Speaker 1 (00:05):
Well, good afternoon. This is Rhonda ves with Illuminated Pathways Family Therapy, and we are bringing to you another wonderful podcast today that kind of talks a little bit more about why connections matter and how we treat each other. First impressions and the role of the front desk. This is part two and we’ll be doing this podcast with Jacob Veder and we are super excited to having him with us today. So between the two of us, we’re going to give you kind of some really key items that we find are really important. It runs illuminated pathways so you can perhaps glean a little bit or enhance or realize that maybe what you’re already doing in your practice is working. Once again, welcome everyone to today’s podcast. Today we’re talking about something that matters deeply in the workplace, but especially in ours, staff connections, how we treat one another and the importance of first impressions and the critical role of the front desk and creating a culture people experience every single day. When people think about great workplaces, they often think about benefits, schedules or opportunities for growth, but the truth is what people remember the most is how they were treated.
(01:32):
Did people support them? Did coworkers step in when things got busy? Did they feel respected and valued? At the center of every strong organization is connection, and connection doesn’t happen by accident. It happens through intention. We truly believe in being the best counseling practice to work for that Texas has to offer. The phrase isn’t just something we say, it’s something we build together one interaction at a time. Welcome Jacob to our podcast today. So glad that you could join us today. How are you doing today?
Speaker 2 (02:13):
Hey, I’m doing great. Thanks for having me on today.
Speaker 1 (02:16):
So explain where you’re at, where are you located?
Speaker 2 (02:19):
Oh, right now you have the wonderful view of my back patio. We have some hanging foliage and a little bit of a water feature at play here today. Trying to beat the heat a little bit. Give me a little bit of a sense of serenity.
Speaker 1 (02:40):
Serenity is pretty important, that’s for sure. Okay, so we’re going to move into our, but I think we, okay, so yes, you’re in your backyard, right? So before
Speaker 2 (02:52):
We
Speaker 1 (02:52):
Start, so where is your backyard located?
Speaker 2 (02:56):
Oh, yes. I am one of the lucky staffers with Illuminated Pathway therapy, family therapy that I have a privilege of having a remote job. I take my residence up in Oklahoma City, Oklahoma, and I’ve been with the company since the 1st of January, 2026. So we’re coming up on our sixth month together. Yeah, it’s been a really awesome, really awesome journey.
Speaker 1 (03:33):
Good. Okay, Jacob, so let’s talk about why staff connections matter. So every workplace has moments where things move fast, stress issues rise and demands increase during those moments. Relationships matter.
Speaker 2 (03:51):
Yeah, when we know each other, trust each other and genuinely care about one another, work feels different. Think about the coworker who notices you’re overwhelmed and offers help before you ask. You can think about the teammate who checks in after a hard day or celebrates your wins. Those moments matter. Strong staff connections create stronger outcomes, not only for us, but for every person who walks through our doors.
Speaker 1 (04:20):
And if we want to be truly the best counseling practice to work for that Texas has to offer, we have to remember that excellence starts internally, culture starts with us. So Jacob, what’s one thing a coworker has done that made you feel supported?
Speaker 2 (04:40):
Oh, I’m sure I could probably give quite a number of examples early on just the process of having a team, not only you and you and Joel, my dad taking care of us. He early on showed me a lot of the ropes of what the business was about as far as the backend part of the business and just having him guide my steps was very helpful. Having you guide my steps is very helpful. I will say that I have noticed a deep sense of communication within the people and individuals that deal with the front desk things and parlay with what Joel and I do with the bookkeeping and the back end of the finances and whatnot. And just having that strength and that connection of communication has been integral in getting business done. That’s probably just one aspect of many. I could probably also speak to an aspect of this transition where we’ve transitioned our billing from one of the companies that was established there in Texas and then transitioned over to this empathic portal site. And the communication and the support that we’ve had through that has been from all fronts has been just really wonderful.
(06:28):
I agree. Very thankful for that.
Speaker 1 (06:29):
Yeah, it has been. And I have to say though, give a shout out to Sharon Bison just outside of San Antonio. I know that as a small business owner when it was just myself before we began really growing and exploding into multiple locations, she was with me for 11 years and her business is SV Sharon Bison, V as in Victor, billing solutions out just north of San Antonio, Texas. And so I know that she’s been very instrumental in my life and knowing that we got to where we are today really, because she was really very instrumental in those pieces. And you’re right, Jacob, moving on into empathic electronic health records and now using them the full house of that and having them do our billing also, that is a really big piece and super grateful for to know that even that transition has gone pretty good. And so you’ve been very instrumental in that with our front desk and that’s been super, super helpful. So I know that the feedback to some of that, they feel very supported by you and I pray that it’s reciprocal for you as well, especially in these new transition days because Gal today is like May 1st, May 31st. We’ve done this a whole month now. It’s incredible. Yeah, just in-house with empathic. Very good. So moving into the thoughts and ideas about how we treat each other,
(08:19):
Let’s talk about that a little bit. Kind of sounds simple, but it’s powerful. And I think about back, I don’t know, years ago the act of kindness was stuff that schools would institute and you would get different little alo of some sort just because you were extra kind. And I know that that was true while I was going a driving school bus going through my college degree. I would also do that also with those on the bus and making sure that they would try to behave and just maybe want to celebrate ’em a little bit more. But in the workplace, if we know it can work in those places, like at school and on the school bus and the workplace, it’s just even that much more important so that people can feel that. What are some things that you think stand out for what we do here at Illuminated Pathways?
Speaker 2 (09:21):
Yeah, I think just building a culture of respect. Respect isn’t only shown in big moments. It kind of needs to show up in everyday interactions. One thing that we’ve kind of gotten really good at establishing is we do our morning huddle meets each morning in the weekday. And that kind of gives us a chance to where we can say good morning to each other. We can have an established time where we can get together and listen without interrupting each other, offering patience during stressful situations or moments. And I think it’s really important too that we create a culture where we always assume positive intents and not necessarily try to get in our own heads or come with a fear that an intent of the workplace is something that’s negative. You always want to make sure that you’re coming into any situation that you have, whether it be those of us in the workplace as coworkers or those of us coming to the door. You always want to make sure that you’re assuming positive intent and then you want to give grace when somebody has a difficult day. We all have those moments where we have a rough day depending on various circumstances of life. And it’s important that we come to the workplace with understanding and grace.
Speaker 1 (11:05):
Yes, we all have hard times. We all do. And none of us are perfect, right? We’re going to make mistakes, but what matters is how we show up for one another and regardless if that’s just through the phone talking to you or getting on a zoom like this even, and getting together and seeing things through doing trainings, just really being there for each member. I know that sometimes professionalism gets confused with being distant, but professionalism is a compassion and absolutely exists together. So you could still be professional and feel distant, right, and be distant
Speaker 2 (11:58):
Moments.
Speaker 1 (12:00):
And so that idea is you’re not, just because you’re about eight hours from here doesn’t mean we have the opportunity to be unprofessional. We just remain professional. And I think that’s the piece that you exhibit and we exhibit for you hopefully. Absolutely. Yeah. So what are some things that stand out for you as you think about that idea of professionalism, but yet still, even though we’re not in the same building, but it’s still the same?
Speaker 2 (12:43):
Yeah, I think it starts, I think one of the pillars of professionalism and showing compassion through your professionalism is the way you communicate, the way we communicate with each other, the way we freely express our expectations and or desires and or needs that we may have for that week. Every week I’ve kind of come to learn is a little bit different. There are those things, at least on the financial side of things that have its own rhythm throughout the week or throughout the month. But every week is unique, every day is unique and just approaching the job and each other with the understanding that there’s space for that uniqueness and there’s space for compassion and that uniqueness and the way that we communicate with each other I think is something that’s really special about how we run our business. We can be accountable and supportive. We can be direct and respectful. We can challenge each other while still protecting relationships. And I think that’s ways that we really stand out within our business to each other,
Speaker 1 (14:22):
And that’s part of creating the best counseling practice to work for that Texas has to offer. I know that I’m very excited about the culture and the diverse culture within our actual practice too, and still be faith-based and everybody’s still having the freedom to really love Jesus and share Jesus among each other and what’s going on in their personal life. And then knowing that we get to do that with our clients too. For the most part, those that come into Illuminative Pathways, they know who we are for the most part and a lot of it’s word of mouth or through Google. So that’s been really special. I know that my coach Carter, through Thrive Time, I know that they really push the Google thing. And so a lot of people see who we are through those Google reviews and the importance of those Google reviews. A healthy culture isn’t created because problems never happen. It’s created because people handle challenges with maturity, empathy and teamwork. So here’s a reflective question, Jake, like to get your feedback. How do you want people to describe the way you feel after interacting with you at work?
Speaker 2 (15:40):
I want them to be able to describe an interaction where they felt seen and heard and they felt like they matter. And I think we do a good job with that in a day-to-day business, whether it’s clients coming through the door, whether it’s coworkers on our team, we try to establish a presence among each other to where we are able to let each other feel seen and heard and really ensure that we all understand that we’re all an integral piece of the greater framework of the business and of the work that God does through the business.
Speaker 1 (16:38):
Very nice answer. Thank you for that.
(16:42):
Okay. So now we’re going to roll into working remote and maintaining connection. So it takes a little bit more effort. I know. So let’s take a moment to talk about something that has become an important part of how many organizations operate today. Actually, I can’t tell you as I kind of split off here for a second from the actual statement I was going to say, but I cannot tell you how many people apply that don’t even live in our country and want to work for us or people who are trying to run our call center remote. And that’s something that I don’t think that I’ll ever, I don’t know I want to say ever, but never for sure. But I know the way that my coach teaches is that the recognition that personal touch that we do from the office is critical. And while that might be kind of a business that is happening now, those remote pieces, but there’s still a thing lacking. And I mean, I can think of a couple of times where I’ve called somewhere and I really wish I could talk to a human being. And so at least here that happens on a regular and we’re not having to worry about that. But let me finish that. So let me start again. Let’s take a moment to talk about, this is my little lead-in. Talk about something that has become an important part of how many organizations operate today. Working remotely, especially when team members are supporting the organization from a different state.
(18:19):
Working remote can be rewarding. It creates flexibility and allows talented people to continue doing meaningful work from where they live, but it can also feel different. What do you think? What’s that like for you? I mean, is this your first job and I don’t know, right? I mean I would like to think, I know as your mom, but is this your first job as remote?
Speaker 2 (18:46):
Yeah. Honestly, there was a season kind of during the COVID Pandemic where I was doing grad school remotely. So in a sense maybe that kind of mirrors a little bit of the aspect, but honestly, this is the first full-time position that I’ve had where I’m in a full remotely remote kind of position and I’m honestly, I’m so thankful for it. Like you said, there’s a special flexibility that comes along with it to where obviously you want to make sure that as you’re away from the dealings of the day down in Texas while I’m up here in Oklahoma, that I want to make myself present and available at times. It’s almost like throughout the entire day I try to make myself feel like I’m at least in the business hours I’m on call for whenever somebody at the desk might need something or if a client reaches out or whatnot. But then I also, it gives me the flexibility and the task to build out mount schedule and the way that both fits life up here in Oklahoma and its uniqueness and fits the business as well. And I think we’ve kind of found our stride. I think I’ve found my stride within that and really being able to approach the job and distracted by approach the job with its intentionality and make sure that I available and able to be present in the times that I need to be.
Speaker 1 (20:55):
So Jacob, you just said you got distracted by a bird.
Speaker 2 (20:58):
Yeah, it’s a crackle that just flew right on over to my head.
Speaker 1 (21:02):
It’s so funny because I’m hearing a bunch of birds in the background because here in NASA Bay, Texas, it’s a bird sanctuary and I go out birding. I have my binoculars kind of do that with my girlfriends when we do that from time to time. But I don’t think I’ve ever heard you say, I got distracted by a bird until today. I thought you are your mother’s kid, that’s for sure. Okay. Okay. Let’s see here. Yeah, you kind of covered this a little bit, having to be spontaneous. So there’s some of the spontaneous you’re waiting for that you don’t know when it’s going to happen, the phone call or whatever. But
Speaker 2 (21:46):
The
Speaker 1 (21:47):
Part that for you is the spontaneous conversations in the hallway that we might have here in a different room that you kind of don’t get to be part of. But what I have found is that I like having you on the speakerphone and we’re just working for hours on end and we’re able to, it’s as if we’re next to each other. And so I do enjoy that, by the way. And I know that everybody gets to hear you talk about the business and the different things and what we’re working on and what we’re talking about, whatever. So that’s been really a great way to help make that connection a little bit even for us and create some
Speaker 2 (22:26):
Integration.
Speaker 1 (22:27):
Yes, absolutely. And while that might not be able to get to happen all the time, it might not be always ideal, but it is a nice little option there for a little bit of time there. So for those working in the office, it means remembering the remote teammates are still part of the heartbeat of the organization. It’s also about, it happens through communication, responsiveness and making an effort to stay engaged with the team. So for example, I loved this past week, we had several new people start. We had Renee start the front desk. We had two students from Lamar University start and we had Kaylee, our LPC associates start. And so Renee needed some help at doing insurance verification. She had never done one before and you spent time with her and she said that it was a really great experience. Can you talk a little bit about that experience?
Speaker 2 (23:29):
Yeah. Yeah. So we got connected kind of middle of the day, oh, I’m trying to think if that was Monday or Tuesday, I can’t remember. Earlier in the week. Tuesday. It was
Speaker 1 (23:41):
Tuesday.
Speaker 2 (23:43):
And just of explained as well as I could a little bit of the process, I sat down with her on the call beforehand, before we even called the insurance and just kind of like, okay, this is my process. These are the things that I kind have up on my computer screen. These are the things that I’m double checking to make sure are ready and are filled out as much as can be before we make a call in. And then actually before we even called in, I kind of talked her through the process of what the call is going to be like. We’re going to call in most times it’s going to be a machine that’s going to answer. And so we’re going to, it is going to ask us questions and we’re going to have these things to say in order to get to us to the right information that we’re needing for checking eligibility is was what we were doing there. And then we did the phone call, actually had to try two different numbers because it was just a special situation and she was able to listen in as I spoke, the responses.