02/20/2026
Before a clinician meets with a patient, a customer service specialist has often already shaped the tone of the entire care experience. At The Heart Group of Lancaster General Health, CSR Kiet Nguyen, a member of the scheduling team, takes that responsibility to heart.
“Kiet goes above and beyond to facilitate conversations in often difficult situations. He is a team player and well appreciated by our patients,” said cardiologist Dr. Mrinalini Meesala, who nominated Kiet for recognition by the Lancaster General Health Physicians Well-Being Committee.
Whether connecting by phone or greeting someone in person, Kiet approaches every interaction with a warm smile and listening ears. “First impressions are strong. Patients and their families are coming to us for help, and we have to respond accordingly with compassion and kindness,” he said.
Patients are often anxious, overwhelmed, and juggling real-life challenges like work schedules, transportation, and childcare. Kiet makes it a priority to slow things down, clearly explain next steps, and reassure patients about their care plans. By recognizing that “healthcare is scary” for many, he helps patients feel heard, understood, and supported.
