Small but Mighty

A renowned nonprofit healthcare provider and insurer, the University of Pittsburgh Medical Center, or UPMC, is committed to delivering patient-centric care via technological and clinical innovation, research and education. With more than 100,000 dedicated employees, the health system provides more than $2 billion in annual community benefits. Tucked in a corner of the hospital in Harrisburg, Pennsylvania, the endoscopy department/GI lab includes a waiting room, eight bays for admissions and recoveries, three procedure rooms, and a decontamination room for high-level disinfection. “We do a combination of outpatient and inpatient procedures in our department,” said Letitia Ritzman, endoscopy technical specialist. “Some interventions may include esophageal dilation (balloon and Savary), EMR, variceal banding, APC, decompression, stent placements and removals, foreign body removal, and food bolus removal.” The department employs nine RNs (six full-time, one part-time, and two per diem), three endoscopy technical specialists, a high-level disinfection technician, and a control-desk coordinator. In addition, Ritzman said, the unit director—an RN—helps with staffing. Small but nimble, this dedicated team not only handles the usual panoply of GI procedures like colonoscopies, EGDs, ERCPs, and capsule endoscopies, but they also travel to the OR to assist with intraoperative scopes, or to the ICU to perform emergency scopes when a patient is too sick to be moved. “Our team is excellent because all staff members are cross-trained to assist in multiple positions and assignments,” Ritzman said. “For example, all RNs can perform in admissions, recovery, circulating (in-procedure), technician role, and HLD room. Our technicians float in admissions and recovery to assist the nurses, ‘scrubbing’ in procedures, HLD room, and some are cross-trained at the control desk coordinator position. Our HLD technician can set up carts and order supplies. The control-desk coordinator can assist with admissions, including IV starting. “Because we all know the amount of work involved in every position, we all jump in to help each other at any given moment without animosity. We rotate evening, weekend and holiday call between 10 staff members. Staff members pick up and trade call time for those in need or wanting vacation.” Ritzman is particularly impressed with how readily the department director pitches in wherever needed, giving the team flexibility in granting breaks and vacation time. “Because she truly knows what it’s like to be us, she has a great understanding of where we are coming from and what we need to best care for our patients.” Like most All Stars teams, UPMC’s endoscopy pros know how to celebrate the important moments, creating bonding experiences that make the department a great place to work. “We celebrate our team’s life events by having birthday parties, bridal showers, baby showers, and retirement parties. We have staff picnics and holiday parties. Some staff members go to concerts together while others go antiquing,” Ritzman said. Three staff members have been with the team since the 1980s—another indication of an employee-centric workplace. “It really says something about the work environment when the only time staff members leave is in retirement.” Andrea Collier, RN, is the newest team member. Hired in July, 2024, Collier already knows how fortunate she is. “Becoming the newest member of this team in July has been amazing! From the start, everyone was welcoming, friendly, and eager to contribute to my success. I am so lucky to have found a team that works effectively and efficiently together. They truly are a well-oiled machine. Many signed up for ‘buddy call’ so I wouldn’t be alone on my first call week. Even though it went from ‘we never get called in’ to getting called in eight times my first week, I know I can depend on any member of this team.” Ritzman agreed. “I think it’s helpful that we are cross-trained in all the roles of our department. We all know what it’s like to be in each other’s shoes (at least all that’s legally allowed without a license). As a tech, I would be lost without my nurses, and I would also be lost without my HLD technician and control desk coordinator. My nurses would also agree that I teach them something new all the time. We truly are the best team and our anonymous patient reviews reflect this, with a recent one stating, ‘You can tell they enjoy what they do and like each other.’”