Staff Profile Q&A: Ellen Looker – The friendly face at the dental school entrance4 min read
A smiling Ellen Looker is usually the first person a School of Dentistry patient meets at the main entrance when they arrive for their appointment. As Guest Services Coordinator, Ellen’s job is to greet patients, answer their questions, and guide them to the proper clinic on the various floors of the building. She’s worked at the dental school for eight years. Previously, she worked in hospital settings for 35 years as a respiratory therapist after earning an associate’s degree in respiratory therapy and a bachelor’s degree in allied health. She also was a counselor for youth from ages 10-17 after earning a Master’s of Social Work degree. Those previous experiences in healthcare settings and as a social worker mesh perfectly with her job at the dental school. She recently discussed the importance of helping patients navigate going to the dentist, which for many people is not easy or simple.
Q: Describe your job on a typical day.
A: I enjoy my job very much, in part because a typical day is never a typical day. I welcome patients, faculty, students and visitors to the school of dentistry. If a patient doesn’t know where they are being seen, I verify what clinic they are going to. I will transport people in wheelchairs and walkers if they need to find the elevator. If a patient doesn’t understand how to get to a clinic, I escort them. I also occasionally have to give directions to people who have come to the dental school by mistake.
Q: What are the more behind-the-scenes parts of your job?
A: I support the emergency response team for medical emergencies and code alerts. I maintain monthly checks of AEDs (automated external defibrillators) oxygen cylinders and emergency bags. I make sure the emergency bags are stocked, and the medications have not expired. I am also a member of the BIRT team (Building Incident Response Team) for fire safety. I will work with my manager on any special projects they may need assistance with.
Q: People are sometimes stressed by going to the dentist. How do you offset that?
A: I feel that one of the most important roles of my job is to listen to the patients’ questions and concerns. I let them know it’s okay to feel nervous or stressed about having to come to the dentist. A little validation can go a long way to offset these feelings. Also, sometimes patients may just want to vent about their drive to the dental school or the anxiety they feel about finding a parking space. They aren’t necessarily looking for answers, just an empathetic ear. It is important in my role to be clear and calm. This is where my training as a social worker helps.
Q: What sort of questions do you get from patients?
A: One of the most frequently asked questions is directions to the restrooms and how to get to University Health Services. There are other random questions. For example, I was asked if I had a penny so that a patient could scratch off his lottery ticket. Other times patients may want to know how to get out of the parking lot. Directions to the nearest Walmart or Meijer. I work with an amazing team and wonderful manager who helps me answer any questions that I may not have answer to.
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This profile is one in an ongoing series highlighting School of Dentistry alumni, faculty, students and staff. The University of Michigan School of Dentistry is one of the nation’s leading dental schools engaged in oral healthcare education, research, patient care and community service. General dental care clinics and specialty clinics providing advanced treatment enable the school to offer dental services and programs to patients throughout Michigan. Classroom and clinic instruction prepare future dentists, dental specialists and dental hygienists for practice in private offices, hospitals, academia and public agencies. Research seeks to discover and apply new knowledge that can help patients worldwide. For more information about the School of Dentistry, visit us on the Web at: www.dent.umich.edu. Email: [email protected], or (734) 615-1971.