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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