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Janelle Wood’s life has been filled with moves across several states, travel, different jobs, multiple hobbies and best of all – her big family. She is very close to and proud of her entire family, including her six children, six grandchildren and extended family members. New Chapters Janelle was born in 1950 in Fayetteville, Arkansas. She lived there her entire childhood and attended the University of Arkansas, Fayetteville where she received her Associate degree in Accounting. She then moved a few different times to various states including Louisiana and Arizona. In 1981, she and her family moved to Reno where she worked for a construction and mining supply company. In 1993, they relocated to a small town in southern Georgia called Thomasville, where Janelle worked for another mining and manufacturing company. “I was ready for a change of scenery and wanted to explore living in a new area,” said Janelle. “I was intrigued by moving to a smaller town to raise my children.” She and her family lived there for about 10 years when she eventually got transferred to Chicago for her job, to work at the company’s headquarters. “I was once again excited for another change and was happy to experience living in a big city,” said Janelle. “I loved my job and getting to travel as much as I did.” Janelle worked for the company in Chicago until 2014 when she decided to retire and move back to Reno to be closer to her son, daughter and grandchildren. Living to the Fullest Today, Janelle lives in Damonte Ranch in south Reno. She loves spending time outdoors, especially in the mountains and by the water. Her other hobbies include reading, cooking, doing puzzles, playing computer games antique shopping and something very unique – exploring old graveyards. “I love how they’re full of history and each one is different – I also enjoy reading what the headstones say, and the stories they tell,” said Janelle. “When I travel, I like to explore the old cemeteries that are nearby.” Janelle’s son even bought her a book called 129 Cemeteries to Visit Before You Die. She’s been to a few of them. As for traveling, Janelle’s favorite destination she’s been to is Catalina Island – she loves the history there. She also loves Chicago, Portland, Seattle, Canada and Mexico. “I’m always up for going someplace new,” said Janelle .  Janelle Wood hiking to Rainbow Falls in Mammoth, CA When Christmas rolls around, Janelle loves to decorate. Her family finds it interesting just how crazy about Christmas she is. “I have 31 totes of Christmas décor and a dozen large decorations,” said Janelle. “My entire storage room is full of Christmas decorations. I start decorating the day after Thanksgiving and it takes me about 2 to 3 days to put everything up.” Janelle said Halloween is her second favorite holiday, which she also loves to decorate for. Family Values Above all else, Janelle’s favorite thing about being retired is having so much free time to spend with her children and grandchildren who live here in Reno. “I love helping my grandkids with their schoolwork and attending their sports and activities,” said Janelle. She has been volunteering at her grandchildren’s schools here in Reno ever since her now 14-year-old grandson started kindergarten. “Family is the highlight of my life,” said Janelle. She also makes sure to stay in contact and visit as often as possible with all of her family that lives out of state, including three of her children, one of her grandkids and some of her extended family. “One of my great nieces, Madison Marsh, was recently crowned Miss America, and another one of my great nieces, Madeline Bohlman, will be competing this summer for the title of Miss USA, as the current Miss Arkansas USA,” said Janelle. “I’m very proud of both of them for using their platforms to further such important issues; pancreatic cancer research and mental health, respectively.”

Read More About Meet Janelle Wood: Family, Hobbies & Everything In Between

As a clinician and a cancer survivor, I know that hope is an essential force that drives people to work through difficult situations. I also believe there’s a strong correlation between hope and wellness. Hope inspires us to make healthy choices today with the understanding that these behaviors will benefit us in the future.   In addition, an optimistic outlook helps patients face illness and injury with strength and confidence. While it’s easy for some people to maintain a positive outlook, it’s common to feel hopeless on a bad day. An important part of our job as healthcare providers is to help patients cultivate hope and build a strong foundation that carries them through their medical journey. The Importance of Family A common source of hope, for me and many others, is family. My family has recently welcomed our newest member, my first granddaughter, Emory. Becoming a grandparent has inspired me to reflect on the many blessings in my life. It’s not only been a opportunity to reflect, but also look ahead to the future. I often dream about the things Emory will accomplish one day, the kind of person she will become, and the world I want her to live in. These aspirations have renewed my determination to work hard and lead by example. At Renown Health, we know that hope and resilience are just as important in the recovery process as excellent medical care. That’s why we work with our patients to find sources of strength and inspiration in their own lives. We’re committed to helping our patients keep fighting the good fight for a healthier tomorrow.

Read More About My Inspiration to Keep Fighting Becoming a Grandparent

Watch what happens when a family’s matriarch finds out she has to have heart valve replacement surgery. Thanks to supportive cardiac care, she is now back to health and enjoying her extended family with a healthy heart.  Marilyn O’Gorman has a full heart full of love: Just ask her six children, 15 grandchildren and six great grandchildren. However, in 2009, tests showed that same heart had medical issues. So her close family was by her side when she underwent heart valve replacement surgery. O’Gorman says her heart doctor, Athan Roumanas, MD, FACS, put her at ease about the surgery. “You’re very nervous — you’re scared,” says O’Gorman. “You don’t know: Are you going to come out of it? Is it going to work?”  Heart Valve Replacement Surgery Comes with an Unexpected Question O’Gorman was asked to choose whether she’d prefer a pig or a cow valve — ultimately inquiring of Dr. Roumanas which one he’d choose for his own mother.  “And he said, ‘Well, probably pig,'” she recalls. “And I said, ‘OK, I’ll oink for you.’ And that’s how I got that, and he did a wonderful job.”  O’Gorman continues her care at the Renown Institute for Heart and Vascular Health, so she can stay heart healthy and spend her free time with the many generations of family in her life.

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Roughly 59% of eligible Nevadans are fully vaccinated against COVID-19 as of mid-September. That number is up 9% from only a month ago, but our work is far from done!  One of the most powerful ways to convince someone to get vaccinated is for a person they trust and respect to take the time and have that complicated conversation with them.  We know these conversations can be daunting, so we consulted Marie McCormack, MD, Primary Care Division Chief at Renown, about the six best ways to approach and frame these conversations to be productive and effective.  1. Be firm, but not aggressive. 2. Listen to what they have to say, and don’t assume you know why they haven't gotten the vaccine yet. 3. Cater your responses to their concerns. The CDC even has a helpful reference table identifying main reasons people are not getting vaccinated.   If they are scared, offer to go with them.  If they are not worried about getting sick, explain that they are more at risk of infecting those around them who are more likely to have a severe reaction to   the virus.  If they don’t know how to make an appointment, help them find the most convenient time and place for their schedule.  If they are worried about how fast the vaccine was developed, remind them that the mRNA technology used in these vaccines has been studied for years.  If they are worried the vaccine will affect fertility, tell them that in August the CDC officially recommended that pregnant people can get vaccinated.  4. When in doubt, hit them with the stats!  1 in 500 Americans has died from COVID-19.  Vaccinated people are nearly five times less likely to get infected, according to the CDC.  Vaccinated people are 10 times less likely to get so sick they ended up in the hospital, according to the CDC. 5. Remind them of all the things they might not be able to do if they aren't vaccinated.  Attend concerts or sporting events  Travel  Potentially even keep their job 6. When all else fails, use the tough love approach. Tell these people you don’t feel comfortable meeting with them in person until they are vaccinated.

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Low back pain is not only a problem most people have at some point in life, but also the leading cause of disability in the U.S. Whether it is a sharp spasm from lifting something heavy or a daily constant ache, there are various treatments available to relieve your pain. Jessica Ryder PT, DPT, cert VRS, with Renown Health Outpatient Therapy, explains some common causes of this pain, how to treat it and ways to prevent pain flare-ups. It’s important to realize most cases of low back pain are short term. Frequently lasting only a few days or weeks. In general these cases leave no long-term damage to the spine, muscles, discs or nerves. “However, it can become episodic or chronic (lasting longer than 12 weeks) if it is not properly understood or managed by the individual, ” cautions Ryder. Causes of Pain Specifically back discomfort can be related to: Wear and tear on the spine due to age or poor movement patterns Injury to spinal discs Sprains (overstretching or tearing of ligaments) and strains (tears in tendons or muscles) Trauma Irregularities of the spine present at birth (example: scoliosis)Notably the above issues may result in a “pinched nerve” or sciatica, causing pain to extend down the leg. Risk Factors for Pain In particular, your chance of developing low back pain increases with the risk factors below: Age Being overweight Low fitness level or occasional physical activity (“weekend warrior”) Family history Pregnancy Poor posture Jobs requiring heavy physical work (landscaping, plumbers, construction, etc.)

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This summer, we’re excited to introduce our featured Sterling Silver Club member, Hanley Wong. You may recognize him from the newest Senior Care Plus television commercial that has been airing locally since last October. Hanley happens to be a former employee of Renown Health and worked in the information technology (IT) department for 13 years. Today, he’s enjoying his retirement here in northern Nevada, with the occasional traveling to visit his family.    Looking Back  Hanley was born in San Francisco in 1944. He was in the U.S Army Reserve from 1966-1972, having traveled to various places including North Carolina, Salt Lake City, Long Beach, Hong Kong and Taiwan. While he was in the U.S. Army Reserve, he also attended college part-time and graduated from San Francisco State University in 1970 with a degree in business administration, emphasis in accounting. Hanley went into the IT field after he gained computer experience through his accounting background. “I started learning how to program with computers, then became a systems engineer where I did troubleshooting, maintenance and more,” said Hanley. “I’ve always enjoyed the challenging work in the IT field, and I got to meet all kinds of people.”    Hanley started his first IT job at a small insurance company in San Francisco. He went on to work for the GAP headquarters and met his late wife there, who also worked for the company. They were married for 40 years and had two sons together. The family moved to Reno 21 years ago when Hanley was recruited by Washoe Medical Center, before it became Renown Regional Medical Center. “My favorite part about working at Renown was the camaraderie in the IT department; it was like a big family,” said Hanley. “I enjoyed making employees happy by solving their computer problems.” In 2005, Hanley was part of the team that helped install Epic, Renown’s electronic medical record system. Through that project, he traveled to a few different conferences and trainings with his team.

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Dr. Nariman Rahimzadeh’s career path has been anything but typical. From humble beginnings as a shuttle bus driver for Renown Regional Medical Center, then named Washoe Medical Center, to his service as Chief of Staff for Renown South Meadows Medical Center, the steps and detours he took along the way – and the strong support from his colleagues and family members – make up a tale of perseverance, conviction, compassion and inspiration.  However, his healthcare career journey began several years before he even joined Washoe Medical Center in the 1990s.  It all began 7,446 miles away in Iran.  This is Dr. Rahimzadeh’s story.  Defining Moments  The moment Dr. Rahimzadeh knew he wanted to dedicate his career to the healthcare field started during his childhood. Growing up in Iran during the midst of the Iranian Revolution, a thought that often came to mind was, “Who is helping all the people injured in the war?”  The answer? The doctors.  “In Iranian society, doctors are extremely valued, as they are the first to help people in need,” said Dr. Rahimzadeh. “I knew I wanted to give back to society in some way, and I see my time in Iran as very formative in my future career. I just didn’t know it yet.”  After immigrating to the U.S. with his family during his preteen years, he only had one mission: to support his family. “My desires were to help my family not fall behind,” he said. “I didn’t have career aspirations at the time. All I knew is that I wanted to help my family and my community, which immediately opened its arms up to us, as well as be a good student and a good ambassador for Iran.”  Dr. Rahimzadeh remembers several influential people that helped solidify his aspiration from “helping people” to “helping people as a healthcare professional.” Their family physician and other medical professionals in the family’s lives were monumental in helping him make this decision. Coupled with his natural love for the sciences, the decision to become a doctor became clear.   But the question remained, “How do I get started in the healthcare field?”  No Links to Healthcare? No Problem  With no physicians in his immediate family and no direct connections to healthcare, Dr. Rahimzadeh set off to follow the advice he received from the influential people in his life: get a job at a healthcare facility, regardless of what the job title is.  Some of his friends had recently joined Washoe Medical Center as patient transporters and mentioned job openings that were available. He sprang into action and headed to Washoe Medical Center to apply.  Just one problem – he didn’t have the EMT certification requirement.   Enter Barry O’Sullivan, who would be Dr. Rahimzadeh’s first supervisor at Washoe Medical Center (and a friend he still speaks with to this day). Barry saw promise in Dr. Rahimzadeh immediately. As a result, Barry made a suggestion to him that would ultimately set him on the course towards medicine.  “Barry told me that he had an open position that I could work while completing the senior year of my undergraduate degree and studying for my EMT certification and eventually becoming a patient transporter. He told me Washoe Medical Center would support me in this endeavor. So, I asked what the job was and learned it was driving a shuttle bus.”  Without hesitation, Dr. Rahimzadeh responded, “I’ll take it.”  And so, his fulfilling journey with Washoe Medical Center, and eventually Renown Health, began.  While he finished up the last few months of his degree at the University of Nevada, Reno, (UNR) Dr. Rahimzadeh proudly drove the shuttle bus a few days a week. The job not only helped him pay for his degree and put food on the table, but it also allowed him to begin living out his passion for helping people in the healthcare field.  Dr. Rahimzadeh graduated with his bachelor's degree in Pre-Medicine from UNR and finished his EMT certification program. Sure enough, Barry and Washoe Medical Center lived up to their promises and helped him secure his first direct healthcare job as an EMT and Patient Transporter with REMSA. But he didn’t stop there – after several years as a ground transporter, his career literally took flight. He joined REMSA Ground Ambulance and eventually Care Flight as a Flight EMT II, caring for patients that were flying to Washoe Medical Center from nearby communities that needed lifesaving medical care.  Helping save lives every day as a member of the emergency medical team is an ultimate feat, especially when it comes to Dr. Rahimzadeh. And he didn’t stop there.  Valuing One-on-One Connections  In the 1990s, as it is today, the U.S. experienced a significant primary care provider shortage which resulted in many medical schools encouraging students to complete their residencies in a primary care specialty, like internal medicine – which is precisely what Dr. Rahimzadeh set out to do at the University of Connecticut.   However, his mind would soon change about the course of his career.   “I had a deep, introspective conversation with my residency program director, openly and honestly chatting about my future,” Dr. Rahimzadeh said. “I ended up taking a week off of my residency and wrote a long pros and cons list about what I wanted to do with my life in the medical field.”  Eventually he decided on anesthesiology because of the opportunity to have a one-on-one relationship with every surgery patient, regardless of their procedure.  “Even though it’s for a short duration of time, it is a very impactful relationship,” he said. “I feel I am making a difference in the outcomes and lives of patients every day.”  Dr. Rahimzadeh finished his internal medicine residency in three years and passed his board exam, and he went on to do the same thing for anesthesiology. He then ventured back home to Reno.  Career Progression at Its Finest  Dr. Rahimzadeh knows that people don’t always get to settle down in a place that influenced their upbringing, care and dream, yet he was able to make that vision a reality for himself.  “I feel like Renown Health and myself have this intertwined relationship that led to my growth as a person and as a physician,” he said. “For that, I feel very blessed."  Upon his arrival back to Reno with two residencies under his belt, Dr. Rahimzadeh was quickly hired at one of the two anesthesiology groups in town at the time. He started his career with Sierra Anesthesia and after working for the group for several years, he joined Associated Anesthesiologists of Reno in 2014, which went on to become one of the largest anesthesiology groups in northern Nevada. The group continuously worked very closely with Renown, taking care of all of its surgical patient needs and eventually becoming Renown Medical Group employees as of April 1, 2022, with Dr. Rahimzadeh setting up his home base at the Renown South Meadows campus.  Today, Dr. Rahimzadeh wears three “hats” at Renown. As a medical professional first and foremost, his largest “hat” is his general anesthesiologist role, where he cares for patients in the operating room. Another significant “hat” is his role as the Medical Director for Surgical Services, where he reviews surgical patient charges alongside his dedicated team of nurses and ensures optimal patient outcomes by verifying they have had the appropriate workup to proceed with surgery in a safe manner. To round out his immense responsibilities with Renown, he serves as Chief of Staff for Renown South Meadows, where he makes connections with colleagues and collaborates with leaders to review protocols, policies and address concerns that arise.  Outside of Renown, Dr. Rahimzadeh is still a contributor within his own anesthesiology practice. He also is the current President of the Nevada State Society of Anesthesiologists and the Director to the Board of Directors of the American Society of Anesthesiologists, helping bridge the gap in anesthesia concerns between his northern and southern Nevada colleagues.  He reflects on the opportunities Renown and our local community have extended to him by saying, “If you can dream big enough and continue to chase your dreams, you can make it happen right here.”  On the COVID-19 Frontlines Nothing could prepare us for the dire situation hospitals on the east coast – especially those in Livingston, New Jersey – were experiencing at the beginning of the pandemic. Livingston was known as the “second hardest hit area” by COVID-19 in April of 2020. Hospitals were overwhelmed with patients in the ICU fighting for their lives. They needed help, and they needed help now.   Unable and unwilling to sit idly by, Dr. Rahimzadeh and six of his colleagues from his practice traveled to Livingston to help. They jumped in on the frontlines alongside other anesthesiologists and intensivists to offset the sudden influx of COVID-19 patients. Many lives were saved, and Dr. Rahimzadeh was a direct part of that.  “When you care and work with people that also care, you can move the needle a lot – it doesn’t matter where you're from,” he said.  Home Means Nevada – and Renown  Renown Health is deeply rooted in the northern Nevada community. Dr. Rahimzadeh is proud to be among a diverse team who have taken responsibility for its community for generations.   "We live in a very passionate and caring community, which is often underestimated,” he said. “It’s clear to me that Renown refuses to settle. Renown is incredibly progressive in providing the best for the community. We never remain stagnant, we keep moving forward and we take care of your loved ones. This health system has never been able to sit still and settle for the status quo. That stands out to me.”  One story especially sticks out to Dr. Rahimzadeh as the moment when he knew that Renown was home. In 1997 while working as a patient transporter, his grandmother passed away on the sixth floor of the Sierra Tower at what is now Renown Regional Medical Center. At the funeral, a huge bouquet of flowers arrived. Not being especially close to anyone in Reno yet, Dr. Rahimzadeh's family had no idea who sent the beautiful arrangement. Turns out, it was Rod Callahan, the Chief Operating Officer (COO) of Washoe Medical Center at the time.   “At that point, I knew I wasn’t just a part of a workforce with thousands of employees,” said Dr. Rahimzadeh. “The COO cared so much about me that he felt compelled to send such a wonderful gift during a tragic time. That’s the value of a local, community-focused hospital; the people here know you and care about you. There’s a reason why people stay at Renown for so long – we feel that connection.”  Dr. Rahimzadeh also reflected on how far Renown South Meadows has come, from the time he immigrated to the U.S. to today. “Growing up, Renown South Meadows was kind of a ‘mom and pop shop’ primarily serving senior citizens in one wing and surgical patients in the other,” he said. “Now, I am so proud to see how far it has come. It really made its niche in the community in a great way. The future is bright!”  It’s clear that Dr. Rahimzadeh is leaving a lasting legacy with his family, from the local community to global medicine. His son is a senior at Baylor University in Texas with a strong desire to go into medicine, just like his dad. His daughter is a junior at Bishop Manogue Catholic High School in Reno and enjoys being involved in her community. His loving wife is a speech therapist in the area. The Rahimzadeh family is thriving together, and they all share the same conviction about northern Nevada and Renown:  “This is home.”

Read More About A Renown Anesthesiologist's Unique Journey

Everyday, Renown salutes its more than 150 active military and veterans on staff. Becca Gilbert, a Renown trauma nurse, is an example of the many outstanding service members at Renown who are serving both their country and their community. Becca Gilbert, BSN, RN, wears many uniforms. When she’s not wearing scrubs in her role as a trauma nurse in the intensive care unit of Renown Regional Medical Center, she’s wearing fatigues as a first lieutenant in the Nevada Air National Guard. “Service is huge,” says Becca Gilbert, RN, of her role in the Air Guard. “It’s something that is ingrained in me and a big part of who I am as a person. I find a lot of pride in being a part of something that is bigger than what is going on in my world.” Renown Health was named one of 15 recipients across the nation — and the only health system in the U.S. — for the Department of Defense’s highest employer award, the Secretary of Defense Employer Support Freedom Award, for exceptional support of its military employees. The Employer Support of the Guard and Reserves and Renown held a ceremony June 29 to recognize the award and to honor representatives of Renown who currently serve in the Guard and Reserves. With her Air Guard background, Gilbert is preassigned veteran patients at the Renown ICU. She says she’s able to relate to the veterans and their families and create a quick bond with them. “I’ve been assigned patients who are guard members with traumatic injuries — it’s good but hard,” Gilbert explains. “But I really love working with patients who are veterans.” Gilbert’s first career was as a veterinarian technician. Then enlisted in the Nevada Air National Guard in August 2008 — following in her father’s footsteps — and trained to serve as an EMT. While she was a medic, she went to nursing school for her second bachelor’s degree and was able to commission as an officer after graduation. Serving Our Community Gilbert says her work in the guard offers benefits that help with her job responsibilities at Renown, where she’s worked for four years. “At Renown, we are really a team and rely on each other to make sure there are good outcomes,” she says. “In the guard, officers are often put in charge, which teaches you a lot of things — organization, decision making and thinking of others. I think all of those things go hand-in-hand with my role as a nurse, especially in the ICU. People in the guard count on you as an officer and leader, and that is really important in the ICU when patients are counting on you for a positive outcome.” Gilbert’s responsibilities in the guard vary, including training for disaster relief missions and ensuring service members are fit and healthy enough to perform their jobs. “Training is a large part of the military — trauma training, physical fitness training and staying current on certifications,” she says. Locally she also leads the Self Aid Buddy Care program, a United States Air Force program that encompasses basic life support and limb-saving techniques to help wounded or injured personnel survive in medical emergencies until medical help is available. With the guard, Gilbert has also been involved in a bleeding-control program for volunteers in the community. She teaches community groups how to stop bleeding if they are a bystander to a car accident or other type of event, and is working with Renown trauma surgeon Marty Bain, M.D. to implement the program at Renown as well. Making a Difference Abroad In January, Gilbert was presented with an opportunity through the Nevada Guard State Partnership Program to travel outside the United States to the Kingdom of Tonga in the South Pacific and work at the Women and Children Crisis Centre, which assists families who are dealing with domestic violence. Gilbert praised the women who work at the center for their efforts towards change, as she says domestic violence is common in Tonga. “The women who work at the Women and Children Crisis Centre are pioneers,” she says. “They are trying to make changes by documenting what is going on and providing statistics to the lords and kings of Tonga. Some of it still isn’t accepted, but they continue to help the women and children of Tonga. They are helping so many people.” Renown Health salutes Gilbert for her tireless service to her country and her community here at home.

Read More About Air Guard RN Makes an Impact in Community and Beyond

Do it for the patient. That’s the motto that each employee in the Customer Engagement Center (CEC) lives by every single day. This team spins all the existing stereotypical thoughts about call centers on their side by empowering and partnering with patients to achieve their best health. Being transferred around several times just isn’t in this team’s DNA – being a one-stop-shop for patient scheduling, referrals, insurance matters and more is how they proudly operate. Through elevating the customer engagement experience, the CEC closes care gaps to ensure patients get the right care at the right time. From employees who work from our home base in Reno, all the way to the southeastern corner of Florida, this primarily remote team stays firmly connected and collaborative to make patient care possible for all Renown Health patients and Hometown Health and Senior Care Plus members.  The “Make It Happen” Department  Back-to-back phone calls about a wide variety of patient needs? They make it happen. Referrals that need to go directly to the provider? They make it happen. Complex insurance questions that need to be resolved? They make it happen. The CEC is the keeper of all things customer service and all things patient satisfaction, leveraging technology to improve engagement and accessibility – and they wear that badge with pride.  “Patient care is our first priority,” said Cindy Arevalo, Supervisor of Customer Engagement. “Even though we aren’t face-to-face with them, we are always there to help them over the phone with whatever their needs are.”  The CEC has a lot of different sub-departments under its umbrella: scheduling, referrals, insurance, patient outreach, personal assistants, MyChart customer service and more. Each team handles calls for a different section of our health system, including the hospitals, imaging, primary care and specialty care. While their individual teams may be different, one aspect of their jobs remains the same: they care. Deeply.  “We advocate for the patient, especially when they can’t advocate for themselves,” said Amanda Ishii, Referral Specialist.  “We are the first people that patients speak to, and we all have empathy to listen to them, help them solve their problems and take as much time as they need to care for their needs,” added Susana Arroyo Garcia, Supervisor of Customer Engagement.  Customer loyalty is key to the CEC. Every CEC team member builds strong relationships with patients and members. Whether they manage patient outreach or manage back-to-back inbound calls, each employee feels a special connection to the helpful work they do to solve a variety of patient concerns.  “As Senior Care Plus Personal Assistants, for instance, we help guide our members through complex situations, and we eliminate the process of transferring them to different departments, becoming a ‘one-stop-shop' for them,” said Stephanie Perez Campbell, Senior Care Plus (SCP) Health Coordinator. “While every day is different, we are constantly learning new things and helping members navigate through the health system."  With the 4.5 million calls the CEC handles per year, the nature of their jobs is undoubtedly fast paced. However, this does not intimidate the CEC team members; instead, it inspires them to continue reaching new milestones, helping thousands of patients and members every year by handling all the scheduling and referral work on the backend so that they can receive the care needed.  “I never find myself sitting around asking, ‘what should I do next,’” said Gina Briles, Supervisor of Customer Engagement. “We always support each other to stay on top of it all in order to take care of our patients.”  By wearing a lot of hats and managing many different work queues all while staying engaged with each patient, the CEC is full of natural problem-solvers, helping our healthcare network run smoothly.  “The Engagement Center is the front door for the community; serving as the voice of the customer, we ensure patients do not fall through the cracks of the complex healthcare system and are able to easily access the right care at the right time through an exceptional experience,” said Candace Dietrich, Director of Customer Engagement.   Consistently Connected  With thousands of referrals to process and millions of calls to field, the ways the CEC stays connected to patients and members as well as each other can be related closely to magic. No concern goes unnoticed, and no problem is too complicated.  “The sheer volume of patients we engage with is incredible,” said Rene Jacinto, Manager of Customer Engagement. “We processed nearly 200,000 referrals and authorizations last year.”  “We expect a steady increase of calls year-over-year. My team processed 1,259 referrals in one day alone recently,” added Arielle Gomes, Referral Specialist.  A superpower that every CEC team member holds is the ability to listen. According to this department, active listening is key when problem-solving with every patient and member, as that skill helps them anticipate patient needs and resolve their issues quickly and efficiently.  “I’ll always listen,” said Alex Gomez, Customer Engagement Representative. “I want them to know that they are in good hands, especially when they are feeling scared or frustrated.”  Team members like Alex help carefully guide customers through the Hometown Health and Senior Care Plus enrollment process, increasing membership and engaging patients to find the perfect plan for them.  One of the largest challenges the CEC faces is the departures and arrivals of providers. The ebbs and flows of all hospital systems include provider departures and shifting provider availabilities. Despite this challenge, the CEC staff work hard to ensure communication with all patients regarding provider changes is consistent and that all patients are scheduled in a slot that works for both their schedule and the provider’s schedule.  “It’s important for us to be flexible, because things can change at a moment’s notice,” said Gina Briles. “This is more than just a job – we are here for our patients. What we are doing impacts everyone.”  Throughout all times of transition, the CEC builds robust relationships with both patients and providers within our organization and community, a skill that this team emphasizes as “fundamentally important.” For example, SCP Personal Assistants like Stephanie Perez Campbell will coordinate care with community resources and offices, giving members one less call to make and one less hurdle to cross in order to get the care they need.  On top of it all, even though this team has the ability to work from all 50 states (and many of them work outside of Nevada!), every employee feels connected to their colleagues and their work.  “This is the best group of people I’ve ever worked with,” said Riley Petro, Manager of Customer Engagement – Imaging. “I am super lucky for this job and am so thankful for these people.”  Proud and Powerful  The proof is in the pudding – or rather, the proof is in the numbers. Within the 4.5 million calls they successfully field every year, approximately 1.6 million of those calls route through the private branch exchange (PBX) team – the team that oversees the main operator lines – under the guidance of Jess Nater, Supervisor of Customer Engagement. The CEC is also on track to handle nearly 300,000 referrals this year alone. Additionally, the Hometown Health CEC team was recognized nationally this year with a five-star rating from Medicare.  “We all have the initiative to grow, and because of this, we are always learning something new,” said Cindy Arevalo. “Our leaders also support our growth, especially if we want to skill-build or advance in our careers.”  The CEC is frequently the first stop on the career ladder for many employees as they start their journey in healthcare, and CEC leadership is committed to the growth and development of their teams to reach their career goals at Renown.  The secret formula for all this success can be in part attributed to the pride each CEC employee has for their team, their work and Renown.  “We have a very supportive team,” said Holly Coffey, Supervisor of Customer Engagement. “I’ve seen our leaders support their teams tremendously.”  “We rely on each other,” added Ashleigh Carty, Customer Engagement Representative. "I love the relationships we create with one another.”  Employees in the CEC come from many walks of life, choosing to work at Renown and Hometown Health for a variety of different reasons, many related to the positive power our health system holds. Team members in this department hold a myriad of different career backgrounds, including pharmacy technicians, medical assistants, population health professionals, community health workers and more.  Some team members, like Nikki Clifford, Customer Engagement Representative Lead, heard wonderful things about Renown from her mother, who also works for Renown. According to Nikki, “seeing how happy my mom has been in her career made me want to join too. I’ve loved it here ever since.”   Katie Lunau, Supervisor of Customer Engagement, also grew up in a family involved in healthcare, and she wanted to follow in their footsteps. Choosing Renown as the place to follow her family path was a simple one, because “Renown stood out as the company that was actively involved in the community helping others.”  For other team members, like Susana Arroyo Garcia, Ashleigh Carty and Stephanie Perez Campbell, Renown and Hometown Health’s impact on the local healthcare landscape was their primary driver for choosing a career here and in the CEC specifically.  “Renown is very well-known in the area,” said Stephanie Perez Campbell. “I went to school in Reno for public health, so Renown came up all the time in my schooling. I knew Renown had a lot of different opportunities available for career growth, and with the friendly environment I always experienced here, it was an easy decision.”  “Once I went through the interview process and joined the team, I immediately realized that there are outstanding managers, support systems and communication skills here. People genuinely care,” added Ashleigh Carty.  Ashleigh is exactly right. As emphasized by every team member, employees in the CEC care. Their heightened levels of care and empathy set the bar high for all at Renown and Hometown Health, and their impact will be felt for years to come.

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Nutrition is a vital aspect of patient care. At Renown Health, the Food & Nutrition Services (FNS) teams take their mission of delivering patients high-quality, cost-effective, nutritious and attractive foods to the next level. From a thrice-daily trayline service with a wide variety of delicious food to the personalized dietitian services that ensure every patient gets the nutrients they need for optimal healing and recovery, Renown’s FNS teams at Regional, South Meadows and Rehab are unmatched.  Food for the Good Fight  The hustle and bustle of early morning food preparations gears the FNS team up to, as Renown Regional Food Service Worker Molly Kalsman puts it, “provide patients with adequate nutrition to heal.” From morning until nighttime, the team prepares three meals a day along with late trays and snacks.  This isn’t your run-of-the-mill hospital food, either. Think anywhere from cheeseburgers and salads to pork roasts and baked potatoes. As you can imagine, food of this caliber requires all hands on deck in the kitchen, especially during trayline times, to ensure all patients receive quality meals that meet their individual nutrition needs. “We make an impact with good service and great food,” said Mario Nunez, a Food Service Worker at Renown South Meadows.  As the food service workers are hard at work cooking and assembling, the nutrition representatives visit each patient to learn their individual dietary restrictions, allergies and food preferences. For Julie Macaluso, Nutrition Representative at Renown South Meadows, “letting the patients choose their meals” is one of the highlights of her job. “We go over meal choices for their stay, so the patient can pick out something they would like to eat and find enjoyable,” added Tara Sprehe, Nutrition Representative at Renown Regional.  The immense care and attention our nutrition representatives give to every patient paves the way for our clinical dietitians to build a nutrient-dense diet plan based on the individual patient’s preferences. Dietitians are the only licensed providers that can leverage nutrition to treat, manage and prevent illness and disease to improve patient outcomes. Every day, our experienced dietitians “make recommendations in the adjustment of macro and micronutrients in order to best manage a person’s health status in the setting of trauma, diabetes, heart disease and other morbidities,” said Jessica Blauenstein, a Registered Dietitian and Board-Certified Specialist in Oncology Nutrition at the William N. Pennington Cancer Institute. Overall, for this department, the phrase “that’s not my job” will never be heard, according to Lupe Ayala, a Cook at the Renown Rehabilitation Hospital. Day-in and day-out, it’s a massive group effort – and that’s the way they like it.  Setting the Service Bar High  Hitting milestones and accomplishments comes naturally to this crew. The FNS team sets the bar incredibly high for food and service standards across the Renown Regional, South Meadows and Rehabilitation hospitals.   The key ingredient? Synchronized teams that operate like a well-oiled machine. The meticulous trayline schedules and assembly lines, the cooks that put their heart into patient meals, the nutrition representatives and dietitians who ensure patient food wants and dietary needs are being met... the list goes on. And to top it all off, these teams certainly know the meaning of “service with a smile.”  Their efforts do not go unnoticed. “I am very proud of the team I have,” said Monica Lara-Yanez, Supervisor of Food and Nutrition Services at Renown South Meadows. “They have improved their knowledge and participated in cross-training, and they are very efficient doing their jobs and helping each other. Moreover, they care about the service we provide.”  One major accomplishment the FNS department achieved in recent years was implementing Room Service Connect, which aids in direct communication with patients, letting them know what foods are available to them during their stay at Renown based on their dietary needs. Locating trays of food has also never been easier. According to Tara Sprehe, “This system is also beneficial for letting food service workers know when a diet has been upgraded, discontinued, changed to NPO status or downgraded. This reduces the risk of giving the patient a diet that is not appropriate for them,” which saves both time and money for the department.  At the end of the day, the FNS department has one mission, and it’s the same mission we all employ as Renown team members: do it for the patient.  “It’s all about patient care,” said Jesse Holman, Cook Lead at Renown Regional. “That is the best accomplishment!”  A Dedication to Renown   The patients, the providers, and the passion: these are the most common themes that keep the FNS department passionate about Renown and their team. Whether they are just starting out in a career in food service or have established themselves in the clinical field, the FNS department proudly upholds the greatest standards of nutritional care that enhance Renown’s status as a top healthcare leader in northern Nevada.  “I choose Renown because it is a very distinguished institution with an amazing reputation, offering a lot of benefits and growth opportunities to employees,” said Monica Lara. “It makes me feel proud to say, ‘I work at Renown.’” Renown Rehab Food Service Worker Margretta Corbet echoes this sentiment, adding, “There are good people here with happy dispositions.”  Many FNS team members are especially enthusiastic about Renown’s robust benefits and career growth opportunities. For Molly Kalsman, working at Renown gives her the experience necessary to enter a career in dietetics. “Food service and hospital experience is encouraged to be accepted into a dietetics internship program, and Renown was the perfect opportunity for me to gain that experience,” said Molly. Carleigh Bates, Nutrition Representative at Renown South Meadows, is on a similar path: “Renown is a vehicle for so many things I am aspiring towards, such as getting my foot in the door for working in healthcare, improving the experiences of patients and gaining experience that will aid in my future goals.”  Carleigh emphasizes that the team’s commitment to Renown’s mission is at the core of what they do every day. “We impact patient care by providing nutrition to fuel their wellness and improve their stay.”  Lupe Ayala wraps up this strong conviction from the team very well: “I didn’t choose Renown; Renown chose me.”  Fight the Good Fight With Us This future-minded, patient-centric department is growing! The Food & Nutrition Services teams at Regional, South Meadows and Rehab are actively hiring eager, collaborative new team members. Natasha Frisbie, FNS Lead at Renown Regional, reports that the team has “successfully hired and trained 24 new employees in the past three months” and is still expanding. “Teamwork, communication, and enthusiasm are very valuable skills to have in this department,” said Molly Kalsman.   If you or anyone you know is looking for their next growing career opportunity, apply today!

Read More About Department Spotlight: Food & Nutrition Services