The Client Access Representative (CAR) Team is often the first voice someone hears and the first face they see when seeking services at Sound. Recent client satisfaction feedback offered a powerful reminder that those first few moments can have a lasting impact.
Asking for help takes courage. Walking through the doors of a behavioral health organization can come with anxiety, uncertainty, or fear of being judged. Before an appointment begins or a clinician enters the picture, something important has already happened: someone has said hello.
For the CAR Team, that first interaction is an important part of the work.
Jennifer O’Neil put it simply: “The first HELLO sets the whole tone.” She wants people to feel heard, accepted, and safe when they walk into Sound, knowing that the way someone is welcomed can influence how comfortable they feel taking the next step.
Karen Duncan, Clinic Office Manager, sees the team’s role in much the same way. While she may not provide direct clinical care, she helps build the systems, support the team, and create an environment that makes that care possible. For Karen, kindness at the front desk isn’t simply good customer service. “It’s part of the healing process.”
That philosophy is reflected in what clients themselves have shared. Recent satisfaction surveys described being greeted with a smile, having staff remember their names, receiving help when they needed it, and consistently being treated with kindness and hospitality.
Always greeted with a big smile and they remember my name,” one client shared. Another described the team members helping with check-ins and appointments as “always exceptional.”
Asking for help takes courage. Walking through the doors of a behavioral health organization can come with anxiety, uncertainty, or fear of being judged. Before an appointment begins or a clinician enters the picture, something important has already happened: someone has said hello.
For the CAR Team, that first interaction is an important part of the work.
Jennifer O’Neil put it simply: “The first HELLO sets the whole tone.” She wants people to feel heard, accepted, and safe when they walk into Sound, knowing that the way someone is welcomed can influence how comfortable they feel taking the next step.
Karen Duncan, Clinic Office Manager, sees the team’s role in much the same way. While she may not provide direct clinical care, she helps build the systems, support the team, and create an environment that makes that care possible. For Karen, kindness at the front desk isn’t simply good customer service. “It’s part of the healing process.”
That philosophy is reflected in what clients themselves have shared. Recent satisfaction surveys described being greeted with a smile, having staff remember their names, receiving help when they needed it, and consistently being treated with kindness and hospitality.
Always greeted with a big smile and they remember my name,” one client shared. Another described the team members helping with check-ins and appointments as “always exceptional.”
