By Beth Allen
We have a PET/CT technologist at Banner Imaging that has a fan club. Her name is Alexa Greer and she gets mentioned on our Medallia surveys pretty much every week. We have many team members that are mentioned by name and have impressive survey scores, but Alexa has had her name included on the survey more than anyone.
Examples of the impact she has made on her patients are reflected in the comment section of the survey.
“Alexa was so attentive, friendly and was OUTSTANDING!!”
“Alexa did my imaging and she is just awesome. Could not have had anyone better do the work. Thanks!”
“I love Alexa! She is so nice and smart and professional.”
“Alexa was MARVELOUS. She had a great personality and made my procedure a little less frightening.”
Seeing her name week after week made me think that sharing her customer service philosophy may be worthwhile. Prior to achieving her degree in nuclear medicine, Alexa worked as a phlebotomist and as a bartender/server. She has been in imaging for 15 years and with Banner since 2008. She performs PET/CT at our Banner Imaging Lakes location in Sun City, Arizona. She credits her positivity for all the kudos she receives from patients and her co-workers.
Alexa exhibits a special type of enthusiasm while doing her job. She explains that she is a happy person by nature, and it is easy to be enthusiastic because she loves her job. “I love helping people and being a part of their planning and recovery. There is nothing like seeing cancer patients going into remission.”
Her goal is for each patient to want to return to her location for any imaging they need. She likes to break the ice with a little humor to start. “Most of my patients like the fact that my name is Alexa because they have one at home. It really helps break the ice when people are really upset and scared.”
Alexa states that she has learned over the years that it is always best to look at the bright side. “Things might get hard at times, but they always work out for the best in the end.”
A successful workday for Alexa is to have all her patients smiling when they leave. She does her best to let her patients know what to expect during the exam. She explains the process of the PET/CT and how long it will take. It is important that the patient is relaxed and still for the uptake portion of the PET/CT so she works hard to make the patient comfortable and that she has answered all of their questions.
This comes easily for Alexa. Her personality is perfect for the type of work she does. For some, customer service is something that must be taught. Each of us has different strengths and Alexa has some advice for those who have to work a little harder at it. “Always keep a smile on your face and always have good eye contact. This will give the patient clues that you are listening and paying attention.” She also reiterates that tone and patience are also important.
Alexa makes sure that she is consistent. When her patients return, they will have the same positive experience they had the last time. She has made her attitude a habit. It is something she does not have to think about. How does she do that? She is motivated by knowing that her patients are pleased with their imaging experience. She added, “Loving where I work and the people I work with keeps me going.”
Alexa illustrates just how much of a difference one person can make for a team. When there is one team member that truly embraces the impact that can be made for each patient by giving them our full attention, that can spread to others and soon it is a culture. It reminds me of the Starfish Story by Loren Eiseley. It explains how there are hundreds of starfish that were washed up on a beach after the tide rolled out. The starfish would die out of the water. A young boy was gently throwing them back into the ocean. An old man walking by asked why he was doing that. There were so many starfish he did not see how this would possibly make a difference.
The boy threw one out into the water and said, “I made a difference to that one.”
We can create a successful patient experience and a positive supportive culture, one patient at a time. Alexa’s patients share how they feel important during their time with her. That is how we do it. One at a time.
Thanks for all you do!
Beth Allen, RT(R)(CT), CRA, is the director, clinical operations at Banner Imaging.
