SEPTEMBER 2022
THE PTSMC & YHP JOURNEY...
Early in the pandemic, the CEO of Connecticut Orthopaedics reached out to let me know their organization would not be renewing their PT contract with Yale Health Plan. This is someone I have had a long positive relationship with. Who knew it would lead to PTSMC entering into an agreement with Yale Health Plan (YHP) to be the exclusive physical therapy provider to the plan’s 60,000 members on September 1, 2020? YHP is a captive health plan for Yale University employees, which means the only people eligible to participate in the plan are Yale students, faculty members and university employees and their families. When PTSMC entered the three-year contract, we knew part of our responsibility would be to staff the “Lock Street” location. The Lock Street building is the Yale University Health Center. Almost every medical specialty is represented in the building and nearly all staff in the building are employees of the Yale Health Plan. The PTSMC team providing care at Lock Street is led by clinic Director, Danielle Butsch. Her clinical staff includes Kailey Hanks, Shradha Rana, Natalie Swanson, Emily Searle and Vincent Lui (current Traveler with PTSMC). Only YHP members can be cared for at this location. Being on-site in a Yale Health building requires the staff to follow Yale Health guidelines and procedures. Our Lock Street staff does a phenomenal job of representing the PTSMC way, every day delivering on our Mission and PT for Life culture! This unique contract created the need to build a patient services team to support the clinical staff and manage the physical therapy referrals to Lock Street, other PTSMC clinics and providers outside of our service area. Thankfully for PTSMC, Christine Hill, who managed the referral process with the previous contracted organization, joined PTSMC when we took over the contract. Christine was critical in our ability to transition the PT services from the previous providers to PTSMC and she continues to be key to the ongoing success of this contract. Her long-standing relationships with Yale Health staff and her unrivaled work ethic are extremely valuable to PTSMC. Given the considerable work load she inherited, Christine leads a team that includes Julianne Balavender, Grace Burke and Theresa Nolan. Together, they help manage, schedule and communicate with the 3,000+ PT new patient referrals we receive annually from the YHP.
When we entered this agreement, we had a good understanding of the history at the Lock Street clinic, including years of data related to new patient volume, visits and staffing. What we didn’t fully appreciate was the enormity of referrals that would ultimately benefit other PTSMC locations surrounding the New Haven area and beyond. In addition to PT services provided at the Lock Street location, the contract allows YHP members to seek physical therapy in other PTSMC clinics that may be more convenient for them and their families. The clinical and administrative crew have helped place YHP members in all PTSMC locations. In 2021, we treated 3,295 new YHP patients resulting in 35,237 visits at PTSMC clinics. As important as the numbers, we also receive incredibly positive feedback from Yale Health staff, referring physicians and patients. Consistently, we hear that we are providing a much higher level of care and service than the previous contracted providers. The NPS scores for the Lock Street team are consistently in the 90s, keeping them on pace with other PTSMC locations. By delivering unmatched experiences YHP members are very pleased with the physical therapy and customer service PTSMC is providing. This has truly turned out to be a win-win situation for all involved parties.
Grace Burke Customer Service Representative - YHP Grace joined PTSMC in April 2022. Years ago she worked with YHP referrals with Christine Hill! She enjoys time with friends & family, especially her 4 grandchildren. She enjoys reading, arts & crafts, crossword, jigsaw puzzles, and traveling.
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As we have continued to deliver high quality services, we were recently asked by the Yale community to provide additional services. Dr. Stephanie Arlis-Mayor the Yale University team physician requested that Rick Purdy, our concussion and vestibular guru, provide some on-site care to the Yale University student athletes. Rick will begin this fall to treat Yale’s post-concussion student athletes.
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This Yale Health contract has been a great opportunity for PTSMC. It is another example that when we deliver on our mission of unmatched experiences, clinical excellence and lifelong relationships good things will happen. My thanks to everyone who makes it happen!
“Everyone at PTSMC was great. They were very welcoming and made me feel comfortable right away. The treatment helped to ease my pain and they taught me how to continue to exercise to keep the pain at a minimum. I am very grateful.” - Westbrook
Thanks,
By Marilex Santiago, Administrative Coordinator
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“My therapist, Andrew (Perazella), is incredibly knowledgeable, and addresses peripheral issues as well as my major problems. He listens carefully to what I say, and always takes it into account. He is more than willing to go over a difficult exercise multiple times/sessions until I get it right.” - New Haven
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MEET PTSMC’S YHP CUSTOMER SERVICE TEAM! Julianne Balavender Customer Service Representative - YHP Julianne started working at PTSMC in 2019 as an Office Assistant in Admin and then started with YHP in Spring 2021. Outside of work, Julianne is a proud dog mom (@calliewallieboo on Instagram) and dance coach. She loves traveling, cooking, and spending time with family.
IN THIS ISSUE
Christine Hill Yale Health Referral Coordinator Christine previously worked for Temple PT for 18 years, 10 of which were spent on the Yale Health contract. In 2020, she transitioned to PTSMC in the same role easily “with an amazing support system.” She has two tween girls who keep her busy with field hockey and softball. Her hobbies include pilates, barre, yoga, stand-up paddleboarding, traveling, and enjoying her husband’s cooking. Theresa Nolan Customer Service Representative Lock Street Theresa started working at Lock Street in April 2022. Outside of work, she enjoys spending time in her backyard oasis with her husband, three kids and dog, traveling and coaching gymnastics.
“The skills and professionalism they present as a team is nothing short of impressive as are the results of their treatment modalities. I have had excellent results from their stewardship during my recovery and would beyond a doubt highly recommend their services.” - New Milford “Sean (Doenias) was so awesome to work with. He was kind, friendly and most of all, knowledgeable. He made the therapy fun and the results were fantastic. Sean is the #1 reason I would be back (if needed) and would recommend PTSMC, but the rest of the staff was amazing, as well. All in all, everything exceeded my expectations. Thanks, Sean!” - Newington “Spencer (LeBel) has been a true asset in my sports injury recovery. I look forward to each session and have confidence that he has me on a safe path to recovery. I would recommend Spencer to any of my running friends.” - West Hartford