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Interview with Rebecca “Lois” Pope, RN, BSN, CGRN, Clinical Coordinator for HMWB Digestive Health Services
Interview with Rebecca “Lois” Pope, RN, BSN, CGRN, Clinical Coordinator for HMWB Digestive Health Services
How would you describe your role?
I’m the clinical coordinator/navigator for digestive health patients. I help patients navigate the system, schedule tests and physician appointments, provide patient education, and follow up to see how things went and if anything else is needed.
When did you join the team?
January 2019. Prior to becoming the digestive health navigator, I was the endoscopy manager which was a great background to transition from.
What are some challenges that digestive disease patients face in healthcare?
Patients with digestive disorders experience a wide range of complications, dealing with diseases from reflux, celiac disease, IBD, etc. and a wide variety of symptoms and issues. The disease process is the most complicated because it entails the gallbladder, pancreas, liver, colon, esophagus, stomach and more. GI symptoms make it hard to pinpoint the problem.
Can you tell me about a program that you’ve worked on to improve the patient experience?
Working with Dr. Todd Worley, Medical Director of Digestive Health, we’ve developed care pathways to help the patient. For reflux as an example, we can figure out which tests are needed, help navigate where the patients need to go, and figure out what’s appropriate. We’ve mapped out these processes in CareSense, a technology software that captures valuable real-time patient satisfaction data, that will integrate with Epic and ensure our patients are receiving the care that they need and information when they need it.
What is your favorite part of your job?
Talking to all the patients. I love interacting with patients and helping them get through the system. Our system is large and confusing, and I enjoy being able to make it easier for them. Patients write me notes and thank you letters, and it is very rewarding.
Thoughts on the Underwood partnership?
It’s exciting! It’ll be nice to be integrated with the downtown campus, get access to additional resources and connect with the GI and GI surgery expertise there. We want to develop our pancreas and biliary program, and connections have already been made for a HMH physician to come out to HMWB for a day and collaborate. I’m excited about it all, and look forward to the partnership.