In healthcare, outcomes don’t begin with a diagnosis. They begin with trust.

Trust is built in small moments like the way a patient is greeted when they walk through the door, the calm voice on the other end of a late-night call, the follow-through that turns uncertainty into confidence. At ChenMed, this kind of care is not accidental. It’s practiced every day by people who understand that healing often starts long before a provider enters the room.

During Black History Month, we reflect on the people and practices that continue to shape care across ChenMed. As Dr. Martin Luther King, Jr once said, "Life's most persistent and urgent question is, 'What are you doing for others?’" Here at ChenMed, our drive to serve others is founded in our values of love, accountability, and passion. We serve everyone from our patients to our team members to strengthen teams, building trust, and improve outcomes for the seniors we serve.

HowPresenceTrustandAccountabilityShapeBetterCare

Leading Through Change with Care at the Center

Periods of change test any care model. How leaders respond in those moments sets the tone for teams and shapes the experience of care.

When Nikki Gilmore joined the CareLine team during a time of transition, her focus extended beyond operations. She centered her leadership on people, ensuring team members felt valued, heard, and supported while maintaining clear expectations and accountability.

That people-first approach shows up in action. On a day when her team was short-staffed, Nikki came in to the center, despite being a remote team member, to work alongside her team, assisting with triage, taking tasks, and returning patient calls. It was a visible reminder that leadership at ChenMed means showing up when it matters.

As one colleague shared, “Nikki understands that healthcare begins with the caregiver.” By supporting the people doing the work, she reinforces a culture where patients ultimately benefit as well.

Trust as a Daily Practice

Trust isn’t built through grand gestures. It grows through consistency, reliability, and genuine connection.

At Valley Station in Louisville, Care Promoter Dreka Wilson embodies that approach every day. Whether she’s guiding a patient through a warm handoff, following up after a missed appointment, or coordinating with the care team, Dreka ensures nothing is overlooked.

When a patient with diabetes struggled with adherence and lab results, Dreka stayed close, working with the patient over time to improve nutrition, physical activity, and medication understanding. She also involved family members to help support lasting change.

Her impact extends beyond patient care. Dreka has trained new Care Promoters and leads quietly by example, bringing humor, patience, and consistency to her work, even through personal challenges.

Making Access Feel Human

For many seniors, navigating healthcare can feel overwhelming, especially when plans don’t go as expected. How teams respond in those moments makes a lasting difference.

At our JenCare Senior Medical Center in Dolton, Care Facilitator Teri Easter is known for her steady kindness and positivity. She treats patients with warmth and respect, creating an environment where people feel comfortable and cared for.

When a patient arrived upset after coming in on the wrong day, Teri took the time to connect with the provider and ensure the patient was seen. It was a simple decision, but one that preserved dignity and trust.

As a colleague noted, “If she messes something up, she follows through until it is fixed.” That commitment to accountability, paired with compassion, turns access into reassurance.

Excellence Behind the Scenes That Enables Care

Not every impact happens in front of patients, but every role contributes to the quality of care.

At the ChenMed Campus, Coding Supervisor Dana Jenkins plays a vital role in ensuring clinical documentation accurately reflects each patient’s full health picture. Her attention to detail and deep technical knowledge help providers make informed decisions and support consistent, compliant care.

Dana leads with reliability and respect, mentoring her team and following through on every commitment. Her work creates confidence across care teams and reinforces a culture where accuracy and accountability are non-negotiable.

As one colleague shared, “She treats colleagues with kindness and respect while helping the entire team win.”

When Compassion Is the First Point of Care

Often, the first and last interaction of a visit shapes how a patient feels about their care.

At the Whitehall center in Ohio, Care Facilitator ReCee Ferguson greets patients by name, listens carefully, and offers reassurance when things feel uncertain. If a patient cancels an appointment, she checks in about medication refills or new symptoms and reminds them of walk-in or Saturday options.

Patients notice. Some have refused to leave the center without saying goodbye.

ReCee’s compassion is rooted in lived experience. As a caregiver to her granddaughter she brings empathy and understanding to every interaction, meeting patients where they are and helping them feel seen.

Developing Others to Strengthen Care

Sustainable care depends on developing people, not just processes.

In Portsmouth, Virginia, Associate Center Operations Director Tammy Johnson is known for her reliability, clinical expertise, and solution-focused leadership. Providers often rely on her nursing judgment for complex cases, and teammates turn to her for guidance and support.

Tammy is deeply committed to mentorship. She has trained Care Promoters and Center Clinical Managers, and supported the professional growth of medical assistants, leading to multiple promotions. Her leadership blends accountability with collaboration, strengthening teams while keeping patients at the center.

Showing Up Wherever Patients Need You

For Nurse Practitioner Keva Hoyt, care doesn’t stop at scheduled visits.

At Oak Lawn in Illinois, Keva regularly reaches beyond the exam room, calling patients she hasn’t seen recently, working Saturdays, visiting patients in hospitals or long-term care facilities, and engaging directly in community outreach. She also leads patient activities and encourages team participation, reinforcing shared responsibility for care.

As a Primary Care Provider, her consistent presence and follow-through have helped close care gaps and strengthen patient relationships. As a colleague shared, “She will visit patients at home and in the hospital or long-term care when needed. Her work ethic reflects her passion for patients.”

Carrying the Work Forward

The experiences shared this Black History Month reflect a living legacy. One shaped by presence, accountability, resilience, and care for the whole person.

Across ChenMed, team members continue to influence how care is delivered through everyday decisions and steady commitment. Their work reminds us that better care begins with people and that trust, compassion, and accountability remain among the most powerful tools in healthcare.

We are currently hiring for the following roles in the communities we serve. Click below to explore our immediate openings or visit Chenmed.com/careers.

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