Written by Laura on October 27, 2020 |
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I think it all starts out with a smile and a welcoming hello. Customer service involves all employees, all the people that walk through the door, and every phone call. It is about communication and making people feel important. In physical therapy, we need to get patients in as soon as possible to help them start feeling better. We need to give them the information regarding their insurance/authorization correctly and in words that they understand. Patients need to be involved in their initial evaluation (goals and plan) and need to feel heard. We should introduce them to the whole physical therapy team. They should know what the plan is for their therapy and feel comfortable doing the exercises on their own and at home. The patients should feel safe, “under good hands”, and they should know that they can ask questions at any time. We want them to want to come to physical therapy because we care for them and we are doing everything possible to get them feeling better and back to where they want to be. The goal is that patients recommend us to their physician, family, and friends.
Laura was born and raised in Poway, CA, and is a southern California girl through and through. She went to college at Loyola Marymount University where she played basketball and rowed crew. She received her Physical Therapist Assistant degree from San Diego Mesa College, and she has been working as an outpatient, orthopedic PTA since 1996. She started her career in Los Angeles, CA, working for HealthSouth and Select Medical at the Kerlan Jobe Orthopaedic Clinic for 10 years. Laura came back home to San Diego in 2007, and has been working with ProActive Physical Therapy and Sports Medicine ever since. She works out of the Rancho Bernardo clinic as well as covering at all of the ProActive clinics. She ran the Aquatic Therapy Program at Kerlan Jobe for 9 years, and now has been in charge of the ProActive’s Aquatic Therapy in Rancho Bernardo. Her other career passion is working with Industrial Rehab and Worker Compensation patients. She has been performing Functional Capacity Evaluations (FCE) and POETS (Post Offer Employment Tests) for her entire career, and has worked with companies like Chevron, Union Pacific Railroad, American and Hawaiian Airlines, and Chrysler. She loves working with and helping people get back to what they want to do. . . walking their dog to playing pickle ball/tennis to going on a trip with their grandchildren. She enjoys walking/hiking with her dogs on her spare time.
