Third Tuesday Employee Profile: Ellen Burke, General Manager

This month's "Third Tuesday" profile features Ellen Burke, our General Manager.  Ellen has been with Cape Medical Supply since 1989 and performed a variety of functions over the course of her exemplary tenure here.  In her current role she wears many hats, depending on the day of the week and the current challenge, but she handles all issues with the urgency and priority our customers demand, and does so willingly and with a positive attitude - something which should be reflected at all levels of the organization.

You’re the General Manager now; tell us about some of the other jobs you’ve performed over your long tenure with Cape Medical Supply

When I was hired in 1989 to work 10 hours a week, we had 6 employees and one computer. I was given the task of learning how to use the one computer, because everyone was afraid of it, and somehow get the others to use it. Twenty years later, our staff has grown to over 40. We have been thru several computer data conversions, as well as numerous overhauls of our networks and phone systems. We recently finished a major renovation to our Sandwich location that included an update to our current network infrastructure to allow access for all of our 4 locations and email with blackberry connectivity. We are constantly looking at new technology that will enhance the quality of service we provide to our customers. When we were a small company, you learned to wear many hats which, for me included: Medical Biller, Accounts Receivable, Inventory Specialist, Customer Service, Sanitation Supervisor (cleaning lady). It has been a very exciting journey and I feel honored to part of the management team here at Cape Medical Supply.

You have recently placed a lot of focus on the Mission/Vision/Values of the company, talk to us about some of the industry changes and why you felt the renewed focus on these areas was so important

The HME Industry has been greatly impacted by the regulatory and legislative issues of Healthcare Reform. Several industry experts are predicting that because of the oxygen caps and reimbursement cuts, 15 to 20 percent of providers will go out of business in the next two years. That’s staggering. It is no doubt that 2009 promises to be a year of tremendous change and the HME industry is working hard to demonstrate to the government the benefits, financial as well as personal, to keeping people home where they want to be. Despite these changes, we are committed to our home care patients who rely on us each day to maintain their independence.
I strongly feel that our focus needs to remain on our Mission as a company, ”to be dedicated to improving the lives of those we serve through the superior delivery of home medical equipment and respiratory care.”
Right now, we have a company-wide challenge for each staff member to memorize our Mission Statement. We will buy lunch for all department members when each person can recite it.
While others are cutting back on service, we are continuously striving to provide the highest level of service.
Our Mission Statement is much more than a marketing slogan or PR pitch. It is an essential piece of our company’s focus, gives clear direction, holds us all accountable and can inspire us to feel we are part of something big and important. It acts as a moral and corporate compass in helping us make decisions aligning with our values and goals.

There is clearly a lot of stress and a lot of moving parts with your position, what is the most rewarding aspect in your role as GM?
We have a great team of committed staff members who are compassionate, truly want to help people and are determined to make a difference in the lives they touch. I find it rewarding to encourage and support our fine team of managers to achieve a high measure of success while focusing on the steep traditions and work ethics of Cape Medical Supply. We work cooperatively to minimize expenses, maximize efficiency, improve our service levels and aggressively seek out a better way to get the job done.
We have recently implemented an Employee Activities Committee that coordinates small and large monthly events at CMS; birthday parties, BBQ’s, fundraisers. These small events are an important part of the fabric of who we are and make it a more enjoyable place to work – Above all else, I want to inspire creativity, passion, optimism and fun. Cape Medical Supply continues to provide the best service in the industry and I have always been very proud to be a member of the CMS team.