Kimberly Henderson, MD, JD; and Alfred Gallo, Jr., RN

Kimberly Henderson, MD, JD, an emergency room and urgent care physician at Mount Sinai Beth Israel, has a demanding role. She sees patients with life-threatening illnesses day and night, in addition to patients who do not need to be admitted but require referrals to specialists around the Mount Sinai Health System.

Dr. Henderson’s priority is to find providers who are best suited to each patient’s needs, but in a system as expansive as Mount Sinai, it can be a challenge.

According to Dr. Henderson, there is someone at Mount Sinai who is her lifesaver: Alfred Gallo, Jr., RN, of Physician Access Services.

Al, a 21-year veteran at Mount Sinai, can find the right specialist on a moment’s notice and promptly make appointments, which Dr. Henderson says is highly reassuring to patients and to her. “His services are invaluable. When Al is on the case, we are in good hands.”

Al says his work in Mount Sinai’s Same-Day Appointment Program is both rewarding and challenging.

“It is extremely fast-paced, and I respond to an average of 25 to 30 of these requests daily. I am known for my patience and establishing a rapport with patients. It is gratifying to feel I have made a difference to patients in their time of need.”

Anthony Moore

Anthony Moore is a hardworking administrative assistant in the Infection Prevention Division of Mount Sinai St. Luke’s, but beyond that, hospital leaders say he exemplifies all of the Mount Sinai Health System’s values: agility, creativity, empathy, safety, and especially teamwork.

They call Anthony the “ultimate professional” and appreciate him for being “kind and generous” and “selfless, cheerful, and empathic.” Anthony has been an integral part of the hospital’s hand-hygiene program, influenza-vaccine initiative in Morningside Heights, and inpatient disease reporting to the Department of Health. He is particularly proud of working with the IT Department to evaluate how iPads can more fully simulate the desktop experience so that clinicians can work remotely.

A recent recipient of the President’s Award at Mount Sinai St. Luke’s, Anthony has made his mark around the hospital and the local community.

David Portnoy, MD, and Elizabeth Rosas

Elizabeth Rosas arrived at The Mount Sinai Hospital’s Emergency Department (ED) with what she thought was an ear infection. But her discomfort did not end there. Her symptoms also included a painful rash, partial facial paralysis, and a loss of balance.

Due to a quick and accurate diagnosis by Mount Sinai hospitalist David Portnoy, MD, and the ED team that treated her, Elizabeth was admitted to the hospital and administered the correct medication in time to reverse the symptoms of what turned out to be early-stage Ramsay Hunt syndrome.

The rare neurological disorder, which can be accompanied by ringing in the ears or hearing loss, occurs when a shingles outbreak affects the facial nerve near one of the patient’s ears.

Looking back on her experience, Elizabeth says the care she received during her six-day stay at Mount Sinai was “exceptional,” and she is grateful to the ED nurses who treated her and to Dr. Portnoy, in particular. Elizabeth says her health is largely back to normal, though she is still working on improving her balance.

When Elizabeth was released from the hospital, Dr. Portnoy provided her with his telephone number and told her to call at any time if she had any concerns.

From left: Timothy O’Connor, Margaret Rafferty, Vanassa Wills, LCSW, and Joyce Fogel, MD.

Margaret Rafferty has advanced degrees in nursing and years of experience caring for patients with dementia, but when it comes to caring for her own mother, who has Alzheimer’s disease, she appreciates the support and guidance she has received from Mount Sinai Doctors Senior Health.

Margaret, who is Chair of the Nursing Department at the City College of Technology, says her team at Senior Health was instrumental in helping her and her husband, Timothy O’Connor, navigate the challenges of her mother’s care. She is “eternally grateful” to Vanassa Wills, LCSW, for her “deep understanding of how devastating dementia is to both the patient and family.”

Margaret says Vanassa’s assistance helped ensure that her mother could remain at home and avoid institutional placement. She also credits Joyce Fogel, MD, Chief of Geriatrics at Mount Sinai Beth Israel, for recommending valuable therapies, additional testing, and just as important, support groups for Margaret and her husband that eased the stress of caregiving. “Vanassa’s and Dr. Fogel’s care has had a profound impact on our lives, and my mother’s life,” Margaret says.

Vanassa is thankful for the opportunity to be a valued resource for families who need such help. “It is gratifying when they realize that they are no longer managing their loved one’s care alone—that we are committed partners in their caregiving journey.” Adds Dr. Fogel, “Our goal is to make sure caregivers are heard, and all of their needs are met.”

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.”