As I wandered through Barnes & Noble bookstore at River Park, I heard a parent say to her teenage daughter, “It’s summer! Perfect time to pick up some new books to read.” She punctuated the sentence with words that made me smile. “Hurry up” she prodded. But who can hurry when they’re in a bookstore? Not me; And certainly not the 14-year-old who wandered off into the paperback aisle of romance novels.
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My goal was to find a juicy mystery to read next to the pool. I finally decided to go “old school” with one of the most recognized mystery writers, fellow Californian Sue Grafton. Ms. Grafton, now 72 years old, lives in Montecito and is famous for writing the “alphabet series” mysteries- starting with “A is for Alibi”. I was intrigued even further when I learned that following graduation from college, she worked in healthcare as an admissions clerk and a medical secretary. Interesting right? Could it be that she found healthcare as mysterious and complex as, perhaps our patients do?
While I had experienced the admitting process myself when I gave birth to my son, I have to admit (no pun intended), I was clueless about how important this department is to our patients and to Community. With a few visits and phone calls I found out some interesting facts.
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| Our Clovis Community admitting employees from left to right: Max Melchor, Daniel Alaniz and Adelmira Maldonado. |
Like the board game, our hospital system is complex enough to cause confusion unless a few “Clues” are provided and that’s where our patient reps come in. David Arguijo, Director of Admitting at Community Regional shared that patients and their family members who arrive at Admitting often are under a great deal of stress. They may not understand why they are asked to confirm information like address, and insurance details when they’ve provided this data before. With great patience and demonstrating superb listening skills, the patient reps convey that “getting it right up front” will make things work more smoothly when the patient arrives on the nursing floor.
I also found out how critical the Admitting team is to our finances. Daniel Alanis, the Director of Admitting at Clovis, told me that one of his superstars collected a $35,000 check on the spot from a Canadian patient. This kind of diligence is incredibly important to Community, when you think about the $12 million in charity care that was provided to our patients in 2011.
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| Clovis Community admitting team from left to right: Angie Dorian, Adelmira Maldonado and Monica Espinosa |
The phrase above is an Agatha Christie mystery title, but it also captures the spirit of the Admitting department at Clovis. None of the patients who check in at Community hospitals leave without receiving expert guidance, service and support. The people on our Admitting teams have unique skills that make them highly effective. The roles they play include financial advisor, navigator, co-pilot, therapist, and I’m going to add this one myself because it’s pretty visual – spelunker (you know… the people who explore dark caves and don’t get lost).
We all know that we measure our patient satisfaction. And you’ve probably heard the phrase, “You don’t get a second chance to make a first impression”. So I wondered just how many great first impressions our admitting folks were making in a year and what I found out was jaw-dropping:
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| Community Regional's admitting team from left to right sitting: Tamara McIntyre, director David Arjuijo, Tony Quintero, (sitting) Jaime Arellano, Guadalupe Palacios-Gastelum, supervisor Elida Pacheco, Grace Anderson, and Pamela Michael. |
Please take a second, if you know one of our admitting staff, and write a note of congrats here in the comments for the great job they are doing. Anyone who does (please list your name so we can get in touch with you) will receive a $10 gift certificate to Barnes & Noble bookstore.
(P.S. – You folks in admitting should feel free to congratulate each other! And thanks for your hospitality!)
ADMITTING IS AWESOME!
A BIG thank you to all admitting departments at Community. Especially my co-works at CRMC Emergency Department. This Emergency is unlike any other place to work at. Especially in the office environment that ED admitting is in. My co-workers all work hard and have a great dynamic with each other in thier shifts from morning's, pm's to nights. We work hard to get the job done. THANKS!:) Angela Plasencia
CRMC ED REGISTRATION
I just want to thank all of my co-workers for always working together as a team. Whenever I need help with interpreting or if I try myself and I get stuck I know I can always count on the help of my co-workers without hesitation to assist me. I appreciate each of you and enjoy working here at CRMC with all of you. - Diana Quijada
Admitting at the CORC
I'm so grateful to be working in Admitting at the CORC. I am supported by the best team Linda Langley and Sandra Goertz. The outpatient rehab center is a great place to work!!! Anne Valek Patient Representative
THANK YOU
I would like to thank all of the Admitting staff for doing an excellent job. With out all of you we would not be able to deliver excellent service to our patients. Thank you, Rosie, Virginia, Grace,Jaime, Isabel, Cristal, Maria Casas, Maria Cisneros, Blanca, Beatrice, RoseAnn, Angelica, Lisette, Sandy, Vanessa, Alex, Cheng, Karla, Maria Jacinto, Linda, Shirley, Merrissa, Tami, Pam, Lucinda, Lupe, Christina, Danielle, Tony, Rachel, Renee, Michael, Arnold, Anita, Anne, Mary, Ernie, Connie, Tess, Jeannie and David. From Elida
ED REG CRMC-TEAM PLAYERS
JUST WANTED TO LET,ALL THREE SHIFTS KNOW HOW MUCH I FEEL OUR TEAMS HAVE IMPROVED AND HELPING EACH OTHER WHEN NEEDED.A SPECIAL THANK FOR LUCY ARTIAGA IN OUR DEPT FOR ALLWAYS GOING OUT OF WAY TO HELP ME,WHEN ASKED.THANK YOU. ED REG REP MARY LOPEZ.
CRMC ED ADMITTING IS AWESOME!
The CRMC Emergency Department is unlike any other place to work at. Especially in the office environment that ED admitting does. My co-workers all work hard and have a great dynamic with each other in thier shifts from morning's, pm's to nights. A BIG thank you to everyone.
admitting patient reps
It is fun to be part of a really cool team. I love working here. the whole staff is like being with family. it's great to be part of the Community Team Thanks to all of you Tami Mcintyre
Patient Rep
it is so nice to be part of a team that really cares about the patient. i feel like community really cares about their staff and the patients.. it is a fun team to belong too. Thank you all the stuff you make it fun to work here!!! Tami McInyre
CRMC ED REGISTRATION
I just want to thank all of my co-workers for always working together as a team. Whenever I need help with interpreting or if I try myself and I get stuck I know I can always count on the help of my co-workers without hesitation to assist me. I appreciate each of you and enjoy working here at CRMC with all of you.
CRMC ED ADMITTING
Lots of appreciation to two wonderful people in our ED Admitting. I would like to take this time to acknowledge Kenneth Harmon and Juan Contreras for their excellent work performance and training to all of our ED Admitting staffs. Thank so much for your great job and positive training that you have provided to my co-workers. From Moua C Her,a team motivation.
THANK YOU TO CCMC
I would like to thank the CCMC admitting employees who made me feel like part of the CCMC family when I was at the Clovis facility. Daniel Alaniz, Martin Perea, angelica perez, angie donan, ed navarro, gabriel rodriguez. lis nakagawa, max melchor, monica espinosa, zujey marquez. just to name a few. thank you again it was a pleasure working with you. Juan Contreras ED Admitting Team lead CRMC
SHINING STARS
I want to thank the people at CRMC who work in the Admitting Dept, ED;MAIN; CPVU AND OB. the dedication and professionalism shown by the staffs at each location gives me pride to state they are my co-workers. thank you for all your hard work. just a few names in no special order. ED Admitting; moua her, pao ye yang, mai yang, sia lor, luz navarro, angela plascenia, mary lopez, cecelia cervantez, olivia marik, joty shoker, kahm brown, matilde garcia, christina garcia, kenneth harmon, anthony cabrera, chris erisman, paj xiong, frances vildosola, steven nunez, emma peralta, vanessa gallegos, victoria villalobos, eve jimenez. MAIN ADMITTING, crystal caldera, maria casas, elidia pacheco, CPVU; TAMI MCINTYRE, LUPE PALACIOS, PAM MICHAEL, TONY QUINTERO, JAMIE ARELLANO. These are just some of the shining stars in admitting.
Juan C.
TO ALL CRMC ADMITTING DEPTS
I would like to thank and congratulate all CRMC Admitting Staff (Main Admitting, ER, SST, OB and over at MISP) for all their hard work. It’s been a pleasure working with you all. You are truly appreciated for all that you do… Keep up the hard work!!--Maria Casas
Team work..
I just want to say Thank you to all of my co-workers. It's great to work with all of you and appreciate that we work as a team to get the job done. Thank you to Lucia who keeps us laughing and makes our time at work enjoyable. Thank you girls for making work fun. Valerie Renobato
A IS FOR AWESOME
THANKS CLOVIS NIGHT SHIFT ER ADMITTING FOR ALWAYS BEING ON TOP OF YOUR GAME!
CRMC ED REG- A DYNAMIC TEAM
For working in such a hectic department, we all pull together and get the job done. I really appreciate all my co-workers. Great Job!!!!-Christina G
CRMC ED REG
I greatly appreciate Frances for being an excellent worker and a great person. Thanks Fran for all you do!-Christina G
CRMC ED REG NIGHT CREW-GREAT BUNCH OF PEOPLE!
I’m very grateful to work with such a great and fabulous group of people on night shift! Thanks so much to Juan, Frances, Joty, Kham, Matilde, Paj, Steven, Anthony, Brandon, Eve, Victoria and Emma for all your hard work and awesome personalities! :0)
I WOULD LIKE TO GIVE A SHOUT
I WOULD LIKE TO GIVE A SHOUT OUT TO MOUA HER. HE HAS ALWAYS BEEN A GREAT TEAM PLAYER TO WORK WITH AND HE IS OPEN TO ANYTHING THAT COMES HIS WAY. ALSO I WANT TO THANK LUZ NAVARRO FOR THE surprisingly WONDERFUL COMMENT SHE SAID ABOUT ME ;0) ... BY OLIVIA MARIK
ED Clovis
I just wanted to mention that Eduardo Navarro does and awesome job with ED Clovis Admitting. He is so approachable and easy to talk to. He is very good at handling all patient concerns and treating every individual with courtesy and respect.
Ed registration
Thank you Juan Contreras for being there for us especially on those stressful,overwhelming days,you always take it upon yourself to make sure we are appreciated. myang
Team ED Admitting PM Shifters
Thank you to all who speak Espanol on the shift. It really work wonders. Especially Luz N, Juan C, Vanessa G, Jaime D. It is because of you that we understand the hispanic masses and create less duplicate medical records. Gracias (Thank You) Uas Tsaug (Thank You) Sia Lor ED Admitting
ED ADMITTING
WANT TO SAY THANK YOU TO MY CO WORKERS FOR ALWAYS HELPING WHEN IM IN NEED... TINA.D
Thank You....
Thank you to all my teamates from the morning shift for being such hard workers. Not everyone knows how hard it is to deal with all the hustle in the ER.-Cecilia
A IS FOR APPRECIATION
A big thank you to all of my co-workers in all of our admitting departments here at CCMC. You are truly appreciated for all that you do. Marie Jaime
WAY TO GO CCMC!
Congratulation to Daniel Alaiz, Martin Perea & All Admitting Staff, It is great to see the acknowledgement of your great success and hard work!!! ~ Jessica Verdialez
many years of service
Congratulations to all my Admitting co-workers who received their five ten and plus years of service pins this week. Tony Quintero
CONGRATULATIONS TO ADMITTING STAFF
I just want to say Congratulations to the SST Admitting REPS- Rosie Alonso and Tess Watterud for their hard work and commitment AWESOME! Also to the Main admitting staff Shirley Lim,Anita Torres,Blanca Correa,and Crystal Caldera and CPVU for their hard work-Great Job! And a Special thanks to David Arguijo,Director,Elida Pacheco Supervisor,Renee Santoyo Team leader,Arnold Tapia Quality Assurance Specialist and Mary T Valenzuela Secretary for their hard work and dedication to CRMC Admitting-Congratulations to ALL Isabel C
CRMC ADMITTING AWESOME
Congratulations to SST ADMITTING Rosie Alonso and Tess Watterud for their hard work and dedication
CONGRADULATIONS CRMC ADMITTING
I HAVE AN EXCELLENT GROUP OF CO-WORKERS. EVERYDAY WHEN I COME TO WORK I SEE CHEERFUL FACES, WHICH MAKES IT A GREAT PLACE TO WORK. ALL MY CO-WORKERS ARE VERY HELP FULL AND SENSITIVE TO EACH OTHERS NEEDS. I FEEL GLAD TO BE IN A TEAM ENVIRONMENT... THANK YOU AGAIN TO ALL CRMC ADMITTING STAFF.
Learning that Fine Line of Excellence
The Admitting staff members are Clovis are amazing. There are a specific few that go the extra mile for any patient, and the few that just seem to know how to fix anything regardless of the situation or patient's account...those are the few that we all rely on for those weird accounts. Admitting staff quickly learn how to approach any situation and walk the fine line of being informational but also acquiring the needed information for our patients accounts, and all without stepping on anybody's toes! Great job guys!
ITS NOT EASY
Its not easy to be out on the front lines and accomplish all you are required to do. Our patients watch everything we do. With the many issues from Epic...Ahiqa...staffing and the on going everyday billing changes its a wonder you get done what you do. You are leaders in customer service and up-front collections. Most all other hospital staff would be shocked to see the amount of money that is collected in all admitting areas and would never quess the impact it has on allowing this hospital to function as it does. Keep up the good work and congratulations.
ITS NOT EASY
SORRY....FORGOT TO SIGN MY NAME Dawn Rusconi
GOOD JOB
Great Job Day shift,Diana,Mary,Valerie,Lucia,Gloria,and Luz.Good day.
CCMC ER Admitting
I am so lucky to work with such amazing people. You have all made work enjoyable and have become great friends! I learn from all of you and I'm very proud of the progress we have made. A special thank you to Daniel Alaniz (manager) and Martin Perea (supervisor) for being so wonderful with their staff. To ALL my coworkers, keep up the good work!! -Angie Donan
special thanks
i just want to thank everyone who i work with,without your help,i would not be able to do my work as well as i have done,it takes hard work from each and everyone in this corperate to be able to do such great work! there is no I in team work,it also takes great management and supervision!great job
ED ADMITTING COMMUNITY REGIONAL FRESNO
OLIVIA MARIK JONES.... AWESOME PERSON, THANKS FOR SHOWING AND TEACHING ME SIGN LANGUAGE.. LUZ NAVARRO CRMC ED REG
ED ADMITTING COMMUNITY REGIONAL FRESNO
THANKS to Sia Lor, who helps me when my computer is down and knows how to fix it. It's nice to have someone you work with make you laugh during your shift. A/B/J ...THANKS FRIEND
Congratulations!
Congratulations to our top shelf Admitting Team! I have had the pleasure of working with a lot of these folks when we worked at UMC. I was the Transfer Nurse and had to utilize their expertise frequently with patients coming in to the ED from many different facilites and counties. The team was efficient, professional and a heck of a lot of fun to work with too! Thanks to all my friends in Admitting, I miss working with you! Kathy Riedel, RN
Congratulations!
we miss you too Kathy!
HONOR
To each and everyone that I have worked with. It has been my pleasure working with all of you guys. Wanted to shoot out a big, CONGRATES!!!!!!!
CPVU
I work with the most Awesome group of individuals. They are willing to stop and help each other when asked a question. They come to work with smiles on their faces and a Can Do Attitude. It makes coming to work a pleasure!
CCMC graveyard
I just want to recognize the tireless dedication of the CCMC graveyard shift, mainly Charles Roberts and Lisa Nakagawa. They work the most difficult hours, day in and day out. We appreciate all your hard work
CPVU Team
I want to thank the CPVU Team for all their contiuous hard work that they do on a daily basis, and your professionalism you have with patients and other hospital staff. I appreciate the Team work you have with your immediate co-workers,case managers and discharge planners to get the job done accurately. You are greatly appreciated for all you do. Thanks again Renee' Santoyo
Congratulations Admitting Staff
I have had the pleasure of getting to know Admitting Staff at both CRMC and CCMC. All of our staff are professional and very hard working, but I want to take the time to recognize a few who I believe go above and beyond to help motivate our staff and make our patients' visits as stress-free as possible: David Arguijo at CRMC, Andrew Hodgdon, Angie Donan, Angelica Perez, and Lisa Nakagawa at CCMC. Lastly I'd like to recognize Ken Coleman, from CCMC Main Admitting: Not only does he have a contagious happiness about him, but patients and visitors have told me many times how friendly and courteous he is to them. Congrats guys! --Adam Christopherson, CCMC Admitting
Contagious Happiness
Adam - I just loved your description of Ken's demeanor. Thanks so much for recognizing your peers!! Peg
ED ADMITTING COMMUNITY REGIONAL FRESNO
Thank you Juan Contreras for taking me under your wing my first few weeks here. It really helped me improve my work skills. Thank you Emma Peralta ED Admitting
ED ADMITTING
Thank You Christine Erisman Ed Admitting Manager for being supportive and seeking the best out of her employees. Thank You Kenneth Harmon Ed Admitting
ED ADMITTING COMMUNITY REGIONAL FRESNO
Congratulations Moua Her and Mary Lopez of ED Admitting who have been employeed with Community Medical Centers for over 15 years and committed to excellence. Thank You Kenneth Harmon ED Admitting
Employee Recognition
Thank you to my first three cash collectors that have already made their cash goal for the month of June: Olivia Marik Kenneth Harmon Victoria Villalobos We still have time to collect!!!! We can make our goal! Let's do it!! I want to recognize my 5, 10 and 15 years for their commitment to our corporation: 5 year: Lucia Artiaga Tina Deloza Francesca Eidson 10 year: Gloria Ochoa 15 year: Moua Her Juan Contreras Keep up the hard work CRMC ED!!!! Thank you, Chris Erisman
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