Third Tuesday Employee Profile: Susan Christiano, Director of Special Projects

This week debuts our staff spotlight feature, with our longest serving staff member starting things off.  Susan Christiano has been with CMS since 1985 and currently works in-house from April - November and remotely from FL for the winter.  She utilizes her extensive industry background, attention to detail, and dedication to improvement to help us launch and manage a range of exciting programs, with particular attention to the intracacies of billing, regulation and compliance.

1. Tell our audience about your history with Cape Medical Supply?
After answering an ad for part-time office help in 1985, my long journey with CMS began. From a staff of 4, CMS has grown to a staff of over 40 today. Being a part of that growth has been very exciting and fulfilling for me. In 1985, bills were typed on a typewriter and insurance claim forms were filled out by hand. Things changed dramatically when we got our first computer a few years later. Billing suddenly needed a whole department, which I managed for many years. Life changed for me when my husband retired and we began spending the winters in FL. I now work a few hours a day from my winter home and return every April to whatever projects Gary and Ellen have in store for me.

2. What’s your favorite part about working for Cape Medical Supply and in the HME industry?
What I love most about working at CMS is our wonderful family atmosphere that I share with many other long time employees. We care about each other and work hard together to make CMS the best company in the industry. The HME industry itself has changed dramatically since I was introduced to it in 1985. The plus side is that so many people get to stay in their homes longer because of the services we provide. However, the downside is that those services are driven by insurance company regulations instead of the medical professionals who know what is best for their patients. The HME industry is working hard to change that and demonstrate to the government the benefits, financial as well as personal, to keeping people home where they want to be.

3. What do you find most frustrating about the industry?
It is very challenging and at times frustrating trying to keep up with the ongoing changes in Medicare and Medicaid regulations. At CMS we successfully meet those challenges in every department, from our Customer Service reps, our Distribution team, Respiratory therapists, and Billing and Showroom staff. We are supported and encouraged by a fine team of managers from the President/CEO on down. Cape Medical Supply continues to provide the best service in the industry while complying with new regulations every year. I have always been very proud to be a member of the CMS team.

Our people are what make us such a special company and Susan is a shining example of the type of dedication, hard work, and perseverance we admire in our very best team members.