Yasmin A. Rheubottom Smith
Yasmin Rheubottom is the Manager, Operations and Guest Relations at the Emond J. Safra Family Lodge. Ms. Rheubottom Smith oversees daily operations and guest relations of the Edmond J. Safra Family Lodge team whose mission is to provide superior customer service as the “Face of the Organization” through meeting, greeting, assisting and way-finding measures established by the organization.
Ms. Rheubottom Smith leads in a proactive, customer responsive manner consistent with the NIH/CC vision and value, ascertains customer needs/requirements, solicits feedback and makes appropriate decisions. She proactively collaborates within and across department to meet organizational goals. As such, providing superior customer service to our patients, their families at the Lodge. Ms. Rheubottom Smith extends this service through her collaborative partnership across the NIH institutes and centers, The Foundation for the NIH and The Children’s Inn to achieve an extraordinary experience for The Edmond J. Safra Family Lodge’s patients and their families.
Prior to her current position, she was a highly accomplished Program Specialist for the Clinical Center Hospitality Service, Medical Record and Credentials Professional offering a solid background spanning 30+ years. She is an innovative thinker and leader, having established policy and procedures for more than one employer throughout an expansive career.
A native of Washington, DC, Ms. Rheubottom Smith now lives with her husband and their pet Chihuahua in Burke, VA.
Rose-Angel Marcelin Brown
Rose-Angel Marcelin Brown is the Program Specialist at the Edmond J. Safra Family Lodge at NIH. Mrs. Marcelin Brown provides program support and administrative functions including organizational and program structures, processes, services, projects, and resources. Mrs. Marcelin Brown oversees several other programmatic activities that includes: program management, analyzing data, and providing long-term resolutions.
Prior to her current position, she worked as the contract supervisor for the Family Lodge. She is highly skilled with 15 plus years of experience in hospitality and customer service. Her customer service skills translate to improve the workflow and the work environment.
Marcus Means
Marcus Means has been with the Clinical Center Volunteer Program as Volunteer Coordinator for four years. The Volunteer Program has a volunteer corps of 182 dedicated volunteers that service 29 departments in the Clinical Center. Since 2018, the program has increased the number of retiree volunteers by 20%.
“I find that the volunteer program has established a sense of dedication and enthusiasm that aligns with the mission of NIH,” Mr. Means said. “Also, our volunteers stand ready to help patients and their families so that their hospital experience is stress free.”
Marie Riordan Kaplan
Marie Riordan Kaplan has been the supervisory contract librarian at the NIH Patient Library since 2003. Before arriving at NIH, Marie served as a communications attorney in Washington, DC, and held various legal and financial services related positions while she raised her three children.
As librarian, Marie has overseen the automation of the patient library catalog, managed two physical moves of the library, inaugurated digital services, and successfully shepherded the library through disruptions caused by government shutdowns and the COVID-19 pandemic.
Her passion is crafting a specialized collection to serve the unique and diverse needs of NIH patients, as well as providing excellent customer service to the patients, caregivers and staff of NIH. In 2005 she was awarded the Clinical Center Director’s Award “for creativity and dedication in developing and implementing a proposal for relocating and improving the Clinical Center Patient Library.”