Connect

This is the latest installment in our Connect article series “Hope at Work” — showcasing inspiring stories about how our team members contribute to UVA Health’s 10-year Strategic Plan: “One Future Together Health and Hope for All.” No matter where you work, you have an opportunity to inspire hope in others. These stories show how.

64 people.

6 countries.

10 languages.

Multiple miles a shift.

24/7.

A diverse team serving a diverse community, the faces of the UVA Health Welcome Team are the first and last you see at UVA Medical Center and several other locations. “We say ‘Welcome!’ to patients, staff, and visitors — whenever they arrive,” declares E. Anne Susen, day supervisor. “We’re their first and last contact — no matter the hour, weather, or emergency.”

But the team doesn’t just put out the welcome mat. Sometimes, as you’ll learn, their efforts are lifesaving.

Supporting Our Strategy

The Welcome Team shores up pillars under all three initiatives in our 10-year UVA Health Strategic Plan, beginning with Strengthening Our Foundation — literally, from the ground up. UVA Health Welcome Team members help patients move from vehicles to wheelchairs. And for those patients who need more of a helping hand, the team transfers non-ambulatory patients out of vehicles with a slide board or Golvo Lift. Along with valets, the team also keeps traffic flowing at all entrances — sorting vehicles by need — and closing ramps during emergencies.

And these people movers, are on the move themselves — sometimes walking nine miles a day. The team also manages Lost and Found and Safekeeping.

Easy Access & Experience of Care

Welcome Team members greet patients at Northridge; 415, 500, and 515 Fontaine; and Orthopedic Center Ivy Road (OCIR). They take patients to and from clinics, driving some on indoor golf carts between the West and Main Hospital, and on the People Mover to the Main Hospital, Emergency Department (ED), Emily Couric Clinical Cancer Center (ECCCC), and Lee Street parking garage.

“The hospital lobby and the ED are some of the most interesting places on Earth — certainly a cross section of humanity,” declares Susen. “We see people from all walks of life — a wide range of backgrounds — economically, socially, culturally, and more. We welcome everyone! Our team is approachable, empathetic, compassionate, collaborative.”

Cultivating Healthy Communities & Belonging for All

At the Information Desk, also managed by the Welcome Team, the team screens visitors going to see loved ones; points visitors looking for hotels and restaurants in the right direction; and answers questions — after all, clear communication is crucial, especially in achieving health equity. But that’s not all. “Since the team speaks nearly a dozen languages, we strive to engage with all members of our community and visitors from across the country and around the world, so everyone feels understood,” explains Susen.

Speaking of multilingual — Welcome Team lead greeter Abuzar Khalili arrived in the United States from Kabul, Afghanistan in 2011. The former translator for the U.S. Army is fluent in English, Dari, Persian, and Pashto. He joined UVA Health’s then-Patient Experience team in 2016 and worked his way up only two years later to the lead greeter position on what turned into the Welcome Team during the pandemic. “The best thing about my role is seeing people from different backgrounds,” says Khalili. “I help them during what may be difficult situations. I think you always get a good feeling from helping others — especially seniors.”

He's among five team members originally from Afghanistan; other team members are from around the world including the countries of Ethiopia, Republic of the Congo, Mexico, and El Salvador — and speak languages ranging from Amharic, Arabic, French, and Kikongo — to Lingala, Spanish, and Tigrinya.

Superior Quality, Patient Safety, & Outcomes

“Since we’re considered essential workers, we show up in every type of weather and emergency and stay over if necessary,” says Susen. “During COVID-19, we took temperatures, handed out masks, and enforced evolving policies.”

The team is versed in emergency response following Red Book instructions and can help emergency responders in a non-clinical capacity. Their efforts are impactful. “A gentleman came to the hospital to go to Heart and Vascular,” describes Khalili. “I put him in a wheelchair to take him to his appointment. By the time we rolled from the outdoor ramp into the lobby, he was out of breath even though he was in a chair! I called to have him taken straight to the ED as he was passing out. ED nurses rushed him inside. These incidents are not uncommon — but I remember him especially because he was crashing so quickly!”

Another team member recalls driving a people mover and helping a man get out of his car, but she says he was “not really making sense and not quite steady.” The team member sensed “something was off.” She rushed him straight to the ED — a lifesaving move, since it turned out, the man was going into a diabetic coma.

Team members also are empowered to be a part of the solution. Mary Starkell has been on the Welcome Team for five years. “At the beginning of the pandemic, we had a new setup at the front door of 1215 Lee Street, Main Hospital to screen people. A person came in the front door and stumbled on his own — but then fell into the newly-placed table and onto the ground headfirst. I called Med-5, as nurses flocked to the scene to help this patient. Afterward, I became part of a group to discuss the best way to set up the front door entryway to serve patients and visitors with the then-new protocols. I feel honored to have been part of those decisions!”

Patience Is a Virtue

What are the team’s biggest challenges these days? “Sometimes, people don’t follow rules, especially some of the rules we had during the pandemic, and nowadays, people are asking why they still have to wear masks in the main hospital. We have immunocompromised people here — it’s a matter of life, illness, or even death,” reminds Susen. “We really work on understanding that the world is difficult for visitors — they have a lot on their minds, their loved ones are sick. So we must have a lot of patience in our roles.” 

Khalili agrees. “It was difficult explaining all the rules and regulations to our patients, visitors, and staff during COVID-19 — but except for masks, the restrictions are over and we're operating under the same rules as before the pandemic.”

Susen adds that the Welcome Team is trained in de-escalation techniques. “We know what our boundaries are, how far we can go, and when to ask for help. We work with security very closely.”

Sometimes, the stress comes from within. “Our fellow employees may not realize our Welcome Team has to follow rules to keep employees safe as well,” explains Susen. “Some employees may view us as an obstacle. But we don’t want to be ‘that person’ who annoys everyone. We’re not trying to be rude or impede their movement. Please understand, we follow rules for everyone’s safety.”

Paying it Forward

The Welcome Team is always looking for new members. It includes several college students, often from Piedmont Virginia Community College, UVA, and UVA’s School of Nursing and School of Medicine. “We’re considered a gateway to healthcare careers,” says Susen. “A lot of the soft and hard skills that are learned here, transfer well to other roles.”

Case in point: Miso Park, who joined the UVA School of Medicine's master’s in public health program in 2021 and Welcome Team in 2022. Born in South Korea and raised in Northern Virginia, she’s fluent in Korean and English. Park is interning for the National Women, Infant, and Children Association then will consult for Oracle this fall — eventually hoping to work for the Centers for Medicare and Medicaid.

She says as an Asian American, she hopes to increase equity in health services for immigrants, increase immigrants’ trust in the U.S. healthcare system, and bridge the gap in between. Park acknowledges she struggled with interpersonal skills growing up. Now, she says she’s been buoyed by her Welcome Team role, just in time for her graduation and a career.

“I've learned how to speak to strangers, address issues, and build my confidence as a professional. I'm very grateful for everything the Welcome Team has taught me. Thank you, UVA Health!”

Are you ready to share your UVA Health story of inspiring “Hope at Work”? Submit interest to this form for consideration for a future Q&A installment in this Connect series.