Malcolm RossAdministrative Assistant, Orthopedic Surgery and Sports Medicine

Malcolm Ross has worked as an administrative assistant in Orthopaedic Surgery & Sports Medicine at Children's National for more than 12 years. Ross has dedicated his time to the patients and families at Children's because he says that the ultimate goal is greater than any one person's position.

"Our job is to make children's lives healthier and happier," said Ross. "The collective efforts of every employee are geared toward that purpose. We are connected and dedicated to that goal."

Ross found his niche at Children's in the Orthopaedic Surgery & Sports Medicine department, providing families with one of the most important aspects of any organization's quality customer service.

"Building a rapport with our patients and their families is important and vital to their care and treatment," said Ross. "So often automated services and menus are the first contact most people experience when dealing with customer service; I want their experience at Children's to be different."

It's the simple pleasures that remind Ross of why the staff at Children's National works so hard to provide such excellent service. Throughout his 12 years with the hospital, his favorite moment came from seeing the happiness one child felt after recovering from an injury.

"One of my best experiences here at Children's was seeing a young patient who just had his cast removed; he was laughing with delight, dancing around and waving his arms," said Ross. "The joy of his newly restored freedom radiated from him. It's always great to see a kid get back to being a kid again."

Ross hopes to make sure that he has done his part to make every patient's experience at Children's National a good one.