The following is a letter the patient access team at Jay County Hospital in Portland, IN, gives to new registration staff members. “It gives them a quick little overview of what the department is about,” says Beth Hunley, patient registration manager at Jay County. “They have no clue what they’ve gotten themselves into. We put so much on them as new employees, and I think it’s overwhelming. We’re not expecting them to know everything in two weeks or two months. We just want them to know that we are the first impression, and what we do can make or break a visit to a hospital.”