AMSURG’s ambulatory surgery center (ASC) staff celebrated Front Office Appreciation Week earlier this month as part of AMSURG Cares, AMSURG’s customer service initiative. Receptionists, schedulers and billers play a critical, yet often overlooked, role in fostering patient satisfaction at the surgery centers. Front Office Appreciation Week was designed to recognize administrative staff for all of the work they do every day to keep the centers running smoothly while AMSURG Cares supports those efforts year-round by training and encouraging center staff to go the extra mile for patients. “We determined that in many instances the administrative staff [had] difficulty seeing themselves and their contributions as part of the overall success of the center,” said Pauline Wilson, associate vice president of patient relationship solutions. “We thought that a Front Office Appreciation Week was a good way to encourage the teams to recognize their colleagues and acknowledge their contributions.” AMSURG supported the effort by providing a gift to front office employees at more than 240 AMSURG surgery centers across the country and encouraging the centers to provide lunch for their staff. Front Office Appreciation Week also celebrated the staff at AMSURG’s Central and Regional Billing Offices by providing lunch and enjoying some team building games and activities. Additionally, members of senior management and the business operations team sent messages of congratulations and thanks. Philip Clendenin, president of the ambulatory division, conveyed his appreciation to the administrative staff by saying, “Thanks for making a positive difference with our patient experience. You are often the first person and last person a patient interacts with at your center. You set the tone for the patient experience and I am proud of the favorable impression you make. Thanks for all you do and for being such an important part of the team.” “From all accounts, our colleagues were surprised and grateful for the gifts and acknowledgements,” Wilson said. “[We] got a lot of thanks throughout the week. We are looking forward to doing it again next year.”
Check out AMSURG’s Facebook page for pictures of the celebrations held throughout the week.