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BTS Launches Customer Cares Program for Tech Teams

On a typical day, Greg Bernstein, a database administrator with Baptist Technology Services’ (BTS) Information Systems group, works behind a desk.

On a typical day, Greg Bernstein, a database administrator with Baptist Technology Services’ (BTS) Information Systems group, works behind a desk. Rarely does he get the chance to actually go in the clinical field to see how his technology is applied.

That, however, just changed. With Customer Cares, Baptist technology teams have the opportunity to visit clients and patients at hospitals, clinics, the Baptist College of Health Sciences and other sites across the region. They can even round with a physician.

“These activities will connect our work to the work of those caring for our patients who use technology and Baptist Management System (BMS) tools,” said Beverly Jordan, vice president/chief information and transformation officer.

For his visit, Greg chose to tour the radiology department, where he observed a patient undergoing an MRI to acquire an image of the brain.

Seeing the application of his work in a clinical setting highlighted just how much each piece of technology can make a difference, no matter how seemingly insignificant.

“Sometimes I think of a medical application that we support, and I perceive it to be of highest criticality. Epic is an application of critical significance,” said Greg.

“But during my time I realized that anything that delays health workers from doing their job is an issue; not only does it delay the care for a patient that is currently being seen, it can delay care for all other patients.”

The role of technology, however, was not the only takeaway from Greg’s Customer Cares experience. Walking through the halls of the hospital he noticed a different attitude among the health care providers and coworkers. He noticed a greater sense of effort to greet one another with a smile and friendliness than exceeded even his friendly teams at Corporate.

Wondering the reason, Greg thought back on his time working on the floor in the hospital. He recalled, “Unfortunately, you see people die and sometimes they die too young. Seeing things like that can cause great sadness.  And you see people recover and sometimes they recover miraculously. Seeing things like that can cause great joy and awe. I think about walking into work knowing that I might see someone tragically die or miraculously recover. And, I imagine that I might walk in prepared with an attitude to face what that day may bring. And I imagine that I would also walk in with a great appreciation for my life and the miracle that is life.”

Greg looks back on his Customer Cares experience as eye-opening and informative. With new purpose and motivation, he returns to his desk with an inspiring outlook on the work he does.

“When I am prioritizing my work items, I will try to respect each technology, as it can play an important role in caring for our patients. And when I drive by the hospital on my way into work, I will try to remember something. Someone in there will not be leaving, and someone in there will be born.”