When a patient calls AOM or arrives for their infusion appointment, it isn’t unusual for Crystal Baez to immediately recognize their voice or face before they can even say their name.
“I pay attention,” she explains matter-of-factly. “I’m observant.”
That self-descriptor just might be an understatement. Still, Baez’s superpower observational and people skills are put to good use as office coordinator at AOM Infusion’s newest ambulatory infusion suite in Arlington, Texas. There, she is responsible for answering the phone, greeting patients, organizing meetings and patient activities. While anticipating needs and spreading joy may not be in her official job description, she more than delivers those, too. In fact, anyone who spends even a small amount of time with Baez knows this isn’t simply a job to her — it’s a personal mission.
“I enjoy helping others. I like making someone’s day,” she reveals. “Anybody can pick up a phone and answer it, but at AOM we’re not like everybody else. We genuinely care. We have our patients’ best interests at heart.”
Before she made her way to AOM Infusion, Baez was a medical assistant for 15 years, working with pediatricians and ear, nose and throat specialists. She took a break when her daughter was born to be a full-time mom. When her daughter started school, Baez decided it was time to return to work.
A friend suggested she apply for an open position at AOM. “I sent my resume and they reached out to me the morning of my birthday. I went in for an interview and got hired on my birthday. It was the best birthday gift ever.”
A Gift for Making People Feel Good
Since Baez joined AOM nearly two years ago, it’s become clear that she has a gift for making people feel special. She taps into well-honed people skills from her days as a medical assistant.
“I like that I am still able to interact with patients in my role with AOM,” she admits. “To see that someone is doing well and their treatments are making a difference is something I really enjoy.”
Baez certainly plays a role in helping bring about that positive difference. She pays attention to everything and loves delighting patients by being one step ahead of them — anticipating their needs and wants and surprising them with thoughtful gestures.
“One of our patients always feels cold during her infusion sessions, but forgets to bring her little blanket with her. Every week she tells me, ‘I’m going to remind myself to bring my blanket next time.’ Every week, I take my blanket home to make sure it’s washed because I know when she comes in she won’t have hers, and I want to make sure she has a clean blanket to keep her warm.”
Empathy for Patients Who Are Vulnerable
Not only is Baez keenly observant, she understands what it’s like to feel vulnerable.
“Before my father passed away, he was in the hospital for a while,” she explains. “Some of the nurses who came in were rough, and I didn’t feel like they really cared. I heard how doctors often said things in a way that patients and their families didn’t understand. Experiencing that firsthand inspired me to go into health care and become a medical assistant. When you really have sympathy and empathy for patients and their families, it makes a difference — and it goes a long way in helping them cope with illness.
“I’m a firm believer that you should treat people how you want to be treated. I understand that patients are already scared and nervous because they don’t know what’s going to happen or how to prepare themselves. So, if I can just make it a little more comforting for them, I’m going to do it.”
Baez’s brand of comfort also happens to come with a dose of fun.
“We had a Mardi Gras party, and I made sure the decorations were over the top so our team could have the best time,” she says. “To see other people happy is so rewarding. It’s not about me, it’s about others.”
Baez’ attention to detail, enthusiasm and special way with AOM’s patients and team hasn’t gone unnoticed. Her peers nominated her for the company’s Employee of the Quarter Award even though she had only been with AOM for eight months. She was surprised and touched when she learned she’d won.
“The trust that my leaders and coworkers have in me to make others happy — and that they see it’s not about me, but about others — that truly means so much to me. Some people go to work to collect a check, but when you really have sympathy and empathy for patients it makes a difference and goes a long way. I love being at AOM. From our leadership and my coworkers to our patients, I enjoy everything about AOM’s mission. It’s a great company.”
