Opening the Door to a Welcoming Environment

“A patient’s first impression is the most important thing, and PSRs are the first people they meet. That initial interaction can set the tone for either a very positive experience or a negative one even before they reach the treatment room,” says Jacinta. “Myself and my colleagues hold ourselves accountable to providing the best service possible to our patients. When you walk into Penn Therapy & Fitness, you will be walking into a waiting room filled with people ready to do whatever is needed to ensure the best care possible.”

For almost 17 years, Jacinta has been playing an important role in the patient experience at Penn Medicine and Good Shepherd Penn Partners. In addition to the administrative responsibilities such as checking patients in, scheduling appointments, and verifying insurance, PSRs aid in clinical care by collecting information from patients through active listening.

“As PSRs, we have a conversation with the patients to relieve the anxiety of being in a waiting room. They may share important information that we can pass along to their therapist before the evaluation to help,” says Jacinta. “As the ice breaks, people can tell you more about what going on. I can tell the therapist a head of time. Before they go into their treatment, we have the opportunity to get patients to a point mentally where they can open to whatever treatment is provided to them.”

As she has seen the growth and expansion of the organization, Jacinta values the importance of the role compassion plays in ensuring a positive experience. As their first smiling faces waiting at the front desk of each of our 18 outpatient clinics, PSRs serve as the glue that holds everything together to allow each clinic to function to the best of their ability.

“Compassion is very important to providing a great patient experience; it means you are concerned for patients’ pain or injury. Patients want to know that they are getting the best care possible,” says Jacinta. “Patients are coming in hurting and you can’t have an attitude or get upset- you have to be positive when they walk in to let them know everyone here you are about to meet cares about you.”