OneWorld Community Health Centers | EXCHANGE Issue 3, 2025
SHINING A LIGHT BEHIND THE SCENES
FROM OUR CE
As we transition toward autumn, we recognize that seasons of change can be beautiful, challenging and necessary. Harvest season is a time to prepare for the season ahead, as we celebrate each victory that contributes to the harvest. Each person makes a difference. In this issue of
The Exchange 2025, Issue 3
EDITORIAL AND CREATIVE
Development and Communications Director Erik Servellon
Associate Director of Communications Corey Oldenhuis
The Exchange, we highlight some of the many OneWorld teams whose work is the backbone of patient care – even when their work occurs behind the scenes. Our work together, though demanding, is deeply rooted, full of life and lasts forever. We carry gratitude for each person who is part of the work.
Communications Lead Mackenzie Krumland
Content Writer Melissa Breazile
Visual and Digital Communications Specialist Alonso Castillo
Andrea M. Skolkin Chief Executive Officer
CONTENT
STAY UPDATED
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Digital Patient Portal enhances care
Referrals personalize patient experience
Lab team merges empathy with expertise 8 Facilities team creates foundation for future 10 Chatting with the Chief Administrative Officer 12
Cultivating public trust
Ethics is foundational at OneWorld. And while we don’t do it for the awards, it was an honor to be recognized by the Better Business Bureau of the Midwest Plains as a 2025 BBB Torch Awards for Ethics winner. Specifically, Better Business Bureau noted OneWorld’s dedication to health care for all people, support for the most marginalized, equal access to quality care, compassionate treatment, and full accountability and transparency.
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How you can contribute to Care for All People
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EXCHANGE | ISSUE 3 2025
At OneWorld, we welcome all people.
Last year, 53,000 patients turned to OneWorld for their health care needs. The first stop for many patients? A front desk. Whether at an office within the OneWorld Livestock Exchange Campus, or at one of the satellite clinics, patients look to the person behind the front desk for direction, information and sometimes reassurance. “Looking around at how the environment is, you’re going to be the first contact with the patients when they come to the clinic,” said Patricia “Pathy” Paniagua, Operations Supervisor – Front Desk. “So it’s very important to keep it kind and compassionate, because we don’t know what they’re going through. It’s important for us to provide that quality of service.”
Opening doors for patients & staff alike
To Patricia “Pathy” Paniagua, the OneWorld front desk doesn’t just set the tone for patients on their way to an appointment. It’s a place where, for employees, a passion for the work can spark professional growth and fulfillment. Paniagua, who serves as Operations Supervisor – Front Desk, connected with OneWorld nearly a decade ago while taking classes at the Learning Community Center of South Omaha. From there, she applied for – and landed – a front desk position at OneWorld. That role introduced her to the health care sector and offered her a chance to practice English. She didn’t expect to become a supervisor. “It was definitely an adventure for me, a really good one,” Paniagua said. “I feel really blessed and lucky to work here. I have amazing coworkers. I love helping people … and I feel like that is the ultimate goal for me, to serve others and give what they deserve.” As a supervisor, Paniagua mentors the Patient Registration Specialists who work at the Livestock Exchange Campus (another supervisor oversees front desks at other OneWorld locations). She said she shares some of her story with team members to inspire their own journey of learning and growth.
Estrellita Mata is a Patient Registration Specialist who started her role in 2022. She heard about the job from her sister, who also works front desk at OneWorld. The job sounded interesting to her; she wanted to learn new skills in a different environment. Gaining medical knowledge appeals to Mata. While
Pathy Paniagua Operations Supervisor - Front Desk
OneWorld training helped her build proficiency in tasks like using electronic health records and payment systems, she said she still learns something every day because she interacts with everyone from the social work to nursing teams. Training also emphasizes strong customer service. Front desk staff often need to be ready to solve problems, ask smart questions and connect patients with the appropriate resources. For example, Mata said patients sometimes arrive
frustrated after having been turned away from other clinics. In those moments, she strives to provide information that will help.
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At OneWorld, we lead with kindness.
For most patients coming to OneWorld, their experience starts with a phone call. From scheduling a primary care visit to seeking help with an urgent health problem, patients rely on a voice on the other end of the line. That voice? It belongs to a member of the OneWorld Customer Service Phones Medical team – and someone who is ready to listen, answer
questions and guide patients to the next point in their health care journey. “I think since we are the first point of contact with OneWorld, we want to leave a good impression with the patients,” said Rebeca Avila, Customer Service Phones Medical. “We want to make sure that once we hang up, that they are feeling like they have the resources they need.”
Unwavering calm amid uncertainty
When answering more than 70 patient phone calls a day, anything could happen. A call could be straightforward: Dental team, please. It could be more involved: Who do I talk to about an expensive procedure? It could be an emergency: I’m having chest pain – what do I do? One recent call was fresh on Bianca Reyna’s mind, though. Reyna, of the Customer Services Phones Medical team, had talked with a man who called with concerns about his wife’s mental health. While they talked, the man was trying to call other places for help too. His worry stood out. Reyna checked schedules to quickly get his wife, a new patient, in to see a primary care provider – who could then make a referral to the behavioral health team. As she set appointments in motion,
she talked through each step of the process with the husband. “After that what really helps is knowing and hearing their calmness and the fact that they’re reassured with their appointment or with any resources that we do offer. I personally don’t like to end the call with a loose end. I want to do as much as I can to get them help, or answer their question as best as I can,” said Reyna. While members of the Phones Team are
accustomed to quick thinking, they have processes and resources available to help.
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At OneWorld, we increase access.
The OneWorld Patient Portal is an online tool that allows patients to better connect to their own health care. Patients can make appointments, fill prescriptions, review their medical records and health history, and receive reminders.
Yet one of the most popular features, for patients and providers alike, is the ability to send secure instant messages. For OneWorld staff, that means less time making and returning phone calls and more time on patient care, according to Project Manager Robin Nelson.
Digitally enhancing real-world care
With just a few taps on the pixels of a smart phone screen, OneWorld patients can quickly schedule an appointment or send a message to their provider. But behind the screens are very real humans working to deliver a user-friendly digital experience for patients. Robin Nelson, Project Manager, started at OneWorld a few years ago to help build the Patient Portal and streamline internal projects and processes. Prior to joining OneWorld, she worked as a Radiologic Technologist for a private imaging center – often conducting MRI and CT scans for OneWorld patients. Working directly with patients for most of her career has given her motivation that she now uses as a project manager. “The patients always come first,” Nelson said.
The OneWorld Patient Portal is one way to connect people with the information and services they need to improve their health. Hosted by Intelichart, it is accessible via internet browser or smart phone app. Launched in 2023, the Patient Portal’s first features allowed users to access their medical records, request prescription refills and send secure messages to their providers. Since then, new features have allowed patients to schedule appointments for themselves and their children. Soon, patients will be able to complete questionnaires before their appointment – saving them time while waiting to see their provider. Building and customizing the Patient Portal for OneWorld’s needs took thoughtfulness, persistence and collaboration. Nelson joined forces with leaders of the operations, medical and nursing teams to determine how the system might look and how patients could interact with it. For
“That’s why we’re here – for the patients … helping people recover and improve their overall health, and to assist those who can’t afford health care get the services they need.”
example, how far in advance of an appointment can a patient schedule? What questions does a patient need to answer before scheduling?
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At OneWorld, we provide excellence in care.
OneWorld’s Health Assistants and Medical Assistants – who have varying levels of training and certifications – comprise the nursing staff team. Their responsibilities are vast and depend on clinical setting, but typically a member of this team is with a patient from start to finish. Team members receive on-the-job training. What matters more, though, said Associate
Director of Nursing Tania Murrell, is a willingness to overcome barriers and to “find pathways to yes.” She said community members who have faced barriers themselves bring passion to the work. “We’ve been blessed that way, that sometimes our own community has the gifts that propel us going forward,” Murrell said.
Charting a course of healing through connection Every time a young patient came in for an appointment, she remained silent. Staff at the School-Based Health Center knew not to expect a verbal response from her – she was shy and reserved. But that didn’t stop staff from attempting to age, regardless of what’s going on at that day for that visit,” said Associate Director of Nursing Tania Murrell, who oversees members of the nursing staff team. “They have to find a way to connect with all of them, and they do.”
It’s a character trait that underlies all the technical abilities that are required of nursing staff. Murrell said members of the team – Health Assistants and Medical Assistants – thrive on making a difference, taking care of their community and challenging themselves. “They don’t do it so that it’s highlighted, they do it because that’s what feels good for them,” Murrell said. “That’s what morally they find correct, and so they want to live by that.” Many incoming nursing staff at OneWorld are early in their careers. While prior experiences vary, staff members often start as Certified Nursing Assistants, or CNAS (at OneWorld, CNAs are called Health Assistants). Medical Assistants (MAs), by contrast, have an associate’s degree – about two
build rapport with her. Elizabeth Chavez-Troester, Certified Clinical Medical Assistant 5, waved hello to the student in the hallways. She learned the student liked cats, so every time the student came in, Chavez-Troester gave her a cat sticker. She hoped, eventually, the student might feel confident enough to speak to the staff. One day, after a co-worker took the student’s vital signs during an appointment, Chavez-Troester heard a voice. She asked her co-worker to repeat herself … but it wasn’t her co-worker. “It was actually the patient,” Chavez-Troester said. “It just threw us by surprise because we had never heard her speak until that day.” It was just a brief sentence, yet that first sentence aloud came after six to eight months of continued effort to build connection. Creating a sense of safety takes time. “Our team has to know how to connect with patients and gain their trust regardless of their
years of training compared with a much shorter CNA program.
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At OneWorld, we build trustworthy relationships.
While clinicians provide direct care to patients, the Patient Support Team helps open doors for people who need it. This team has three key functions: language services, referrals and case management. Case managers provide support for cervical cases, breast cases, some aspects of tuberculosis cases and more. Meanwhile, interpreters from the team
can provide in-person support for patients who speak Q’anjobal and Karen. “I think that’s what sets us apart as well,” said Patient Support Supervisor Yesenia Chavez. “We’re not just trying to schedule and get them out of the door. We’re, we’re forming that relationship and we’re making the patient feel comfortable.”
Prepare, Educate, Empower: Equiping patients with personalization
It all goes back to a binder. Like Mary Poppins’ magic bag, just the right thing can be summoned from the binder at just the right time – if you know how to use it. Inside the binder are resources that help OneWorld patients tap into additional health services, or referrals. It’s the job of the Referral Care Coordinators (RCCs) to know the myriad resources contained within the binder and how these resources can be applied to a patient’s specific needs. For example, a patient who comes to their primary care provider for a concern might need a referral to a cardiologist. After the primary care
appointment, the team of RCCs is tapped to find an appropriate specialist, while working with the patient to overcome any barriers that stand in the
way of taking the next step for care. “It’s a lot more than just getting them
scheduled,” said Patient Support Supervisor Yesenia Chavez. “It really is helping them in every aspect of their referral, so that, one, they feel comfortable going to that appointment, and then two, feeling comfortable
also accepting another referral that would come after that.”
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More than a poke: Merging empathy with expertise
Having blood drawn can be nerve-wracking for some patients. Anxiety around needles is real, not to mention any wooziness at the sight of blood. For beginning phlebotomists, there can be a parallel stress on the other side of the needle. OneWorld Phlebotomist Jessica “Jessy” Gonzalez remembers her nervousness early in her career, when she learned to take blood from newborns to check their bilirubin levels. The procedure required a specific technique to hold the tiny foot while doing a heel stick. Having a child herself, she worried about hurting the baby.
“It was difficult for me at first,” Gonzalez said. “At first, you’re like, ‘I feel so bad. It’s a baby, they’re crying.’ But when it’s for their own good, for them to be healthy, then yes. Absolutely.” That drive to care for her patients – no matter how big or small – along with time and practice have led to a growing sense of confidence for Gonzalez. Six years since her first days at OneWorld, she is now sharing her expertise as a preceptor by training incoming lab staff and phlebotomists. Even though Gonzalez said she’s still learning, she said confidence and developing trust with patients is essential to a phlebotomist’s success. Just as she became adept at a procedure that once scared her, she sees trainees grow their own confidence from “zero to a hundred” over a course of days. OneWorld’s lab employees enter with a range of prior experience. If they aren’t already certified in phlebotomy, they must complete their certification within three months of employment. Along the way, they learn techniques, preparation, equipment and safety.
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At OneWorld, we exceed expectations.
For many patients seeing a OneWorld provider, their visit ends with lab work. The type of lab work depends on the reason for their visit. Most often, patients need blood draws. The lab also processes urine and stool samples, swabs for STIs, Covid-19 tests and more. For the Lab Team, compassionate patient
care and close attention to accuracy are key to delivering accurate and timely diagnoses. “[We] really are behind the scenes, but we are the patient’s last stop. So often we get all the questions that the patients think of after they see the providers,” said Lab Manager Joseph Luna.
And of course, along with the technical skills, they learn to simultaneously provide good patient care. “I think the number one trait that I can really see in my staff is resilience and knowing how to multitask,” said Lab Manager Joseph Luna, MPH, MLS (ASCP)CM. “When you go and draw somebody, you’re looking at the veins, you’re making sure you’re keeping an eye on your patient. Sometimes we have patients that pass out, so knowing those reactions and those cues… you really have to know how to work on those tough situations and know when to call for help.” For a patient experiencing a blood draw, that “poke” is the most visible part of the lab team’s work. For the Lab Team, the poke is one of many steps in phlebotomy that require close attention. Anyone who has had blood drawn may have noticed a rainbow of test tube colors. There’s a reason for the spectrum: the color codes indicate test type. Luna said his team is taught to look at each lab ordered because they need to collect different types of samples based on the complexity and methodology of the test. “My team has to know that a [Complete Blood Count] goes with the purple top, or a [Comprehensive Metabolic Panel] goes with the ‘tiger’ top,” Luna said. “All of those have different components within the test tube, so very different anticoagulants, some tubes will yield serum and another will yield plasma. When my team sees these labs, there’s a test code [ associated with the required color tube and volume]. Everything could be as low as 0.1 mL to sometimes 2 mL. So, it’s knowing how many test tubes are going to be needed, the color of the test tubes and then making
sure we process everything correctly.” The importance of correct processing can’t be understated. Patients and providers rely on accurate lab results for disease treatment and diagnosis, and even routine labs can leave patients feeling vulnerable as their samples are taken and processed. For patients who are having lab work done as part of immigration screenings, Gonzalez knows that this moment is of great importance. No matter what brings a patient to the OneWorld Lab, the team is ready to support them along their health care journey. Along
with confidence, empathy is key. “I love that even though I’m doing
phlebotomy every day, it’s different every day,” Gonzalez said. “We work with all kinds of patients and different languages. I love that patients feel comfortable coming here. Some might even say it just feels very homey. For me, when I work with patients that speak my native language, Spanish, it’s
like I’m taking care of my grandma, my grandpa, my dad, my mom. And I love that.”
At OneWorld, we care beyond the clinic walls.
OneWorld’s physical presence spans from a trio (and soon to be quartet) of buildings that comprise its main Livestock Exchange Campus in South Omaha, to satellite clinics and offices across the Omaha metro area. Like patients, OneWorld’s buildings need routine care – and sometimes have emergencies. Enter the Facilities Maintenance Team, a lean crew who pride themselves on working in the shadows to offer patients a clean, comfortable experience.
Antonio Degante is the kind of guy who answers your phone call while working on the roof of a building – on the first ring. As Facilities Maintenance Manager for OneWorld, it’s not uncommon for him to be on a roof. But for a couple of weeks this summer, he and his team were pouring over the malfunctioning air conditioning units that sit atop the northernmost of OneWorld’s three Livestock Exchange (LSX) Campus buildings. Inside the building, OneWorld leaders and staff sweated as Degante and his team felt the heat. The units are older, and concurrent issues interrupted progress. They’d even had two HVAC companies Collaboration creates foundation for future generations
take a look – but no luck. Until, eventually, success.
attracting attention, though he’s quick to give his team credit for working hard to deliver on the OneWorld mission. “We try to work behind the scenes quietly and try to be as invisible as possible to ensure that when patients come in, they feel comfortable and confident in the services that are being provided to them,” Degante said. He added that a clean, smoothly operating building helps build trust – and that’s especially important for a health care facility. Patients want to feel safe. And while paving the
“At the end of the day when my team was able to figure it out and get it going, it felt really good, like a great accomplishment,” Degante said. “That was the whole team – the Seldin [property management company] guys, our guys – coming together to get that working.” The OneWorld facilities team includes just
Degante and technicians Keith Mayle and Daniel Iniguez-Cabrera. They are responsible for building maintenance across OneWorld’s main campus and satellite locations. At the main campus, they team up with Seldin’s crew to cover building issues that arise there. In other words, the Facilities Maintenance staff is who
“
At the end of the day when my team was able to figure it out and get it going, it felt really good, like a great accomplishment.”
way for a welcoming patient experience is a priority, the Facilities Maintenance Team works
Antonio Degante Facilities Maintenance Manager
to ensure that their coworkers are taken
care of too – like staff who were affected by the malfunctioning air conditioning units this summer. “We try to work in the background to make sure that everybody’s comfortable,” Degante said. “Because to us, yes, our patients are our main reason why we’re there, but our employees also matter. If we didn’t have our employees in a comfortable setting, they wouldn’t be able to be as efficient in
responds when things break down or need fixing. The OneWorld crew meets each morning to plan their work on maintenance tickets that have come in. Yet, despite careful planning, surprises can and do arise. Emergencies pop up, from broken toilets to water leaks from neighboring units. Degante said no two days look the same, which means his team must always be ready to shift priorities while maximizing their time and resources. Meanwhile, Degante, Mayle and Iniguez- Cabrera keep a low profile as they provide regular maintenance services and respond to emergencies. Degante said they work “in the shadows” to avoid
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the work they do providing services to our patients.”
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Chief Administrative Officer Chatting with Jennifer Mayhew
Chief Administrative Officer Jennifer Mayhew oversees OneWorld’s Operations teams, focusing on efficient and mission-aligned health services. Her role supports clinical and non-clinical roles. In this conversation, she talks about bridging the organization’s strategic goals to day-to-day implementation.
Operations is a big department with diverse functions. How do you describe the work of the department? Broadly, our objectives are strategic plan execution in a performance improvement environment, with a focus on meeting regulations, supporting clinical quality objectives and minimizing risk. At our core is building and investing in our Operational workforce, and cultivating a strong, healthy internal culture that translates into high-quality patient-centered care. At OneWorld, even among non-clinical teams, you find that we are made up of folks whose hearts and minds bend towards service and support for our patients. Access is a value. We are really focused on evaluating where we are getting things right and where we have room to grow and improve, ensuring that our programs and services are meaningful and accessible to patients. How do the Operations teams directly impact patient care? My vision for Operations is to recognize that moments make mission. And so we have to be really intentional, even though we’re very systems focused. We have to take that down to the individual encounter, the individual patient level, and really think about how we’re communicating in the moment, because that patient’s entire perception is created from that moment, not through the workflow or the
larger system that we also must focus on. I think for Operational teams, it’s really about establishing trust and creating access. We’re listening to the patient and understanding what some barriers may be, and through that we know what services they may qualify for and how to get them the most help
that they can receive in their health care journey. In your time with OneWorld, what are you most proud of about the Operations team? I’m most proud of the values of Operations. These are teams that are dynamic and determined. Each team is composed of individuals who have this deep sense of responsibility for their work and passion for community and desire to serve. They’re not often direct patient-facing roles either. So to find folks who are committed to that and want to serve in ways that are non-clinical is really special. They embrace change as a constant in the world that we live in, and they are open and engaged in participating in the creation of the workflows and our service delivery models for patients. As you look to the future, what’s top of mind for you in your role? The new building is going to go a long way, not just for the people who are going to occupy that space from Behavioral Health and our training and workforce development areas, but it creates more
capacity, which is also desperately needed in the buildings we have on this campus.
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Thank you to all who have donated to continuing our mission to Care for All People!
Your support changes lives.
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At OneWorld, we live our mission in little moments.
One of OneWorld’s tiniest patients began their unexpected debut in the world on a Thursday morning. According to Director of Nursing Courtney Nelson, RN, MSN, a pregnant patient visited the Women’s Health Clinic due to pain. The Patient Registration Specialist quickly notified nursing, who then called upon a midwife. An assessment revealed the patient was in active labor. Other team members called 911 and directed EMTs, while the clinic manager oversaw process flow. “This is the definition of teamwork from the moment the patient comes through our doors to the moment they go out! This speaks volumes of the commitment everyone has to patient care and safety,” Nelson said. Maternal instincts react to support unexpected arrival
OneWorld staff sprang into action when an external agency referred a patient with a possible active tuberculosis case, requiring a last-minute chest X-ray. Arranging the X-ray was just one part of the crucial next steps. Multiple staff members immediately coordinated case management, transportation, communication with the referring agency, translation services, financial arrangements and efforts to avoid unnecessary exposure to others. The patient was able to quickly return home. “We truly encompassed our core values today and exemplified what an interdisciplinary team can achieve when we all work together,” said Family Practice Clinical Services Manager Oliver Ramirez-Gutierrez, MPH, BSN, RN, CDCES. Collaborative crucial next steps in crisis
A patient recently visited OneWorld for medication refills and for feeling unwell. Because of the patient’s demeanor during rooming, the Medical Assistant (MA) administered a depression screening. This and a subsequent screening indicated the patient was at high risk of suicide. The MA and provider, along with the Associate Nursing Director, collaborated with the Behavioral Health team to prioritize care for the patient. Team members stayed late with the patient to create a safety plan. Clinical Services Manager Marianne Toledo, BSN, RN, offered kudos to all involved. “They made this patient feel safe so she was able to share her situation and accept help,” Toledo said. “The team truly made a life-saving difference for this patient and her family.” Astute observations make an impact
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Together, we can protect our community’s health.
Dear OneWorld supporters,
Today, millions of people nationwide are at risk of losing access to health care. Federal proposals could make significant adjustments in Medicaid and other health care spending. Medicaid is a lifeline for community health centers – and most importantly, for those who turn to community health centers for care. OneWorld welcomes a large number of people who get health insurance through Medicaid and who might otherwise struggle to access primary care. OneWorld is a keystone of community health Last year, OneWorld served 53,000 patients from across 90 zip codes in the Omaha metro area – including veterans, seniors, working families, children and people living with disabilities. More than one in three patients use Medicaid to pay for their health care at OneWorld. This includes primary and preventive care services that help keep people healthy, and save costs down the line. Nationwide, health centers provide comprehensive primary and preventive care for 16 million Medicaid patients. We do this at a lower cost than other primary care providers, saving Medicaid $1,400 per adult patient per year and $800 a year for children. Community health centers offer a remarkable rate of return. Evidence shows: Community health centers save lives Community health centers provide care to all people, regardless of economic or insurance status. A recent study* highlighted their power to save lives, too. The study examined worsening mortality rates after 350 health centers closed nationwide in 2024. The affected counties experienced an increase of mortality of 3-4 deaths per 100,000 people in the population. The study suggested a link between cancer mortality and health center loss, noting their role in cancer screening. Protecting health centers is vital to individual and community health, thanks to the life-saving impact of accessible preventive care. Without action, our community’s health is at risk If health care funding is reduced, the impact will be significant. Uninsured patients will likely delay necessary care, leading to more serious health conditions, emergency department visits and higher long-term healthcare costs. This path takes us farther from a shared vision of healthy, thriving communities.
We all have the power to build a healthier future OneWorld’s mission is to care for all people to change lives in our community, no matter a patient’s background.
Erik Servellon Development and Communications Director
No gift is too small – our community’s impact grows each time one person signals their support. Will you be part of our movement to Care for All People?
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NON PROFIT ORG U.S. POSTAGE PAID OMAHA, NE PERMIT NO. 432
4920 S. 30 th St., Ste. 103 Omaha, NE 68107 (402) 734-4110 oneworldomaha.org
Erik Servellon Development and Communications Director eservellon@oneworldomaha.org If you no longer wish to receive information about OneWorld Community Health Centers, please contact Erik Servellon, Development and Communications Director.
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