We met Emily roughly 12 months ago, and it has been an incredibly exciting whirlwind to have her working at our Orlando hand and upper limb clinic. During a recent team check-in, Open Bionics’ Co-founder and COO, Samantha Payne, sat down with Emily to reflect on the past 12 months and outline an action plan for the year ahead. If you are a CPO and want to join our team, let’s chat.
Emily joined Open Bionics after being recommended by our colleague Will, who heads up an Open Bionics clinic in LA. Will had previously worked with Emily and knew of her history with 3D printing from college. Working with someone who understands the power of 3D modeling and printing for prosthetics was ideal, especially given Emily’s extensive experience in this area. In fact, one of the young kids who had collaborated with her college club ended up coming back 6 years later to get a Hero Arm from her!
I think Emily’s journey with OB is pretty typical of what to expect from joining a growing startup so I thought it would be fun to share a conversation with Emily reflecting on her first year with our team!
Hey Emily, happy 1 year! What’s been your favorite moment so far?
There are so many moments to choose from! One that sticks out to me is from our team retreat in Denver this past spring. I remember sitting around a conference table and taking turns presenting ideas on future projects and where we see this company headed. What made it so special was that our ideas were heard, respected, and valued. I realized that this is the type of space where one person’s idea grows into an initiative, and it gave me so much confidence and pride to be a part of this company.
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I’ve never worked anywhere that cares this much about what the customer thinks.
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What has been the most interesting thing you’ve learned?
In such a short space of time I have learned so much about upper limb prosthetics, working in a startup, and myself as a clinician and a leader. One thing I’ve come to appreciate is that product development takes a lot of time and effort. Working for a manufacturing company has given me the ability to peek into that side of the field while maintaining the perspective of a clinician and constantly receiving feedback from the end users. I came into the O&P field from an engineering background so I am particularly excited to learn about the design process and materials testing. It also helps me communicate to prospective users just how cool our products are!
If I had to choose one area of development I’m excited about, it would be a new project focused on enhancements to our digital workflow. I will be testing different stages here in Florida, smoothing out the wrinkles and helping streamline the process. After the pilot, we will be able to bring these new capabilities to our clinicians in CA, CO, TX, NY, and our upcoming hubs.
I’m in the process of learning and experimenting with new scanning and 3D modeling tools. The goal is to make our production processes smoother, meaning cost savings, quicker check sockets, and radically faster deliveries for patients. This new process also augments how clinicians work, making our lives easier and giving us more time with our patients. These new digital tools are transformative and I’m happy to contribute to this initiative of delivering better outcomes and more accessible care.
What has been your biggest achievement to date?
The past several months have been busy and pretty successful, but I think the biggest achievements I’ve experienced are with insurance appeals. There have been some emotional moments after periods of waiting with bated breath, and those are the moments I hold onto when I look back on my time in Florida. I choose to believe that every time we submit an appeal, we are fighting to change the inequities and disparities in insurance coverage. It can be a lot of work, but that makes the victories that much sweeter.
Samantha interjects: When I think of your biggest achievement, I also think of your successful battles with insurance companies.The appeals you write can get… spicy! Elise is the same; it’s awesome working with a team that cares this much. You advocate hard for your patients and you also put some fire in them to take the battle to their insurance provider.
You’ve also helped me with some significant R&D work for a new product, leveraging your experience working in a rehab site which I’m grateful for. We can’t share anything about that yet, but I think that piece of work is going to have an outsized impact on our company’s growth.
One of my all-time favorite quotes of yours is:
“I’ve never worked anywhere that cares this much about what the customer thinks.”
So on that theme, I’m going to add here some things patients have said about working with Emily recently (she is the best!):
“Emily has such a kind heart and she will fight for you! It was a great pleasure to work with her.”
“Emily was beyond helpful during the process of getting my hero arm. She has great communication, and kept me updated throughout the entire process. Along with this she reached out to checkin the weeks following after receiving my arm to ensure everything was going smoothly. 10/10 Wonderful experience!”
“Open Bionics has changed my son’s life with the hero arm! Thank you Emily and Open Bionics! Emily is amazing and helped us in so many ways!”
“Amazing experience all around from start to finish. We could not be happier with the service we received and the end result!! Emily was a joy to work with- great communication and an advocate for those with limb loss.”
You’ve supported CPOs from partner clinics in working with the Hero Arm, what’s this part of your job like?
No matter where a prospective user is, I want them to have a positive experience with the Hero Arm. This starts with making sure their clinician is familiar with the device and comfortable with upper limb prosthetics. Despite all the technology that exists in this arena, there are few CPOs across the US who work with this population regularly. It can be tricky for both the CPO and the patient when the CPO has limited upper limb experience. Because we see these patients regularly and know the ins and outs of our products, Open Bionics clinicians are uniquely able to train and advise CPOs who may not have as much experience with the Hero Arm. We can help our clinical partners understand which patients are good candidates, how to get the right measurements and fit, and what resources are available to train with the arm after delivery. I think it is important for prospective Hero Arm users to feel empowered and supported through the whole process, and I am happy to play a part even outside of my own clinic.
Do you want your prosthetist to fit you with a Hero Arm?
What does your working day look like at Open Bionics?
Every week seems to come with its own opportunities and challenges. One week I might be doing a lot of plaster modifications and printing check sockets, and the next week might be filled with consultations with prospective new users. There is a good balance of meeting with prospective and current patients, fabrication and working with my hands, documentation (lots of documentation), and everything in between.
I was fortunate to have a couple of unique opportunities at Disney World this summer, including being part of a magical new cover reveal and presenting at a conference. I really enjoy having this variety – it helps me understand different sides of the field so I can figure out where I best fit in.
Who would be the ideal candidate to join the team at Open Bionics?
I think Open Bionics is a unique company to work for because it is not your typical O&P clinic. For me, that was one of the things that drew me to the role. Someone who wants a job that is “a little different” and who isn’t afraid to fill in the details of their job description would thrive here. You have to be ambitious and creative to solve problems that do not always have a clear answer or precedent. Another key aspect of the job is that it requires working independently and staying on track without other co-workers in your physical office. Personally I was not sure how I would do in this setting, but I have loved running the Orlando office myself and I still have plenty of support from co-workers, even if it is virtual.
Samantha adds: when we first met I tried to stress how a startup environment is unusual and how it can feel a bit like a ‘choose your own adventure’ game. Do you think that was a good way to describe it, looking back on it?
Absolutely! In fact, that phrase has really impacted the way I look at my role as well as my patients’ experiences. No one wants to be siloed or have their story written for them. The Hero Arm can help a kiddo break out of their shell and try new things, even things that weren’t previously achievable. A patient’s experience with the arm is what they make of it. I love that this company adopts a similar approach with its employees. As I continue at Open Bionics I can imagine different career paths and that genuinely excites me.
What’s the most difficult part of your job?
The trickiest part of the job so far has been setting and managing expectations. It is easy to get caught up in the excitement, especially at the beginning of the process. It can be really disappointing and discouraging when obstacles come up. Sometimes it takes us extra long to receive sufficient paperwork or win insurance approval for a Hero Arm. The system is not always friendly and intuitive, and it requires patience and perseverance. Then after delivery of the prosthesis, it is crucial to have a plan in place for training and getting used to the arm. My experience and feedback from patients have taught me how I can improve my communication from the start.
Tell us about the types of patients you see at the clinic
I have been pleasantly surprised by the diverse set of patients coming through the Open Bionics hand and upper limb clinic. So far, I have worked with kiddos as young as 6, and adults as old as 83! A good number of my patients have congenital limb differences but I have also seen users with acquired amputations from various causes, including several with bilateral or quadrilateral amputations. I especially love working with kids! It’s a fun collaboration with the young person to see how the Hero Arm fits their routine, and how else it can really enable them to achieve what they want when they have already shown their independence and adaptability.
What are you looking forward to over the next year and maybe even 5 years?!
That is a great question! I have found a passion for several parts of this job, including digital workflow and patient advocacy. I hope that over the next year I can start fleshing out these interests and integrate them into my practice and my role in OB as a whole. I am excited to see how this company continues to grow over the next five years! I hope that I can play a part in streamlining our workflow, developing and testing new products, and helping to make prosthetic care more accessible.
Want to join the team at Open Bionics? Visit our Careers page for full list of vacancies or see below.
Certified Prosthetist/Orthotist (Chicago, Illinois)
We are looking for a highly passionate individual who believes that innovative prosthetic solutions can enhance users’ quality of life. As our Certified Prosthetist/Orthotist, your goal is to deliver state-of-the-art prostheses and services to clinical partners and users of our cutting-edge assistive technology.
Certified Prosthetist/Orthotist (Charlotte – North Carolina)
We are looking for a highly passionate individual who believes that innovative prosthetic solutions can enhance users’ quality of life. As our Certified Prosthetist/Orthotist, your goal is to deliver state-of-the-art prostheses and services to clinical partners and users of our cutting-edge assistive technology.
Certified Prosthetist/Orthotist (San Jose – California)
We are looking for a highly passionate individual who believes that innovative prosthetic solutions can enhance users’ quality of life. As our Certified Prosthetist/Orthotist, your goal is to deliver state-of-the-art prostheses and services to clinical partners and users of our cutting-edge assistive technology.
Certified Prosthetist/Orthotist (Tracy – California)
We are looking for a highly passionate individual who believes that innovative prosthetic solutions can enhance users’ quality of life. As our Certified Prosthetist/Orthotist, your goal is to deliver state-of-the-art prostheses and services to clinical partners and users of our cutting-edge assistive technology.
Certified Prosthetist/Orthotist (Arizona – Phoenix)
We are looking for a highly passionate individual who believes that innovative prosthetic solutions can enhance users’ quality of life. As our Certified Prosthetist/Orthotist, your goal is to deliver state-of-the-art prostheses and services to clinical partners and users of our cutting-edge assistive technology.
Certified Prosthetist/Orthotist (Georgia – Atlanta)
We are looking for a highly passionate individual who believes that innovative prosthetic solutions can enhance users’ quality of life. As our Certified Prosthetist/Orthotist, your goal is to deliver state-of-the-art prostheses and services to clinical partners and users of our cutting-edge assistive technology.
Don’t see a CPO role that’s right for you?
Register your interest in joining our clinical team. We’re looking to work with more CPOs across all States.
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