Indespensable, invaluable, tireless, patient, empathetic, positive, efficient and cheerful are just a few of the adjectives used by the co-workers of Jessie Rand to describe her.
Because of her cheerful dedication to consistently putting patients first and supporting her colleagues in her role as a Medical Specialties patient service specialist, Rand was recognized with a Vanderbilt University Medical Center Credo Award at the May virtual Leadership Assembly.
Clinical providers specializing in nephrology and hypertension have glowing praise for Rand’s daily efforts to make their jobs easier and patients’ lives much less stressful as they navigate a complex health care system.
Rand provides administrative support to 18 medical providers. She ensures patient records are obtained and reviewed for four nephrology locations — TVC, Clarksville, Lebanon and Cool Springs. She coordinates patient care, including scheduling testing and appointments across multiple departments and clinics to best accommodate patients’ needs. She also collects records and schedules new nephrology and hypertension patients.
“I have many new patients traveling here from out of state who may need multiple appointments on the same day,” said Julia Lewis, MD, professor of Medicine. “Jessie efficiently and cheerfully grapples with my schedule, the patient’s schedule and other providers’ schedules to make it work.”
Rand is known for going above and beyond when it comes to taking care of others, even in the most unusual circumstances.
“I have a patient with some learning differences that Jessie has come to know via the telephone,” said Ed Gould, MD, assistant professor of Medicine and medical director of the Vanderbilt East Dialysis Unit. “When the patient wasn’t behaving normally in response to an appointment call, Jessie found me to let me know. We were able to identify a caregiver to find out what was going on and get her scheduled to be seen.”
And Rand’s positive outlook extends to encouraging her clinic co-workers, even on the most hectic days.
“I tell my co-workers, ‘Just keep swimming,’” she laughed. “I also tell them we’re not killing anyone; we’re not saving anyone; we’re just scheduling. If we make a mistake, we can undo it. Let’s keep it in perspective.”
“There isn’t just one story of how Jessie makes those she serves her highest priority; there are thousands,” wrote one of her clinic colleagues. “Her big laugh and can-do attitude are contagious.”
Rand joined VUMC seven years ago. Her then-boyfriend, now husband, Trevor Rand, is a VUMC nurse, as is his mother, Jennifer Kuhle. They encouraged her to apply for a job. Rand had been working as a social worker in rural Tennessee and was searching for a different opportunity. She said she’s found the perfect fit and absolutely loves her job as a VUMC patient service specialist.
When she talks on the phone to patients, especially those with a new diagnosis relating to their kidneys, Rand often hears their overwhelming stress and does her best to alleviate their anxiety and fear.
“When people are referred to us, a lot of times they don’t have a lot of information,” she said. “They just know they’ve got something wrong with their kidneys, and that’s scary for them. If they have medical questions, I get them connected to the nurse.”
Outside of VUMC, Rand and her husband have a 4-year-old son named Graham who is overflowing with energy. She and Graham love swimming together, and when she can catch a free moment, she’s an avid book reader, mostly of fiction. She set a goal of reading 52 books this year, and she’s already completed nearly 40.
View Jessie Rand’s video from Leadership Assembly here.
If you are a VUMC employee, you can nominate a colleague for an Elevate Credo Award, Five Pillar Leader Award, or Team Award. Visit the Elevate website to fill out a nomination form. Employees demonstrate credo behaviors when: they make those they serve the highest priority; respect privacy and confidentiality; communicate effectively; conduct themselves professionally; have a sense of ownership; and are committed to their colleagues. Elevate award nominations are accepted year-round. If a nomination is received after the cut off for an award selection period, the nomination will be considered for the next period. VUMC VOICE will post stories on each of the award winners in the weeks following their announcement.
