At CareATC, a decade of experience speaks for itself. We sat down with Erin McDill, Vice President of Client Success for the East, to talk about what keeps her motivated after 10 years, what whole-person care looks like from the client success side, and the moments that remind her why this work matters.
Erin McDill: My current role is Vice President of Client Success overseeing the team of Client Success Directors and associated book of business within the East. As Client Success Directors, we are the liaison between the client and CareATC, serving as the main point of contact while also working in tandem with Operations and clinical teams to ensure we're meeting expectations.
A typical day moves in a lot of different directions. There are client calls, team touch point meetings, as well as internal meetings to collaborate across various departments to strategize and communicate effectively with clients to ensure client satisfaction. The main part of my role is supporting the CSDs on client accounts, working directly with clients and brokers in various capacities, and collaborating internally with Ops and Clinical, as well as other departments as we finalize processes, address challenges, and support the area teams as a whole.
Erin McDill: I joined CareATC in 2016 through an acquisition, marking my 10 year Anniversary in January. A big part of what's kept me here is the people. It's a group where you get down to business, but there's always some humor and camaraderie that lightens the day.
The culture of CATC really resonates with me, especially over these last few years under the current leadership team. There's a genuine emphasis on caring about the people both internally and externally. As a mom with a young family, I've really appreciated the support for work-life balance, prioritizing family while being fully supported and empowered to grow professionally.
Erin McDill: Whole-person care means taking into account all aspects of care for a person. What you commonly see on Main Street is multiple appointments for multiple diagnoses. What I appreciate about our model is that if someone comes in for neck pain or shoulder pain, we recognize if they're also dealing with anxiety, depression, diabetes, or high blood pressure, and we treat that whole person then and there. We coordinate a holistic approach using resources available to help mitigate those risks and conditions. That means managing not just the medical side, but also mental health, physical therapy, health coaching, removing barriers in care towards improving their health.
Another thing I appreciate is the access. If you have a sick visit or something concerning as a new patient, it's not like Main Street where you're told you can't be seen for three to six months. We meet people where they are and help them through whatever barriers are standing in the way of real change.
Erin McDill: I love this question. I would say it's every time we share a Moment that Matters, whether on a client call or in an internal meeting. It allows clients to see the real changes being made and the collaborative approach we're taking with patients. I especially love watching clients' faces when we present a Moment that Matters. It usually takes a few seconds for it to really land, and then you can see a nod or smile. It's a true representation of why we do what we do. And hearing from spouses and dependents, saying "thank you for taking care of my relative," makes you realize the impact goes even further than you realize.
But I also love hearing them internally. When a team member is recognized for going above and beyond, sometimes outside of their role entirely, it makes me really proud to be part of this team.
Erin McDill: The advice I always share is to not be afraid to ask questions, we are all always learning. You're not expected to be the expert in everything, and asking questions and working collaboratively is what helps you grow, both as a leader and in your career overall.
As for something people might not know about me: I was on my college dance team my freshman year. I grew up doing ballet and competitive dance, and in college it was all about the basketball games, football games, halftime shows. I'm still really involved in Pilates and barre, and I occasionally take dance classes when they pop up.