Stephanie Grinnage
Patient Anita Follins calls the staff who work at the Mount Sinai Health System’s FPA Access Center “unsung heroes,” for the help they provide in scheduling medical appointments, updating patients’ insurance information, and making sure their electronic medical records are available to Mount Sinai’s physicians.
Often, a patient’s telephone call with the Access Center—located at West 57th Street in Manhattan—is his or her first point of contact with the Mount Sinai Health System.
Stephanie Grinnage, who leads an Access Center team in hematology and oncology, says she is proud to have made a special connection with Anita, who receives treatment for multiple myeloma. Listening carefully to the needs of Anita and other patients is crucial to establishing the best possible experience, Stephanie says.
“It is most important to talk to patients, not at them.” Helping patients feel as though they are “in trusted hands” makes her job enjoyable.
The extensive training provided to Access Center staff has made a difference to Anita. She says Stephanie and her team help arrange appointments for her at convenient times that align with her schedule.
“They are very helpful and respectful,” she says. “They answer your questions and direct you if you need to speak to someone else.”