Compassionate service & support at every step—Meet members of the Guest Services Team

They are often the first faces to greet patients and visitors at the hospital.

Autumn Hall

Guest Services
Ambassador

What does “guest service” mean to you personally?

Guest Services is about being there for people in moments that really matter. Whether someone is visiting a loved one, celebrating something special, or going through a difficult time, I’m able to guide and support them. It makes my job feel meaningful because I know I’m helping people in real ways every day.

How did you begin your career at the URochester, and what are your key responsibilities during a typical shift?

I began working at the URochester during my junior year of high school. It was my first job, and I wanted to be part of a place where I could help others and feel like my work mattered. During a typical shift, I assist at the hospital front desk by creating passes, giving directions, answering phones, and sometimes transporting visitors to their destinations.

How do you feel your role contributes to the overall patient and visitor experience at the hospital?

My role often serves as the first point of contact, which sets the tone for a visitor’s experience. By being patient, helpful, and welcoming, I can make people feel more at ease during what might be a stressful time. Even small interactions can make a big difference in how someone feels when they enter the hospital.

What training or skills have been most critical in this role?

Empathy, communication, and patience have been the most important skills in my role. You never know what someone is going through, so it’s important to treat everyone with kindness and understanding. Being able to clearly communicate and stay calm helps ensure visitors feel supported and respected.

What is the most rewarding part of your job?

The most rewarding part of my job is knowing that I’m making a difference in someone’s day. I also really appreciate the environment my coworkers, supervisors, and managers create, because it feels supportive and welcoming. It feels good to work somewhere where I’m constantly learning and have people I can rely on, which makes the experience even more meaningful.

How has this role changed the way you interact with people throughout your day?

This role has helped me become more confident and open when interacting with others. I’ve learned how to communicate more clearly and step out of my comfort zone. It’s made me more aware of how I can help people, even in small everyday situations.

What advice would you give someone starting in Guest Services?

I would tell someone starting in Guest Services not to be afraid to ask questions and take their time learning. It’s okay to make mistakes, as long as you’re willing to learn from them. Being patient, observant, and open to growth will help you succeed in the role.

If you could describe your service style with three words, what would they be?

Empathetic, attentive, reliable.

Tasha Turner Abdullah

Guest Services
Representative

What is something about your role that might surprise people?

Good question! A lot of people are surprised at how quickly I learned the majority of the hospital. I tell them I have to know it all so I can help them. But we continue to expand, so there will be a lot more to learn.

What does “guest service” mean to you personally?

Guest Services means being the face of the hospital. When people come in, I am the first person they interact with; whether they need directions or are visiting a loved one, I am here for them.

How did you begin your career at the URochester, and what are your key responsibilities during a typical shift?

My career here at the URochester Medicine began, actually, by word of mouth. My husband (who worked at the gift shop) heard my boss talking about how his department was hiring. And the rest, as they say, is history. This year I mark five years here at the University. My key responsibility is ensuring people reach their destination in a timely manner. If someone is having a surgical procedure or needs assistance to an appointment, I will get them there. If they need any other help, such as finding a patient’s location or an appointment, I am here to help.

How does your team support each other during busy and stressful times?

I have an AMAZING TEAM!��If one of our team members is having a rough day, we step in to help. Whether it’s a transport that they are unable to do or answering phone calls, we’re there. Even if one of us just needs a listening ear, we’re here.

What is your go-to way to make someone feel welcome instantly?

A BIG smile! It sometimes makes the individual feel better in an already stressful situation.

How has this role changed the way you interact with people throughout your day?

This role has encouraged me to listen more. Listening helps me better understand what’s going on. I am more compassionate towards people.

What advice would you give someone starting in Guest Services?

Have a big heart and a listening ear. Please don’t be afraid to ask questions. You need patience, and lots of it.

If you could describe your service style with three words, what would they be?

Personable, engaging, and harmonious.

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Community. Service. Support.—Meet members of the Public Safety team

Kamaran Moss Sr

Peace Officer, Community Resource Officer
Department of Public Safety

How did you begin your career at the URochester?

I started my career journey at the URochester at 18 years of age in the Emergency Department as a Patient Care Technician. I continued serving in the Emergency Department after becoming an officer. Working in the ED taught me patience and how to better communicate with individuals.

How long have you been with the Department of Public Safety (DPS) and what is a typical day like in your position?

I have been with the Department of Public Safety for over five years and currently serve as the Community Resource Officer. In this role, my typical day involves engaging with faculty, staff, and students. I do this in a variety of settings (medical center and academic campus) to strengthen collaboration between DPS and the Ģ����ý community.

What skills are important for your role?

Strong communication, active listening, and empathy are essential skills for a successful Community Resource Officer. Equally important is the ability to develop thoughtful, practical plans to maintain a healthy and connected community.

What makes working at the URochester different from other public safety roles?

I believe what sets the Ģ����ý apart from other public safety roles is the strong sense of camaraderie and officers’ genuine willingness to support one another. Additionally, the unique nature of our campuses and the diverse locations allow us to wear many different hats, giving us the opportunity to serve in a variety of roles and situations.

How does the University and DPS support your professional growth?

The University and DPS support professional growth through tuition assistance and diverse training opportunities. I have taken advantage of several of these opportunities, serving as a Peer Support Officer and completing training in crisis intervention, field training, and other professional development programs.

Sandra Rivers

Public Safety Officer, Peer Support Officer
Department of Public Safety

How long have you been with the Department of Public Safety (DPS) and what is a typical day like in your position?

I have worked in the Department of Public Safety for more than 18 years. A typical day with DPS is focused on maintaining a safe, calm environment and also fostering beneficial community relations with everyone you come in contact with throughout the day. I really enjoy giving stickers to little kids when I see them on the units. Watching their faces light up makes my heart happy.

What do you enjoy the most about working with the campus/community?

What I enjoy most about working for DPS is that the day-to-day calls for service are always different. You get to work with a variety of people while serving the University community. It’s a job that is so rewarding and makes a difference in people’s lives. Also, as a Peer Support Officer, I am there for my coworkers when they have something going on at work or in their personal lives.����

What skills are important for your role?

Skills that are important for the role of a Public Safety Officer begin with the ability to be able to communicate with all different types of people. Also, the ability to think on your feet and to keep your composure and professionalism in all situations.

What advice would you give someone considering a career in public safety?

I would advise someone considering a career in DPS to take the leap of faith. You will have the most amazing coworkers while doing a job you will grow to love. Sometimes people are having a really tough day, and being able to stay calm and meet them with understanding makes all the difference

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Comfort in every draw—Meet members of our phlebotomist team

Kalissa Marks

Phlebotomist����
Phlebotomy Department��

How long have you been a phlebotomist, and what led you to this career?

I have been a phlebotomist at URMC for almost two years. I was drawn to this career because I enjoy working with patients and wanted to be part of the healthcare field in a hands-on role. Phlebotomy allows me to make a meaningful impact during each patient interaction, often during moments when an individual may feel anxious or scared. Being able to provide comfort while contributing to their overall healthcare experience is what initially inspired me to pursue this role and continues to motivate me every day.��

What is one thing people might be surprised to learn about your role?

Phlebotomy provides a lot of variety. In addition to drawing blood, we perform EKGs, assist with patient specimen drop-offs, and offer road tech services to patients in our nursing homes as well as patient homes.����

What does a typical day look like for you?

My day begins with opening the lab and ensuring everything is clean, organized, and ready for patients. I check in patients and draw blood throughout the day, relying on the guidance of our senior technicians and collaborating closely with my coworkers to ensure everything runs smoothly. Being able to support patients and working alongside such a skilled team makes every day meaningful.��

What is the most rewarding part of your job?

I enjoy participating in the computer training class for new hires. We teach them how to register mock patients for blood work, including verifying information, understanding insurance, and reading and interpreting paper lab work orders. Seeing new team members gain confidence with their computer skills is incredibly rewarding. The class adds both a leadership and educational component to my day that I really enjoy.����

How do you help patients feel comfortable during blood draws, especially those who are nervous or afraid of needles?

I take the time to explain the process, answer questions, and reassure them so they know what to expect. Using a calm and friendly approach, I work at a pace that makes patients feel safe and supported, which helps reduce anxiety and makes the experience as smooth as possible. When working with younger patients, I explain what I’m doing in an age-appropriate manner and use a reassuring tone to help both the child and their family feel at ease. When necessary, I’ll have a coworker gently hold the child’s arm to make the procedure safer and less stressful.��

How has UR supported your healthcare journey, or how would you describe the support provided by leadership and your coworkers at URMC?

The University has offered incredible support throughout my career here. I started in 2022 as a food and nutrition worker, and through the Career Pathways program, I was able to transfer into phlebotomy. Most recently, I was accepted into LPN school, and Career Pathways is covering my tuition and clinical costs, making it possible for me to pursue my long-term goals in healthcare.��

Debra McGurn��

Phlebotomy Operations Coordinator��
Phlebotomy Department��

How long have you been a phlebotomist, and what led you to this career?

I began my 14th year in January. It was recommended that I pursue a career in phlebotomy because I have a son with hemophilia, and I was already familiar with finding veins in his arms to give him infusions as part of his care.����

What does a typical day look like for you?��

A typical day in phlebotomy is a mix of patient interaction and lab work. We begin early in the day by preparing supplies and drawing blood from diverse patients (newborns to the elderly), which involves patient comfort to ensure they handle the draw well. Additionally, we complete PRECISE labeling and correct sample processing for sending specimens to the lab for results. We do this all while maintaining strict hygiene. Sometimes we speak with doctors’ offices about lab orders and tests to further help our patients.��

What skills do you think are most important for this role?��

It’s essential that the phlebotomist has compassion and is caring and understanding to make the patient feel as comfortable as possible. Being a team player is important for effective collaboration with other staff members in delivering patient care. Phlebotomists must be detail-oriented, starting with correct patient identification to ensure they draw the correct vials of blood for tests ordered and for specimen preparation for those vials. ��

What does compassionate care mean to you?��

I believe in kindness and a friendly smile—they go a long way with the patients, which starts at the front desk during check-in. Blood draws can be very stressful and scary. Making patients feel more comfortable and easing their anxiety during blood draws are important. Sometimes, striking up an appropriate conversation and showing empathy and professionalism during the blood draw procedure makes all the difference. Listening to your patient’s wishes also gets them through the process. The most rewarding part of my job is being a crucial link in helping a patient find a diagnosis and treatment for their health.��

How would you describe the culture in your department?��

The phlebotomy culture focuses on patients, and involves a lot of teamwork and precision to follow strict protocols for proper specimen collection and preparation. Labs provide a fast-paced, detail-oriented environment that requires good communication and technical skills to prevent errors.��

What advice would you give someone interested in becoming a phlebotomist?

If you are someone who enjoys helping others, has empathy and compassion, attention to detail, is dependable, and is looking for professional growth, phlebotomy may be a good fit. Individuals interested in pursuing a phlebotomy career at URMC, with no prior training, can apply to attend the . A Certificate of Completion is presented at the conclusion of the program.��

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A steady guide, navigating care with kindness—Meet a member of our nurse navigator team

Kimberly (Kim) Barrett

Lead GI Procedure Nurse Navigator
Gastroenterology and Hepatology Outpatient

What inspired you to become a nurse and eventually a nurse navigator?

At the age of 14, I started working in a retirement home, where I was initially assigned to the kitchen. By the time I was 16, I had begun assisting residents with their daily needs. Connecting with and supporting the residents inspired me to pursue a career in nursing, igniting a passion for caring for others that guides me to this day.

How do you support patients and families through their care journey?

I coordinate care for patients undergoing diagnostic and therapeutic gastrointestinal (GI) procedures that require anesthesia or moderate sedation, such as colonoscopies, endoscopies, endoscopic Retrograde Cholangiopancreatography (ERCP), and endoscopic ultrasound (EUS). My primary focus is collaborating with our advanced practice providers and supporting patients.

In this role, I provide comprehensive patient education related to procedure preparation, medication management, and post-procedure recovery expectations. Many of the patients I support have medically complex situations, and I work collaboratively with the interdisciplinary care team to ensure they are medically optimized and scheduled in the most appropriate care setting to safely proceed with their procedure.

What part of your role makes you most proud?

Knowing that I’ve made a direct impact on patient care is very meaningful to me. My goal is always to ensure patients feel informed, supported, and confident as they move forward with their procedure. By providing education, reassurance, and guidance, I’m able to help reduce anxiety and help patients feel more comfortable throughout their care experience.

What does a typical day look like for you?

My role involves a significant amount of multitasking. I review patient charts for those not yet scheduled to ensure they are medically appropriate and prepared for their upcoming procedures. I also work collaboratively with the Center for Perioperative Care to support patients who are already scheduled but may have new or ongoing health concerns that could impact anesthesia or procedure safety. In addition to this, I answer patient phone calls, provide education and reassurance, and assist team members as needed to support a smooth coordination of care.

What skills are most important in your role?

Flexibility, patience, strong multitasking skills, and a team-centered approach.

What does the career path entail for becoming a nurse navigator?

Registered Nurse (Bachelor’s degree) with a minimum of three (3) years of experience is required. Experience in Gastroenterology (GI) is strongly preferred but not required.

What advice would you give someone considering this role?

It’s a great role with a lot of autonomy, which allows you to take ownership of your work and make a real impact. The schedule is generally flexible, making it easier to balance work with other commitments. Overall, it’s rewarding for those who enjoy supporting patients, collaborating with a team, and managing multiple tasks independently.

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Behind the microscope—Meet a member of our histology technician team

Jason Toland

Histotechnician
URMC Surgical Pathology

What drew you to a career in histology?

I have always had a fascination with microscopy since a child. Prior to becoming a histology technician, I was a nurse for 20 years. As a nurse, I saw how important it was for biopsies to be processed efficiently so that physicians could quickly diagnose patients. Histology is a perfect fit for someone interested in science and helping patients receive the best care possible, which aligns with my career goals.

What does a typical day entail for you in the lab as a histology technician (histotechnician or histotech)?

First, in the morning, all rush specimens are removed from the tissue processors, embedded in paraffin wax molds, sectioned in microtomy (the process of cutting specimens), and placed on slides. Then, we put the slides on our stainer, which stains the tissue with hematoxylin and eosin (types of dye). These stain different parts of the cells, allowing pathologists to make a diagnosis. Additional slides may be cut and stained with advanced tests to detect specific antibodies and other abnormalities in the tissue.

What part of the histology process do you find most fascinating?

I am fascinated by the different types of stains we can use to highlight specific parts of tissue. We have hundreds of different stains that pathologists use to narrow down possible diagnoses.

How does your work in the lab make a difference for patients or what is the most rewarding part of your job?

Every biopsy needs a histotech to process the tissue into a slide that can be read by the pathologist. Without efficient and accurate histology processing of tissue, physicians would not be able to diagnose many conditions. I have seen firsthand the importance of this process for patients. A few years ago, my wife was diagnosed with stage 4 colon cancer. She had multiple biopsies, which were processed through histology. Information gathered from the multiple biopsies has helped physicians determine the appropriate treatment for her disease.

What’s one thing people might be surprised to learn about what you do?

We cut tissue to a thickness as small as 2 microns, which is 25 times thinner than a human hair.

If you had to describe your work in three words, what words would you choose?

Rewarding, challenging, and detailed.

What is the lab culture?

We all work well as a team to ensure every specimen is processed efficiently and accurately. There is always someone willing to help answer any questions. We all understand the importance of what we do and how this work affects patient outcomes.

What advice would you give to someone starting out in this field and what skills are important?

There is a lot to learn in histology, which can be overwhelming at first and can easily lead to discouragement. But don’t give up. Cutting tissue at 2-4 microns is a highly technical skill that takes many hours of practice to master.

How would you describe the support provided by leadership and your coworkers at URMC?

The leadership is excellent in our lab. Each week we have a huddle to discuss how things are going in the lab. We discuss ways to improve efficiency and how to fix any issues that may arise. Leadership listens to suggestions we have to improve things throughout the lab. We also hold monthly group meetings and one-on-one meetings to discuss topics in more detail. We all help each other and work well as a team. I truly enjoy working in this lab.

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Care you can count on—Meet members of our pharmacy technician team

Da’Ishana Williams

Pharmacy Tech
Inpatient Pharmacy at Strong Hospital

How would you describe a typical day as a pharmacy technician (tech)?

My bustling day starts with reviewing, delivering, and preparing medication orders, and ensuring accurate dispensing of prescriptions for hospital patients while under the pharmacist’s supervision. I spend a lot of time managing inventory, as well as compounding, preparing, and delivering medications all over the hospital. I also answer phone calls that come to the pharmacy. While logging more than 10,000 steps a day, this role demands precision, teamwork, and effective communication to support patient care, safety, and coordination with healthcare staff throughout the day.

How did you get started as a pharmacy tech?

I came across the pharmacy tech position on Indeed. I applied with no experience, no knowledge of anything pharmacy-related, and they welcomed me to the Inpatient Pharmacy team. I have learned so much here at the hospital and not just about pharmacy.

What part of your work do you find most rewarding?

The most rewarding part of my role is knowing that my work directly contributes to improving patient health and safety. This provides me with a sense of purpose and fulfillment. Having the opportunity to work as part of a healthcare team and make a difference in patients’ lives, often during their vulnerable moments, gives me a strong sense of pride and accomplishment in my role. Plus, gaining knowledge and meeting new people are always WINs.

What is one thing people might not realize about pharmacy technicians, or what is one task that people might not realize is important?

Most people don’t see what we do but, pharm techs are the backbone of the hospital’s ability to provide reliable medical treatment in a timely manner. Inpatient pharmacy techs prioritize accuracy and safety, and some preparations require time to ensure no errors compromise patient care. For example, if a med is a STAT (timely request), it might take at least 10 minutes to prepare and deliver; in some cases, it requires even more time to get the medication sent on its way. That’s why communication is important for techs, pharmacists, and patient caregivers.

How do you work with pharmacists in support of patient care?

Pharmacy technicians and pharmacists have close partnerships, allowing the pharmacists to focus on clinical oversight and decision making while techs ensure accuracy and efficiency. The teamwork between them helps to reduce errors, streamline workflows, and ensure patients receive safe and timely treatments.

What skills or strengths help you most in your role?

Attention to detail, teamwork, organizational and communication skills, customer service, technical proficiency, and adaptability to anything, including the stress of workload and change, have helped me excel in the pharmacy technician role.

What advice would you give to someone considering this field?

Becoming a pharmacy technician opens many doors for career growth and opportunities in healthcare. And, bonus, you gain hands-on experience!

Janiya (Courtney) Vassell

Pharmacy Tech Trainee
Inpatient Pharmacy at Strong Hospital

How would you describe a typical day as a pharmacy technician (tech) trainee?

I arrive for my shift at 8:30 p.m. and I begin completing cart orders for the following morning. I also restock supplies and read new order labels as new orders are being dispensed.

How do you feel your role makes a difference for patients?

I think our Inpatient Pharmacy is the backbone of the hospital. We fill medications in a timely manner, reload Pyxis (automated medical dispensing system) machines if they are out of stock, and replace medications as needed.

What part of your work do you find most rewarding?

I appreciate the flexibility my schedule provides me.

What is one thing people might not realize about pharmacy technicians, or what is one task that people might not realize is important?

A lot of the medications have similar names, dosages, or even strengths. It makes the job 1000% less stressful knowing that we have a strong attention to safety and our systems also help prevent errors.

What skills or strengths help you most in your role?

Attention to detail is a huge asset.

How would you describe your team or the pharmacy work environment?

My overnight team is full of humor and people who don’t mind lending a hand to complete tasks.

What advice would you give to someone considering this field?

The trainee program provides��hands-on experience, and the Inpatient Pharmacy staff are more than willing to help you succeed.

What’s the best advice you’ve received in your career?

Everything doesn’t need to be stored in your head, and never be afraid to ask follow-up questions.

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A taste of campus dining—Get to know members of our Campus Dining Services team

JayQuan Coley

Danforth Dining Center
Cook Helper

What does a typical working day in dining services entail for you?

I spend my time putting together a delicious menu and connecting with all of my students. I enjoy seeing their smiling faces.

What do you enjoy most about serving students?

I honestly love building connections. Students come from around the world to attend our University. So, for the next four years, I enjoy making them feel at home.

What is one thing you want students to know about your dining service team?

We are here for you! Never be afraid to ask for something.

How do you feel your work makes a difference for students?

Throughout my day, I do a lot of engaging. I always make sure my students eat well, thus preparing them for a long day.

What do you enjoy most about working at the University?

The opportunities for growth. Resources provided by the Ģ����ý are beneficial to staff, students, and families.

What’s one thing you’ve learned from your coworkers or the students you support?

I learned to further my cooking skills by observing experienced colleagues.

Who or what keeps you motivated every day?

My daughter is a huge part of my motivation every day. She attends elementary school in Brighton. She is in the fourth grade. Seeing her transition each year warms my heart.

Coffee or tea (or something else), what gets you through your shift?

Honestly, on a scale from 1 to 10, I wake up at 10! Once I arrive at work, I can sometimes be a bit too much for my staff.

Anna Kendrick

Commissary
Stockkeeper

What does a typical working day in dining services entail for you?

I receive packages and ensure they are situated in the proper places.

What do you enjoy most about serving students?

Seeing their smiles.

What is one thing you want students to know about your dining service team?

We have a great team that wants the best for our students.

If you could give students one tip for dining on campus, what would it be?

Take time to go online and view the menu.

What do you enjoy most about working at the University?

I enjoy knowing that the students are fed a great meal.

Who or what keeps you motivated every day?

I motivate myself to have a great day.

Coffee or tea (or something else), what gets you through your shift?

Mountain dew.

Added comment: I love my job!

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Supporting surgical excellence—Meet a member of our surgical technologist team

Donabel Bona-Hueber

Certified Surgical Technologist
URMC Operating Room

How and when did you get into the field of surgical technology?

I’ve always been in healthcare, but it��was not until 2018 that I stumbled upon the surgical tech program at MCC. In 2019, I started the program in my 40s and graduated with honors in 2021. Ever since, I have been with URMC��and piloted��the Primary Service Surgical Technologist role, ensuring specialized support in complex reconstructive and facial, hand, and leg trauma cases.

What does a typical working day entail for you as a surgical technologist (tech)?

I arrive before sunrise to review the surgical schedule and set up a sterile field with precision—every instrument, suture, and implant in its place. Once surgery begins, I work shoulder to shoulder with surgeons, anticipating their next move and passing instruments with seamless teamwork. I focus on patient safety and keeping the surgical flow smooth. In between cases, I reset the room and do it all over again. Often, I’m teaching new orientees as well.

How do you stay focused and prepared during procedures?

Long hours and call shifts are very challenging, but it is my responsibility to be safe and keep the patients safe. That’s what keeps me steady, no matter how complex the case.

What is something people might not realize that surgical techs do?

Certified surgical technologists (CSTs) are guardians of sterility. We constantly watch for and prevent breaks in sterility. CSTs keep the operating room (OR) flowing by anticipating the surgeon’s needs, so the procedures move safely and efficiently. CSTs learn hundreds of instruments and complex services. We are trouble shooters and problem solvers. Most importantly, we advocate for patient safety and ensure nothing is left behind.

What’s one thing about your career that makes you proud?

After long hours, I step out of the OR knowing I made a direct impact on patients’ lives and that I supported my surgical team. I can sleep at night knowing I did the best I could for my patients’ well-being, amidst any odds, even though they may never see me.

What advice would you give someone starting in this field and what skills are important?

Never stop learning and always advocate for your patients. Attention to detail, anticipation, adaptability, and teamwork are important in the OR.

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Opening more doors—Career Pathways program fuels employee growth

Ģ����ý Career Pathways

The UR Career Pathways��program��focuses��on placing full-time, current employees in high-demand positions and then supporting them by identifying a career pathway within the University, leading to opportunities for growth and higher earning potential.

Jennifer Murtha

Ambulatory Technologist III
Imaging, MRI
Enrolled in Career Pathways Radiologic Technologist program

What excites you most about starting your career as a radiologic technologist after completing the UR Career Pathways program?

I am excited to learn the various modalities in diagnostic imaging and make a meaningful difference in patients’ lives. Starting this new chapter means stepping into a role where I can combine my technical skills with compassion and empathy to improve health outcomes every day.

What motivated you to participate in the UR Career Pathways program?

My motivation to participate in the program was the opportunity to build a stable and rewarding healthcare career while relieving some of the financial burden of tuition. As I learned more about the program, I was amazed at the access to so many resources.

What are some of the benefits you have experienced (or will experience) as an employee in the Career Pathways program?

The program offers many resources. Having a certified career coach has been so helpful, as I can reach out at any point to talk about anything. I have benefited from it tremendously on my journey.

How do you think your skills and current role will help you as a rad tech?

Working in MRI control as an ambulatory technologist has given me valuable firsthand experience in patient care and imaging processes. Prior to MRI, my role in interventional radiology introduced me to a fast-paced environment where accuracy, communication, and teamwork are vital. I’ve had the privilege of learning from incredible radiologists and technologists who have guided me with their mentorship. These experiences have fueled my passion for this field.

How has the University supported your journey, or��how would you describe the support provided by leadership and your coworkers at URMC?

URMC has been incredibly supportive throughout my journey, and I am grateful for the flexibility and understanding shown by leadership. When I was accepted into the Career Pathways radiologic technologist program, my leaders went above and beyond to adjust my work hours so I could continue working full-time while attending school. Their willingness to accommodate my schedule has made it possible for me to pursue my dream without sacrificing financial stability. In addition, my coworkers have been encouraging me every step of the way by offering advice, checking on my progress, and reminding me that I’m not alone in this journey.

Kari Vogel

Lead Physician Support Representative and Surgical Scheduler
Urology
Enrolled in Career Pathways Surgical Technologist Program

What motivated you to pursue a new path as a surgical technologist (tech) after working as a physician support representative and surgical scheduler?

I had the opportunity to shadow the surgeon I work with, Dr. Zaheer Alam, in the OR (operating room), and that day changed everything for me. It was, without question, the best day of my life. I left that experience walking on air, like I had just discovered my home away from home. For the first time, I felt like I truly belonged. Since that moment, I’ve been driven to return to the OR and chase the same feeling of purpose and fulfillment every single day.

How did you learn about the UR Career Pathways program for surgical techs, and what does the application process involve?

I learned about UR Career Pathways through an LPN coworker who was in the LPN-to-RN program track. She mentioned the program also supported surgical technologists, so I investigated it. The application process was simple. I had a Zoom meeting with one of the program’s administrative staff members, and after we talked, I was accepted. Initially, I had applied to the nursing program, but I chose to transition into surgical technology, and I haven’t looked back.

What are some of the benefits you have experienced (or will experience) as an employee in the Career Pathways program?

One of the most impactful benefits has been the financial support. Career Pathways has generously covered all my tuition at MCC, my lab kits, books, and clinical uniforms. That alone has been such a huge relief. I’m especially looking forward to having eight paid hours per week to dedicate to school, as it will ease the stress of trying to balance work and studies.

What excites you most about starting your career as a surgical technologist after completing the UR Careers Pathway program and obtaining your degree in 2027?

What excites me most is the opportunity to be part of an OR team that ensures not only the safety of our patients but also that they receive the highest level of care possible. To play a role in giving someone a second chance at life, whether through a joint replacement or a life-saving transplant, is a tremendous honor. I’m inspired by the thought of helping people live fuller, healthier lives, and I can’t wait to be part of that impact.

How do you think your skills and current role will help you as a surgical tech?

My background as a surgical scheduler has given me a strong understanding of the surgical workflow from pre-op to post-op, and from consents to equipment coordination. I’ve gained solid procedure knowledge (particularly in urology). More importantly, I approach my work with a patient-centered mindset. Even though I haven’t been in the OR yet, I’ve always prioritized patient safety and dignity because I don’t see patients as just cases; I see them as people.

Grow your career from the inside.

Radiologic and surgical technologists are two of the many roles available through the Career Pathway Program—exclusively for full-time, current Ģ����ý employees! Discover how the program can help you reach your next professional milestone.

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Where science and compassion intersect—Meet members of our radiologic technologist team

Terrance Cooper

Imaging Sciences/General X-ray
Radiologic Technologist II

Can you describe what a typical day is like for you as a radiologic technologist (rad tech)?

A typical day as a rad tech consists of imaging inpatients and ED (emergency department) patients, and bringing portable X-rays to patients on floors for the majority of the hospital, including the cancer center, pediatric hospital, and psych patients. I also go to the OR (operating room) for surgery cases and assist the surgeons by using a C-arm, which can take still X-ray images or a series of live images via , which can produce a real-time X-ray movie.

How did you get started as a rad tech and what skills are needed?

I got started as a rad tech after being referred and encouraged by a good friend of mine.��He is a rad tech and a former Strong Hospital employee who is currently a traveling X-ray tech. I got laid off in 2018 and was in between jobs when my friend mentioned he thought I would be a good rad tech. He said the only drawback is that I would have to go back to school to get an X-ray degree, and that’s exactly what I did.��I was a little nervous about going back to school as I graduated from college with my bachelor’s degree over 20 years ago.��However, I’ve always enjoyed learning new things, and I’ve always been a good student. It is my humble opinion that you’re only as old as your ability to process new information.��I was certainly up to the challenge.��Becoming a rad tech is a second career for me, and I absolutely love it. The skills needed to be a rad tech consist of being proficient in human anatomy and positioning.��Those are extremely important when taking images of people’s bones.

How do you believe you contribute to the overall patient experience?

I believe I contribute to the overall patient experience by providing excellent patient care. Examples of this include listening to the patient’s needs, explaining the exam(s) to them, and most importantly, letting them know exactly what I am doing during their exam. No one likes being in the hospital, and they’re only here because they don’t feel well or because they are injured. My goal is to leave an indelible mark and make the patient’s experience a positive one.

What is the most rewarding part of being a radiologic technologist?

The most rewarding part of being a radiologic technologist is knowing that I did my part in helping the patient. That’s a great feeling. I love helping people, so I always aim to do my job at a high level, which includes obtaining quality images to help doctors diagnose patients’ injuries. Some patient cases are more challenging than others based on their injuries. As rad techs, we’re often referred to as “button pushers”. This couldn’t be further from the truth.��We have to know the human anatomy and position patients correctly in order to get the images that are needed. There truly is a person behind every image.

What’s the best piece of advice you’ve ever received in your career?

The best piece of advice that I’ve ever received in my career is to treat every patient as if they were my grandmother. I know how I would want her to be treated if she were ever in a hospital. I’m a person of high integrity with great morals. I’m also a very social person, and I like speaking to my patients and putting them at ease during their exam.

Liz Sacko

Imaging Sciences/General X-ray
Radiologic Technologist III

How long have you been working in this field, and what keeps you motivated/inspired?

I have been working in the X-ray field for eight years, since 2017. I stay motivated because every day in this field is something new and exciting. Whether I am traveling to patient rooms to take images of them, assisting surgeons during surgery, or helping inpatients with post-operative imaging, I am continuously learning new ways to improve my skills and increase my medical knowledge.

My job inspires me every day, seeing how we are a vital part of an intricate team that delivers life-saving care to so many people. The most rewarding part of my job is when I have a patient whom I have been x-raying for a period of time, and then learning that this patient is recovering and no longer needs us.

What advice would you give to someone considering a career as a rad tech?

Do it! Becoming a rad tech has been such a great decision for me. It has opened up so many doors and opportunities for a bright future for me and my family. The Imaging Sciences Department is so large and dispersed over all areas of the hospital and off-site locations. There are so many opportunities to grow and train in different imaging departments as well.

How do you help patients feel more comfortable during imaging procedures?

To make patients feel more comfortable, I try to understand their situation. I have a conversation with them and ask about their pain and what I can do to help make their imaging experience better. The hospital is such a fast-paced environment, but sometimes, all it takes is for someone to slow down and listen to their needs.

What do you think the public misunderstands about what rad techs do?

People might think our job is simple, but we need extensive training on the physics of the X-ray beam, the positioning of every body part, and training on how to care for patients in a hospital setting. Our patients in the hospital are really sick and injured. This changes the way we approach our exams. We have to think outside the box and come up with clever ways to obtain certain views if patients are unable to move.

How has UR supported your journey as a radiologic technologist, or how would you describe the support provided by leadership and your coworkers at URMC?

I always knew I wanted to help people when I grew up, but I didn’t exactly know how I was going to do that. After college, in 2012, I started working at the U of R Orthopedic building as an ambulatory technologist. I was putting on splints and casts for patients, but I desired to do more. The manager of the Orthopedic X-ray department encouraged me to shadow their team. I loved how the rad techs combined technology and their skills to provide high-quality X-rays for the doctors, and I was drawn to how vital their role was to patients. The U of R supported me through X-ray school with tuition assistance and by allowing me to work hours that wouldn’t interfere with classes and clinicals. Leadership in the Imaging Sciences Department supports me by providing an X-ray team that works seamlessly together. I am thankful that the U of R gives me flexibility to be a full-time radiologic technologist as well as a full-time mom.

Join our team! Explore boundless career and growth opportunities at the URochester. .

Did you know? Radiologic technologist is just one of the exciting roles open to current employees through the Career Pathways Program. Discover the benefits, eligibility details, and opportunities available to support your professional development.

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