A Tempting World: Day 4 at Laser Spine Institute

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Today I spent time with the division of Laser Spine institute that works with patients post-surgery.  It was an eye-opening experience to learn how they followed up with all their patients.  Andrea Smith, Patient Support Specialist, let me listen in on a few calls as she talked with the patient concerns.  She personalized every step of her communication from the day after surgery, when Andrea writes a handwritten card, to following up with them, week 1, 2, 4 and 8.

Next, I met Maya Borofsky and listened in on a few calls that she made to follow up with her patients.  Some patients take 3 hours of time to make sure everything is in order, and some take 5 minutes.  It’s clear that all Maya wants to ensure is that the surgery and follow up care has been taken the utmost possible care.

Later in the day, I spent time with Danielle Dougherty, who works in marketing to help discuss the images that would best fit for an ad.   Then to finish up the day, I met with marketing to work on a project for selecting and updating testimonials.  The 2,000 testimonials I read through were really incredible stories about how after mostly years of pain, they finally were back to normal again.

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