Author: Renee Berban

UMCP continues to make sure to achieve the best compliance standards.

“We are open – You are safe” embodies the efforts of UMC Health System. As we work to get back to business as “usual”, extra measures have been taken to ensure that patients and family members coming to our locations can be assured that proper protocols have been put in place to keep our employees and our patients safe. 

The Lubbock Safe! initiative offered by the City of Lubbock gives local businesses some additional guidelines to follow to minimize the concerns of their patrons. None of the businesses allowed to reopen by the State are required to follow these guidelines or participate in Lubbock Safe! Participation in this voluntary program is a visible way to spotlight businesses which have gone beyond the minimum state requirements to provide additional confidence and safety for customers and employees. 

Extra measures were taken to by all our clinics follow the guidelines to meet these standards. Our locations, along with other businesses who certified as Lubbock Safe!, display Lubbock Safe! decals on their business storefronts. 

While shelter in place was recommended during the last few months, many people took advantage of the Telemedicine options for patient care. Patients called their providers to get medical advice and Medicare patients even received annual physicals. Shauna Baughcum, Assistant Director, Compliance, UMC Health System stated, “There have been multiple challenges in billing for Telemedicine and COVID related services.  CMS continued to change the rules and requirements for billing and coding every few days. UMCP Billing Compliance Task Force has been an instrumental group in making sure to monitor payer websites, meet weekly and try to be informed as possible with all the changes from the payers.” 

A ‘Quick Reference’ guide was developed and emailed to UMCP managers on May 22^nd. As Telemedicine continues to evolve and billing practices may change, the ‘Quick Reference’ guide located in One Drive is maintained to reflect the most accurate billing codes. 

UMC locations are open and are safe. Together, the employees of UMC Health System are determinated to continue to lead the way to serve our city and to gain the trust of all those we encounter.

UMC Physicians

• Culture: Service is our passion.
• Vision: The best place to work and the best place to receive healthcare.
• Mission: To improve the quality of life for our community.

“Amid the crisis, a company’s purpose should remain steadfast: It’s never negotiable. Purpose is where the head and the heart unite.”

How does the work you are doing during this pandemic enable you to personally / purposefully contribute to the Culture, Vision and/or Mission of UMCP?

I am very honored to be a part of the COVID-19 Clinic.  It has been amazing to watch several departments come together for a common cause.  We have been able to work with UMC employees which has been nice and an opportunity to build a better working relationship with UMC.  I am very proud to work for an organization that Service is part of our mission statement and what better way to serve than to have the chance to work at the COVID-19 clinic.  It has been a lot of hard work, a lot of long hours but very rewarding.  A true example of Service is Our Passion!  One of the things that has been most impressive to me is the fact that the UMCP Executive Director and COO have been out there every day and the CFO helps out when his schedule allows.  Dr. Barker has been amazing!!  He has truly been the COVID Commander and we are very proud to have him.  I am very Proud to be an UMC Physicians employee during this pandemic.

Sherri Stone, COVID Clinic, Placing Orders for Tests, UMCP ‘Home’ location – Operations Director

Working at the COVID trailer has helped contribute to our culture because it has allowed us to be there for our community during a very difficult and needing time. It has contributed to our vision because many of our co-workers have stepped up and offered extra time to help one another. I believe we are helping our mission by being involved and showing our community and patients that their lives and wellness do matter to UMCP.

Audri Jaramillo, COVID-19 Clinic Patient Representative, UMCP ‘Home’ location – UMC MOP Urgent Care

Everyone can come together as one to make something happen. We live out our mission as we put in countless hours in during all kinds of weather to make sure our community has testing available. Everyone is learning from each other across the company by doing different jobs than what we are all used to. We know we can all rely on each other to help each other out.

Lauren Casares, COVID-19 Clinic CMA Swabber, UMCP ‘Home’ location – UMC KingsPark Urgent Care

Working at the COVID Clinic enables me to serve my community of people who may be frightened or uncertain during these times. I get to be a calming presence for a moment to people who can be overwhelmed by the virus and the information they hear.

Desinee German, COVID-19 Clinic Patient Representative, UMCP ‘Home’ location – UMC LakeRidge Medical Center

Getting to work at the COVID-19 Drive Through Clinic gives me a chance to serve the Lubbock Community as well as help improve the quality of life for our community. Whether we are calming anxious patients or just getting them positioned in the correct lane for testing, I go home knowing I had a chance to make a difference. The community has really shown its appreciation by donating countless meals and supplies to our efforts. This makes me proud to work for UMCP.

Bill Paulk, COVID-19 Clinic Traffic Control, UMCP ‘Home’ location – Operations

Working at the COVID Clinic allows me to contribute to the culture of UMCP. We are providing a service with passion by allowing people an opportunity to get screened for COVID-19 effectively and efficiently.

Maria Gonzales, COVID-19 Clinic CMA Swabber, UMCP ‘Home’ location – UMC MOP Urgent Care

I wanted to make a change and see what the UMCP experience would be compared to Covenant. My friends who work here love it and I wanted to be a part of the environment.

Cass Trevino, Patient Rep, UMC KingsPark Urgent Care

I chose UMCP because it is a great way for me to gain healthcare experience. UMCP is also an awesome facility offering many opportunities to grow as an individual. I am in the process of completing my Master’s Degree in Healthcare Administration and UMC is known for being one of the best teaching hospitals around! What better way to start off my career by working with the best of the best?! PALS has made me feel so at home and I enjoy going to work every day!

Jaden Freeman, Patient Rep, UMC Pediatric Associates of Lubbock

I have family and friends who work for UMC Health System and a friend that previously worked for UMCP. Each one of them love their jobs and they encouraged me to seek out a job at UMC or UMCP. When I arrived for my interview, I was immediately greeted by everyone and no one failed to smile. I knew right away that this was an environment I wanted to be in every day. I am very happy here! The people I work with every day are definitely a blessing.

Christian Terral, Patient Rep, Float Pool

UMCP had the vision and values I was looking for when getting back into healthcare. During my interview they seemed to really care for their people. The energy from Monica and Brittany fit exactly what I was looking for after having a military background. So far, I believe I made the right decision and I’ll be working with UMCP for a long time! I’m glad I was selected to work at UMCP!

Ashley Ward, Patient Rep, UMC KingsPark Urgent Care

I wanted to be a part of a community that had a lot to offer their patients and staff. Being with UMCP for a month now, it’s been an amazing opportunity and I feel I can see myself here for a long while. 

Amber Longoria, Referral Clerk, Referral Center

I chose UMCP because when I go to UMC clinics or the hospital I feel very welcomed. I love how they get the services done. That’s how I knew I wanted to work there. They work with passion and that’s how I want to serve people with passion.

Yanira Garcia, CMA, Float Pool

UMCP is big in Lubbock and is growing even bigger. They have a solid vision. I wanted to be a part of this team. I’m growing in my career and wanted to be a part of a company with opportunities. 

Storm McCoy, Patient Rep, UMC Milwaukee Family Medicine

I chose UMCP because I heard great things about the company. It’s a big company and you have opportunity to grow.

Alyjae Graves, CMA, Float

Congratulations to our Employees on their Educational Achievements!

Tara Minshew
Practice Manager
Wolfforth Clinic
Texas Tech University Health Sciences Center
Bachelor of Science in Healthcare Management – Dec 2019

Jaden Freeman
Patient Representative
Pediatric Associates of Lubbock
Texas Tech University
Bachelors in Human Development and Family Studies – Dec 2019

Mercedez Lopez
Patient Rep (part-time)
I-27 Medical Center
South Plains College
Certified Surgical Technician (working at UMC) – Dec 2019

Cheryl Clark
TeamChoice Executive Director
TeamChoice
Medical Group Management Association-MGMA
Essentials of Group Practice Management – March 2020

Andrea Mendoza
Office Assistant
CBO
Vista College
Associates Degree of Applied Science in Business Administration and Leadership – June 2020

Nicole Roberts
EDI Specialist II
CBO
Vista College
Associates Degree of Applied Science in Medical Insurance, Billing, and Coding – June 2020

Marisa Calder
Director
CBO
University of Texas at Dallas
Master of Business Administration – May 2020

Rachel Risley 
Educational and Training Specialist
Training and Education at HR
Texas Tech University Health Sciences Center
Masters in Healthcare Administration – May 2020

Samantha Whitiker
Patient Representative
Orchard Park Family Medicine
Texas Tech University Health Sciences Center
Bachelor of Science in Clinical Laboratory Science – May 2020

Our UMC Physicians and UMC Health System Leaders, Local Leaders, State Leaders, and Government are diligently working for the best interest of all of us during these unusual and uncertain times. They advise us and direct us with their most current view as they face many ‘known unknowns’. Resilient leaders also encourage their people to adopt a calm and methodical approach to whatever happens next. UMC Health System President and Chief Executive Officer Mr. Mark Funderburk reminds us to remain Firm, Not Fearful.  

Read the email messages on Fridays from our Executive Director Glen Frick when he communicates with all UMCP his “best current view” – which means that as of that day and time, this is what we know. 

Also, Mr. Mark Funderburk provides daily updates.

Some of the many services offered by UMC Health System and UMC Physicians during this time are:

• UMC Drive-Up Screening Clinic
• UMC COVID-19 Call Center
• City-wide Park and Pray 
• UMC Childcare Program at Miller Elementary
• The COVID-19 Donation Fund through UMC’s Foundation
• The Counseling Center at TTUHSC – weekly mental health support groups for UMC Health System employees
• Encouraging Messages from UMC Chaplains
• Telehealth Services

While the way we conduct our lives – our healthcare, our work and our social activities – is ever adjusting to the most current information and best practices, our leaders have been keeping us informed of how we can limit the exposure and effects of this pandemic. Our role is to willingly listen and adjust to do our part. Together we live out our culture – Service is our passion.

Executive Director Glen Frick states, “I am proud to stand with each and every one of you during this storm.  We will come out on the other side even stronger.”

Read the Article – Serving with Passion and Purpose – to hear comments from our employees who are serving at the COVID drive-through clinic.

Five Years

Laura Bustamante – UMC Internal Medicine Associates
Ashley Cagle – UMC LakeRidge Medical Center
Mary Castillo – Central Business Office
Susana Crawford – Referral Center
Rachael DeLaRosa – UMC West Texas Heart Surgery
 Yadira Gallegos – UMC Shallowater Clinic
Marlisse Garcia – UMC LakeRidge Medical Center
Ricardo Lopez – UMC Idalou Clinic
Liz Lozoya – UMC Southwest Gastroenterology
 Cherise Mendoza – UMC Developmental Center
Rita Payne – Central Business Office
Lindsey Risdon – Float Department
Nancy Rivera – UMC Developmental Center
Stephanie Sainz – Referral Center
Syreeta Taylor – UMC I-27 Medical Center
Nadia Toor, MD – UMC Internal Medicine Associates of Lubbock

Ten Years

Lisa Acosta – UMC KingsPark Urgent Care Center
Charity Boothe – UMC Pediatric Associates of Lubbock
Donna Brazell – UMC Idalou Clinic
Cristy Browning – Accounting
Maribel Espinoza – UMC Developmental Center
Juan Garcia – UMC Internal Medical Associates, Hospitalist
Camilla Glenn – UMC Express Care Clinic, 82^nd & Boston Ave.
Patricia Gonzales – Central Business Office
Tara Minshew – UMC Wolfforth Clinic
Belen Morales – Central Business Office
Betty Jo Newsome – Eligibility & Benefits
Sherrie Shafer – UMC Shallowater Clinic
Curtis Sorem – Referral Center
Johnny Vuelvas, MD – UMC Wolfforth Clinic
Joyce-Covar White – UMC KingsPark Urgent Care Center

Fifteen Years

LaDonna Brown – UMC KingsPark Urgent Care Center
Jennifer Martinez – UMC Developmental Center
Melissa Montez – UMC Pediatric Associates of Lubbock
Elena Sheets – UMC Southwest Gastroenterology
Jalyn Wall – UMC Southwest Medical, Family

Twenty Years

Carmel Campos – Central Business Office
Barbara Condren – Operations
Reyes Jimenez – Corporate
Nawal Zeitouni, MD – UMC Pediatric Associates of Lubbock

Twenty-Five Years

Kim Johnson – UMC Pediatric Associates of Lubbock
Cullen Campbell – UMC West Texas Heart Surgery
Ron Caporale – UMC Express Care Clinic, 50^th & Ave. Q

April 2020

Word of mouth…the best place to work!
Genevieve Capetillo, Referral Clerk, Referral Center

I worked here before and loved it. Sherri and Reyes interviewed me and made me feel welcome.
Jennifer Self, Practice Manger, UMC Milwaukee Family Medicine

I worked with the company in the past and had a positive experience. Everyone is very nice and helpful. I look forward to my future here at this company.
Jennifer Sepeda, FNP, Float Department

I am a previous employee. I love everyone I work with at LakeRidge.
Kayla Beier, FNP, UMC LakeRidge Medical Center

I was happy to find a position in my field, and love that anytime I go to a UMC clinic everyone is nice. My son was born at UMC and I just love the care and attention they provide.
Nicole Roberts, Primary Care Rep, CBO

From my first meeting, I could tell UMCP was a place I could be a part of something bigger than myself. I feel valued at UMCP and I know this is a place where I can learn and grow.
Sidney Mahaney, Patient Rep, Float Department

The opportunity to work with Jamye Cleaveland again. I trust her, her judgement and ethics. Also, my doctor is with UMCP.  I trust her and have followed her all over town. I’ve been with her for 22 years.
Kim Gallagher, Eligibility Specialist, Eligibility

I chose UMC Physicians because of the great things I heard about them from the community!
Ashley Newell, Medical Scribe, Float Department

I wanted to be a part of people’s lives through tough times and to serve people. I love “Service is our Passion” and was excited to work for a place with such a vision.
Vic Contreras, Patient Rep, UMC Internal Medicine

A few months back, my dad was hit by a car and flown to UMC as a Trauma One patient. UMC took such good care of him and my mother while they were here. They made me love this company. I wanted to be a part of it any way I could. To this day, his providers check on him to see how he and my mother are doing even though they are no longer caring for him. The people who work here are just really good people.
Alanie Sanchez, Referral Clerk, Referral Center

The friendly people.
Rebekah Rodriguez, Patient Rep, Float

I have been a patient and have always liked the way I was treated and wanted to be a part of that.
Jennifer Hays, Patient Rep, Float Department

I chose UMCP because I have been treated at UMC and had a wonderful experience. I moved to Lubbock 8 months ago and found the opportunity to work for UMCP and provide great patient service just like I received. UMCP seems like a great company to work for and I am so exstrongd for what’s to come.
Janelle Carrillo, Referral Clerk, Referral Center

I believe there will be a lot of opportunity to grow. This is my first job.
Mikayla Rascon, CMA, Float Department

Compassion, passion, opportunity, and teamwork.
Connie Lopez, Patient Rep, UMC Orchard Park Family Medicine

I wanted to be a part of a medical group that served Lubbock and was a part of the community. During my experience so far, all members are happy to serve and offer wonderful care. I am proud and thankful to be welcomed. I look forward to serving with such wonderful people.
Angela Roman, CMA, Float Department

Certified Medical Assistant (CMA) and 2019 Employee of the Year, Lisa Acosta, began her employment with UMC Physicians on February 16, 2009. From that moment, she has been spreading smiles and compassion to patients and co-workers alike.

Lisa’s sister was in CMA school when Lisa choose to pursue her medical assistant’s certification. She’s worked at various jobs throughout her life: in the hotel industry, at fast food chains, secretary to a physician at Cedars-Sinai Medical Center, and at AT&T. But she really loves taking care of people and helping brighten their day. She does that very well.

Lisa and her family came to Lubbock from California to pursue their dreams, but Lisa found her way back to medicine. Her daughter-in-law had been a float at UMC Physicians, and she encouraged Lisa to apply. Lisa interviewed with Julie Cruz and began with the company February 16, 2009 working in the float department. She worked at all the UMCP locations until settling in with Dr. Jack McCarty at UMC West Wind Family Medicine in 2011. On November 1, 2017 she moved to UMC Orchard Park Family Medicine with Dr. McCarty and then transferred to UMC KingsPark Urgent Care on September 30, 2019.

Of Lisa, Monica Beardemphl, Practice Administrator said, “She has a smile that lights up the room…She comes to work every single day with a positive attitude, and she’s determined to make a positive impression on every single person she takes care of”. Nurse PractitionerJennifer Galey said, “She is the epitome of ‘Service is our passion’…Whether we see 40 or 50, everyone leaves with a smile on their face when she takes care of them.” Jennifer went on to say that Lisa takes care of everyone with compassion and empathy and that’s really hard to find in a person.

Of winning the award of Employee of the Year, Lisa says, “My passion is just helping my patients, to help them get better, feel better, and smiling every day. I just love helping people and making a difference in someone’s day, even if it is a small one.”

Lisa and husband Ricky have been together 30 years. They were blessed with three sons and a daughter. She wears the dog tags of her son, Fernando who served in the United States Army, and died in Afghanistan in 2006. She has three precious grandchildren: Ricky, Fernando and Sophia.

Lisa is always a joy and inspiration to have at any of our locations. Service is her passion!

 

People have gotten so accustomed to hearing about and possibly being impacted by security breaches of their private information that often times very few pay any attention to the news stories about it or check to see if their information was part of the breach. These types of breaches feel impersonal, indiscriminate as to the individuals, simply looking for a way to gain financially from our information.

However, another more personal side to privacy breaches in healthcare exists that seldom even makes it into the news unless a famous person is involved. What I am referring to is when individuals who have access to patients’ information access it for their own curiosity or for other more nefarious reasons. This is when it becomes personal.

According to the 2015-2017 report to Congress, the number of breach reports affecting fewer than 500 individuals, which includes are as follows:

• 2015 – 57,608 reports affecting 623,597 individuals
• 2016 – 58,704 reports affecting 272,736 individuals
• 2017 – 60,322 reports affecting 270,329 individuals

In each of those years, the largest percentage of the reports came from healthcare providers (90-91%). Also notable is that 91-93% of the reports were due to unauthorized access or disclosure. Only 1-3% were due to hacking, with other causes including theft, loss, or improper disposal. Included in the numbers due to unauthorized access or disclosure are more specific causes, like giving discharge paperwork to the wrong person; emailing, mailing or otherwise disclosing patient information to the wrong patient; employees or other members of the workforce looking at patient information out of curiosity or to be able to tell others what is going on with a certain patient; employees or other members of the workforce talking about a patient to others who are not involved in the care of the patient.

As UMC strives to be a highly reliable organization, meaning to cause zero patient harm, remember that harm is caused when we fail to protect patient privacy. Patients rely on us, they trust us, to protect their privacy when they come to UMC for care. We owe it to them to deserve that trust. Let’s commit to making sure no UMC patients are included in the numbers reported to Congress for 2020 and beyond.

Lana Daniel, Chief Compliance Officer, 761-0984

Shauna Baughcum, Assistant Director, Corporate Compliance, 761-0986

The UMC Physicians Annual Employee Service Awards and Recognition Banquet was held at The Overton Conference Center on February 21, 2020. The theme was Casino Night. From all the comments we received both written and verbal it was a “fun evening” and the “best banquet ever”.

Glen Frick Executive Director, Reyes Jimenez – COO, Steven Maddux – CFO, and Rodney Cates hosted the event. Our DJ for the evening was Music to the Maxx. Some fabulous door prizes were donated. There was music and dancing, along with lots of dice being rolled and cards being played.

Recognizing our employees for their years of service and honoring our TRACK Stars and Star Providers is always a meaningful way to spend an evening. We also celebrated our annual award winners. Below are the winners and some of the comments that were expressed about them.

Congratulations to Our Award Winners!

At the UMCP Employee Service and Awards Banquet on Friday, February 21st, the following awards were announced:

• Clinic of the Year – UMC Southwest Medical – Family – Offices of Dr. Jessica Gray and Jalyn Wall, FNP
• Department of the Year – Human Resources
• Physician of the Year – Dr. Mario Pena, UMC KingsPark Urgent Care 
• APP of the Year – Michelle Phillips, FNP, UMC Express Care Clinic at South Plains Mall
• Service Excellence – Terry Estrada, Corporate
• Employee of the Year – Lisa Acosta, CMA, UMC KingsPark Urgent Care

Watch for our April newsletter to learn more about these winners!