Jan. 15, 2020 – Today I met with team members who have the critically important job of working with families as they seek care for their children at our emergency department and urgent care facilities. These patient access representatives can be found at our locations as far north as Murrieta, as far south as Chula Vista and as far east as La Mesa.
After a warm welcome, I learned a little bit about these team members and why it takes a special type of person to do their jobs. They must perform well under pressure and in a fast-paced environment, because no matter what is going on around them, they need to be accurate and provide excellent service to families. And, with the recent openings of two urgent care locations (Chula Vista and Murrieta) and increased volumes in the ED, this team has been especially busy! Rady Children’s operates a total of six total urgent care locations, by the way — the others are in Escondido, Mid-City, Oceanside and La Mesa. More information on hours and locations are posted at https://www.rchsd.org/programs-services/urgent-care/
PAR job duties include ensuring patient information is accurate, collecting a variety of consent and privacy forms, verifying eligibility for various insurances, and collecting co-pays. As one PAR put it, “We take debit, credit, cash, checks, partial payments … we take it all!” This is a tightknit team that embraces diversity and values close relationships. As part of their presentation, I saw a number of great group photos showing just how connected everyone is, and it was clear that they definitely enjoy each other’s company.
Soon it was time to get my passport signed and stamped. Fun fact: At this point in my journey across Rady Children’s, I’ve collected more than 100 passport stamps! This group then surprised me with a Rady Children’s shirt signed by every member of the team. They even framed it for me. Thanks so much for the thoughtful gift!
As we wrapped up (and prepared to eat a great spread of food!), I told the team that they represent the front door of everything we do and everyone we see. Many times, the interactions families have with these PARs are their first encounter with Rady Children’s, and it’s so important that we make a good first impression. I could tell this group instills joy and love into everything they do, which goes a long way toward making a stressful time for families a bit less so. You are a special group. Thanks for all you do for our families.