Hospital Executive Learns Insights Working ER Shifts

Linda Matzigkeit, chief administrative officer at Children’s Healthcare of Atlanta, confronted new challenges during the pandemic. Rapidly losing front-line staff, largely due to remote schooling demands, she decided to experience front-line work directly. Her journey led her to train as an EMT, providing firsthand insights into the staff’s daily experiences.

Pursuing an EMT Certification

Driven by a strong desire to contribute directly, Matzigkeit explored the quickest path to join the clinical staff. Colleagues consistently suggested training as an EMT. Despite her leadership role, she concealed this during her training to ensure she was taken seriously.

Completing her EMT training required commitment. Attending classes twice a week and undertaking weekend shifts on ambulances and emergency rooms, she completed her program within six months. Despite the challenging coursework, her dedication paid off when she achieved national certification.

Hands-On Emergency Department Experience

Post-certification, Matzigkeit began shifts in the hospital’s emergency department. Though still fulfilling her administrative duties, she undertook 100 hours of EMT orientation and worked 8- to 12-hour shifts in the ER. These experiences highlighted the fast-paced demands on clinical staff.

Although her work in the ER was unpaid—considered volunteer time due to her salaried role—she valued the hands-on experience. Her tasks included starting IVs, supporting procedures, and assisting anxious families. This exposure deepened her understanding of operational challenges and the importance of efficient patient care.

Recognizing Communication Gaps

Experiencing the busy ER workflow firsthand, Matzigkeit realized the ineffectiveness of traditional email communication. Staff seldom had time to sit and read emails thoroughly. This prompted a shift in communication strategies within the hospital leadership.

To improve information dissemination, the hospital implemented an internal communication tool with features akin to social media, enabling quick updates via mobile devices. Matzigkeit also developed talking points for start-of-shift huddles, finding face-to-face interactions essential for clear communication in fast-paced environments.

Embracing Ongoing Learning

The EMT experience taught Matzigkeit invaluable lessons in humility and professional growth. Despite her administrative expertise, she acknowledged her limitations in clinical skills compared to seasoned staff. Her goal remains to engage in a shift monthly, though her schedule often poses challenges.

Sharing her journey continues to inspire others who express interest in becoming EMTs. Matzigkeit encourages them to pursue their ambitions, citing her own journey as proof that perseverance and action can lead to meaningful change. Her story affirms the potential to impact both clinical practices and leadership through dedication and commitment.