We’re delighted to share a conversation with Shelby Burk, Front Office Lead at Hoag Health’s Voltmer Sleep Center. Shelby shares how her journey as a member of Hoag Health has allowed her to find joy in helping others, and how the skills she has learned from Practicing Excellence have enhanced those interactions.
- How long have you been in healthcare, and what are your favorite parts about it?
I have been in healthcare for 7 years now. I entered healthcare at 18, so from a young age I was given the opportunity to be exposed to the joys of helping others. Not only do I love helping patients, but I have found that I especially love helping those in healthcare who help patients.
- Can you tell us one of your favorite patient stories from your work?
I had a patient call in stating how she wasn’t feeling well and needed to reschedule her appointment. She was chronically ill, so I told her how I understood and was happy to get her rescheduled. She asked how I was sounding so understanding as most people aren’t over the phone. I shared how my mother has been chronically ill for many years, so I know how some days are much worse than others. She was so grateful to hear that someone else understood how she was feeling and how I was able to accommodate her without judgement.
- How has Practicing Excellence helped you as a caregiver?
I feel as though I have learned to be more thoughtful in my conversations with patients, whether in person or over the phone. I make it a point to be cognizant of my actions and behaviors while remembering the golden rule with any encounter.
- Could you tell us about a time that a tip you learned came in handy, with a patient or colleague, for example?
I liked the tip about making eye contact and reiterating what the patient said back to them to convey understanding. I think both tips are extremely important within any interaction.
- What new skills are you looking forward to developing?
I would like to further develop my leadership skills within our team so I can learn how to best support them while caring for patients.
- What do you look forward to most after each week’s new tip?
I look forward most to our discussions after watching the weekly tip together. Watching my team’s eyes light up while sharing their patient stories makes my work fulfilling.
Nick Chicchetti is a Marketing Specialist at Practicing Excellence, specializing in developing, implementing, and analyzing marketing strategies and development of content. He brings over five years of healthcare marketing experience, and has a passion for driving change and improving experiences across the healthcare continuum.
