Amanda Adams

I attribute my success to a combination of hands-on experience, continuous learning, and a commitment to meaningful connections. Beginning my career at Children's in a non-clinical role, I discovered a passion for supporting patients and families through challenging healthcare experiences and ensuring they feel heard and cared for. In my current role, I oversee our grievance process, service recovery, as well as patient/family concerns. I approach each situation as both a learning opportunity and a chance to empower team members to address conflict constructively, while upholding respect and compassion for patients and families. I am very proud that our grievance process has been recognized by the Joint Commission for excellence, reflecting our focus on urgency, teamwork, and continuous improvement within the organization. My experience playing Division I volleyball instilled discipline, resilience, and a mindset that drives my leadership approach today. Combined with additional training in human resources, mediation, communication, customer service, and patient advocacy--including a certification through The Beryl Institute-- I am able to support team members, patients, and their families in meaningful ways every day.

The best career advice I ever received was, “listen first, act second.” Early in my career, a mentor emphasized that truly understanding people, their concerns, motivations, and perspectives, is the foundation of effective leadership. Whether addressing patients, families, team member challenges, or organizational issues, taking the time to listen before responding has consistently shaped the way I lead and make decisions in my role every day.

The advice I would give to young women entering my industry is to focus on helping others succeed while staying true to your values. Listen, learn, lead with empathy, and never stop growing. Every person has a story and understanding their perspective is the foundation of effective leadership and communication. I embrace lifelong learning by viewing challenges as opportunities for growth and by actively pursuing training, mentorship, and new experiences I am able to continuously strengthen myself and those around me. Do not avoid difficult conversations; address conflicts with compassion, curiosity, and a solution-focused mindset, as constructive conflict leads to stronger teams and better outcomes. Finally, lead with people, not just processes. Policies matter, but relationships are also crucial, so prioritize trust, communication, and collaboration in every interaction and the outcomes will speak for themselves.

One of the biggest challenges in healthcare today is balancing patient expectations with operational realities, as families often arrive under stress and navigating complex systems can be overwhelming. Ensuring that every patient and family feels heard and supported while maintaining efficient, compliant workflows requires constant attention. Team member engagement and retention is another critical concern, and I focus on handling any concern with empathy, providing mentorship, and fostering a culture where patients, families, and team members feel valued and empowered to be part of the solution. Grievance management adds another layer of complexity, requiring timely, fair, and transparent resolution while continuing to empower team members to learn from each situation. While these challenges are significant, they are also opportunities; approaching them with compassion, teamwork, and a commitment to improvement allows us to make a meaningful impact for patients, families, and team members.

The values most important to me in both my work and personal life are connection, empathy, collaboration, lifelong learning, and resilience. As a people leader, I have guided teams through recruitment, teaching, team member development, mentorship, coaching, and aiding in challenging situations; always emphasizing the power of communication and opportunities for positive growth. My family is an essential part of who I am, and I am deeply grateful for the unwavering support they, and my closest friends, continue to provide. I believe true success is never achieved alone, but through the encouragement and guidance of the important people who inspire us to do great things. Giving back is also central to my values, I have spent time with local nonprofits, helping our most vulnerable community members. This work has allowed me to give back in a meaningful way while deepening my understanding of the challenges that many individuals face and the impact of collective action. From my time on the volleyball courts at Creighton University to my career in pediatric healthcare, I have learned that every interaction with a patient, family, or colleague is an opportunity to build trust, understanding, and work toward positive outcomes. I strive to make a difference every day by leading with empathy, living my values, and staying committed to growth for both myself and those around me.