When Erica Peavy first walked through the doors of Samuel U. Rodgers Health Center in 2013, she was no stranger to the organization. Her grandmother had often spoken about the care and compassion the center provided to the community. But for Peavy, a newly certified medical assistant, joining the team wasn’t just about finding a job—it was about becoming part of something bigger.
“I actually interviewed for a position and didn’t make the cut,” she said with a laugh. “But I didn’t give up. I knew this was where I wanted to be.”
Fast-forward 11 years, and Peavy now serves as the director of clinical operations, a role she earned through persistence, hard work, and an unshakable commitment to the mission of providing high-quality, affordable care for all.
Her journey to leadership is deeply rooted in her understanding of the work at every level. Having started as a medical assistant, Peavy knows the challenges her team faces and uses that knowledge to lead with empathy and insight. “When they come to me with an issue, I know what they’re going through, and I’m here to help,” she said.
Stepping into management brought new challenges. Peavy recalls how intimidating it felt to transition from peer to leader. “There was a fear that I wouldn’t be taken seriously,” she said. With the help of a mentor, she learned to navigate those concerns and focus on building trust with her team.
For federally qualified health centers like Sam Rodgers, clinical operations form the backbone of care delivery. These centers focus on serving populations that often face barriers to accessing health care, such as refugees, individuals experiencing homelessness, and people with limited financial resources. They provide not only medical services but also address social drivers of health, such as housing and nutrition, to support their patients holistically.
Peavy oversees nearly every behind-the-scenes aspect of patient care, from scheduling and resource allocation to compliance with health care regulations. Her responsibilities also include managing staff, monitoring performance metrics like patient satisfaction, and addressing issues as they arise.
She described clinical operations as a dynamic and ever-changing role. “We work with a lot of refugees and people from different backgrounds,” Peavy said. “You have to be able to adapt, because tomorrow might not look like today.”
This adaptability is a cornerstone of Peavy’s leadership style. She focuses on building a culture where staff understand the importance of flexibility and teamwork. By modeling this approach, she ensures her team is ready to meet the unique needs of every patient.
“Erica’s leadership is a cornerstone of our clinical operations,” said Janelle Harvey Jordan, SPHR, chief operating officer at Sam Rodgers. “Her ability to connect with both staff and patients ensures that every challenge is met with empathy and determination, embodying the mission of providing high-quality, compassionate, and affordable health care for all.”
Equity in care is another key focus for Peavy and her team. “We are a tough bunch,” she said. “We just make sure we treat everyone who walks through our door with respect. We don’t know what someone is going through, but whatever they need, we’re going to try to make it happen.”
Peavy shared a recent example of this mindset in action. A patient arrived at the center feeling frustrated and upset, thinking they were being denied care. Although the clinic was at capacity, a provider volunteered to double-book their schedule to ensure the patient received care.
“I talked to the provider, and she said, ‘I’ll double-book myself today to help this patient because what she needs is obviously important.’ That’s what we do here,” Peavy said.
The center’s focus on equity extends beyond the exam room. Sam Rodgers regularly collaborates with local organizations to address social drivers of health. These partnerships allow the center to offer wraparound care that considers the full picture of a patient’s life.
Collaboration is also a key part of Peavy’s day-to-day work. She frequently checks in with different departments, holds regular meetings, and works to ensure everyone is aligned toward the same goal: providing seamless care for patients.
“On a day-to-day basis, I walk around, ask how everyone is doing, and see if there’s anything I can help with,” Peavy said. “We also have meetings regularly, either monthly or quarterly, to make sure we’re all on the same page.”
The operational scope of her work is vast. On any given day, Peavy might juggle staff schedules, monitor patient flow, troubleshoot resource shortages, and address unexpected challenges.
“It’s more than just being here to say hi—it’s handling everything from supplies to schedules,” Peavy said.
Peavy also emphasized the importance of teamwork in creating a supportive environment for staff and patients alike. She believes that communication is essential to building trust within the team and ensuring everyone feels valued. “Sometimes it’s as simple as stopping by to say hello or asking someone how their day is going,” she said.
For those considering a career in health care operations, Peavy offered straightforward advice.
“Work as a medical assistant or an RN first,” she said. “You need to understand what health care looks like on the ground before you can lead a team.”
Her advice highlights the importance of empathy and understanding in leadership. For Peavy, clinical operations isn’t just about logistics—it’s about making a tangible difference in the lives of the people Sam Rodgers serves.