A smile is contagious
Employee Spotlight | Nancy Small
The saying “A Smile is Contagious” sits on top of Nancy Small’s computer monitor. It’s a motto that Nancy has lived by for more than 16 years of working at Open Door Health Services. The funny thing is most patients have never seen Nancy’s smile. They’ve heard it.
Nancy spends most of her workday behind the scenes as an Open Door scheduler, answering a portion of the hundreds of phone calls the health center receives daily. In January, Nancy was the voice on the other end of more than 2,500 calls.
Nancy started in 2007 as a switchboard operator at a former site in Southway Plaza. Eventually, she was given scheduling responsibilities and a new work home in Open Door’s downtown Muncie health center. While some things have changed, her approach to patient care has not.
“I am here to help patients,” says Nancy. “When our call ends, I want the patient to feel like I’ve taken care of them, that I’ve helped them with what they need.”
One of Nancy’s secret strategies is adding a personal touch. “I start each call by introducing myself, so the caller knows who they are talking with,” she says “And I smile during every call. People can tell if you are smiling when you talk to them, even over the phone. It makes a big difference.”
Not every call is easy. “You never know who’s on the other end of the line when the phone rings,” said Nancy. “Sometimes people are really upset or frustrated. They are facing tough things and struggling to get answers. I try to put myself in their place. And I try to give them the level of service that I would want.”
To Nancy, this is just a part of doing her job, but to others, Nancy’s care and commitment are above and beyond. Bri Hubbard, a fellow scheduler, sees and hears this commitment daily.
“Nancy is one of the most compassionate and dedicated people I have ever worked with. She truly treats patients and co-workers as if they are part of her own family,” Bri shares. “She never fails to be the first one to offer a helping hand, no matter the situation. Her kindness and empathy make her a remarkable asset to our team and make me proud to call her a co-worker and friend.”
With a love for the beach, Nancy is also known around the office for her nearly year-round sandal wearing. “Every year I go down to Florida to stay at the beach with my sister-in-law. It’s my favorite place to be,” said Nancy. “I wear sandals ten months out of the year. I’ve been this way since I was a kid. I had to switch to different shoes on January 4th this winter, but in early March, the sandals will be back!”
Nancy may work behind the scenes, but her professionalism, commitment, generosity, and uniqueness make a big difference to patients and staff members alike.