Service Care is a program consisting of seven standards for performance and customer service. Each employee strives to follow these standards on a daily basis. Below, we recognize those who excel in Service Care.

The Employee of the Month is chosen as someone who exemplifies all seven standards, and the Service Care Stars are employees chosen each month that excel in the standard they represent.

Carla Noel, RN in the ICU/IMCU, has been named Employee of the Month for May 2008.

May Employee of the Month

Carla Noel, RN in the ICU/IMCU, has been named Employee of the Month for May 2008.

Carla graduated from Gladstone High School in Gladstone, Michigan.  Later she attended Bay de Noc Community College where she earned her LPN and RN degrees.  Carla began working for BAMC in the Med/Surg Department in 2003 and is also Per Diem in Emergency Services.

As an RN in the ICU/IMCU, Carla’s duties not only center on patient care, but also include providing emotional support to patients and families.  Carla is involved in scheduling, education, and also participates in various committees.  She especially likes the people she works with and taking care of her patients.  She noted “BAMC employees consist of a wide range of backgrounds, cultures, and personalities.  I have made a lot of great friends while I’ve been here and have had the ability to grow a lot as a nurse and a person.”

Paula Lintner, Director of Critical Care Services, indicated that Carla went above and beyond recently when she responded to a Rapid Response Team Call on a pediatric patient and stayed with the patient for several hours to help stabilize.  In addition, Paula said “Carla has taken on updating policies and procedures that cross several departments to make sure our patients are safe.  Carla is also involved in the ICU Unit Based Shared Governance Team and helps with the ICU Department schedule; both of which help provide safe care for our patients while empowering staff for staff satisfaction.”

When asked to comment about being employed at BAMC, Carla replied, “I enjoy my job and get a lot of self fulfillment from doing it.  I feel with the experience I have I could work anywhere as an RN, but choose to drive an hour to BAMC because it is a great place to work.” 

Congratulations, Carla, on being named BAMC’s Employee of the Month for May.

Standard 1 - Make Positive First Impressions our First Priority

Angie Schmidt, Accounts Payable Assistant, Accounting.  Angie makes positive first impressions both within Bay Area Medical Center, as well as with outside vendors.  She is always friendly, considerate, and positive when interacting with others.  Angie’s performance impresses those she works with and she does a great job in the Accounting Department.

Standard 2 - Treat Others as Guests

Deb Rogers, Unit Secretary, GI Services.  Deb is a “people person,” who excels in treating others as guests.  She loves interacting with patients, families, and co-workers, and it shows.   She greets others with a smile and makes guests feel welcome when they enter her Department.  Deb has a wonderful sense of humor and undoubtedly enjoys her job.

Standard 3 - Develop Service Recovery

Kristie Rice, Billing Clerk, Patient Financial Services.  Kristie does a great job with patients who are angry and confused about their bill.  She develops service recovery by contacting other providers to get answers to their questions.  When there are issues that Kristie is able to solve, she is apologetic and expresses understanding.  In addition, she follows up to make sure the complaint was resolved. Kris is a true resource to the entire billing staff and PFS team.

Standard 4 - Communicate Effectively

Amy Beaudo, Administrative Assistant, Physician Services.  Amy does a great job communicating with everyone in Physician Services.  Even when placed in stressful situations, Amy is able to respond positively.  In her position she works with managed care contracting, medical provider credentialing, and property leases.  In each of these aspects she utilizes effective communication and really does a great job.

Standard 5 - Serve Others From a Team-Centered Approach

Sue Proft, Technician II, Diagnostic Imaging.  Sue is a team player who is always willing to share her knowledge so everyone can have a better understanding of DI protocols, computer equipment, and software.  She took a leadership role in assisting with the PACS project, and the converting from film to digital acquisition for CR X-rays.  Sue volunteers for team activities when there is a need to resolve system issues.  She simply enhances the X-ray team all around.

Standard 6 - Project a Positive Attitude

Carol Oscarson, Console Operator, Registrations.  Carol projects a positive attitude when greeting patients, visitors, and staff.  She welcomes them in a warm and friendly manner.  She always has a smile on her face, and this comes across in her telephone conversations.  Carol focuses on providing excellent customer service while maintaining a cheerful outlook.

Standard 7 – Make Excellence the Goal

Mike Orlando, Paramedic, Ambulance.  Mike is an extremely dedicated employee who successfully achieves his goal of excellence.  As an invaluable member of the Ambulance Department, Mike not only exceeds expectations as a Paramedic, but is also resource for computer problems and is considered a liaison with I.T. He displays enthusiasm and continually masters the skills necessary for his job.  He is knowledgeable, kind, empathetic, and willing to assist with any request.  Mike does his job well and is truly liked by everyone.

WHO HAS BEEN RECOGNIZED IN THE PAST?

To view past recipients of the Employee of the Month and Service Care Star awards, select from the following menu: