If you’re building anything big, you’d better have a strong set of pillars to help support your creation.

Big installation? A complex account with unconventional (perhaps even unprecedented) needs? A combative client who doesn’t want to pay? Administration teams often serve as pillars to assist other departments and stabilize an organization’s ability to continuously fulfill client needs, and also hold steady during the storm (i.e. angry customers). Two examples of such pillars? Kym McGee and Lindsey Russett.

First, a disclaimer: There were MANY players who went above and beyond to make the humongous Baptist Health acquisition a success for our Arkansas branch, but one prime example comes in the form of supplies. Kym McGee took on the challenge of handling the unique supply needs of this vast organization that spreads across the state with the strength of a mighty, steel-enforced pillar.

Pillars handle big loads.

Kym already had a big workload. But with the introduction of 2,500 or so additional devices across the state, she knew things were about to get real.  How real? In 2022, Baptist Health accounted for an additional 4,000 supply orders over the course of the year. For 2023, it’s resulted in an additional 270 orders, per sales period, in addition to the normal about 1500 in supply orders done every period.

“It was a huge change, but for me, it was a matter of anticipating the need and being able to keep everything going,” Kym said.

Not only were there big numbers. There was new equipment. After all, these devices inside this hospital system were Toshibas, a manufacturer (and whose supplies) Kym knew nothing about at the time. She needed to learn what types of toner, how to install them, etc… all the questions a customer would ask.

Not only were there big number numbers and new supplies, but there were also labels. LOTS of labels. The types of labels hospitals use for everything from pill bottles to wristbands.

Meanwhile, in Texarkana, Lindsey Russett remains the lone collections person for the state of Arkansas. It’s a big load, but one she’s more than happy to take on.

“I just try to dig in every single day and do as much as I possibly can,” Lindsey said.

Pillars don’t budge.

When Administration Manager Kristen Finkbeiner announced the arrival of the Baptist Health initiative, and all the nuances regarding supplies, Kym didn’t budge. She didn’t panic when she knew it was time to learn a new manufacturer and a new line of supplies fast. She turned to a powerful ally of her’s… Google.

“The labels were the most challenging aspect of this, but I’m the type that wants to learn it now and get it down,” Kym said. “So I spent a lot of time researching. I had to go in and learn the processes with Toshiba. Any of the questions a customer might ask about supplies, I needed to have an answer.”

Pillars can be continuously counted on.

As the Area Sales Manager who manages the communications process between Departments, Cody Simon has his hands in all areas of the account – supplies included. When it comes to Kym’s area, he’s proud to say he hardly hears a thing. In fact, even with the weight of the extra load on her, he hasn’t seen a difference.

“She’s picked it up in stride without complaint. I haven’t seen her skip a beat in the way that she handles supplies needs at the hospital. I think that speaks volumes,” Cody said.

With collections, a storm has the potential to erupt at any moment because, as Lindsey puts it, let’s face it, who wants to be called and told they owe money? However, Lindsey wants her organization and her clients to both know… they can count on her.

“I try to approach every call with a calm, cool, and collected tone. I want to work with these customers, help them, give them options. The idea is, we can work with you. I’ve found that goes a long way,” Lindsey said. “I know so many of these customers so well, they know why I’m calling. I’ve just developed such solid relationships with them that it works.”

Pillars provide the ultimate support.

As the liaison for the Baptist Health account, Preston Johnson says he is the quarterback for both teams, Datamax and Baptist. It’s his job to make sure equipment, toner, etc. gets to the right and to the right person. He couldn’t do what he does without Kym.

“Kym’s the right-hand person to me,” he said. “She continuously gives me what I need out in the field, be that tag number, device details, and we’re talking all over the state of Arkansas. If something happens in the field, she’s quick to get the spreadsheets, something out of FM Audit, to make sure we get what we need. Her professionalism, her organization, and the fact she’s very quick and sharp. Kym is definitely on point.”

On point and standing firm. Strong pillar support is nonnegotiable.