Exceptional News
Each Employee Makes Specific Contributions To The Overall Success Of Our Patient Care
With a fantastic smile, she's the first person to greet you when you enter the lobby at Exceptional Home Care. She also has a sincere desire to be of assistance. Meet Receptionist Jackie Bagley. Jackie is a lifesaver for Exceptional Home Care. She keeps everything running smoothly throughout the organization, and she is a great asset to EHC. Serving as the company's first point of contact at the Front Desk; Jackie is very hard working and very dependable.
In addition to the receptionist responsibilities, Bagley also provides assistance in Scheduling, Human Resources, Quality Assurance/Performance Improvement and Payroll. With her engaging spirit and can do attitude, she provides this additional support to help these departments meet their goals and deadlines at Exceptional Home Care.
"What I love most about Exceptional Home Care are the people I work with because everyone here is family," she says. "We all work together well; there is so much love here. When I answer the phone, I get great pleasure in being able to talk to so many people and being able to help them in so many ways. Working here has really been a blessing, and I can truly say that I love my job and everyone at Exceptional."
Adjacent to Bagley's office is the Intake Department where Intake Coordinator Jennifer Adams handles a variety of detailed responsibilities. New client referrals are at the top of her list of responsibilities. She determines if the referrals are
eligible and have appropriate insurance or coverage for services. Adams also verifies insurance, obtains authorizations to treat the patients, and maintains insurance authorizations to ensure continuous care without interruption.
Additional Intake responsibilities include coordinating services with hospitals, Case Managers and patients, as well as setting up individual contracts with various groups, such as infusion companies or hospitals, when traditional payments options are not available. The Intake Department also verifies benefits on a monthly basis to ensure coverage and payment.
"I like that I have the ability to help children on a daily basis and interact with the people in the office," says Adams, who is responsible for the skilled nursing visits and private duty nursing referrals. "It's amazing to work for a company that specializes in pediatric care. We have the opportunity to provide services to our clients that allow them the freedom to be at home and not confined to a hospital. Our children seem to do so much better at home. It's such an honor that we have the opportunity to play an important role in caring for these children."
A Conversation With EHC's Director Of Nursing
Audra Whitton, RN, DON, Shares Her Experiences & Passion For Pediatric Nursing
W hen Audra Whitton, RN, DON, accepted employment with Exceptional Home Care on November 9, 2002, she had joined a new and very promising pediatric home healthcare provider who had celebrated a ribbon cutting and open house four days earlier. Indeed, it was an exciting and challenging time at EHC. With great hope and anticipation for a rewarding career in pediatric home healthcare, Whitton gladly took charge of her new clinical responsibilities and began her life-long career goal of caring for pediatric patients.
During a recent conversation with Whitton, she reflected on her experiences and her love for pediatric nursing. "My past experiences range from newborn care in a hospital setting to geriatric home health," she said. "I have witnessed healthcare needs in all walks of life, and I enjoy every aspect of caring for people of any age. But, my heart is drawn to care for children. In saying this, you do not only care for the child with needs, but you have to include other siblings, mom, dad and any other involved family member."
Whitton demonstrates great compassion and has a heart of gold when it comes to caring for the patients and supporting EHC's clinical and office staff. Co-workers say she has an innate ability to unite and bring people together to find common ground. "Audra is an exceptional boss," said Scheduling Supervisor Marsha Lincoln. "She goes above and beyond no matter how busy or bad her day is going. You will never know because she always has a smile and encouraging words to say. Even when her desk is piled high with work, she always finds time to fix our problems," Lincoln said. And, for a problem that she's unable to fix, Lincoln said Whitton stays by your side until the problem is fixed. "She is not only an exceptional boss, she is an exceptional person," Lincoln added.
In her continuing conversation, Whitton said, "I have a true compassion for people and love to help even when it is outside of the nursing profession," she said. "There is such gratification in helping people in need, whether it be emotional, physical or spiritual. My faith in God has given me additional guidance in my career and has helped me in choosing my path."
"Those who know me know I love to talk," Whitton said, as she described the aspects of her job that are always enjoyable. "I get to deal with people all day long. I love to be able to assist someone in working out a dilemma. I love hands-on care and knowing I may not be healing a child from an ailment but I'm making their lives better in some way. And, if God chooses a child to be healed, then what an awesome feeling that is to know you had a part in it. I go home every night knowing I did something good for someone. I choose to find something good in everything I do, no matter what the situation may be."
Inspiration and motivation go hand-in-hand and are oftentimes the drivers behind successful careers. "God blesses me each day by giving me the breath in my lungs," said Whitton, as she described what inspires and motivates her. "My family is awesome and supports me 100 percent. I want the best for them and want them to have a good role model to follow. I also work with some wonderful people that I look forward to seeing. Who wouldn't go to work knowing you can impact a child's life."
Whitton was born in Tyler and graduated from Robert E. Lee High School. In 1995, she graduated from Tyler Junior College as a registered nurse and resides in Bullard with her husband, John and their five children: three daughters, 13-year old Taylor; 11-year-old Samantha; and 9-year-old Madison; and two sons: Call, 8 years old and Little John, 22 months.
Scuba diving and spending time with her family are at the top of Whitton's hobbies and special interests list. "I love to scuba dive," she said. "There is nothing more relaxing than being in the ocean swimming with beautiful sea life. There is no way to describe it. I have a large family and there is nothing I would rather do than spend time with them even if it is just sitting in the backyard."
Her ultimate way to relax is scuba diving, but when this is not available, "I will settle for a good book. Although, I have to admit, it is hard to find peace and quiet in a house with five kids," she said. Their family pets are two cats: Chalie and Smokes; and two dogs: Chevy and Peanut. "Peanut is a Boston Terrier that might as well be considered a kid," Whitton said. "She even goes to the babysitter every day with Little John."
Finding Lasting Success & Achievement
EHC's Assistant Director Of Nursing Lynn Wilson, RN, Reflects On Her 32-Year Nursing Career
It's been said that people find lasting success and achieve their goals when they work at something they truly enjoy. Oftentimes, you hear these people have an enormous passion and dedication for their work. Meet EHC's Assistant Director of Nursing Lynn Wilson, RN. She has found her true passion as a nursing professional.
"My nursing career started on the pedi floor 32 years ago because it was the only shift that would fit my schedule," Wilson said. "It turned out that I loved it." And, she hasn't looked back since, continuing to pursue her life-long passion and love for nursing.
"What I love about nursing is that you can be a nurse in many different areas," she said "My experiences include industrial nursing for a large sawmill, elementary school nurse, doctor's office nurse and EMT, telemetry & med-surg hospital nurse, and pediatric nursing." She has also worked as a professional cross stitcher and cross stitch designer and has displayed some of her beautiful work in her office.
Wilson learned about EHC from a college professor and began working in the field as a licensed vocational nurse in several patient homes. Shortly after becoming a registered nurse, she accepted employment with David Tinsley, BSN, RN, CWOCN, administrator/owner of Tyler-based Omega Home Health. He had recently opened an adult home health facility specializing in wound care. "This was a great step in learning the home health business," Wilson said. "David is an excellent teacher regarding wound care and basic home health. I'm sure he got tired of all the questions, but he was very patient."
"Starting out as case manager and then advancing to Assistant Director of Nursing provided me with the step that led to my present position(s) at EHC as Assistant Director of Nursing, QAPI Director, SNV Coordinator & HIPAA Compliance Officer," she said. "Learning the business side of home health is complicated. My admiration for Deborah Tinsley, BSN, RN, CEO; Gail McCarty, RN, Administrator; and Audra Whitton, RN, Director of Nursing, is daily as they are well versed in home health. Their experience is very beneficial, and I really enjoy learning from them."
"I love the people I work with, Wilson said, as she described the most enjoyable aspects of her position. "I enjoy the challenge of guiding nurses to improve their documentation and just making sure the children are cared for appropriately." Deadlines give her the inspiration and motivation to move ahead and set each day into motion. "The paperwork generated by the case managers is time sensitive," she said. "It has to be entered into the data system in a timely manner and reviewed by the case manager and the QA registered nurses. The entire process, from the case manager's visit in the patient home to data entry and then to QA Review, must be completed in three days. Multiply that by 20 times per week. That's pressure!"
Providing pediatric home care nursing is a complex and comprehensive process that sometimes holds an element of surprise. From Wilson's perspective, "The most surprising aspect of pediatric home care nursing has been the number and severity of sick children," she said. "I don't remember seeing or hearing about so many sick children when I was growing up. I think technology has advanced so much that the health care professionals are able to save more children's lives. It still amazes me that children are sent home to die, but have made great advancements to the point of being able to be weaned of their trach, g-buttons and vents. Precious children no matter how you look at it. I call them ‘little fighters.' "
Wilson will celebrate her 5th anniversary with EHC in November. She was born in Abilene and graduated from French High School in Beaumont. In 1977, she graduated as a licensed vocational nurse from Lamar University in Beaumont, and in 2005, she graduated from Tyler Junior College as a registered nurse. She has been married to Joey Wilson for 31 ½ years, and they have three daughters: Jolyn, 22-years old; Laura, 19 years old; and Kathryn, 17 years old. She enjoys fishing, cross-stitching, talking to her kids on Facebook; and doing whatever she needs to do for them and working. To relax and unwind, she enjoys Bejeweled Twist. An energetic Yorkie named Chido (pictured) is their family pet who "loves to climb up in your lap, stand up and ‘hug' you," Wilson said. "He's full of energy and a lot of fun."
Looking Inside At Exceptional Home Care
Talented & Dedicated Office Staff Provide Valuable Support At EHC
EHC's clinical team is exceptional in so many ways because they have brought together office staff dedicated to their work responsibilities, supportive of each other and truly focused on meeting the goals of the department. QA/PI Assistant Ann Dickerson has been employed with EHC since March 2004. To
her position, she brings the work experience gained from her previous employment as Training Coordinator at Cox Communications; Office Manager at R & D Business Systems; and Office Manager at Photogem Labs, all located in Tyler.
In the clinical Department, there are always projects on the horizon waiting to be done as time permits. And, these pending projects are what makes Dickerson's job interesting and challenging, she says, because "you're trying to accomplish everything in a timely manner." "You always have another project waiting for you to complete," she said. But the best part of her job is the interaction with the case managers and other employees. In the Tyler Office, she is also known as the "cake lady," because she bakes the monthly birthday cakes for the office staff.
Dickerson was born in Marshall and graduated from American Home School. Her family members are: husband, Richard, married 44 years in July; four children: Mary Ann, 42 years old; Roscoe, 41 years old; Chad, 37 years old; Nancy, 35 years old; four grandchildren: 14-year-old Heather; 12-year-old Marshal; 6-year-old Kennedy; and 3-year-old Taylor.
Relaxing and unwinding for Dickerson means "spending as much time a I can with my grandchildren; taking them shopping, fishing, hunting, swimming, and doing whatever they want to do," she says. Her hobbies and special interests include NASCAR racing, hunting, fishing, reading, (although she says there isn't much time for this one) cooking, and riding her 4-wheeler with her family.
Working as a Nurse Tech at Mother Frances Hospital in Tyler helped QA/PI Coordinator ShaRisa Rainwater, LVN, prepare for her present position at EHC. As a Nurse Tech, "I was able to take on patients and work on the floor as a nurse in training," she said. "That work experience was very educational, and it was real world nursing, experienced first-hand, not from a book."
Prior to her nursing career, Rainwater had worked after school and on weekends as personal assistant and office manager to the CEO of Top Kick Productions owned by Chuck Norris. She also worked in a hair salon owned by her grandmother. "The moment I stepped into the salon, I would answer the phone, help with customer services and do whatever was needed," she says. "I was able to see first-hand how much determination and hard work goes into running a
privately owned business. These unique career areas helped me to decide the path I wanted to pursue in nursing and healthcare-patient care and paperwork all rolled into one!"
Rainwater says the most interesting aspect of her position is learning about new diagnoses and how they are addressed. Her most challenging aspect is the realization that "we have so many clients with many different issues going on," she said. And, the best part of her job is communicating with the case managers. "I like interacting with the case managers and helping them in any way. I also enjoy going out into the field to perform wound care or lab draws. I tend to miss patient contact." Rainwater celebrated her 1st anniversary with EHC in November 2008.
Rainwater was born in Bryan-College Station and graduated from Navasota High School, Navasota, Texas. She attended UT Tyler and Blinn Community College for her general education requirements and later graduated from Tyler Junior College as a Licensed Vocational Nurse.
Her family members are: her husband, Craig, who she married seven years ago; two sons: 9-year-old Christian "Jay-Micheal" and 13-month-old Lucas Kane; and her 82-year-old grandfather, Leon, who moved in after her grandmother passed in 2004. "He is set in his ways but we just LOVE him," Rainwater says.
Rainwater's hobbies and special interests include: fishing, being out doors, working in the yard, watching Jay-Micheal play baseball and watching Lucas grow up. Her favorite relax and unwind list includes massage, pedicure and manicure, watching movies, TV, and spending time with her family. Their family pets are two dogs: a gentle, loving Pit Bull named Lady and a Min Pin named Duke. They also have two large fish tanks.
Pediatric Therapists Improve Motor Skills, Open New Doors Of Communication
Therapy Skills, Personal Qualities Ensure Optimum Therapy Care
Caring for pediatric therapy patients in their home requires specific therapy skills and a host of personal qualities. Three important qualities are considered universal in all therapy disciplines: (a) Therapists have to really like people and want to help and work with them; (b) Therapists must have a steadfast spirit of cooperation to work successfully with other members of the health team; and (c) Therapists should display a wealth of patience and persistence to deal with the expected and the unexpected. These unique qualities help to ensure optimum therapy care for the pediatric patients at Exceptional Home Care.
Recently, EHC had an opportunity to interview two therapists who are providing therapy services to our pediatric therapy patients. Our first interview was conducted with Susan S. Kemp, OTR, who resides in Tyler.
Kemp is a graduate of Boston University Allied School of Health professions and has been employed at M.D. Anderson Hospital. She has also worked with head injured in a community re-entry program and provided geriatric care in nursing homes and home health, but says her love has always been pediatrics. She employs two full-time COTA's, one part-time COTA and provides therapy services to schools in Anderson and Rusk Counties. She also contracts with major pediatric home healthcare agencies in the Tyler area.
One of the most satisfying aspects of caring for pediatric therapy patients in the home has been direct patient care, Kemp says. "You see your patients in their home, and many times there are architectural barriers, the noise of a big family, pets running around, and etc. Even with all this activity taking place, you are able to do important functional things with the child, such as helping to solve a potty training problem," she says. "The families are grateful for the therapy and also appreciate the assistance to help them obtain adaptive equipment. I really like feeling that I'm making a difference in a positive way."
Caring for therapy patients in the home also presents specific challenges. Working out the logistics of creating a schedule that fits the needs of family members; developing a schedule that is geographically workable; or planning schedules for children attending school all require workable solutions. "You are also
out there alone, and it is harder to communicate with the physical therapist and speech therapist who also see the child then it is in a rehab setting," she said.
Watching her therapy patients reach new developmental milestones has been very rewarding for Kemp. "Nobody thought "B" would ever crawl but he DID, at five years old," she says. "J's hands were so tactile defensive he would not hold anything for more than two seconds. Now, he manipulates a variety of objects of various textures. And "Z" came home from the hospital at eight months, unable to even hold her head steady with tubes for eating and breathing. She now runs to greet me to see what's in my bag for her to play with; she will be three years old in February. And with older kids, it's really rewarding to watch them ‘get it,' from printing their name to tying their shoes. With the really low-level kids, it's great to just make eye contact and illicit a genuine smile."
Kemp says the most surprising aspect of pediatric therapy has been change. "Things are always changing. People move, go to the hospital, parents divorce or have more babies. Even the weather changes, but home therapy goes on with the goal of
improving the functional performance of these kids by improving their hand skills, social skills, self care and even play skills."
"Children are apt to live up to what you believe of them." -Lady Bird Johnson. In so many ways, this statement rings true. Kathy Park, M.S., SLP, has been utilizing her therapy knowledge and experience to connect with children and to guide and nurture their curiosity, regardless of their disability. Park is a graduate of Texas Women's University, College of Health Sciences in Denton and resides in Ft. Worth. She has been employed in schools, hospitals, nursing homes, rehab centers, and group homes.
Because of her broad therapy experience, Park says she has learned how to quickly adapt to constant
changes in Medicaid and Medicare guidelines. And, she is very comfortable communicating with the nurses, doctors, family members and teachers.
One of her most satisfying aspects of caring for therapy patients is witnessing the parents participating in the therapy session and immediately seeing progress with their child. "In a home health setting, we are not just treating the patient, but also the family," she says. For example, "it has been rewarding to show parents how to read a book to a child in a way that will maximize the child's learning experience. I can also show parents how to alter the home environment to create an atmosphere where the child must use more verbalization and make requests for items, etc."
Developing these close relationships with the families has been the most surprising aspect of pediatric therapy, says Park. "I have been surprised by how close I get to these families and how concerned I am about them, even when I'm off-the-clock."
Dawn Phillips Named HR Director
Phillips Assumes HR Responsibilities Effective January 22nd At EHC
Dawn E. Phillips, employed as Director of Therapy Services at Exceptional Home Care, has been named Human Resources Director effective January 22, 2009, according to an announcement made by EHC Owner Deborah A. Tinsley, RN, BSN. Phillips will carry out the responsibilities of the HR Department for the corporate and Dallas offices.
Phillips brings a wealth of knowledge and professional experience to the Human Resources Department. She has held the positions of employee insurance clerk; HR coordinator; insurance coordinator and most recently Director of Therapy Services at Exceptional Home Care.
She is a graduate of Jacksonville High School and received her accounting certificate from Pulaski Technical College in North Little Rock, Arkansas. Her professional experience began in 1988 when she accepted employment with Blue Cross and Blue Shield of Arkansas as customer service representative and later utilization review clerk.
In the years to follow before joining Exceptional Home Care in January 2007, Phillips was hired as a data operator for the United States Postal Service; cancer claims examiner at Aegon, Incorporated; health claims examiner at Corporate Benefits Solutions (TPA); repricing claims examiner at Corvel Corporation; and various health care claims examiner positions at Transamerica Worksite Marketing in Little Rock, Arkansas. In addition to her diverse work experience, she has also received specialized training in medical terminology, fraud, HIPAA, and the filing of disability claims.
In terms of hobbies and special interests, Phillips and her husband, Butch, devote their time to their 18-month-old grandson, Chase Phillips, who lives with them. "We play games, read books, and visit Aunt Vickie," she says. "My favorite time of the day is at night, curling up in bed with Chase." They have five family pets: three fish; one turtle; and one dog named Tubby. Family members are: husband, Butch Phillips; son Scott Sellers, 21 years old; daughter, Jordan Hunsberger, 18 years old; stepdaughter, Chasity Phillips, 19 years old; stepson, BJ Phillips, 13 years old; and grandson, Chase Phillips.
Capturing The Memories Of A Special Children's Day
EHC Participates In 12th Annual Special Needs Celebration At Camp Tyler
Image a beautiful fall day at a camp facility with tall trees lining blacktop pathways. Hear the birds as they sing, a soft breeze blowing through the trees with the rustling of leaves. Ahh, what a way to enjoy a Sunday afternoon. But wait, there is more! So much more! Children! Shrek! Princess Fiona #3! Pictures! Food! Pony rides! Miniature train rides! Carnival games! Hay rides! Laughter! Smiles and more smiles!
I had the privilege of volunteering for our agency, Exceptional Home Care, at the 12th Annual Special Needs Celebration at Camp Tyler on Sunday, October 19th. Yes, I was Shrek! Princess Fiona #3 and I posed with these precious children and some of their families for a keepsake photo. I had no idea how many of these children loved Shrek. (That is probably because I am in my fifties and have much older children.) The theme of the day was "Just Being Me." I had the best time seeing the joy, the happiness, and the excitement these children demonstrated as their picture was made with Shrek and Fiona.
Three children in particular kept coming back to our booth to talk to Shrek, get a hug, and yes, get in the picture with whoever was getting their picture made at the time. (We had to take a lot of retakes.) The point is I believe these children were more of a gift to me than Shrek was to them.
At the end of the day, I took the Shrek costume off, boarded the hayride back to where my car was parked and felt exhilarated. It has been several weeks since that day, and I still have a warm feeling for not only the children but for their parents. Thanks to the many people who made that day a great success! I heard there were 700 + participants from all over East Texas. It was a GRAND day for all!
Celebrating Our Healthcare Professionals
Take Time To Salute Our Home Care Providers During National Home Care Month
November is National Home Care month and a great opportunity to personally recognize the dedicated healthcare professionals who have made a difference in your life. These talented, gifted and resilient healthcare workers are our co-workers, friends and neighbors who have made life-long commitments to serve the medical needs of others.
For RN Case Manager Amanda Weems, selecting the nursing profession was an obvious choice. "Growing up, I always seemed to be fascinated by the world of medicine," she said. "I chose nursing because I wanted to be able to provide patient care, advocate for my patient and truly make a positive difference in someone's life."
"There is so much more to nursing than I ever dreamed of as a new graduate," Weems said. "Nursing has endless possibilities, opportunities, challenges and rewards. In nursing school, you are taught the textbook version of how things happen and are supposed to work. In the real world of nursing, it is much different. As a nurse, you have to be on your toes, stay resourceful and be ready for something new or better to come along."
When Weems began her nursing career, she had no idea that she would be working in pediatric home healthcare. "Both pediatrics and home health were the furthest from my mind when I graduated from nursing school," she said. "However, pediatric nursing has been the most rewarding and eye opening experience for me. Our patients may be small, but don't let that fool you. They pack a strong punch and have more will power and determination to live than most adults do. It is amazing to see how a child can be so positive and optimistic, even with multiple diagnoses and problems stacked against them."