Hattie is an exemplar of what a clinical program coordinator should be. She has organized a standard operating procedure manual for the neuromuscular clinic; assisted in the start-up of the clinic of multiple complex new medications for neuromuscular disease with the preauthorization process and patient education, coordinated multiple new clinics (new patient, Charcot-Marie-Tooth disease), which required multidisciplinary services, and evaluated efficiency for multiple current clinics to improve care and processes.

In addition to all of this, she provides compassionate and thorough care for all of our patients. A particular patient interaction stands out that embodies who Hattie is: a parent of a complicated neuromuscular patient with a rare neuropathy called with concerns. Hattie quickly recognized the need for a multidisciplinary discussion about how best to manage this patient’s issues, organized a care conference, and facilitated the patient’s referral to surgical care. The patient had a complicated postoperative course: Hattie was present every day at the bedside to provide a listening ear for the family and to act as the liaison to “interpret” the challenging decisions presented to the family by the medical team and the family. She was present for the subsequent outpatient visits and to help the family through some social concerns as well. Her clinical acumen, combined with her caring manner, helped this patient through a very difficult time. As the “face” of the neuromuscular clinic and often the first point of contact for the families, our families lean heavily on her with any medical concerns and, most importantly, share first with her their fears, joys, and milestones. She truly goes above and beyond for the patients and is an invaluable member of the neuromuscular team.

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Hattie consistently goes above and beyond in their role. One particular instance that stands out to me is when we had a difficult patient who needed further assistance and resources. The parent was initially very upset, but Hattie sat with them on the phone for >1 hour to listen to their frustration and provide support and understanding of their situation. She was able to de-escalate the situation and end the conversation with a plan of care and follow-up guidance. The ability to provide emotional support and patient education made a profound difference in the patient's care and experience with our clinic.

Hattie approaches every patient, family, and situation with genuine compassion. She takes time to listen to concerns, answers questions, and provides reassurance. She goes out of her way to provide consistent follow-up for families, which greatly alleviates anxiety both for the patient and parent.

In addition to her direct patient care and coordination, Hattie is an invaluable member of our care team. She provides leadership and collaboration efforts between providers in a multidisciplinary setting, which creates a supportive environment for both the patients and the staff.