Guiding patients through the admissions process is hard work and is sometimes taken for granted, but it is a vital component of patient care. For patients and their families, a member of the patient access team is typically the first person they interact with either when they pre-register for their service or when they walk through our doors. Those interactions can get our patients and their families off on the right foot as they seek care from our clinicians.
Contact Center Supervisor Lupyta Chapa knows how important her team’s role is in the overall journey and relishes the opportunity to provide solutions and a positive experience for patients and their families.
“Every day, our team tirelessly works to secure benefits and authorizations for services rendered, and usually without any issues. When we do encounter a bump in the road or setback, that’s when the real magic happens and our team members kick into gear,” said Chapa. “The team comes together to find solutions with one goal in mind, giving our patients the care they deserve. This team is amazing and I’m so proud to be part of it. This is why I have dedicated over 16 years of my career at Texas Children’s to the Pre-Service department.”
The Pre-Service department manages all outpatient scheduled events for the Medical Center Campus, Pavilion for Women, The Woodlands Campus, West Campus, Health Centers and the Austin-Mopac clinic.
There are many dedicated team members responsible for pre-service, admissions and scheduling. Through Caught You Caring, they are recognized every day for their efforts. Here are a few highlights:
Judith (Judi) Unrau, Patient Access Representative
We were here a week ago and she introduced herself to my son as we were leaving, and made him smile. Today, she got him laughing and giggling when he was in major pain and scared because he needed blood work. After my son was in procedure, my husband and I were both hungry and she found us a place to stash our bags so we didn’t have to carry everything we had with us to go eat. She laughed and joked and made us feel more comfortable as we waited. She calmed some of my fears. When the waiting room was empty, she volunteered to change the TV station for us. I can’t thank her enough for everything she’s done for us today.
Margarita Briseno, Patient Access Representative
The customer service was very good, helpful and professional. Margarita has a big smile, a helping hand, and is very good with the kids. I will vote for her for best customer service support at the hospital. Keep up the good work and thank you.
Caroline Jones, Contact Center Representative
I received a call today from an upset mom who was so upset and worried her son’s dental appointment for surgery would need to be cancelled. I talked with mom telling her I would look into it and noted the referral shell. Caroline was working the appointment and took it upon herself to reach out to me to see what was going on. And then went above and beyond to see how we could make sure the surgery was approved and not cancelled for this Tricare patient. Caroline escalated the request to Tricare and went way above and beyond even escalating to them. I’m super thankful that Caroline was on this referral shell and thought outside the box to help out. I really appreciate her and her amazingness!!! So glad she’s a part of our Pre-Service Team.
Cristina Aguilar, Patient Access Coordinator
When I got on the phone with Cristina I had already been on the phone for almost two hours trying to make an appointment to see a doctor. I was becoming a little frustrated and struggling to remain calm, and Cristina laid out all of my options clearly, answered my questions with kindness and care, and when I related to her some of the issues that impacted me personally she asked me to hold briefly. It was actually a brief hold, and during that time she went around the office and was able to find me an appointment from a cancellation so I could see a physician I was comfortable with and so I could receive care at a time that was convenient for me. On top of that, she was just so dang nice! Cristina is professional, kind, caring, a good listener, smart, and expedient. I could hear Cristina’s smile through the phone as I was explaining what I needed, and she took my concerns seriously. She is exactly the sort of human you want as the face of your practice, and Baylor OB/GYN is lucky to have her. Thank you, Cristina, for turning what had been a bit of a nightmare into a total win, and for your kindness.
Aaron Wilson, Patient Access Representative was recognized three times in one day! Here’s one of the comments.
Mr. Aaron Wilson, the one that took my ID at the nurse check in desk. He was so very kind and went above and beyond. I was so sick with COVID and still am. He came up to us in the waiting room and handed us two bottles of water and a Gatorade and said, “you will need to stay hydrated.” He did not have to do this but it was SO APPRECIATED!!! It’s those special little deeds that mean so much to patients and their families. You are so blessed to have such a compassionate employee that genuinely cares about others wellbeing.
To read more recognitions or submit a Caught You Caring for a co-worker, click here. Our dedicated patient access team members will celebrate Patient Access Week from April 2-8.