Squirrel Hill Health Center goes Above and Beyond for their Patients

The Squirrel Hill Health Center (SHHC), a non-profit primary health care center and place where I am serving my 11-month AmeriCorps experience, was established in 2006 in the heart of Pittsburgh's Squirrel Hill neighborhood.  The mission has remained the same since its inception: to provide the best patient care possible, "with a special concern for patients' religious beliefs, race, national origin, primary language, age, sex, and disability status and without regard for their ability to pay" (Squirrel Hill Health Center mission statement). The extra care and time given by SHHC doctors, physician assistants, nurses, care navigators, receptionists, and the entire support staff is astounding. It is one of the reasons that this health center has become a medical home for local patients as well as refugees that make the long, scary, and courageous journey to Pittsburgh, Pennsylvania.

One of the first and most exuberant people I met at the start of my service was Sarah Guyer, a former Compass AmeriCorps member, who served at Jewish Family and Children’s Services of Pittsburgh. Sarah began working at SHHC in November 2014 after finishing her year of AmeriCorps service. Sarah was initially hired as a receptionist—a friendly face to all—she greeted and checked in behavioral health patients for their appointments. Now, Sarah has transitioned into a care navigator role.  In Sarah’s own words, she “provides care management for patients because SHHC is a patient centered medical home and helps their patients get connected with any services outside of the center that will improve their health.”  Most patients who come to SHHC get help beyond just a physical check-up.  SHHC employees, like Sarah and the AmeriCorps members serving here, ensure our patients have a positive experience and knowledge about the next steps in their health care. There has yet to be a day when a patient does not recognize Sarah and automatically smile, thanking her for her dedication and work.

I am lucky to share an office with Sarah and experience some of her extraordinary patient-care moments. One such precious moment happened not too long ago. A long standing SHHC patient was terminated from his Medicare prescription coverage and as a result, unable to access affordable medication—medication necessary for behavioral health issues he is living with. His 80 year old mother was struggling to figure out how to pay thousands of dollars for her son’s medication and decided to turn to SHHC for help. Sarah quickly stepped up as the liaison between the health center, the medical assistance program, and the family to make sure this issue would be resolved. Sarah discovered the family would be eligible for medical assistance through workers with disabilities, which would make the patient dual eligible for Medicare and Medicaid. She continued to help the family navigate through the entire process and ensured they had access to the medicine they needed without worrying about cost. I witnessed the gratitude and relief felt by the family as a result of Sarah’s expertise and guidance. The mother personally came into the health center to thank her.

Sarah represents the general persona of SHHC employees. I feel so lucky to serve here and learn from such wonderful, happy, and giving people. So far, my AmeriCorps experience has taught me about the medical profession and how health centers operate, but most of all that kindness and understanding of every person’s situation can help build a trust that makes a patient feel secure even in a time of crisis. Nobody knows the answer to everything, especially in a changing health care system, but dedication to helping others find a workable solution is paramount to being a successful member in any organization.

The Squirrel Hill Health Center Care Navigation and AmeriCorps Team holding the YWCA of Greater Pittsburgh Racial Justice Award.  The Squirrel Hill Health Center was honored with this Award on November 12, 2015 recognizing its continued effort to provide health care to all, “with a special concern for patients' religious beliefs, race, national origin, primary language, age, sex, and disability status and without regard for their ability to pay” (SHHC Mission Statement).