{"id":63389,"date":"2022-04-14T15:07:23","date_gmt":"2022-04-14T21:07:23","guid":{"rendered":"https:\/\/www.uchealth.org\/today\/?p=63389"},"modified":"2023-08-10T08:27:06","modified_gmt":"2023-08-10T14:27:06","slug":"eileen-hill","status":"publish","type":"post","link":"https:\/\/www.uchealth.org\/today\/eileen-hill\/","title":{"rendered":"Eileen Hill"},"content":{"rendered":"
<\/div>
\"A
Eileen Hill<\/figcaption><\/figure>\n

The art of lifesaving listening: hearing what’s in a person’s voice<\/h2>\n

\u201cUCHealth Heart & Vascular Clinic. This is Eileen. How can I help you?\u201d<\/em><\/p>\n

That\u2019s how Eileen Hill, a patient access representative at UCHealth Yampa Valley Medical Center<\/a>, has answered the phone for the past five years.<\/p>\n

\u201cYou never know what\u2019s going to be on the other end of the phone, but my colleagues and I hear people,\u201d said Hill. \u201cLiterally, yes, but we also hear what\u2019s in a person\u2019s voice.\u201d<\/p>\n

Recently, Hill sensed something in the voice of a patient on the other end of the phone.<\/p>\n

\u201cHe was out of breath, and I could tell he was in distress,\u201d she said.<\/p>\n

Coincidently, the day prior, the patient\u2019s primary care provider had notified UCHealth Heart & Vascular Clinic \u2013 Steamboat Springs<\/a> that he was putting in a referral for the patient to be seen by one of the cardiologists.<\/p>\n

\u201cI remembered the patient\u2019s name, but he called before the referral arrived,\u201d said Hill. \u201cWe had an opening yet that day, but he said, \u2018No, I\u2019ll just come in tomorrow.\u2019\u201d<\/p>\n

She encouraged the patient to call 911 or go to the emergency department at YVMC if anything came up before his appointment, and even offered to call the ED after they got off the phone if he wanted to go right away.<\/p>\n

\u201cWhen people are that stressed and feeling awful, they don\u2019t always think about what they should do or need to do to help themselves,\u201d said Hill. \u201cIt\u2019s important for us to give those reminders.\u201d<\/p>\n

A short while later, cardiologist Dr. Jason Jurva<\/a> was paged to the ED for a consult. He was able to perform a cardioversion to convert the patient\u2019s heart into a normal rhythm. Had the patient not called 911 and been transported to the hospital, the outcome may have been different.<\/p>\n

When Jurva returned to the clinic, Hill was shocked to learn it was the patient with whom she had spoken with on the phone.<\/p>\n

\u201cI didn\u2019t know what to think,\u201d she said. \u201cI\u2019m so glad I mentioned to him to call 911, and that he indeed called for help.\u201d<\/p>\n

Like many other patient access representative, Hill works to keep the heart of the office beating strong.<\/p>\n

\u201cWe always try to go the extra mile to make sure everything is in place,\u201d she said. \u201cHave the medical records been received for a new patient? Does the provider have what is needed for the appointment? Have the images been pushed where they need to go? We hold high standards for ourselves, but always try to do our best for each other and our patients.\u201d<\/p>\n

\n
<\/span><\/p>\n

You Make Extraordinary Possible<\/span><\/strong><\/p>\n

Together, we recognize and honor the qualities within ourselves by shining a spotlight on how each and every one of us improve lives in big ways and small.<\/span><\/p>\n

Share a story<\/span><\/a><\/span><\/p>\n

<\/div><\/div>\n<\/div><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

The art of lifesaving listening: hearing what’s in a person’s voice \u201cUCHealth Heart & Vascular Clinic. This is Eileen. 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