Today we’d like to introduce you to Carrie Kass.
Hi Carrie, thanks for sharing your story with us. To start, maybe you can tell our readers some of your backstory.
I grew up in southeast Ohio and attended college at Case Western Reserve University in Cleveland where I studied Business, Political Science and Communications. I remained in Cleveland until I moved to Austin in July 2010. Like many northerners, I was very motivated to leave the long cold and icy winters behind me. I had been dating my now husband, John, long-distance for almost two years, and Austin was thrown into the conversation as a destination for us both to land. After my first visit, I needed no convincing, and we started making plans shortly thereafter. My biggest challenge would be leaving a job and a work family that I so dearly loved and trying to replicate that in Austin.
Healthcare Management is not an area that I had ever considered. In my mid 20’s I was t-boned in a motor vehicle collision. Fortunately, I was not seriously injured but suffered severe whiplash along with a few other musculoskeletal injuries. I sought treatment from a chiropractic clinic and experienced amazing results. Throughout my treatment, I got to know the doctor, and he asked me if I had ever considered running a clinic. My initial answer was a resounding “no way”, but I was presented with an offer I couldn’t walk away from. After a couple of years in that role, I was hired by one of the most successful chiropractic rehab clinics in Greater Cleveland, and I remained in that role of Practice Manager/Administrator for over ten years until I moved to Austin.
Once settled in Austin, I partnered with Dr. David and Michele Harris, PT, in early 2011 to help build out their vision of Center for Healing and Regenerative Medicine (CHARM). John was seeing Dr. Harris for PRP (Platelet Rich Plasma) treatment on his knee when Dr. Harris started sharing his vision of the multi-specialty medical practice he was launching with his wife. Later that same day I reached out to Dr. Harris expressing my interest in joining his team. Soon after, I met Dr. Harris and Michele, and an instant bond was formed. Call it what you want…I call it fate.
I immediately went to work, at first behind the scenes to oversee construction and build-out, create the aesthetics and flow, manage contracts, compliance, credentialing, and vendor relationships. I then set out to build the team that would open the doors in August 2011. Since then, CHARM has grown from 7 members to 22 members that includes four clinical practitioners, three physical therapists, a medspa and increased front office and clinical support staff. We also had the fortunate hurdle of having to find a larger space after only a couple of years. In 2015 we moved to our current location at Riverplace/Four Points which is over the double the size of our original building!
At The Center For Healing And Regenerative Medicine, we provide comprehensive and integrated non-surgical solutions to promote tissue repair and recovery of function for individuals with musculoskeletal pain, orthopedic injuries, and degenerative joint conditions. Our focus is not simply to relieve your pain but to resolve it. CHARM combines decades of experience and state of the art techniques to unleash the power of your own platelets and stem cells to repair injury, strengthen joint integrity, increase mobility, and decrease pain with little to no downtime.
Optimizing recovery and function requires identifying the root cause of a problem, applying solutions to release, balance, and build proper movement patterns, and providing tools you can use for a lifetime. Helping unlock the ability to return to living at your highest potential is our commitment to our patients.
I believe not only in the science behind regenerative medicine and the therapies offered but I believe in the mission and principles of CHARM. I refer to what we do as “happy medicine” that produces results and helps patients recover or rehab from chronic pain or injury. I also believe in not just hiring staff but building a team who is as passionate and excited as I am. My personal mission is to empower the team around me to be forward thinkers, problem solvers and compassionate caregivers. Because of this, we serve not only the greater Austin area, but we attract patients from across the U.S., Canada and Mexico as well as other countries across the globe.
Outside of work, I currently reside with my husband John in Lakeway where we enjoy boating on Lake Travis, cooking, and building our travel bucket list. I love taking classes at Pure Barre, am a die hard Buckeyes fan, and will often be found binging a new series or with my nose in a book.
Alright, so let’s dig a little deeper into the story – has it been an easy path overall and if not, what were the challenges you’ve had to overcome?
I knew my biggest challenge with my move to Austin would be finding a company/clinic whose values and mission aligned with mine and that challenged me to learn more, do more, and lead more. It turns out that because of the random series of events and meetings, finding this opportunity was not the challenge (remember our old friend “Fate”?) There were absolutely some growing pains, some bumps in the road, and some obstacles, though!
The interviewing and hiring process is always rigorous. For me, it has always been finding the “right” people, and I’ve definitely hired some of the “wrong” ones! Over the years, I’ve examined all of the right and wrong hires and have been able to fine tune what I’m looking for in the hiring process. It’s not always about the skills or experience that are listed on the paper.
Of course, any time you are working with the public (and particularly patients that are in pain or are frustrated with their progress of healing) you will have unfavorable encounters. I preach this for myself and for anyone that works with me. We are here to serve, to be compassionate, to be empathetic and to be understanding. We have no idea what anyone person may be dealing with on any given day, and it is our job to shine some light on them while they are here.
I believe anyone in healthcare in the past few years will attest that navigating through COVID proved to be a career challenge. I remember March of 2020 when everyone was asking questions about what to do, are we going to have to shut down, am I going to lose my job. I’m used to being the person with answers and the best I could come up with at that moment was, “I don’t know. This is the first pandemic situation I’ve ever faced. Trust me and I will get us through this.” In the end, with the help and determination of everyone at CHARM, we DID get through it without having to downsize or lay off any jobs and without too big of a financial hit.
Appreciate you sharing that. What else should we know about what you do?
With an extensive background in the clinical and administrative roles for integrative and allopathic medical practices, I have a well-balanced knowledge of both the practical and management sides of operations that I effectively translate into efficient clinical operations and fiscally responsible management practices. I have a strong belief in team building and employee development. This allows for active company growth through positive employee environments and morale, which in turn promotes an unparalleled providing of exceptional care for the patients of CHARM. I am honored to share that CHARM was a 2017 finalist for a Greater Austin Business Award in the category of Customer Service and was nominated again in 2018 and 2019.
Beyond the operations and management requirements of my job, I have taken the lead on all business development, marketing and advertising, branding, website management and social media platforms. I have built and maintained a strong SEO for our organization and have developed an effective campaign and promotional strategy to keep our brand fresh and relevant.
Event planning plays a huge role in my job (at least pre-COVID). I have actualized multiple educational, networking and multi-vendor “shopping” events. In addition, I have spearheaded numerous med spa events with one of our most successful being a new laser treatment launch. With the help of multiple team players, we generated over $50,000 in revenue in one evening.
I was given such a unique opportunity to bring to life the feel and look of the office, to create and encourage a special type of culture, and to introduce a special brand awareness to the public. Most healthcare clinics do not put thought or care into creating a welcoming, calming and healing environment. From the clinic layout to the decor and furniture to the color scheme to all of the “extras” and concierge perks given to patients, I’ve been sure to have my hand on every one of them. I want patients to feel like they are receiving the red carpet treatment and I want the staff to know they are valued and appreciated.
Outside of CHARM, I am currently the President of the Austin Chapter of Healthcare Businesswomen’s Association, a global nonprofit organization dedicated to furthering the advancement and impact of women in the business of healthcare. I am also an active member of Texas Women in Business (TWIB), MGMA, and American Association of Notaries.
Are there any books, apps, podcasts or blogs that help you do your best?
The Five Love Languages, Personality Plus, The Servant, Leading From the Heart, The Culture, Dare to Lead are all books that I’ve learned from, that I recommend to colleagues and co-workers, and that I personally refer to often.
I find that networking and building personal relationships is the biggest stimulator for me. Nothing is more exciting than meeting someone who has faced similar challenges, is in the same industry, or most importantly….is where you strive to be. In fact, some of my very best friends have come from meeting at business or networking events!
Contact Info:
- Email: ckass@charmaustin.com
- Website: www.charmaustin.com
- Instagram: https://www.instagram.com/charmaustin/ (professional);https://www.instagram.com/thecarriekass/ (personal)
- Facebook: https://www.facebook.com/CHARMCenterforhealingandregenerativemedicine
- Youtube: https://www.youtube.com/channel/UCM1v90dsXpWvQXo78YblQaw
