Patient access representative supports patients, team during hurricane

As a patient access representative for Lymphoma, Graciela “Grace” Chavez is the first point of contact for many new MD Anderson patients. She handles intake and helps them prepare for their first visit, including completing registration, obtaining medical records, and scheduling their first appointment.

“Patients are often scared before their first appointment,” says Jennifer Canales-Olmos, supervisor of patient access operations. “But Grace is always calm, kind and professional. She takes time to explain things to patients and talk them through any nervousness. It’s a special skill set.”

Prioritizing patients’ needs

Assisting patients took on a new level of importance when Hurricane Beryl made landfall in Texas early on July 8. Like millions of people across Houston, many MD Anderson employees lost power, internet connectivity and reliable phone service. While most of her colleagues were without power, Chavez wasted no time springing into action.

“I still had power and an internet connection at home, so I immediately asked Jennifer what she needed me to do,” she recalls.

For hours, Chavez contacted patients who had appointments scheduled for that day. She walked them through the process of rescheduling and reached out to other MD Anderson teams to help reschedule imaging and labs.  

“I knew their anxiety was sky-high, so I did my best to comfort them,” she says. “The patients were very understanding and grateful I could get them new appointments. They said just hearing somebody’s voice from MD Anderson relieved their stress.”

A reliable teammate

Canales-Olmos calls Chavez a “Hurricane Hero” for how she stepped up to help patients and her teammates. Up until she lost power, Chavez checked in on her coworkers to see if they were doing OK, reached out to their patients and communicated messages from Canales-Olmos.    

“Grace was the last person standing,” Canales-Olmos says. “She kept me updated with everyone’s status when messages to and from my team weren’t going through. She was an amazing partner to me and the rest of the Access Leadership team.”

Chavez says she couldn’t ask for a better team.

“We all help each other out,” she says. “It’s not an option. If my team needs me, I’m there.”

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