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ROBERT PIERCE

   • Leader & Times

Like many people, Amy Lujan’s career path took a different direction than expected.

Lujan was born and raised in Sublette, about 30 miles north of Liberal on U.S. Highway 83, and after getting her degree in cosmetology from Garden City Community College, she moved to Liberal. She has not left since.

Lujan said her initial move to Liberal came with a job in the billing department at National Beef, and after about three years there, she came to work at Southwest Medical Center, where she now works as an admissions supervisor.

Lujan began working at the local hospital as an admissions clerk, and according to SWMC Admissions Director Noel Vazquez, it did not take long to see she was destined for more.

“Just six months in, she was promoted to lead – a role she handled with the same drive, compassion and steady presence we still admire in her today,” Vazquez said at a recent ceremony honoring long-time employees including Lujan for their years of service.

Lujan said what drove her to come to the hospital was her love of customer service.

“I love meeting people, and I enjoy helping people,” she said. “At National Beef, it was just our department. You don’t really talk to anybody.”

So when she saw an opening for a med clerk at SWMC, Lujan said she felt this would be a great step into the role of customer service.

“I wanted a long-term job, and I felt this would be a good opportunity,” she said.

After becoming an admissions clerk, Lujan quickly learned how to work the morning, evening and overnight shifts in her department, and this is when she was approached about becoming a lead in admissions.

“When that position became available, they asked me ‘Why don’t you apply? You learned everything pretty quick,’” she said.

Somewhat hesitant, Lujan still applied for the lead position, which she received, and she worked in that role for about five or six years.

When Lujan was first approached about becoming a supervisor, however, Vazquez said her immediate response was a solid ‘no.’

“It took a little convincing, but eventually, she agreed,” he said.

Despite the hesitancy, Lujan accepted the job of supervisor because though it came with a lot of responsibility, she felt it was nothing she could not handle.

Part of Lujan’s initial caution about taking the job, she said, was she felt such roles were made for older people with more experience.

“I felt I wasn’t at that level, but I knew I could get that level,” she said. “I knew if I really put my mind to it, I could do it. I was more scared because I was younger at that time.”

Lujan has been in her supervisor role since 2015, and Vazquez said she has been a steady and respected leader, guiding her team through change, growth and challenge with unwavering commitment.

“We’re all so glad she said, ‘yes,’” he said. “It’s hard to imagine this team, or this department, without her in that role.”

In her job, Lujan said she deals much with hiring clerks and making their schedules.

“I’ve got to make sure our department is covered 24/7,” she said. “We do annual evaluations, and we monitor to make sure everybody’s where they need to be. If they need help with patient flow, we are available. We do have to be available 24/7. Our department is a 24/7 department, and that is a big responsibility in general.”

Vazquez said Lujan is more than just a supervisor, but a supporter, mentor, problem solver and a role model for her staff, who somehow makes work fun even on the tough days.

“We’ve had plenty of laughs over the years,” Vazquez said. “Some of those stories? Let’s just say they’re best saved for after hours.”

Her staff and responsibilities as a supervisor are what motivates Lujan in her daily tasks.

“Everybody works together every day, and I feel if I come in and I help where I need to help and I am where I need to be, it’ll make our department run more smoothly,” she said.

As change is a constant in life, so it is too at SWMC, and that change includes Lujan’s department.

“Health care is always changing and the hospital as well,” she said. “When I started, things were a little different than they are now. We could be doing one thing one day, and then we change it to another.”

Lujan said the admissions department, as well as others at the hospital, have to adapt to these changes, all the while knowing those changes are better for SWMC and the community.

Part of the change for admissions, though, revolves around learning what new doctors do and the information needed about the community for these providers to understand.

“It’s a lot,” she said. “A lot of people call and they say, ‘Who’s a good doctor?’ We have several. We provide these services, and  a lot of people don’t know the services we provide. We’re growing, and we’re trying to do as much as we can for our community.”

In Lujan’s time with SWMC, the hospital has expanded with the building of a Medical Office Building (MOB), as well as the acquisition of local and area clinics such as the 15th Street Family Care Center and clinics in Guymon, Okla., and Beaver, Okla. Lujan said these expansions, particularly the MOB, have been great for the hospital.

“I like that they built the new building because we’re more together in the different areas,” she said. “The community can come to one area, and we can help them with where they need to go.”

Much of what Lujan likes about her job is being able to help the community, being available and being bilingual, the last of which she said is much needed in the community.

“I think 80 percent of our department is bilingual,” she said. “We always try to help where it’s needed.”

On the other end of the spectrum, Lujan said like many other businesses and organizations, keeping staff long term is a constant challenge.

“They find other opportunities, and they leave,” she said. “A lot of staff, they don’t like working weekends and the 24-hour department. They find a Monday through Friday 8 to 5 job. That has always been one of our major challenges in our department.”

At the recent employee service ceremony, Lujan received a plaque for her 15 years with SWMC, and she said getting the award was a bittersweet moment for her.

“I didn’t think I was going to ever be here that long, and just to be able to receive that award, I was like ‘Wow, I’ve made it this far. I feel I could make it another five years,’” she said. “But that’ll turn into 10 hopefully. It’s taking it day by day. I love what I do. I love being here. I love my coworkers. I love my upper management. They’ve been great to me all these years.”

Vazquez said whether Lujan is deescalating a difficult situation, improving workflow or lending wherever needed, she does it all with grace, humility and determination.

“She’s a natural leader, even if she didn’t want the title at first, and her impact on this department is undeniable,” Vazquez said.

Lujan said she is part of a that genuinely cares about both the hospital and the community it serves.

“We all work well together,” she said. “We’re a big family. I’ve heard our upper management say we want to be more like a family and care for the community. That’s always stuck with me.”

Vazquez said Lujan has provided 15 years of dedication, growth, laughter and leadership.

“You’ve helped shape this place, and all of us, in the best possible way,” Vazquez said. “Here’s to everything you’ve accomplished – and to all the good still to come.”