Humankindness at Work: Phyllis Wilkerson, Patient Access Manager

"You never know what anyone is going through,” said Patient Access Manager Phyllis Wilkerson. “You have to meet them where they are and show humankindness regardless."

That philosophy of care has guided her not just in everyday life, but throughout her health care career. Starting in the file room at Baylor St. Luke’s Medical Center 40 years ago, Phyllis has always worked to her highest potential and embraced every opportunity to learn all aspects of the business office. She later earned her Master of Business Administration and has held her manager role at St. Luke’s Health - Patients Medical Center for 12 years. This understanding allows her to effectively lead and relate to the challenges her team faces. Her department manages patient entry, but her role extends beyond process management; Phyllis champions people, supporting both patients and team members. She ensures that compassionate understanding leads each interaction. 

Humankindness – Meeting People Where They Are

“Patients are often scared, sick and stressed, especially when they’re worried about medical bills,” Phyllis said. “We help them understand their options and empower them with the information they need to make confident decisions.” 

And her mother-hen instincts are always at play. Her office door is open, allowing her to listen for interactions where she might assist her team or enter into a conversation with a patient. She even walks the lobby, identifying stressed faces, offering help before being asked. She leads with empathy and ensures that even the most difficult conversations are handled with dignity.

A Culture of Care and Growth

Phyllis extends humankindness to her team as well, creating an environment of trust and growth. She provides extensive cross-training, helping employees learn and fill important roles. She is proud of her team, many of whom started in part-time roles and are now in full-time positions. “If you are not making errors, you are not learning,” she said, encouraging a culture where mistakes are learning opportunities rather than failures.

Building a sense of community is also an important aspect of team culture for Phyllis, who plans activities throughout the year to foster connection. From annual Christmas parties and summer picnics to handwritten cards and birthday celebrations, Phyllis takes the time to make sure everyone feels included, appreciated and valued.

Her dedication to her team requires commitment, and she is rarely fully unplugged from work, but she said she wouldn’t have it any other way. While on vacation, she once answered a 3 a.m. work phone call from a team member who had just lost a loved one. For Phyllis, these are the moments when the power of humankindness means the most.

"You just have to remember we're all human. Things happen, and we need to be there for each other.” It’s a sentiment Phyllis carries with her daily, and a way of life and faith that has a ripple effect on everyone around her. “I could not do any of this without God’s presence in my life; I pray for His continued guidance and the opportunity to serve others.”

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