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Maxim no. 7: “Most companies are under-led and over-managed.”

Leadership Maxim No. 7 expands on the principles laid out in Maxim No. 6. The ability to manage – making sure processes, procedures and protocols are followed – is an essential and necessary skill.

But if you are solely focused on managing, you may have less time to concentrate on new ideas and growth. I believe that everyone is a leader, in all aspects of life. But part of being a leader is encouraging people and helping them develop their talents in a way that benefits them, their team and their organization. That requires trust – believing that people know what they’re doing so you can let them grow. In that way, a good leader helps others become leaders.

We asked you to tell us about teams that aptly demonstrate Maxim No. 7 – that strike the right balance between leading and managing. We received many incredible examples, but I want to spotlight three exceptional teams that are taking ownership of our mission and bringing their own definitions of leadership into every encounter with our patients, their families and colleagues across our system.

The STAR Kids Service Coordinators with Texas Children’s Health Plan in Jefferson (pictured above) are a compassionate, talented group, providing support for families across 11 counties – Chambers, Hardin, Harris, Jasper, Jefferson, Liberty, Montgomery, Newton, Orange, San Jacinto and Tyler. Every day, they exhibit what it means to be on the front line, working to solve problems and to meet the needs of nearly 3,000 STAR Kids members across a huge geographic area. And since most of the team works remotely, each person has to draw on their own creativity, flexibility and initiative to treat each case with care, compassion and attention to detail. They are a model of individual leadership, and I couldn’t be prouder that they’re the face of Texas Children’s Health Plan and represent Texas Children’s in their communities.

The STAR Kids Service Coordinators are:

• Shirley Addicks, LMSW
• Heather Broussard, LMSW
• LaQuasha Burke, LMSW
• Josi Chapman, RN
• Kinetha Clark, Cash Management Assistant
• Penny Clark, RN
• Deanna Courts, RN
• Tammi Dyer, LBSW
• Jocelyn Frank, RN
• Brenda Gregg, RN
• Maria Guerra, RN
• Diana Munoz, LMSW
• Amy Parker, RN
• Wanda Rosemon, RN
• Anne Sarrat, LCSW
• La’Cretia Sterling, RN
• Charles “Randy” Thomas, LCSW
• Teplah Toomey, LMSW
• Chantel Willis, LMSW

The Diabetes and Endocrine Clinical Care team at Texas Children’s Hospital The Woodlands has been together since the hospital opened in 2016. The passion and dedication they have for children with diabetes and endocrine disorders is awe-inspiring. Patient families have often commented about how the clinical care team members work so seamlessly and are always so willing and ready to assist. If a problem or need arises, they work collaboratively to come up with solutions to improve clinic efficiency and processes and to enhance the patient experience.

They also take advantage of opportunities to grow as leaders by joining committees, participating in community volunteer activities, attending seminars and pursuing continuing education. They all demonstrate each day the passion they have for their patients, for each other and for Texas Children’s.

The Diabetes and Endocrine Clinical Care team includes:

• Yvonne Barham, RN
• Cindy Benavides, ASR
• Elizabeth (Liz) Ceja, RN
• Elizabeth (Paige) Dudgeon, RN
• Melissa Frazure, ASR
• Tamika (Mika) Isadore, MA
• Karen Kelley, ASR
• Laura Martinez, MA
• LeUndrea (LeLe) Mathis, MA
• Jessica Victoria, MA

The NICU 4 Patient Care Managers at our Texas Medical Center Campus help guide our outstanding NICU 4 nursing teams in delivering the highest level of care available for premature and critically ill newborns in our Level IV NICU. Each patient care manager brings a unique personality and leadership style to their management responsibilities, which include coordinating and monitoring care, scheduling, and organizing shifts, and serving as a liaison between physicians, families, nursing staff and other departments. They provide outstanding support, encouragement and mentorship for their nursing teams, helping them discover their potential and discover their own approaches to care.

The NICU 4 patient care managers also serve as strong examples of compassionate care, ensuring patients and families are always the No. 1 priority. This was especially true last year during Hurricane Harvey when the team worked tirelessly to make sure the NICU – and its families – had the resources and support to weather the storm.

The NICU 4 patient care managers are:

• Michele Boettiger, MSN, RNC, NEA-BC
• Brittney Boudreaux, BSN, RNC-NIC
• Clarissa Daly, MBA, BSN, RN
• Nikashia Franklin, BSN, RN, CCRN, ECLS
• Tomica Franklin, BSN, RN
• Jennifer Pitlik, BSN, RN, CCRN

These three teams are amazing, but I know that we have many more who are leading tirelessly every day.

I’d like to hear from you … why is it important to find the balance between leading people and effectively managing processes?

“The key characteristics to look for when selecting people are a winning attitude and a strong work ethic.”

I am asked all the time, “Mark, how do you make decisions about picking new leaders? What are the characteristics you’re looking for?” Of course there are a lot of important things to look for when we’re selecting people to come here. Texas Children’s is a very special place, and every person who becomes part of our team and our family subsequently becomes critical to our mission. So we must be selective and thoughtful when choosing them.

There’s a lot of great potential when a person has a positive attitude and a strong work ethic to match. I’ve seen people succeed time and again because of these two qualities. Education is important, honesty and integrity, that’s a given. But a great attitude drives a passion for excellence, and a strong work ethic sees it through.

Staff and employees who possess this winning combination are always seeing the good in a situation and the possibility to do something greater. Dialysis technician Rudy Garza exemplifies this notion. Rudy joined Texas Children’s more than 20 years ago as part of the Materials Management Department. At the time, he was simply focused on securing health insurance. He and his wife were about to have their first child, and his band – albeit very successful – didn’t offer a health plan.

Little did Rudy know that his new gig and his old one would eventually come together. Throughout his career at Texas Children’s, Rudy always strived to become better at his job and do more than is asked of him. To get a position working closer with patients, he tapped into our tuition reimbursement program and earned his nurses aid certificate, which paved his way to becoming a dialysis technician in our Chronic Renal Dialysis Department.

Shortly after starting the position, Rudy’s enthusiasm for his job landed him an opportunity to volunteer at Camp Okawehna near Nashville, Tennessee. Texas Children’s clinical staff volunteers annually at this camp, which supports children with end-stage renal disease. Rudy suggested to camp organizers that he bring his band, Vital, to Camp Okawehna to play for the children. He’d kept the band alive for years by playing on the weekends. The camp goers loved the music so much that Rudy and his bandmates have now been going back to perform for more than 10 years.

In appreciation of Rudy’s dedication to the camp and to children with renal disease, leaders of Camp Okawehna inducted Rudy into the Camp Okawehna Hall of Fame last year. Rudy graciously accepted the honor, calling it a blessing.

I love that Rudy is such a hard worker with a can-do spirit. He has a knack for humbly seizing opportunities and turning them into something that helps him help others. He is a true asset to Texas Children’s, and we are happy to have him as a member of our family.

I’d like to hear from you … what key characteristics do you think makes someone a good leader and why?