Specialty care provider Charlotte Eye Ear Nose and Throat Associates, PA has 19 locations in North and South Carolina, but its employees feel like they are part of one big family. The company prides itself on promoting from within, and showering its own employees with the same special treatment they strive to provide their patients.
Michelle Warrior applied to the company after a 19-year career in banking. “I wanted to make a change and do something for someone else,” she says. She was hired as a patient service specialist, and was promoted to be an ancillary service scheduler in the allergy department.
In 2015 she was diagnosed with breast cancer. “They have been with me every step of the way,” says Warrior. “I don’t even have time to tell you all of the ways they’ve helped me.” She was particularly touched when the department purchased a specific badge reel adorned with a pink ribbon. The employees wore the badge reel both in honor of Warrior, and to encourage people to get a mammogram.
Customer service is key to the practice’s success. This is achieved not only by following federal safety and health regulations, but also “by making sure that our patients are comfortable, happy, and we actually make a change if there is a need,” says Warrior. Employees are encouraged to take immediate action to solve a problem. “If there is something I can do I go ahead and do it,” she says.
Practice manager Laura Adams manages about 35 employees at the Matthews office. She interned with the practice while in college, and has held five positions during seven years. She worked her way from patient representative, to clinical assistant and surgery scheduler, to provider service liaison, to marketing, and then she managed a small marketing department. “A lot of people at CEENTA have held numerous jobs in different departments,” she says. “The ability for advancement and growth are there if you are willing to work hard for it.”
When she interviews potential employees she asks her staff what they are looking for in a co-worker. “I ask for a lot of feedback,” she says. As to new hires, “People know how to answer interview questions, so I’m really looking for someone who cares about patient care,” Adams says.
This is Charlotte Eye Ear Nose and Throat’s second consecutive Top Workplace award. “Oh gosh yes they are aware of it,” says Annette Nash, director of human resources. “I still have the article on my desk. Our goal is to be the employer of choice in Mecklenburg and the surrounding areas.”