As Business Service Associate in the Breast Center at Smilow Cancer Hospital at Yale-New Haven, Donna Izzo is one of the first people patients meet when they come in for their appointments. She is responsible for patient arrival and ensuring that the patient is in the right location for their appointment and the registration process is complete. She monitors patient flow in the waiting area and assesses caregiver concerns. She utilizes service recovery tools, such as coupons to the Boutique, when patients are delayed, and keeps caregivers apprised of the patient journey. She also interacts with nurses, the breast imaging technologists, and the administrative assistants to make sure everyone is on the same page and communicating so that patients are seen in a reasonable amount of time.
“I am aware of the patients that are there, what they are coming in for, and how long they have been waiting. I make it a point to give them a friendly smile, and let them know if their appointment is going to be delayed. Even if they are just coming in for an imaging test, it can be nerve wracking, and I do everything I can to make them comfortable,” said Donna.
Donna describes herself as a natural born caregiver, and has spent most of her career in the medical field. Her interest and passion in care giving prompted her to become a CNA (Certified Nursing Assistant). She has been in her current position at Smilow for 2 years. Part of her job is helping to answer patient questions and guide them towards the wonderful programs available at Smilow, such as the ‘Look Good…Feel Better’ Program, which she highly recommends to patients.Shirley Pinette, Donna’s manager, commented, “Donna is a true professional who genuinely cares about our patients and her fellow co-workers as exhibited by her warmth and friendliness toward all. They say that laughter is the best medicine and Donna's great sense of humor is medicine that is truly appreciated by staff and patients. Donna is a very dedicated and flexible employee, one who is always willing to help out when and wherever needed. We are truly fortunate to have Donna on our team.”