“Every encounter counts” is sort of a motto for Emily Hall.
As director of service excellence and volunteer service at Commonwealth Health Corp., she helps educate the staff about customer service.
“We know that employees are hired for abilities in training, but we feel strongly that it must be delivered in a courteous, respectful manner,” she said. “We help with concerns patients and their families may have.”
She also places volunteers in various departments in some CHC facilities where they can assist the staff.
“I have a fun time. I really enjoy recognizing volunteers,” she said. “They are such a faithful group of individuals. They are dedicated to volunteer work.”
Hall’s original career was not in health care. She earned bachelor’s and master’s degrees in consumer resource management from Purdue University. She taught at California Polytechnic State University in San Luis Obispo, Calif., earned her doctorate and was on the faculty at Oklahoma State University. Eventually, she and her husband moved to Bowling Green. They were both employed by Western Kentucky University, she as coordinator of an early childhood grant and he as chairman of the Consumer Family Sciences Department.
After years of working in the education field, Hall began a new career at The Medical Center as a volunteer in the volunteer services office before becoming a part-time employee. She was hired full time about four years ago.
“My husband and I retired from Western, and we had a friend who wanted me to volunteer here,” she said.
At The Medical Center, volunteers work at a variety of departments, such as outpatient and ambulatory services, where they escort family members to see patients, or the front desk, where they may greet patients and their families and friends.
“I very much love working with volunteers. It’s very rewarding,” she said. “They give of themselves. They are the busiest people I know. They are contributing to the community with volunteer work.”
Hall works with the volunteers to find out what their interests are and tries to find an area that would be a good fit for them. They go through special training within that area and are asked to work at least one-half day a week.
“We have a few who work longer than that,” she said.
The volunteers come in a wide range of ages. There is even a summer program for teens ages 14 through 18.
“We place them in some of the clinical units,” she said.
Hall said she enjoys her dual role in customer service and volunteer services.
“It’s a good fit,” she said. “I enjoy the challenge of both of these areas.”
