When I was approached in 2011 to provide case management services for Gender Health, I was open to it. It was a new service for our region that really aligned with my belief system. Gender Health is a department that provides services to our transgender, gender-diverse and nonbinary members. Every patient deserves access to respectful and affirming care. We receive about 100 new referrals a month. My role is to help folks receive the health care they need. When patients have to repeat their story multiple times and deal with the bias and discrimination of people who are not aware or educated about this patient group, it’s devastating. It’s been heartbreaking to hear people’s stories and struggles, but heartwarming when I know I’ve helped a patient. One day gender diversity will not only be respected, but celebrated in the way it’s deserved.

We can sit in the boardroom and dictate projects, but to be really transformative we need to talk to the people that do the work. We need to remove barriers. We all have a call to action: to share tests of change, reduce waste, improve quality and service, and identify barriers to spread those findings. Working in partnership is not extra work, it’s how we do work.

I was diagnosed with lung disease 6 years ago, so I am extremely high risk. I’m also a frontline worker. I knew I’d get the vaccine, but it did cross my mind about how quickly the vaccine was available; was it safe? I did my due diligence and reached out to my pulmonologist to see if I should get the shot and she said, ‘Yes, yes, yes, get it as soon as you can!’ My reaction to the second shot was mild. I tell everyone I see, ‘I got my shot,’ and I tell them about my experience. I would do it again; it’s not that bad.

I’ve worked at Kaiser Permanente for 42 years. I’m a patient registration representative and have been working as a greeter since COVID-19 hit. Most everyone I have encountered has been fabulous, but I had a particular situation when a member was very upset about answering the screening questions and wearing a mask. He was aggressive and verbally abusive. I had to remind myself that the person in front of me might be dealing with fear or medical issues and that he was just trying to get through the day. I explained the safety precautions as calmly and empathetically as I could and the member calmed down and complied with the rules. I work hard to be positive and helpful with our members; If I can make their encounter positive, I’ve done a good thing.

I have a great passion for my job in Message Management.  I love assisting our members with their questions, concerns, and booking the appropriate appointments for them. It keeps me going. As I head into work, I wonder how I am going to make a difference in someone's life. All day long, I call members with their test results and help them with their prescription refill requests. Being able to help members during this hard time is very inspiring. I work closely with physicians to provide members with the appropriate plan of care.  I can tell this helps to alleviate some of their anxiety and stress.  It makes them feel like we care for their well-being at a time like this. Member satisfaction is our goal and priority, now more than ever.

Knowing that I am backed by the LMP and having a good working relationship with management has enabled me to speak freely about my feelings and ideas. For example, when too many visitors entered the building, I was very comfortable talking with my manager about the current visitation policy which she took to the building manager. We are now informing patients before they arrive about the number of visitors they may bring. I really and truly enjoy my job and the people I work with. Every morning, the midwife and I pull a card from a deck called 'Empowering Questions and Affirmation Cards.' It helps us start our day on the right foot.