March 31, 2025
Can you tell us about your career at Yale?
As a Registered Nurse with over 25 years of experience in healthcare, I joined Yale Medicine as a Senior Clinical Practice Manager for Ambulatory Operations in November 2022. I am proud to work with clinicians delivering world-renowned patient care, developing new cures, and training the next generation of healthcare providers. I am also an active member of Yale University’s Women’s Working Network and LGBTQ Affinity Group.
What are some of the primary responsibilities in your current role?
I oversee front desk operations for 14 specialty clinics within New Haven. My team consists of two Operations Managers, eight Leads, and approximately 60 Clinical Receptionists. Together, we go above and beyond to ensure that every patient has the best possible experience. Additionally, I am honored to partner with Maya Polan in NHHI’s On-The-Job-Training Program, where I have the privilege of coaching and mentoring New Haven residents towards their career goals.
Aaliyah Chavis (seated), Ebony Lloyd, Erica Penton.
You are a great support of the New Haven Hiring Initiative, and many of your team members came through our On-The-Job-Training (OJT) program. What is your message to job seekers?
I cannot say enough about this amazing program! This unique opportunity provides 1:1 coaching and hands-on training in our Ambulatory Care Clinics to give each OJT member the tools they need to build a successful career. I encourage everyone to step out of their comfort zone because you really don’t know what you’re capable of until you do. The most successful OJT participants are those who take every opportunity to learn all they can while in training – take notes, ask questions, be curious not judgmental, celebrate the successes and learn from the challenges.
Recently some of your OJT hires have secured regular positions at Yale. Do you always encourage your temporary employees to pursue full-time jobs?
I encourage every trainee to pursue their goals; some people come with very specific career goals and others are looking to gain professional experience without a plan in mind. My job is to identify and nurture their strengths, while providing guidance in areas needing growth. Throughout the program, these individuals will experience valuable lessons in communication, customer service, dependability, initiative, job knowledge, teamwork, technical skills, and work quality that can be applied to any future career.
As someone who conducts dozens if not hundreds of interviews, can you share some tips?
Healthcare is ever-changing, and we need people who provide exceptional patient care and customer service above all else. Work experience and technical skills are important, but when I’m interviewing someone, I want to know who they are, not just what their resume says. I look for open-minded individuals that are eager to learn and grow. I ask interview questions based on our Standards of Professional Behavior: Patient-Centered Care, Respect, Compassion, Integrity, and Accountability. I’m looking for candidates to share real-life experiences that demonstrate their alignment with our core values. My greatest advice is to be yourself and let your light shine through.