Worcester Business Journal

H E A LT H C A R E F O C U S Kiritsy brightens everyone's day BY ADRI PRAY Special to WBJ M eridith Kiritsy under- stands how daunting physical therapy can be for patients. at's why at Central Mass Physical erapy & Wellness, she makes it her mission to be an upbeat presence putting patients at ease long before they enter an exam room. "I want to be a happy face when they walk in," she said. "To put a little bit of their fears aside." For the past decade, Kiritsy has been doing exactly that at the West Boyl- ston office: greeting each patient with warmth and respect. To her, it's not just a pleasant way to get through the day; it's a mission, and oen, a lifeline for the people who walk through the door. A Worcester State University health sciences graduate, Kiritsy spent the early part of her career in the insurance industry where she picked up one of her most enduring lessons on her very first training day at Hanover Insurance Group. "We were told to, 'Talk with a smile,'" she said. "All that training in customer service, it can translate to any situation, any industry." Aer having three daughters, she stepped away from insurance to focus on her family. Years later, a close friend who happened to work at Central Mass Physical erapy told her there was an opening. She decided to give it a try. "I thought it was a fun, interesting place, but serious," she said. She started part-time at 15 hours a week in 2016. en the hours snow- balled. Within a year she was full time. Kiritsy's role defies standard job descriptions. She describes herself as a Swiss Army knife and supports anyone in any way she can. Staff scheduling, answering phones, ordering supplies, banking, IT troubleshooting, directing patients, supporting other offices – if something needs doing, she's usually the one doing it. "I'm leaned on all day long, and I love it," she said. "ere's probably blips of half an hour at a time when no one bothers me, but I love it." Her colleagues call her the heart of CMPT, a grounding force who keeps the clinic running smoothly and the team closely connected, said Michael Roberts, owner of the practice and a physical therapist. Kiritsy is the glue holding the organization together, who is endlessly loyal, relentlessly enthusias- tic, and without a negative bone in her body. "She's humble, one of the kindest humans you'll ever meet," Roberts said. "She helps as many patients and clini- cians as she can. She's oen seen as the go-to for anyone on staff." Her leadership is humble and seam- less, and her coworkers paint a portrait of someone whose care extends far be- yond office tasks, Roberts said. ey've watched patients come to her not just with appointment questions, but with personal struggles, knowing they'll walk away feeling heard and validated. Kiritsy once hugged a grieving widower who later told her it was the brightest moment he'd had in weeks. She walked with a patient during his therapy sessions, no matter how busy her day was. She brings baked goods to patients who have endured losses. She checks in on families going through medical crises; remembers weddings, anniver- saries, surgeries, and graduations; and calls patients on her own time just to see how they were holding up. Kiritsy credits her relentless positivity to her upbringing, and that mindset shapes every interaction she has. "If I can help someone feel better about their day, I will go above and beyond. 100%," she said. She recalled an instance when a patient, who uses a walker, arrived at the office for his first appoint- ment grumpy and closed- off. Kiritsy was met with some opposition when she stepped in to help him maneuver through the doorway, and from then on she made it her mis- sion to brighten his day. Over time, he soened. "Now I bring him cook- ies once a week when he comes in," she said. "He walks in now, and he's a celebrity." Outside the office, Kiritsy stays ground- ed with her family and two dogs, and she spends lots of time outdoors. But even with a full life at home, her affection for her workplace is unmistakable. "In 10 years, I haven't had a day where I didn't want to go to work," she said. "It's easy to be there. It's easy to want to do good things there because the people around me are the same. It's supportive." Meridith Kiritsy Office manager Central Mass Physical erapy & Wellness, in West Boylston Education: Bachelor's degree from Worcester State University What's the best and worst aspects of working in health care? The best part of health care is it to be a happy face when they walk in and put a little bit of their fears aside. The worst part is insurance, and having to explain to patients they owe thousands for their visit because they have a deductible. Healthcare Support Staff of the Year W PHOTO | COURTESY OF MERIDITH KIRITSY wbjournal.com | December 1, 2025 | Worcester Business Journal 17

• Cover