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University of South Florida

Amber Townsend Earns Culture Coin for Helping Patients Get Help on Time

Amber Townsend was presented a Culture Coin on Aug. 19, 2021.

The first step for many USF Health patients is calling to schedule an appointment. That’s where Amber Townsend, a USF Health patient access manager, and her team enter the picture.

Townsend oversees all central scheduling functions in the main call center for USF Health, including inbound/outbound and referral services.

“What we do matters, and the service we provide makes all the difference,” she said.

Those efforts were rewarded on Thursday, Aug. 19, 2021, when Townsend received a Culture Coin from Mark Moseley, MD, chief medical officer at USF Health, along with Jennifer Johnson, director of USF Health call center operations, access and capacity management, and Daniel Gregg, USF Health’s chief access officer.

“Amber is the very embodiment of our USF culture,” Johnson said. “She cares so much for her team, and it is evident in their interactions that they feel the same for her.  We are so fortunate to have her as a part of our access and capacity leadership team.”

Amber Townsend was bought to tears after she was presented with a Culture Coin by USF Health chief clinical officer, Mark Moseley, MD.

Townsend was moved to tears as she received the award. “I am over-the-moon delighted to have been chosen for this recognition,” she said. “The feeling is indescribable.”

Townsend has been with USF Health since she was a teenager. Wanting to afford a cell phone, she started working at the after-hours answering service. Twenty-one years later, she said she is humbled by the opportunity to serve the patients, the practice and her overall team.

“No matter how large or small a part we play on this team, we all can make conscious decisions that will create lifelong positive impacts in the lives of those encounter daily,” Townsend said.

Amber Townsend (center) with Culture Coin along with Daniel Gregg, USF Health’s chief access officer and Jennifer Johnson, director of USF Health call center operations, access and capacity management.

Townsend was nominated after Jennifer Farrant, a USF Health department administrator, heard several compliments directed at Townsend about her passion, encouragement and leadership skills.