Albert Einstein quotes, “Genius is 1% talent and 99% percent hard work.” Hugh Chatham has exceptional team members that prove to be intelligent day-in-and-day-out, however it is the tenacity and hard work of our team that truly sets us apart. This week’s Hugh Chatham Way Highlight, Tracy Cook, has dedicated over 20 years to the organization, determined to accept and overcome every challenge by LIVING our core values of Service, Teamwork, Accountability, Respect, and Safe Care.

Tracy’s co-workers describe her by saying, “Tracy is our local expert on CPSI and a wonderful investigator. She is an excellent trainer for new team members coming on board. Tracy is a top performer in the department and is very dedicated and motivated! I cannot imagine our HIM team without her.”

Our team members make Hugh Chatham exceptional. They don’t believe in completing their assigned tasks because it’s simply their responsibility. Instead, they devote all energies to achieve the best possible outcome while mirroring the traits of a servant’s heart. Tracy leads by example; the true foundation of a strong, dedicated team who works together to serve Hugh Chatham and our community.

Thank you, Tracy, for your years of hard work, continuous drive, and for pouring your heart into Hugh Chatham and its values.


Q & A with Tracy

How did you come to Hugh Chatham?
“I had a job right before working at Hugh Chatham in 1997, and my job was being eliminated. I took one Friday off and went job searching in town. At the time, the internet was not so easily accessible so I physically opened doors to see who needed help. One of the people I met worked here and told me that she was leaving the next week and needed someone to take over her duties. I applied to Hugh Chatham in July of 1997 and got the job as a secretary for the rehab department. I stayed there until 2001 and then transitioned to Medical Records as a secretary. In 2014 I was promoted to the lead MR position. Doors open for a reason, and I am so thankful for the opportunity that Hugh Chatham has given me to change and grow.”

What are your job roles and what is your favorite thing to do while at work?

“I am a fixer by nature. My job is MR Lead, so what I do is receive the record and identify deficiencies. I take what is deficient and find ways to fix it. Sometimes a date is wrong, an incorrect left or right body part, or they’re just not quite finished. I contact them through texts, calls and emails to meet the requirements. I sometimes use unconventional methods to get the job done. When providers have any issues, I am ready to help with any of their problems.”

“Hugh Chatham has many systems within their different practices that make up medical records. I work with various systems to try to bring it all together. Any issue that arises, like documents that are not mine, I will problem-solve to try to fix it. I do not want to be the only one who knows what I know, and I am a firm believer in sharing knowledge. I won’t be here forever so I like to teach and train those around me.”

“I have been called a detective, digging to find the location where something should go. I really enjoy that aspect of the role. When I go home in the afternoons, I feel that I have helped someone. It could be a patient who received their record, the doctor’s office received a record, or that I fixed a problem within our office.”

How does your team exemplify STARS?
“We provide care once patients are discharged. We showcase accountability by completing information so our patients are educated about their care and don’t have negative feelings towards the hospital. We provide patient care every day, even if it isn’t directly related to their health.”

“I believe medical records represents the end result of cooking a pie. Each department and person that a patient interacts with is providing an ingredient. Once it reaches medical records, they will determine if it is a good or bad pie, but it is our responsibility to make the best with what we have. We sort through the recipe to figure if we can add good ingredients to make it better. Our ultimate goal is to satisfy the patient with their record and to have their record qualify for appropriate requirements. We want to ensure our hospital is compliant and is seen as the best.”

What do you like to do for fun?
“My relaxation comes from the creative process. My husband and I may start a project out of wood like a birdhouse or build a door for the shed. I also enjoy my flowers. My all-time favorite thing is repurposing objects and using them for something completely different. I enjoy giving an object new life. I needed a bridge that went across a small ditch that rainwater will flow through. Initially, my golf cart would kick up some of the gravel into the gutter, making it begin to puddle and clog the water. I found large, circular saw blades to use as a bridge, and it looks perfect! They are dull enough to make sure no one will get cut and flat enough to mow the lawn. We just love making and creating things.”


Tracy Cook was nominated by Kent Thompson.