VC, The Magazine | Issue 48

VC, The Magazine SUCCESS.INNOVATION.JUSTICE.EXCELLENCE.

Reaching New Heights in Patient Satisfaction NATIONAL HEALTH CENTER WEEK NATIONAL WIC BREASTFEEDING WEEK

AUGUST 2024 ISSUE NO.48 INTRANET.VARIETYCARE.ORG

Employee of the Month: Katia Fernandez Page 4

CACs Transforming Lives One Story at a Time Page 11

Cover Story Page 8

Welcome to the Team!

Page 15

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Employee of the Month: Initiative

Katia Fernandez Optician, Straka

Katia never hesitates to help when needed. Even during the busiest times in the office, she steps up to assist me. She is responsible, dependable, and always has the best attitude. I know I can depend on her at any time. She is the best co-worker I've had!

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Other Character Core Nominees:

Cristina Martin, B. Portland........................... Availability Dr. Jhun Bilbao, Straka..................................Positivity Alma Sianez, Straka..................................... Positivity Victor Campos, PAC...................................... Thoroughness Claudia Garcia, Straka................................. Availability Brianna Roberts, Straka................................ Availability Brianna Cardenas, Straka............................. Initiative Andrea Angeles, Straka................................ Flexibility Veronica Olvera, Admin................................ Availability Grecia Alfaro, Admin.................................... Patience Jeaneth Rangel, Straka................................. Attentiveness Juanita Salinas, Ft. Cobb............................... Positivity Rosie Diaz, Admin......................................... Compassion Vanessa Rodriguez, PAC............................... Alertness Yadira Villalobos, Lafayette.......................... Alertness Fabiola Santilian, Straka............................... Compassion Adrian Diaz Palacios, Norman Himes............. Positivity Jennifer Vazquez, PAC.................................. Generosity Jocelin Arroyo, Admin................................... Endurance Erlinda Miller, Ft. Cobb.................................. Availability Cindy Renshaw, PAC..................................... Creativity Nicole Bumpus, PAC...................................... Creativity MarTesha King, Britton..................................Cooperation Kayla Compton, Norman Alameda................ Determination Hang Nguyen, PAC........................................ Responsibility Do you know a Care Team Hero who exemplifies our core values, goes above and beyond in their role, or has made a significant positive impact on our community?

Now is your chance to help us celebrate their outstanding qualities!

There are two ways to nominate:

Or simply type "nominate" into the search bar on our company's Intranet.

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Community Efforts Ensure Farmworker Families

Start School Ready We’re incredibly grateful for our amazing community partners who have stepped up with their time and resources. Thanks to their quick and collaborative efforts, we’ve been able to provide backpacks, school supplies, and groceries to migrant and seasonal farmworking families. This support is making a real difference, ensuring that these families can send their kids to school ready to learn and easing some of the stress as the new school year starts.

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Reaching New Heights In

Patient Satisfaction Did you know that our annual corporate bonus is directly tied to our patient satisfaction scores? This year, thanks to our incredible teamwork, we achieved a satisfaction score of 4.62, earning everyone a 2.5% bonus. But we’re not stopping there—our goal for next year is to raise that score to 4.64 or higher, so we can continue to provide exceptional care and earn even greater rewards.

As our CEO Lou Carmichael puts it, “Our commitment to excellence is reflected in our patient satisfaction scores. Each one of you plays a crucial role in ensuring that our patients receive the best possible care, and your efforts are what make Variety Care a trusted community resource.”

So, how can we make sure we reach this new target? It all comes down to the little things that add up to a great patient experience. Here are some simple tips to help us reach new heights in patient satisfaction: Greet with a Smile: A simple smile can make a big difference.

Welcome patients warmly and let them know we appreciate them choosing us for their care today.

Make Eye Contact: Engage with patients by making eye contact.

This small gesture shows them that you’re attentive and ready to help.

Offer Assistance: If a patient looks lost or uncertain, be proactive. Ask if you can help guide them or answer any questions they might have.

Each one of you plays a crucial role in ensuring that our patients receive the best possible care

-Lou

Create a Welcoming Atmosphere: Think about what makes you feel welcome. Treat each patient as you would like to be treated, with kindness and respect.

Show Appreciation: Acknowledge each patient’s presence and thank them for trusting us with their care. A little appreciation can go a long way in making them feel valued.

By focusing on these customer service basics, we can enhance the overall experience for our patients, boost our satisfaction scores, and work toward achieving an even higher score next year. Let’s keep up the great work and continue to aim for excellence in everything we do!

PATIENT SATISFACTION GOALS

BONUS

SUSTAINED

4.50 - 4.59

1.5%

OBTAINED

4.60 - 4.79

2.5%

EXCEPTIONAL

4.80 AND UP

3.5%

Click here to read the full policy.

Olympic Digital Drawing Details

Get ready for our United Way digital prize drawing!

Here’s the schedule: Ticket Period: September 9 - 20 During this time, you can enter our digital drawing competition for a chance to win amazing prizes.

🏆 Award Ceremonies:

Bronze Medals: Tuesday, September 24 Silver Medals: Wednesday, September 25 Gold Medals: Thursday, September 26 Join us as we crown our top winners and award the ultimate prize!

Mark your calendars and stay tuned for each exciting announcement.

Let’s make this an Olympic event to remember!

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CACs Transforming Lives One Story at a Time

In my short time as a CAC, I have encountered many stories, but one, in particular, has had a profound impact on me. A single mother with the sweetest, most bubbly demeanor came in to renew benefits for her three children. As I asked her about household income and other details, I overheard her whisper to her 10-year-old about needing to drop them off at the babysitter after the appointment because she had a doctor's visit scheduled. The child responded, "You go to the doctor a lot; you get sicker than us."

She chuckled, looked at me, and asked whether her kids would receive insurance right away or how the process worked. It was her first time renewing, and she shared with me her concern about ensuring her children had insurance because she couldn't afford to cover both their medical expenses and her own if they were uninsured.

With watery eyes, she revealed that she was struggling financially due to frequent visits to the gynecologist for a lump on her breast that was affecting her daily life. She had a biopsy, which came back benign, but the cyst kept growing, causing her severe pain and needing removal. I asked her about her legal status, as she had a state ID, to determine if I could assist her further. She mentioned she was a resident and had been for six years.

I immediately informed her that she qualified for benefits since her income fell within the qualifying range. She was both shocked and extremely grateful, as she had believed that only U.S. citizens could receive benefits. After handing her the approval letter and a copy of her insurance card, she thanked me repeatedly and even gifted me a Biblical trifold.

At that moment, I knew I would never forget her story. It inspired me to ask more questions and remember that sometimes the help people need is within our reach, even if they don’t realize it.

-Brenda Mesta

A couple from Norman faced significant challenges: he was unemployed and awaiting a disability decision, she worked at a local restaurant, and they had no transportation.

SoonerCare requested household income documentation, so I instructed the patient to bring the documents to Variety Care's Himes location. I coordinated with a PSR, who was incredibly supportive throughout the process. The PSR scanned and emailed the documents to me on three separate occasions, ensuring everything was handled efficiently. Thanks to our teamwork and dedication, the couple was successfully approved for SoonerCare. This experience highlighted the power of collaboration in making a meaningful difference in our patients' lives.

-Victor Campa

I once assisted a patient who was anxious and unfamiliar with SoonerCare. At 37 weeks pregnant, she had not yet seen an OB provider and was unsure about where to give birth. It was clear she needed help, so I provided her with as much information as possible. She was relieved to learn that SoonerCare covered pregnancy-related services, including dental, vision, ultrasounds and pharmacy. Once her application was approved, the visible relief on her face was profound. Her heartfelt "Thank you" was incredibly rewarding, as it meant a lot to see how much my assistance made a difference. I also provided her with information about WIC and scheduled her for a provider visit to ensure she received the care she needed. Helping her was truly fulfilling, and her gratitude was a testament to the positive impact of our support.

-Adamaris Carrasco

I had a touching moment with a patient who cried over the phone when I informed her she was approved for SoonerCare. She was bedridden due to a broken foot and had been unable to see a doctor because she lacked insurance. The approval brought her immense relief during a challenging time, and her emotional response highlighted the critical role of our support in providing access to necessary care.

-Mikayla Guzman

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AUGUST

Anniversaries

20+ YEARS OF SERVICE

3 YEARS OF SERVICE

MIREYA TRUJILLO, LAFAYETTE, 21 YEARS

DARYL E. BRIGGS, ADMIN EDISSA ROJAS, ADMIN ALLISON LOPEZ, LAFAYETTE JENNIFER MONTOYA, LAFAYETTE CONNER E. JOHNSON, CROOKED OAK RHEAGAN LAWSON, STRAKA MARIA MEZA VASQUEZ, PUTNAM KAHL COLON, NORMAN FP CAMDEN MAXWELL, PAC

10 + YEARS OF SERVICE MARITZA ROBLES. NORMAN FP, 10 YEARS JACQUELINE WATSON, NORTHCARE, 10 YEARS JANE M. PAFFORD, ADMIN, 11 YEARS KATHRYN E. KNIGHT, ADMIN, 12 YEARS SUSANA MAKINTUBEE, LAFAYETTE, 12 YEARS CLAUDIA I. MIRELES, LAFAYETTE, 13 YEARS LORENA SAUCEDO CHAVEZ, ADMIN, 13 YEARS AMADA FLORES, ADMIN, 13 YEARS BARBARA WEITMAN, ADMIN, 13 YEARS SANDRA GILLILAND, PAC, 17 YEARS MAGDAIBETH LOPEZ, STRAKA, 19 YEARS LAURA A. REYES, PAC, 19 YEARS

5+ YEARS OF SERVICE MUSHENI NSA, NW 10TH, 5 YEARS ALONDRA E. ALVAREZ, BRITTON, 6 YEARS XOCHILT G. LOPEZ-ZAVALA, PAC, 6 YEARS KOURTNEY M. PETERSON, LAFAYETTE, 6 YEARS ROBERT C. WARD, STRAKA, 6 YEARS AIRICA N. MARTINEZ, ADMIN, 7 YEARS CHRISTY DODD, BRITTON, 8 YEARS ANDREW FOOTE, LAFAYETTE, 8 YEARS JASON GRAHAM, ADMIN, 8 YEARS NUBIA MATAMOROS, STRAKA, 8 YEARS LUCELY PANTOJA, STRAKA, 8 YEARS KEYLA TORRES, STRAKA, 8 YEARS THANIA HERNANDEZ, LAFAYETTE, 9 YEARS

4 YEARS OF SERVICE MARGARET A. HOLLOWAY, PAC HARRIETT L. NEALY, PAC ANA L. ALCORCHA, PETE WHITE MARIA P. SIERRA HURTADO, ADMIN JACKELINE PICKELSIMER, STRAKA

2 YEARS OF SERVICE COLEEN L. BIANCHI, ADMIN AUDRIANA COLBERT, ADMIN L’TORA BRYANT, BAPTIST PORTLAND ANA K. SERRATO, BAPTIST PORTLAND DIANA CORNEJO, PORTLAND MARBELLA GARCIA, PORTLAND HANNAH MOERY, PORTLAND MELISSA FERNANDEZ, STRAKA ANNA P. RENTERIA, STRAKA JENNIFER R. TORRES, LAFAYETTE ISELA LOPEZ, LAFAYETTE MARIA GARCIA, PAC COURTNEY N GARRISON, NORMAN FP BLANCA MALDONADO, PUTNAM

1 YEAR OF SERVICE LINDSAY E. AGUILAR, STRAKA EMILY N. ARGUETA, STRAKA NATHAN G. BUGG, STRAKA LUIS E. DIEZ-AVILA, STRAKA FIORELLA K. VARILLAS, STRAKA DENIESE ASKA-BROWN, BRITTON MARIA DE LOS ANGELES CAMPOS CASTANEDA, BRITTON ALASHIA M. GIST, BRITTON CRYSTAL GOMEZ, PORTLAND MARIA DEL REFUGIO GOMEZ, PORTLAND NISSY MATHEW, RENO CHERRY COLBERT, NORTHCARE ALMA G. CALDERA, LAFAYETTE AMANDA BLACK, MID-DEL MORELIA A. BACIO, PAC

FTCA

TRAINING AND COMPLIANCE

As a community health center, we rely on federal malpractice coverage through the Federal Tort Claims Act, which requires us to meet specific guidelines. This year, training for everyone who interacts with women of reproductive age is mandatory to maintain our coverage. The training will begin Sept. 3, and it’s crucial for all selected staff to participate. If you are unsure whether you will be required to take the training, ask your supervisor. Look for an email regarding Implicit Bias in Women’s Health with instructions on how to complete the training.

From left: Dee Dee Rice, Haylee Norris, Guyla Livermore-Miller, Bernie Calvin, Mirca Fenske, Jeffery Hickman,PA-C, Katherine Newsome, Kristy Smith, Jessica Lankford, and Carol Martin cutting the ribbon at the Hobart Chamber event.

Crooked Oak Ribbon Cutting

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Healthcare for People Experiencing Homelessness

Stakeholder Appreciation

Agricultural Worker Health Patient Appreciation

Health Center Staff Appreciation

National Health Center Week 2024

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Variety Care staff celebrated Independence Day in red, white, and blue, spreading joy and enthusiasm throughout the workplace.

WORLD

BREASTFEEDING WEEK 1-7 AUGUST

The WIC staff creatively decorated their office doors to provide informative and engaging breastfeeding education for WIC families.

WORLD

BREASTFEEDING WEEK 1-7 AUGUST

Two events were held to celebrate National Breastfeeding Week, designed specifically for WIC breastfeeding moms. These gatherings featured informative presentations from local organizations, including Oklahoma Mother's Milk Bank, Family Expectations, TrueDads, SafeKids (carseat safety), Variety Care, and Children First. Each event provided valuable resources and support to enhance breastfeeding experiences. Attendees received Goodie Bags filled with essential breastfeeding items and had the opportunity to win additional breastfeeding supplies. It was a day of learning, support, and community connection!

Admin.

Jocelin Cabrera, Medical Billing Specialist

Britton

Amber Grottschalk, Immunization Coordinator

Robyn Nolan, Pharmacist

Alondra Flores, PSR I

Perla Ochoa, PSR I

Lafayette

Christina Smith, PSR I

VC, The Magazine

Norman Himes

PAC

Lesly Perez, Patient Access Specialist (PT)

Reno

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Nayeli Escobar, PSR I

Northcare

Dayanara Dompablo, Patient Access Specialist (PT)

Haley Garcia, Patient Access Specialist

Magaly Ramirez, PSR Float

Sarah Zepeda-Yxcolin Patient Access Specialist

Maribel Fraire, PSR I

Abigail Meraz, PSR I

Teri Hoelscher, Exec. Asst. to Exec. Dir. of Northcare

Misty Gaytan, RN Clinic Lead

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Sequoyah

Straka

Ruby Ochoa, WIC Breastfeeding Couns.

Yukon

Valeria Lugo, PSR I

Mayra Alvarado, Immunization Coordinator

Marlene Rivera, PSR I Dental

Heather Strong, Clinical Site Administrator

Yosilin Hernandez, Dental Assistant

Iris Luna, Pharmacist - Float

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Empowering Patients with

At Variety Care, we’re committed to making health care more accessible and convenient for our patients. One of the best tools we have to achieve this is MyChart, a free app and web portal that puts patients in control of their health.

When patients use MyChart, they gain a secure way to manage their health care from anywhere, anytime. They can: Communicate with their care team: Sending messages, asking questions, and receiving advice has never been easier.

View health information: Patients can access their test results, medication lists, allergies and immunization history—all in one place.

Schedule appointments: MyChart allows patients to confirm appointments, arrange follow-ups, and even get alerts if earlier times become available.

Pay bills: MyChart offers a secure, paperless way to pay bills and copays.

Check in ahead of time: Patients can skip the waiting room by checking in online or even request a video visit if they can’t make it to the clinic in person.

Manage family members: Patients can easily keep track of appointments and health information for family members who need assistance.

When you’re interacting with patients, take a moment to highlight these benefits. Let them know how MyChart can make managing their health care easier and more efficient. By encouraging them to use MyChart, you’re helping them take an active role in their health and making everyone’s jobs smoother, as well.

Let's work together to boost patient satisfaction and engagement by promoting MyChart!