Answering the call—a day in the life of the Access Services team

“We’re all under the same umbrella.”   

That’s what Ronnae Perkins, a patient access specialist with the Access Services team, says when discussing how the work she and her team does ties into the overall mission of UTMB.  

“I like to think of us as a one-stop-shop for UTMB information,” she said.  

One of many dozens of employees who fall within this group, Perkins and the work she does overnight is just one piece of the puzzle for the team led by Jesse Dodd, director of Patient Access.  

But she’s an important piece, just like fellow PAS Luis Hernandez, who directs inquiries and assists individuals from 8 a.m. until 5 p.m.   

“In any interaction, it’s really important for me to understand the who, what, when, where, why and how of the situation, so I can ensure I’m helping appropriately and to the best of my abilities,” Hernandez said.  

Regardless of when employees like Perkins or Hernandez are scheduled, the purpose behind the processes and protocols they follow is the same— help the individual on the other end of the phone, email or message.   

“We are there supporting each other for the patients’ well-being,” Perkins said.   

Sometimes, part of that process means transferring a call to the nurse on call for a consult and additional assistance should the situation call for it.   

To help make that decision, the PAS team has resources available to help them adequately and appropriately triage the situation.  

If it’s determined that a scenario needs more technical medical knowledge or know-how, Access Services nurses like Alice Stenstadvold are available 24 hours a day, seven days a week to intervene and assist.   

“We do a ton of teaching over the phone,” said Stenstadvold , who has been a nurse for more than 24 years. “It’s very rewarding to take the time to teach them and answer their questions and hear that relief in their voice.”  

According to Stenstadvold, a lot of the inquiries come from older patients who live by themselves and from new moms, and some questions and calls come in from individuals who are not even local to the area or affiliated with UTMB.  

Regardless of where the call or request originates, it’s acknowledged and resolved.  

“We don’t turn anyone away,” she said.  

In addition to managing and settling the day-to-day concerns they receive, members of the Access Services team also play integral roles in UTMB’s Maritime Clinic and the Center for Polar Medical Operations, helping serve as liaisons, connecting individuals with the appropriate specialists or faculty and coordinating visits when appropriate.  

“If there’s an emergency on a ship, we arrange for visits when they’re in port, or if they don’t come into the Port of Galveston, we set up telephone conferences for our specialists to tell the ship doctor what to do with the patient,” Stenstadvold explained.   

There’s also a whole team within Access Services known as the Referral Coordination Center that is dedicated to routing referrals that come not just from UTMB providers, but from community physicians as well.  

“I am the first human voice callers hear,” said Ledesma, who has worked at UTMB for five years.  

Given the type of work she does, Ledesma has the opportunity to regularly connect with a variety of groups across the institution.  

“I work with all staff, students and volunteers. They call me when they need information, and I have called them for clarification, too.”  

At the forefront of so many interactions, Ledesma believes that for someone to be successful in their role they need to be a team player who practices active listening, embodies customer service and effectively communicates and collaborates.   

Individuals like Perkins, Hernandez and Stenstadvold echo that sentiment. As does Taylor Ivey, another PAS with the team.   

“It is our job to be empathetic and give them the assistance they need,” she said.   

As for the collaboration piece, that’s something leaders like Dodd reinforce and embody from the top down in everything they do. And the camaraderie instilled across these teams is obvious and infectious.

The “virtual” front line for anyone looking for more information about the care experience at UTMB, the Access Services team is constantly assessing their processes to ensure they’re consistently evolving to meet the needs of the growing communities UTMB serves.

Part of that includes regularly working with other departments and teams to land on steps, protocols and systems that help everyone —from the patients and providers to the patient access specialists and ambulatory team members—to have a better experience.   

“We’re building the culture together,” Hernandez said.  

Read how the Access Services team thanked their leadership team in Kudos & Congrats.