GOING BEYOND THE JOB DESCRIPTION – NICK AUDRAIN
Nicholas (Nick) Audrain is a patient service representative at the Jacqueline Maritz Lung Center. He is shown with his award plaque flanked by Lung Center clinic administrator, Toni Whipple, RN (left) and Christy Picard, RN, clinic director, clinical services in department of medicine.
Nick has been with WUSM for five years – the last three at the Lung Center. When asked what he notices about patients coming to the Lung Center, Nick says “Our patients range from having allergies to being very sick. Some come alone and some bring an entourage. No matter what condition they are in they are everyday people and are very appreciative when you treat them right. Although they aren’t happy to be seeing the doctor (sometimes weekly) they are still happy to talk to us and to see friendly faces.
This positive attitude is what makes his co-wokers say:
“Nick goes above and beyond making our patients feel welcome as they enter the Lung Center. He shows genuine concern and has a very calming demeanor. We receive many comments about his kindness and excellent communication skills.”
“It is a pleasure to enter the Lung Center and see Nick manning the front desk! He problem solves for me and my patients and is always willing to help out when needed. We often require our patients to undergo numerous tests and Nick is very helpful with ensuring the right information gets to the right place at the right time.”
“Nick does a great job at the front desk, but where he really shines is in noticing ways outside of our routine tasks that make a difference in the patient’s experience. He exemplifies what patient care is all about, ‘Going the extra mile to make our patient’s day!’”
We asked Nick what advice he would give a new PSR and he says
“The number one thing I would say is to always be considerate and treat patients like you would want you or your family members to be treated. You never know what people are going through or what kind of day they are having. Helping them as much as you can and even in ways that aren’t in your job description can make someone’s day a lot better. Be that friendly face that helps people forget the bad things that may be going on in their lives.”
Here is the proof of that philosophy from a patient family member:
“Nick took very special care of my mother and took extra time to explain how the registration process works and how to get to the various test areas. He also included some tips about getting testing done on the same day!”
When patients recognize that you go above and beyond normal expectations, you are a Star Performer!
Article courtesy of the FPP.