Caregiver Tung “Tony” Le, Patient Access Services, UMass Memorial Medical Center
As the Patient Access Services Team Lead for the Medical Center, Tony Le’s job is all about keeping people happy and organized—he makes sure patients get the appointments and tests they need, helps team members with questions and challenges, and generally coordinates everyone’s schedule to be as convenient as possible: “Happy schedulers mean happy patients!” Tony says.
When it comes to colleague interaction in Central Scheduling, Tony works diligently to help them move forward throughout the day. Whether it’s helping to field calls from new patients, holding team huddles and staff meetings, brainstorming ways to improve the work environment or processes, or just being a supportive resource, Tony’s always on deck to help bring resolution and understanding.
When asked about the patient interactions he finds most meaningful, Tony described the satisfaction that comes from being recognized for leaving a positive impression. “When a patient remembers your conversation and recalls the helpful experience they had and says, ‘oh, you helped me last time I called,’ — that is very gratifying,” he said.
Jamie Breton, Tony’s supervisor within Patient Access Services, is continually impressed with his commitment to service. “Tony goes above and beyond his job expectations every day, constantly helping patients and colleagues,” she said. “He is an asset to the group dedicated to primary care scheduling and Central Scheduling as a whole.”
Caregivers aren’t just the people who deliver care; they’re also the people who give fast, accurate answers, who resolve stressful situations, who make the whole system run more smoothly and reliably. You can find that kind of caregiver in Tony Le.