(MA '09) leadership and organizational studies (LEAD)

In the hall next to the Business Office in the vastness that is Kaiser Permanente in Fresno, there is a door. Behind that door is sunshine.

The name of that sunshine is Susana Garcia, and she needs every degree of her natural warmth for her position as healthcare ombudsman/mediator. Her work usually begins after someone thinks something's gone wrong, either with their medical care or the care of a loved one.

"I'm a neutral party who facilitates communication. My role is to open up communication between the organization and the family," she says.

The job may have heated moments, but Garcia wouldn't trade it. "It's always new," she says, "It's wonderful to work here. When I was helping a person this morning, I said, 'This is why I love this job.'"

A 10-year veteran at Kaiser, Garcia has been in this position five years after a stint as member service director, helping people understand policies. "I've always been member-focused," she says.

A colleague was in the LEAD program. "She went on and on about the quality of education she was receiving and the people she was in the class with," Garcia says.

Garcia has found the same to be true. "Every class had something to offer. I didn't expect that," she says.

Lessons in leadership and conflict management have been especially helpful. Garcia points out she has no staff, no budget, and no authority. "I lead through influence," she says.

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