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[INTRO]

Celebrating Admin All-Star Amy Chen 

Amy spearheaded several projects over the past year that are already having a significant impact on our department’s efficiency. For example, she led the complete revamp of our CMS time study process, increasing response rates from 40 to 60% to a record 97% and securing $5 million in reimbursement for the DoM and $15 million for the health system. She also spearheaded the overhaul of the department’s clinical service agreements (CSA) process, adding an online intake system to improve data collection, tracking and transparency and dashboards to facilitate easy access to templates, FAQ tip sheets and CSA status. In just one year, 155 CSA requests were facilitated and approved — a major improvement.   

“Beyond all of her accomplishments, I am most impressed by Amy’s work ethic and her unwavering dedication and loyalty to our department,” Dr. Wang said. “She is constantly working to do what is best for the DoM and provides real-time data that helps all of us in the executive office make the best clinical decisions for the department.”   

This past spring, Amy was part of the first cohort to graduate from UCLA Health Organizational and Development Learning’s Leadership Development Program for Emerging Leaders, an initiative to expand the leadership skillsets of staff members who are new to supervisory roles. She was inspired to join the program after finding that the skills that made her an outstanding individual contributor were very different from those required to be an effective leader.   

“I work alongside highly talented team members who are committed to making a positive impact in the department. However, as a new leader, I wasn’t sure how to best coordinate such varied skills, communicate clear direction and feedback, or delegate effectively,” Amy said. “I joined the Leadership Development Program to gain the tools and wisdom I needed to support our creative, diverse team in ways that align our capabilities, maximize our collective impact, and cultivate a collaborative, engaged team culture.”  

Amy graduated the program with new confidence in her leadership abilities thanks to its emphasis on building others up. She was especially grateful for its insights on identifying the root causes of performance gaps; on using active listening to establish a sense of trust and safety and ensure all voices are heard; and on creating meaningful work experiences through the use of a practical framework.   

“It was fun and therapeutic being in a room full of emerging leaders, openly sharing our stories of successes and challenges, and hearing similar experiences from our trainers and other well-known, high-level UCLA Health leaders,” Amy said. “It reinforced for me that no one knows everything and that there’s no such thing as a ‘perfect’ leader from the start, and that good leadership is a skill that develops over time through repeated opportunities for setbacks or failures, reflection, and growth.”   

Amy finds that the most rewarding part of her job is seeing the impact of her team’s work on the people around them, whether its improving transparency and equity in data management, implementing a process improvement that saves staff and faculty hours each month, a compliance boost that leads to significant funding for the department or helping a colleague develop a project.   

“Knowing that these changes ripple outward in improving experiences for faculty, staff, and ultimately patients gives much meaning to my role,” Amy said. “It’s also rewarding to look back on a project and remember the collaboration that made it possible, because our best outcomes are always the result of multiple people’s contributions.”  

Amy gave a special thanks to the many team members who helped her implement the many high-impact projects she has worked on this year. Those who are currently part of the DoM include Gabriela Rivera, Shaini Vahidramezani, Lily Nguyen, Daisy Cazares, Oceana Smith, Annie Mascaro, Nelly Leon, Gina Muhammad and the FPG Time Study team, all of whom were involved in optimizing the CMS time study process; Cathy Ryu and Karina Martin, who assisted with the clinical service agreements process improvement project; and Alexandra Radilaleh, who was involved in both initiatives. Amy also wanted to thank the DoM executive leaders who championed her work, including Dr. Wang, Chief Administrative Officer Yanina Venegas and Chief Financial Officer Albert Haro.   

“I think in an office culture that emphasizes shared success, any recognition I am able to receive for my work is always going to be a product of the people who have invested in me and supported me in my projects, in my knowledge, or even emotionally and mentally,” Amy said. I am not a one-woman show. Therefore, I feel it’s important to expand the recognition to those around me who have really helped me along the way.”   

Thank you, Amy, for exemplifying the meaning of LEADERShip in the DoM! I am proud to call you my colleague.    

Cheers to Our Other Leadership Development Program Graduates in the DoM!   

Amy was in great company in her Leadership Development Program for Emerging Leaders cohort. Two other DoM staff members — Valerie Nguyen and Graciela Rivera, who goes by Gracie — also graduated from the program this spring. Join me in congratulating them both on this exciting accomplishment!   

Valerie Nguyen

Valerie loves working in the DoM because everyone she meets is dedicated to our missions and to deliver the best results, no matter their job. Her favorite part of her role is witnessing our research translated and applied beyond UCLA.   

“It’s rewarding to see the fruits of our labor have real-world implications,” she said.  

Graciela (Gracie) Rivera

Gracie looks forward to using what she learned to continue growing as a leader in the DoM. She deeply values the sense of camaraderie within the department and finds much of her own fulfillment in helping faculty achieve their research goals.   

“Even though I am not patient-facing, I know that our work directly impacts patients’ quality of life, which makes what I do feel meaningful and impactful,” she said.   

Administrative Superstars Shine Bright  

Last month, we shared the stories of the many all-stars among our administrative staff. This week I am pleased to share even more! Their work drives our progress, and we are fortunate to call them our colleagues.  

Angel Burrell

Angel oversees all operational aspects of the geriatrics fellowship program. She is the primary point of contact for fellows from the time they match through graduation and is responsible for the many administrative tasks required along the way. That includes onboarding new fellows, managing program schedules and clinical rotations, ensuring that the program complies with ACGME and institutional requirements, and coordinating educational activities like didactics, conferences and evaluations. Angel also assists faculty and leadership as they prepare for site visits and program reviews, as well as serves as a resource to help fellows navigate academic and administrative processes.   

“It’s a multifaceted role that requires strong organization, communication, and a deep commitment to education,” Angel said. “While there never seems to be enough hours in the day, I genuinely enjoy helping our fellows thrive in their training and watching them grow into compassionate, skilled geriatricians."  

Being part of that process is what she loves most about her role, she added.   

“The most rewarding part of my job is seeing our fellows grow into exceptional physicians who will one day care for people like my parents, my child, my friends—and even myself,” Angel said. “Knowing that I’ve played a part in supporting their journey and helping shape the future of compassionate, skilled geriatric care is incredibly fulfilling."  

Although Angel has not been in the department long, she her colleagues already feel like family.

 “I feel supported, valued, and like I’m constantly learning. I’ve had the opportunity to meet incredible people, travel, and grow — both personally and professionally,” she said. “It’s a great feeling to genuinely enjoy what you do."    

Best career advice: The best professional advice I’ve received is to never take work home with you, always find something you love about what you do, and never stop learning. Stay humble, remember where you started as you grow in your career, and treat everyone with kindness. Lastly, never underestimate the power of networking — it opens doors and builds lasting connections."  

Fun fact: I worked on the floor in Labor and Delivery, performing newborn hearing tests and assisting as a unit secretary. After such an intense and exhausting time in the medical field, I decided to take a break and became a flight attendant—combining my love for travel with a completely different kind of service role. While I eventually returned to healthcare, traveling is still something I love and make time for almost every weekend."  

Kimberly Ramirez  

“I am learning new things about the topic I enjoy,” she said. “I meet lovely and interesting people that come through to participate in the studies and I get to work with a great team.”  

What Kimberly loves most about working in the DoM is the collegiate environment. Although she works within a center within a division, she feels strong camaraderie with her colleagues throughout the DoM.

“We are multiple communities and teams working for the same goal of improving human health,” she said.   

Best career advice: Don’t check your email after work hours! And don’t forget to treat others with love and respect.  

Fun fact: I can laugh like Donald Duck.  

Claire Echeverri  

“Claire demonstrates exceptional multitasking skills and transitions seamlessly between various roles,” Tammy said. “She carries herself with the utmost professionalism and has been an asset to the division on many levels.”

Claire's role runs the gamut from the management of division leaders’ schedules to organizing conferences and activities for the UCLA Infectious Diseases Fellowship. She has learned many new skills over the past four years and enjoys the DoM’s innovative environment.

“My colleagues are professional and friendly, which makes my workdays enjoyable,” Claire said. “The culture encourages intentional learning, which helps me to stay inspired.” 

Best career advice: The best professional advice I’ve received so far is to be a lifelong learner. This advice has helped me because it reminds me to keep growing and adapting, especially when changes occur at work. Being open and asking questions allows me to continue learning new skills every day. It also helps me stay motivated.

Fun fact: I lived in Valencia, Spain for a year in 2019. During that time, I taught English to elementary and middle school level students. It was an amazing experience because I spent a lot of time learning about the culture and practicing Spanish. I met many incredible people in my program and at my school, which made the experience even better. Overall, it was a valuable experience that has helped me grow both personally and professionally.  

Jacqueline Pious-Gaines  

What Jacqueline loves most about working in the DoM is the strong sense of teamwork and collaboration that she finds among her colleagues.

“There’s a genuine willingness among divisions to support one another, which creates a positive and productive work environment,” she said. “Knowing that I can rely on colleagues across the department not only helps me do my job more effectively but also reinforces a shared commitment to excellence and service.”

Best career advice: “The best advice I’ve received was to document everything. It’s helped me stay organized, ensure accountability, and navigate complex situations with clarity.”  

Fun fact: Over my 28 years at UCLA, I’ve built many meaningful relationships that I truly cherish. I’m grateful for the opportunities to keep learning and growing, and I look forward to continuing my journey with the University.  

Lesley Blum

When asked what she considers the most rewarding part of her job, Lesley said that she most enjoyed her interactions with her colleagues.

“What I love most about working in the DoM is assisting academic physicians, scientific faculty and other staff members in our daily activities,” Lesley said. Juan noted that the appreciation goes both ways.   

“Lesley treats our division faculty with the utmost respect, fostering an environment of trust, collaboration, and support, earning the admiration of both faculty and colleagues alike,” Juan added. “Her unwavering commitment to excellence and her genuine regard for those she serves make her an indispensable member of the division."   

“I am very happy that I can contribute with my work to the academic and medical mission of the department of medicine,” Lesley said.

Best career advice: Double check the work you’ve done so as to prevent any miscommunication.  

Fun fact: I have only one kidney! When I was a child, I had one of my kidneys removed to treat a type of cancer called a Wilm’s tumor. That’s the reason I ended up in the division of nephrology!  

Richard Tristan

Richard especially enjoys helping the fund managers on his team navigate troublesome tasks in their roles.

“The job of a fund manager is considered a roughly two-year learning curve because of the infrequency of certain tasks, and how different real-life situations can differ from hypothetical teaching scenarios,” he explained. “Helping others overcome hurdles is the most rewarding part of my job.”  

Richard takes pride in working in a department that others on campus look up to. He noted that the DoM’s research administration team offers highly comprehensive training for its staff — such comprehensive training, in fact, that centralized offices plan on us testing out new system rollouts and conducting our own training on them.

“I work with some of the best people out there in the realm of research administration,” he said. From the standpoint of his supervisor Tammy Von Wagoner, MSO for the division of infectious diseases, Richard is among the best as well. 

“Richard’s leadership and expertise are invaluable assets to our division and to the department of medicine,” she said. “He is highly supportive and an outstanding leader within the university.”   

Best career advice: I think some of the best professional advice I have ever received didn’t come from a professional setting, but from school — and it applies not just to my professional life, but personal life as well. I had a professor who told me, “You don’t always have to agree with people, or disagree with them right away, but file the information away for later.” In short, I work by this mantra by always hearing out what people have to say, even when it doesn’t pertain to my job. I file the information away for later in case it becomes useful, which has happened frequently over my long span here at UCLA. It helps not just within my work as research administrator, but in other situations as well — when my boss when she was given the role of running the division, for instance, she utilized my long history within the division to help figure out specific problems as they came up.  

Fun fact: I am an avid hiker and backpacker. My proudest outdoor accomplishment is to have completed the Grand Canyon Rim 2 Rim challenge, where you hike down into the canyon, across to the other side, and back out again in a single day.  

Nelva Macdonald Celebrates 25 Years in the DoM

The DoM is fortunate to have many incredible administrative leaders who have chosen to build their careers here. One shining example is Nelva Macdonald, division administrator for the UCLA Division of Geriatrics. Nelva is celebrating her 25^th anniversary at UCLA, and her tremendous impact on the geriatrics division is apparent from the many accolades shared by the faculty who work with her.

“When times are tough, Nelva is aways a model of equanimity, leading the staff and supporting the faculty.” - David B. Reuben, MD, former chief of the division of geriatrics  

“I am new at the job of chief of the division, and where would I be without Nelva? Her institutional knowledge, her leadership, her empathy, and the respect she has earned from staff and faculty, make her invaluable. I am eternally grateful.” - Arun S. Karlamangla, MD, PhD, chief of the division of geriatrics  

“Nelva is the glue that keeps our scattered faculty together.   We know we can count on her to be there and to help with the really big things as well as the tiniest of requests. There should be more Nelvas in the world.” - Patricia F. Harris, MD, clinical chief of the division of geriatrics   

“Nelva is a remarkable leader. She is gracious and cool under fire, always gives people the benefit of the doubt and constantly mentors her charges.  She is a wonderful practitioner of the servant leader philosophy.” - Brandon Koretz, MD, MBA, professor of medicine, division of geriatrics  

“Congratulations to Nelva on her 25 years of service to UCLA! Nelva exemplifies the highest standards of professionalism — she is consistently responsive, reliable, and thorough. But beyond her exceptional work ethic, Nelva brings a deep sense of care and commitment to our community. She is always focused on how best to support faculty and staff, helping everyone perform at their best. Her impact on the geriatrics division is immeasurable. Nelva is not just a key contributor — she is the reason so much runs so seamlessly behind the scenes for our division. We are deeply grateful to have had her as part of our division for so many of these 25 years.” - Grace I. Chen, MD, professor of medicine, division of geriatrics

Please join me in congratulating Nelva on this tremendous milestone. Nelva, thank you for your tireless dedication to the missions of the DoM — your work is critical to our success!

PS

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