North County Water & Sports Therapy Center April 2019

PATIENT PULSE

(858) 675-1133 | www.waterpt.com

15373 Innovation Dr. #175 | San Diego, CA 92128 | 858-675-1133 12171 World Trade Dr. | San Diego, CA 92128

MEET OUR KILLER B’S HOW BETTINA AND BRITANI MAKE OUR PRACTICE BETTER Here’s something you may not expect to hear from a lifelong clinician: The front office staff of a practice is just as important as the medical team. Sure, quality therapists and assistants are essential for a well- functioning practice. However, the clinical credentials of your team aren’t going to matter much if your administrative operations are lackluster. Delivering the best patient experience requires having the best administrative team. It’s a simple enough premise, but it’s hard to achieve. That’s why we’re so lucky to have Bettina and Britani on staff here at North County Water & Sports Therapy Center. In honor of Administrative Professionals’ Day, which is April 24, I want to take a moment to pay tribute to them in this month’s newsletter. The first thing to know about Bettina and Britani is that they are one heck of a team. In fact, they work so seamlessly together that many of our patients don’t realize they are two different people — though the alliterative names and similarly long, beautiful black hair don’t help in that regard. Regardless of which one you talk to, you can expect a friendly face, expert service, and a careful attention to your needs. Patient interaction may be the most visible part of their jobs, but it’s far from the only thing on their plates. Bettina and Britani do so much that is often overlooked. When they’re on the phone with a patient, they’re pulling up insurance information, coordinating schedules, and probably saying hello to a patient in the office. Basically, they do an insane amount of multitasking so that our therapy staff doesn’t have to. We spend an hour working directly with each of our patients. That’s rare to find these days, and it would be absolutely impossible without our pair of Killer B’s. Another of Bettina and Britani’s remarkable qualities is that they are just as adept at handling our staff as they are at managing patient intake and experience. Whenever I’m in a bad mood or feeling overwhelmed, I can expect a note of encouragement on my desk from Bettina to get me through the day. These touches may not seem like much, but they make a

huge difference. It’s awesome to know that the care and consideration they extend to our team is also offered to each of our patients. Bettina and Britani both believe that everyone should be smiling when they leave the office, and they do everything humanly possible to give patients a reason to smile. When I first opened a practice of my own, it was me, myself, and I for a while. I quickly learned that quality administrative support is crucial for a successful practice. In Betina and Britani, we have a lot more than quality. We have a dream team who strives to create an office that’s a joy to visit. I don’t know where we’d be without them, and I’m forever grateful for their contributions to our team.

Bettina and Britani, you ladies rock. Thank you so much for everything.

–Beth Scalone

1 858-675-1133

www.waterpt.com

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