Community & Culture

We Are IH: Helping patients navigate digital health with a smile

September 12, 2024
Lauren enjoying one of her favourite hobbies, horseback riding.

Name: Lauren Isber (she/her/hers)
Job Title: Digital Health Support Clerk
Years of Service: 3
Worksite: Kelowna Warehouse
Community:  Kelowna
Ancestral Territory: Syilx Nation
Favourite Quote / Advice to live by: I try to live in the present, plan for the future but not worry about things that do not exist. Be optimistic!

Lauren Isber knows a thing or two about navigating the health-care system.

Born in Savannah, Georgia, U.S., to Canadian health-care worker parents, as well as being a patient herself, Lauren currently provides support to Interior Health (IH) patients and clients who need help making medical appointments or using MyHealthPortal.

Through her role as a digital health support clerk, she’s able to help individuals in a personal way, which brings her satisfaction and a sense of purpose and value.

“We all know what it’s like when we need assistance with something and don’t have an option to speak to a person directly.”

Learn more about Lauren’s journey with IH

 

Woman in black and turquoise dress standing under a tree with lake in background
When not at work, Lauren can be found revelling in nature.

“Coming from parents who are health-care workers, I grew up more aware of the many professions that contribute to the health-care system,” says Lauren. “I think helping people who need extra support and guidance gives me a personal sense of value. The continuous progression of health care keeps changing the scope of our roles... there is always something new to learn.”

Lauren’s typical workday involves taking calls from Interior region residents who need assistance scheduling lab appointments or signing up to and navigating MyHealthPortal. She also provides support for the laboratory when patients need to be called and rescheduled for alternate times or locations.

Besides working in health care, I am also a patient. Being a person who requires regular diagnostic monitoring and specialized oversight, I can take that personal perspective of what it is like to navigate the system and apply it to the patients I provide service for. What I have learned is that being a health-care worker is hard, but being a patient is even harder.

-- Lauren Isber

She says the most rewarding part of her job is knowing she personally helped someone and improved their day with a positive experience.

“Many of these people are seniors who are just grateful to be able to speak to someone directly and get some help, as are most people. Despite some difficult days, it is always rewarding to know I made someone’s experience or day a little bit easier. Kindness and courtesy go a long way.”

Her proudest moment at IH was being part of the Digital Health team supporting the scheduling and navigation of lab patients during the pandemic to meet COVID-19 protocols.

“There was so much going on all at once, and being able to take some workload pressure off clinical staff and being part of something so important felt pretty good.”

Woman in grey striped summer dress standing on paved path in the sunshine
Lauren outside her home in Kelowna.

Outside of work, Lauren is happiest in nature. She moved to the Okanagan in 2008 and continues to find peace and enjoyment in hiking, walking, horseback riding and being near the water to make the most of the what the region has to offer.

She values spending time with family and friends, especially when there’s laughter involved.

“I have a wicked sense of humour that comes out when someone gets to know me. I love to laugh.”

Ever curious, Lauren continues to look for opportunities to enhance her skills and knowledge of the health-care system, including taking courses on information privacy.

“Although the learning curve can be challenging, I am always looking for growth opportunities.” 

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