Nicole Osborne first came to Duke in 2020 to help screen patients for COVID-19 at Duke University Hospital. Last year, she came to our Morreene Road Clinic as a patient service associate (PSA). For this week’s Spotlight interview, Osborne talks to us about the joys of forging connections with patients, how having a close family member in need of medical care gave her a new perspective, and enjoying time with family and friends outside of work.
What are your current responsibilities as a patient service associate (PSA)? What does a typical day look like for you?
As a PSA I have a lot of varying tasks. First and foremost is taking care of patients’ needs, which includes things like scheduling appointments, being a liaison between patients and clinical staff, calling and setting up referrals by connecting patients with the correct scheduling team per department. A typical day for me is getting to work, checking email, staff messages, and referral notes. In between checking patients in and out for their appointments I work on work queues.
What were you doing before you came to the Neurology Department? How does that work compare to your current position?
Before coming to Neurology, I was a Covid screener at the main hospital. Working as a Covid screener was very different from my current position. I was always in a different area of the hospital and was not able to make the same type of connections with the patients as I get to while here in Neurology.
What do you enjoy most about your work?
Working with the patients and getting to interact with them daily is the best part of my job. Our patients struggle with very difficult situations and being able to be here to help them get the care they need and bring a smile to what could be a rough day. My mom is a patient here with Duke Neuro, I try to provide the kind of care I want my mom to receive. I think having the personal connection to what our patients go through helps me to better connect with them.
What’s the hardest part of your job?
The hardest part of my job is hands down when I can see that a patient has had a rough day or gotten a rough diagnosis. My heart goes out to them and the family.
What’s one thing you wished more neurology patients knew before coming to Duke?
One thing I wish more neurology patients know before coming to Duke is that there is a provider here for everyone, and you might not get the right fit the first time, but that doesn't mean we don't have someone who can help you. Everyone requires different types of care, and some patients like when providers spend a lot of time with them, some patients want to be in and out quicker than others. If you don't vibe with one provider, give us a chance to set you up with someone who may be able to fulfill your needs.
What other passions or hobbies do you have outside of Duke?
Outside of work I enjoy spending time with friends and family. My niece and nephews are my world. Spending time with them playing games and watching them play hockey are my favorite things to do. I enjoy going to hockey games with my boyfriend, and I spend time taking care of my mom.