You've been a long-time director of a small SORH. What are the challenges?
We are all really highly focused on customer service--someone answers the phones here 8-5:00, M-F. We try to make sure our phones never go to voicemail. If someone is on the phone, the call rolls down to another staffer. It's really rare that someone would call and no one would pick up the phone. When there's a conference and we're all there, we've sometimes set it to go to someone's cell phone and they can answer it there. All our staff supports that and it's important to everybody here.
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