Because of breakthroughs in treatment, HIV is often considered a chronic disease rather than a life-threatening one. However, the physical and emotional needs of HIV-positive patients can still require a special sensitivity.
According to her colleagues, Shontell Duncan, Patient Business Representative in the Call Center of the Institute of Advanced Medicine serving Mount Sinai West and Mount Sinai St. Luke’s, more than meets those needs. In fact, Mount Sinai West recently recognized her as an “Ambassador in Our Midst” for her outstanding service.
According to her longtime manager, Rachel Leyba, Shontell has made tremendous growth in patient care and teamwork: “She shares her smile, enthusiasm, and respect for her work and the patients we serve every chance she gets.”
Shontell says, “Working in the Call Center is demanding. I am attuned to the urgency in patients’ voices when they are in distress, and know when I should reach out to the professionals at the Call Center rather than take a message.”
Jeffrey Fishberger, MD, a psychiatrist at the Call Center, says, “Shontell is someone who staff and patients can rely on.”
Judy Lee Moy, DMD, echoes these sentiments. “She understands both the patient’s situation and my needs as a dentist. And she deserves big kudos for her patience.”
Shontell Duncan