Meet Mallory! Mallory began her journey with Horizon in 2011 as a part-time Administrative Assistant at our Lockport Clinic. Now as the Director of Patient Engagement and Referral Management, she leads our Patient Engagement Center. This team is dedicated to warmly welcoming all patients who contact Horizon to learn more about our services and schedule appointments. Through her impactful role, Mallory has experienced significant personal and professional growth.
What kinds of trainings/ad hoc committees/workgroups have you been a part of that have supported your growth?
I have been able to participate in numerous trainings and groups both within and outside of Horizon. From 2015-2020, I was a member of the Niagara Networking Committee, where I collaborated with other state and local agencies as well as other regional providers. These opportunities allowed us to discuss challenges and explore ways to collectively help our community.
Additionally, I was also part of the Regional Planning Consortium Board from 2019-2021. While on this Board, I had the opportunity to present to our region’s local DSS Commissioners, proposing process improvements for our residential patients. The RPC was very successful in changing those processes.
Internally, I have engaged in multiple committees and workgroups aimed at making Horizon a Best Place to Work. I have also contributed to various process improvement workgroups across Horizon, focusing on streamlining operations across Access/Intake, Horizon Village Campus, and Terrace House, all to enhance overall patient experience. These experiences also made it possible for me to be a subject matter expert in our medical history systems. I have also attended many leadership development trainings over the years, which have significantly contributed to my career growth.
Can you speak to the mentorship relationships you’ve developed over the years and how these have helped you grow as a leader?
I have been fortunate to work with almost every Senior Staff member on various projects throughout my career. Each one of them has been welcoming and motivating during our meetings. I’ve had the opportunity to attend multiple strategic planning events and management retreats, which have provided opportunities to develop myself as a leader.
In my 13 years at Horizon, I had a Senior Staff member, now our CEO, Erin, as my supervisor for over eight years. Erin took the time to know me as a person and not just an employee. She valued my strengths and was always supportive in letting me do things the “Mallory way.” She once said to me, “Mallory, I’m not going to be the Supervisor who will tell you to slow down. I will be here to guide you and lead you in decisions you make, but I will ultimately leave the decision up to you.” I appreciated Erin’s trust in me and the autonomy she gave me to make decisions to help grow my team and improve company processes.
In my current role as Director of Patient Engagement and Referral Management, I meet almost weekly with my supervisor, Michelle, to discuss the growth and development of myself and my team. She challenges me to think outside of the box and trusts me to make decisions I feel are best. Throughout all the relationships I have cultivated at Horizon, trust has been the largest reason I feel so passionate about the work I do. I’m thankful every day for this company and know I’m a Horizon “Lifer!”
Do you have any goals for further growth within your role at Horizon?
I’m always looking for ways to grow and develop myself both within and outside of Horizon. Over the next few years, my focus will be on learning more about our data-driven goals as a company. I secretly have always had a passion for understanding data and how to use data when it comes to process improvement. I also hope to be more involved in our community outreach plans and to speak more to community members on what Horizon has to offer and how I can help!
What would you say to someone who may be interested in growing in their career with Horizon?
Don’t ever be afraid to say, “Yes! I can do that.” Even if you haven’t been trained or fear taking that next big leap, just go for it! Horizon has so many resources and an amazing Senior Leadership team who will be there to help guide you along the way. I started as a part-time Administrative Assistant and then moved into the Billing Department simply because they were short-staffed at the time and I said, “Yes! I can do that!” I had no idea what claims, eligibility, and Utilization Management was, but I jumped in and learned. I had an amazing team who showed me the ropes and were always there for me when I had questions. So, remember to always just go for it!
Interested to start a career with an organization that supports your growth every step of the way? Join our team today!