Mary Fry – Patient Access Representative, Therapy Services

I was born in Mexico, MO. I have 4 brothers. I went to William Woods University for 3 years and got an associate’s degree in business and a minor in paralegal. I have 1 daughter, 1 son-in-law and 1 granddaughter. 

Why did you get into the health care field? I was a candy striper (now known as a hospital volunteer) in high school at Audrain Medical Center. I helped walk patients down the hallway, talked to them, or got them a magazine. I really enjoyed it and knew I wanted to work in a hospital. When I moved to Columbia, I got a job in the Rehab Unit and have been here for 29 years. 

What interested you in your particular job?I love people and knew I wanted a job where I could interact with people all day. In the therapy department, I enjoy being the kind word or smile that can help reassure a patient. When a new patient comes in and is in pain, they may be rude, and that is okay. I give them the reassurance that they are going to be okay and we are going to get them the help they need.

What is the most rewarding part of your job? I love seeing the progress patients make in therapy. When they first start here, they may use a walker or be in a wheelchair. And then to see them walk without a walker or wheelchair with a smile on their face is really rewarding. I love helping patients and they will often come back and say how nice and kind I was to them.

What is the most challenging aspect of your job? Rude and difficult patients are the most challenging. I am the first person they meet and may sometimes be the punching bag for their irritation, confusion and concern. Sometimes patients don’t understand why their doctor referred them to therapy, so it’s important to reassure them that their doctor knows our therapists can help them and make them feel better. 

What has changed since you started? Computer systems and people have changed the most in 29 years.

What do you see changing in the next 5 to 10 years? How we communicate with patients, billing issues and hoping patients actively listen to the advice the therapists give them. 

What do you enjoy doing outside of work? Growing up with 4 brothers, I became a huge sports fan. I love watching football, Chicago Cubs baseball and St. Louis Blues Hockey. I love being outdoors and enjoy gardening and relaxing with my family and friends. 

What advice would you give someone looking to become a patient access representative? Be patient and be able to learn new things. Have compassion and have time to listen. Be mindful of the pain and concern a new patient may have and give them the correct information that they need and who they need to talk to.