By Dave Carter, Chief Revenue Officer
TwelveStone Health Partners was built on the foundation of a “Servant’s Heart.” It takes a lot of humility, patience, and selflessness to lead with that spirit and at times I get concerned about losing our edge. This isn’t meant to discourage any member of our team, but rather to encourage each of us to stand firmly on this cornerstone belief.
When thinking of the definition of a “Servant Heart,” I cannot think of a better example than the story of Jesus washing the feet of his disciples as described in the Book of John:
It was just before the Passover Festival. Jesus knew that the hour had come for him to leave this world and go to the Father. He got up from the meal and wrapped a towel around his waist. After that, he poured water into a basin and began to wash his disciples’ feet, drying them with the towel that was wrapped around him. When he had finished washing their feet, he put on his clothes and returned to his place. “Do you understand what I have done for you?” he asked them. “You call me ‘Teacher’ and ‘Lord,’ and rightly so, for that is what I am. Now that I, your Lord and Teacher, have washed your feet, you also should wash one another’s feet. I have set you an example that you should do as I have done for you. Very truly I tell you, no servant is greater than his master, nor is a messenger greater than the one who sent him. Now that you know these things, you will be blessed if you do them”. John 13:1-17 (portions)
Think about it. Jesus was the Messiah. Fully human but also fully God. And he knew by the end of the night, he would be betrayed, denied, arrested, and hung on a Cross with only John left at the Cross with his mother. And yet, in spite of that he washed their feet. Not just freshly pedicured feet but feet that had been traveling many miles. In this humble act, Jesus displayed kindness, humility, selflessness, commitment, loyalty, and love.
As the Chief Revenue Officer, along with sales and marketing, I am also responsible for finding new referrals, as well as helping to keep the patients we have on census. To continue to be successful, we must ask ourselves: are we displaying a Servant’s Heart in every interaction with fellow employees? With referral sources? With patients?
Last week, I met an old friend for lunch at a small restaurant called “Goodness Gracious” in Murfreesboro. My server was an 18-year-old young lady who smiled, welcomed me, and shared her name. We chatted a bit about her going to college. She came to our table to check on us 8 times in just 45 minutes. Each time she arrived with a smile, inquiring how we enjoyed our meal. At the end of lunch, I gave her the signed bill and said, “thank you.” She smiled and politely said to me and my friend: “it has been an absolute joy serving you and I hope when you come back you ask for me.”
Wow! I tend to be a bit judgmental of young people, but this young woman gave me hope. And now I am a huge fan of Goodness Gracious. She displayed kindness, warmth, and attentiveness.
This interaction illuminated some thoughts about how we all might share a servant’s heart more brightly by asking a few important questions:
- Are we asking our co-workers if we can help them with their heavy workload when we are finished with ours?
- Are we smiling and welcoming referral sources and patients on the phone and in person?
- Are we thanking our referral sources for referrals and patients for choosing us?
- What about our choice of words when a patient leaves the Infusion Center saying: “thank you.” Do we respond with “welcome” or “no problem” or “sure” or “see you next time.” Or do we smile at them and say “it has been my privilege to serve you” or “it has been a joy to have you as a patient” or “I can’t wait to serve you again. We love having you here!”
It is the little simple things done consistently and sincerely that will continue to differentiate TwelveStone and make loyal disciples out of our patients.
We fulfill our mission at TwelveStone Health Partners when we lead with a servant’s heart.
