EvenMORE For You

Robin Rossiter of Medical Records

Caring for the Details

In a hospice and palliative care company, the medical records department is central to the day-to-day operations of delivering end-of-life care but also to the core business and financing of the delivery of that care.

Robin Rossiter of Crossroads in Northeast Ohio is a model of medical records responsibility and perfecting the art of the detail.

It was at the Veterans Administration where she worked for more than 20 years that Robin learned the ropes as a medical records clerk. Now she has been with Crossroads for more than seven years.

“Every detail is so important,” Robin explained, in an environment where “things change constantly.” At Crossroads each medical records clerk supports two clinical teams of 50 patients each. 

While the number fluctuates, when Robin was interviewed for this article, she was managing the medical records of 102 patients. “You must be a perfectionist who loves details,” Robin said. 

Ready to be Audited by Medicare

According to Amy Keener, RN, BSN, CHPN, Crossroads VP of Clinical Support, Robin exemplifies the high standards she seeks in each site’s medical records team. At the corporate level, Amy leads the team that responds to Medicare audits. She works very closely with all medical records across Crossroads’ locations.

“This is a matter of us (Crossroads) getting paid or not,” Amy put in a nutshell the importance of a top-notch medical records operation. There are two key documents required at the time a patient is admitted. 

One is the Medicare Hospice Benefit Election form. The other is a Certificate of Terminal Illness. Non-compliance isn’t an option. The importance of staying on top of these two forms on a daily basis is crucial to success, according to Amy. She said, “It effects payment, which is critical to the delivery of care.”

Because of her proficiency and can-do attitude, Robin is someone Amy has reached out to to train medical records clerks who need extra support at other site locations. “She has travelled on holidays and even on her birthday to train people,” Amy said as an example of Robin’s dedication.

If you ask Robin, it’s no big deal, it’s just the way she’s wired. She said the medical records team doesn’t see patients so it may seem like they lack sentimentality and that they’re all business. Robin sees it a different way. Her passion is in the details and the proper filing of paperwork so Crossroads’ clinical teams can deliver end-of-life care in the best possible way for patients and their families.

Back to Your Future

By Danny Gutknecht
In Back to the Future, Marty McFly and Doc Brown don’t just travel through time; they rediscover a world they initially think is all too familiar, but with new possibilities, perspectives, and ways to interact with it. This motif reflects the opportunity we have at Crossroads: to approach something familiar and reinvigorate its essence in the marketplace.

To get where we want to go, let’s hop in Doc’s DeLorean and visit the past to see how we might shape the future.

In the early days of organizational growth, employees are driven by the excitement of something new. There’s a shared belief in the organization’s potential to create change in the world, and by taking part in the new business model, we also create change within ourselves. There’s an energy and eagerness to be a catalyst for that transformation.

But as organizations mature, the challenge becomes how to sustain that energy. Things start to feel familiar. People get comfortable and what’s new becomes a familiar pattern. Those who thrive on the excitement of growth leave, and organizations sometimes create a culture of familiarity. We start taking things for granted. Gallup, in 30 years of workforce studies, refers to this stagnation as the result of CAVE dwellers—employees and leaders who are “Consistently Against Virtually Everything.” These individuals aren’t inherently “bad”; it’s a natural response to a loss of forward momentum.

It’s like when Marty returns to the future and finds himself stuck in a version of 1985 that’s dark and decaying—a world built on what could have been, but never evolved. Organizations, like Marty, must avoid getting trapped in a version of themselves that clings to the familiar. Patterns that we develop to create the future eventually become shackles to the past. To break free, we need to rediscover and rewire something from our past, discover the essence of ourselves to see where growth is possible again. 

How can we play our role in getting back to our time? It’s a two-way street, we have to do the work as a company, but the real growth will come from within each of us. By enriching our internal models of work relations—reproaching what work means how we contribute to others—we create space for new perspectives. 

When our internal models become overly-generalized and stultified in biases, we see less opportunity and are less optimistic. When we examine our own perspectives and challenge ourselves, we begin to enrich our internal models - like Marty revisiting Hill Valley and uncovering new possibilities. 

At Crossroads, the opportunity to grow isn’t just in expanding locations; it’s in growing ourselves. When we see things anew—both in the organization and in ourselves—we unlock a new path forward, tapping into the future we’re capable of creating together.

Just like in Back to the Future, history doesn’t repeat itself, but it can rhyme—and the renewal and new future is within each of us.

Changing the Narrative on Suicide

World Suicide Prevention Day (WSPD) is observed every year on September 10 to bring attention to this important global health issue and share prevention strategies. This year, the American Foundation for Suicide Prevention is highlighting the theme, Changing the Narrative on Suicide to shed light on the 11th leading cause of death in the U.S. (2021). We can make a difference by learning the warning signs, knowing the risk factors, and bravely having an honest conversation with someone we care about.

Where do I get help?

• Text HOME to 741741 to connect with a volunteer crisis counselor for free, 24/7 support.
• Call or text the 988 Suicide & Crisis Lifeline at 988 or go to 988lifeline.org. This is free, confidential support for people in suicidal crisis or emotional distress 24/7/365. In life-threatening situations, call 911.
• Download the My Benefits Work app and register to use the free mental health resources available.
• Mental Health Test
• Warning signs
• Other information

This year’s theme is about shifting from a culture of silence and stigma to one of openness, understanding, and support. Part of that is normalizing the conversation around mental health challenges and welcoming the opportunity to help you. You’re an integral part of our company and more importantly, a valued human being. If you’re struggling, don’t stay quiet. Reach out to a trusted friend, family member, or your HR representative. Help is available. 

We never like to miss an opportunity to share about My Benefits Work, an incredible employer-paid benefit. This is a free offering to all full-time employees that extends to your spouse and dependents. Once you register through the My Benefits Work app, you can schedule an appointment with a therapist at your convenience. The service is 100% confidential.

We can’t emphasize enough the importance of reaching out for help. We all go through difficult and sometimes, dark times. Let’s look out for one another. If you see warning signs, speak up. It could save a life…maybe yours.

American Trustee’s William Allison Details Medical and Insurance Benefits

Gain Understanding Before Open Enrollment

Within 10 days of being hired by Crossroads, all new team members are directed to contact William Allison (Will) of American Trustee, Crossroads’ trusted medical and employee benefits broker.

That’s why we’re delighted that Will is personally presenting a webinar in October that will take team members through all the benefits available through Crossroads including a variety of excellent medical benefits and insurance products.

Included are Medical and Prescription Insurance, Dental and Vision Insurance, Medical and Dependent Care Flex Spending Accounts, Health Savings Accounts and Employer-paid Life Insurance.

A step-by-step guide on how to file a medical claim will also be reviewed during the presentation.

Don’t Overlook Voluntary Benefits

Will also looks forward to sharing the importance of voluntary benefits, which are often misunderstood but usually very beneficial when needed unexpectedly. 

Voluntary benefits including Long-term Disability, Short-term Disability, Accident Medical Expense, Accident Indemnity, Hospital Indemnity, Whole Life and Critical Illness insurance are also available through American Trustee. 

According to Will, Crossroads team members who attend his webinar will learn a lot about “how their benefits work” and how they can prepare for the open enrollment period, which is coming after Thanksgiving this year.

Will and American Trustee have served Crossroads’ team members since 2017. Will has more than 30 years of industry experience connecting businesses with the best value in healthcare insurance coverage by empowering and educating them on how to use consumer-driven transparent pricing tools to find the best quality medical providers and high-quality care at an affordable cost. 

For a complete list of all the benefits available through American Trustee, visit mycrossroadsbenefits.com.

To attend William Allison’s American Trustee Webinar, join a ZOOM meeting:

Tuesday, October 29 at
9:30 A.M. CT/10:30 A.M. ET
4:00 P.M. CT/5:00 P.M. ET