Stories from the Heart gives you a behind the scenes glimpse into the lives and passion of LSI team members and users. This month we invite you to meet Reilly Jackson, LSI’s Loaners for Life coordinator.
WHAT IS YOUR CURRENT ROLE WITH LSI?
I have been working with LSI now for just over a year and a half in customer support. In addition to that position, I am also the Loaners for Life Coordinator. This means I get to help clients who need loaner equipment keep their rehab running at 100% with as little interruption as possible.
WHAT DO YOU ENJOY MOST ABOUT THAT ROLE?
I get to talk to all our clients and learn about rehabs all over the country. Sometimes when I hear from them they are in a serious and stressful situation regarding their equipment. They’re most likely facing downtime and canceling classes. With LSI’s Loaners for Life program, I can put their concerns to rest, let them know we have their back and can get them back up and running most often by the very next day.
LSI’S TAGLINE IS DEDICATED TO IMPROVING LIVES.HOW DOES YOUR ROLE CONTRIBUTE TO THE MISSION?
One of our clients, Park Ridge Hospital, a rehab in Hendersonville, NC, had been using LSI technology for a while. One morning they came in and their 2007 system just wouldn’t boot properly. They called in to our free customer support number where I was able to work with them to try to get the system up and running. When we were unable to get the system working over the phone the rehab was concerned about canceling their full schedule of classes.
We talked through LSI’s Loaners for Life program, which is available to all LSI customers regardless of system age or warranty status. They were relieved that this was an option in the face of downtime. We shipped a loaner to them and by the next afternoon we had the loaner in place with their patient data intact and the rehab was back up and running with minimal interruption to their schedule.
HOW DOES LSI’S CUSTOMER SERVICE IMPROVE LIVES?
We have clients all over the country. No matter what time it is we always have someone available to assist a client when they call in, whether that’s early in the morning on the east coast or late in the evening for the rehabs on the west coast or any time in-between. Also, we don’t just work with the rehab staff, we understand that the rehab staff is busy caring for their patients, so we will often work with the hospital’s biomedical department or IT staff to handle situations.
WHAT DO YOU LOVE MOST ABOUT WORKING FOR LSI?
The people I work with every day. Starting at the very top of the company, everyone here is working to help cardiac rehabs provide the best care and monitoring as possible. Whether it’s new features in our software or keeping rehabs up and running through our Loaners for Life program, LSI is always looking at how we can improve the day-to-day for cardiac rehabs. It’s great to be a part of a team that works to improve so many lives every day.
We’re grateful to have hard-working, passionate individuals like Reilly as part of the LSI customer support team. Thanks for your dedication to improving the lives of our users and their patients, Reilly.
Learn more about LSI’s Loaners for Life program and other unique support options.