#theVIPexperience Post #157: Alexis Gemelas

When I decided to apply for Crossroad’s Volunteer Internship Program, I had virtually no idea what I was getting myself into. I was aware that the program would provide me with a view of healthcare beyond being in an exam room, with exposure to working with underrepresented and disadvantaged patients, and with a valuable learning experience. However, I really did not understand what the work as a VIP would involve until I began training during my first rotation last spring of 2021. My first rotation as a VIP was completely remote – my interview, training, and shifts were all completed from home. Going through the training remotely was a challenge; it was confusing to learn about the referral process and how to navigate Athena and REDCap for the first time on my own. I remember having to ask so many questions throughout not only training but the entirety of my first rotation as almost every shift brought up new situations or complicated referral cases. Starting to make calls for the first time as a VIP was also a nerve-wracking experience because I was anxious about handling HIPAA policies as I did not want to accidentally violate HIPAA in any way. Even now in my second rotation, I still get nervous about leaving detailed voicemails even when a patient has given permission for it. Despite the challenges that came with training and working as a VIP remotely, though, I was able to gain a great appreciation for the work of VIPs. It became so apparent how challenging it can be to schedule appointments, contact and understand insurance, and set up transportation services. A large percentage of Crossroad’s patient population already face healthcare disparities. There is no denying that scheduling referral appointments only creates another barrier to accessing healthcare, so the work we do as VIPs by scheduling appointments for these patients is incredibly important. Now that the Volunteer Internship Program has returned to in-person shifts, the experience has become even more valuable as I am able to better experience working in a healthcare setting and connect with the other VIPs. I am excited to continue with my rotations at Crossroad and complete my third-rotation project in the spring!