Written by: Gretchen Sims | Editor-in-Chief

The first face students see when walking into the Student Health and Counseling Center is often Medical Receptionist, Crystal Ross, always donning an earnest, welcoming smile. Her friendly demeanor fits right in with the center — as if she’s always been there — but what many students don’t realize is that it took a lot to get there.

While Ross is best known for her work at the front desk of Western’s Student Health and Counseling Center, she spent many years working in the field before settling down at Western.

“Well, I met my husband in 1997, and we were both working in the same company in Dallas. The economy was a little unstable and the person who owned the company was selling it and so I told my husband, ‘If we’re both here when this place goes down, or goes under, because I’m pretty sure it’s going to, we’re gonna be in trouble,’” Ross said. 

Ross then made the ultimate decision to go to school for Medical Billing and Coding. She went to a trade school for a year — working graveyard shifts at the company with her husband and going to school during the day. 

After receiving her certification in Medical Billing and Coding, Ross took her internship, or practicum, at West Salem Family Practice. When a receptionist position opened up, she decided to apply.

“It was like a step, a foot in the door, and within three months, they had an opening in their business office so I ended up getting to go into the business office and use that Medical Billing and Coding knowledge that I had. And, so I was there for nine years, and a friend of mine, who was also a coworker, she had come to Western and was working in the Student Health and Counseling Center and she’s like ‘I think you’d really like it here, they have a receptionist position open; you should apply,’” said Ross.

Ross felt that there was nowhere to go in her job at West Salem; she felt like she couldn’t move up and had no room to grow anymore, so she decided to take the opening at Western.

“I guess the rest is history. They told me when I interviewed there would be potential for me to do some Medical Billing — that they were trying to get that started — and I have done some Medical Billing and Coding here. I used to have an office in the back, here, and then when COVID happened, and we lost some of our employees, I went back up front, and I feel like I really just thrive there,” Ross said.

Ross has come to love her home here at Western. 

“My favorite part about (Western) is definitely the students… definitely the students. I love working with the students, I love getting to know them. I try really hard to remember things about students and what they tell me.”

Unlike some larger schools, Western has the unique privilege, in part, due to its size, of fostering strong and consistent communication between departments. 

“…I also really like that I can reach out to someone in other departments and know that they’re going to do their best to help me. Whether it’s helping me personally, or helping me help a student, I just think that Western being as small as it is, we really do well at helping each other help the students,” said Ross. 

Ross loves animals. At home, she has two rabbits, four cats, three dogs, a lizard, a snake, two horses, six ducks and 12 chickens, so, naturally, she feels passionate about the SHCC’s local squirrel. 

“Oh my gosh,” said Ross “I love the squirrel. I love all of the squirrels on campus, I just think they’re such a fun, neat animal and so I’ll see this little guy hop around on the sidewalk in front of our building, you know, of course, in and out of the trash can. I call him Benny… I just thought it was a cute name and… I gave him food one day… ooh I know… I gave him a little peanut. I know, I don’t make a habit of that, because I don’t think they really want you feeding them, but… so yeah, Benny hangs out, I see him every day, running around, in front of the Student Health and Counseling Center — he’s our little mascot,” Ross said. 

Working with students is a passion of Ross’s: she loves every one of them here at Western, but oftentimes, at the front desk of the SHCC, Ross sees them at their lowest. Ross is widely regarded for her optimism and friendly and welcoming personality, and while it’s not always easy, Ross always manages to keep a beaming smile on her face. 

“I had a pretty traumatic childhood myself, and once I got away from the trauma, and I realized the things this person had said about me were not true — it was my ex-stepdad — I just thought, I need to be a cycle breaker, I need to be someone who cares about other people and shows that I care about other people,” Ross said.

Ross attests to the importance of putting her best foot forward when she walks through the doors of the SHCC each morning.

“My goal when someone walks through our doors is for them to have a positive experience because oftentimes they aren’t feeling well. So, if just smiling and being kind can help them feel better, that is my goal. A friendly face can make all the difference,” said Ross. 

“I always tell my kids that, even if I’m having the worst day, none of my students are ever going to know — that I’m having a bad day — because I need to be the person that students can come to and know that they’re going to be taken care of, regardless of how my day is going. I want to be that positive light, I want to show people that I care about them, so I just think that I come to work every day knowing that I am impacting so many people’s lives. That just helps me keep that positive attitude, because I know that everybody has things that they’re going through and sometimes, all you need is one person to be kind to you and that can change your whole entire day — it could change your whole entire mood — and so if I can be the person who is the bright light for that person’s day, then that’s what I want to do,” Ross continued. 

Besides simply being a bright light to the students here at Western, “I also have the privilege of helping these young adults learn how to navigate the healthcare system, which can be overwhelming for anyone. A lot of students are far from home and need guidance. I feel honored to be part of helping them grow and learn. I am a mom, so I think about how I would want my children to be treated,” said Ross.

Ross has several tattoos ranging from her first, which is of her favorite Disney character, Eeyore, to a Gemini astrological sign as a memorial to her father. 

“Then I have one more, it’s on my chest here, so I was a teenager in the 90s, so 90s grunge and alternative music, that is my jam — that’s my favorite thing. My most favorite band in the world is Soundgarden, which was actually my very first concert when I was 18, and Chris Cornell, who is the lead singer of Soundgarden, completed suicide about almost seven years ago. That was really hard for me because my childhood was… traumatic, and music was my outlet. If I was having a bad day, or just needed to be calmed down, music was always my outlet.”

Ross has had the tattoo since Cornell passed away.

“This, here, is Chris Cornell’s autograph, and then this is the lyric from the song ‘Black Hole Sun’ and it says ‘No one sings like you anymore,’ and I thought that was appropriate because no one will sing like him, and that was a song that he wrote,” Ross said. 

Ross loves all of her students — “Yes, I refer to all of you as my students,” — and wants them to feel seen, heard and validated. She aims to make the SHCC as welcoming to students as possible. 

“My goal when someone walks through our doors is for them to have a positive experience because oftentimes they aren’t feeling well. So, if just smiling and being kind can help them feel better, that is my goal. A friendly face can make all the difference,” Ross said. 

With all of that love for students, Ross wanted to leave them with a piece of advice.

“Always believe in yourself because even if you feel like the weight of the world is on your shoulders, it will get better. It will get better. There are people out there that care about you and want you to succeed. Sometimes you don’t always know who those people are and they’ll come into your life when it’s the right time,” said Ross. 

The SHCC is a fantastic resource for Western students. Whether it is to just stop by for a piece of candy, to get some studying done or to, of course, make a counseling or doctor’s appointment, Ross wants students to feel welcome and encourages them to swing by at any time. 

“I know that it’s my job, but it’s also my honor and my privilege to serve the students. I know it’s a job, you get paid for it, but it’s definitely something that I enjoy doing and I love coming to work every day and knowing I am making a difference.” 

Contact the author at howleditorinchief@mail.wou.edu