Exceptional Patient Customer Experience
Urszula Monaco, Lobby Service Representative, Center for Advanced Medicine
Fighting cancer is frightening, stressful and challenging. Fortunately, patients at the Center for Advanced Medicine Department of Radiation Medicine have someone like Urszula on their side. As the department’s lobby service representative, Urszula is the first face patients see when they come to the department where they are welcomed with her warm greeting and smile. Seamlessly, Urszula maintains the patient flow, helping to keep patients informed and reassured if there are any delays. This is no easy task when you consider that she sees over 120 patients and their families daily.
Urszula literally wears out the tread of her shoes moving from waiting room to waiting room, all while attending to the needs of patients. In 2017, Urszula walked approximately 3,276,000 steps which translates to more than 1,400 miles. While that seems like a tremendous distance to travel, Urszula would gladly go twice as far it if meant that she could comfort another patient. If you ask her if she gets tired of walking so much, her response would be, “Not at all. I just need a new pair of shoes.”
In addition to supporting patients, Urszula helps the department by spearheading creative ideas for improvement. She was heavily involved in rolling out the “Gong Ceremony” to help patients celebrate the important milestone of finishing treatment. Urszula wants to make sure no patient no patient goes through their diagnosis alone.
Watch Urzula’s Made for this story!