Trivia Biscoe, Clinical Customer Service Coordinator

Trivia Biscoe

I am a clinical customer service coordinator in Johns Hopkins Children Center and I work to build positive communications between patients, family, staff—the entire medical team. I round every day with the patient to make sure they have an exceptional stay, so I track the patient experience with the HCAPHS survey.

Patients and their family members tell me that the best patient experience they can get is being communicated with, understanding what’s going to happen, knowing the next steps.

I spend more time with the families since our patients in the pediatric unit are 0 to 22 years old. Before I step into the patient’s room, I evaluate what they may be going through. I try to put myself in that family’s shoes.  I have a great understanding for people coming into the hospital for the first time, under very stressful situations. Yesterday they may not have planned to be here, and now they’re here looking toward an unknown diagnosis. I really embrace empathy and compassion.

I am excited about what we call the “warm welcome” because it really bridges any gaps in communication about a patient’s care. I normally go into the room, greet the patient and family, give them a tour of our unit and just assist them from the time they arrive to the time they’re discharged. I make sure they receive all the services that we have from parking assistance to daily meals, picking up prescriptions from the Arcade Pharmacy, connecting them to social work, Child Life and even an interpreter if necessary.

Sometimes these families just need someone to listen to or to understand them with a non-bias opinion. I’m available to do that for 20 families on our unit. I become their navigator. Families tell me that just having me when they enter the unit releases the anxiety.

I was born and raised in Baltimore. I graduated from Morgan State University with a degree in family and consumer sciences. The degree is about educating people about health disparities in the community. I worked with people with intellectual disabilities for seven years, running houses for the disabled and operating programs. A friend told me about the job.  June 6 will be one year that I’ve been at Hopkins.

People might be surprised to know that I am a seamstress. In my spare time, I make jewelry, pocketbooks, clothes, pillows, draperies. I made the fashions for the fall fashion show at Morgan State in 2013.

What I enjoy most is spending time with my children. I have two boys, 17 and 10. We like to go to the movies, take a drive to York, Pa., and eat dinner together. This job has allowed me to see the blessing I have in having healthy kids.

Hear Trivia's advice on delivering patient-and family-centered care.

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14 Comments

{ 14 comments… read them below or add one }

Comments

Jaki July 17, 2017 at 4:47 pm

Trivia,
Great presentation! It shows what being Patient Centered is all about, it is about the heart.
Please know your commitment to quality care is appreciated by the patient, families, and peers.
Keep doing what you doing 🙂

Sincerely,
Jaki

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Chris Grybauskas June 29, 2017 at 8:43 am

Nice bio Trivia! We love what you bring to 9 North!

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Diante' June 6, 2017 at 8:29 am

It's such an honor to work and have you as my mentor. You exemplify what it means to give your all for our patients. Awesome article!

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LaVerne Farrar June 5, 2017 at 12:39 pm

Greetings Trivia!
Thank you so much for the outstanding work you do everyday in making our patients and their families know and feel central to our purpose and mission. I'm honored to know you. Keep up the outstanding job! Thank you for exemplifying what it means to be a part of the Hopkins family!

Peace and blessings,
LaVerne

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Dorothy June 5, 2017 at 6:34 am

Well done Trivia, You are encouraging and I think this article will help others to step into what destiny holds for them. Keep up the good work.
Dorothy

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Linda June 4, 2017 at 1:54 pm

Trivia, Morgan School of Social Work is waiting for your return. May the peace comfort and blessings you share with others be returned to you.

Linda

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Kei June 4, 2017 at 8:37 am

Beautifully spoken Trivia! You're absolutely right being present in the moment and understanding is what its all about! Keep up the great work!

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Rodrigo Figueroa June 2, 2017 at 11:18 am

Well done Trivia!!
You are a true inspiration. Keep up the outstanding job and good luck!
Rodrigo

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Tawanna June 2, 2017 at 11:13 am

Great job and article Trivia!

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cherita June 2, 2017 at 10:37 am

Great job, Trivia!!!!!!!!

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eric holmes June 2, 2017 at 9:49 am

This is awesome and amazing and a true blessing. This is what embodies the core values and what even Edward Halle award means. Keep up the great work

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Ellen June 2, 2017 at 9:02 am

Great work, Trivia! I'm sure it means everything to these families that you care so much.

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Mary June 2, 2017 at 8:26 am

You sound like a true blessing, a gift from God. Isn't it awesome to be in a job/career that fits you so perfectly!? Good luck. 🙂

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Anna January June 2, 2017 at 7:17 am

Trivia,
Very interesting and a job well done!! We need more people like you. Keep up the fantastic work.
Anna

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