Make Pain a Thing of the Past – Patient Care Champions – Physician Partners of America

Patient Care Champion: Jennifer Piccola

Operations Manager | South Fort Worth, Texas

At Physician Partners of America, Patient Care Champions are the foundation of exceptional care. This month, we proudly recognize Jennifer Piccola, our Operations Manager of Texas based in South Fort Worth, for her unwavering commitment to patients, providers, and clinic excellence.

A Life Rooted in Service

Born in Waycross, Georgia, Jennifer spent her younger years in Polk County, Florida, before moving to Texas at the age of 12. Today, she calls Euless, Texas home, where she lives with her husband, Bennie, and their four children — one son and three daughters. When she’s not working, she enjoys reading and watching the rain, embracing calm moments amidst life’s busyness.

From Sonic to Healthcare Hero

After graduating from Van High School in May 2007, Jennifer began her professional journey outside of healthcare, serving as a manager at Sonic for five years, where she honed her leadership and operational skills. Inspired by her grandmother — a CNA — she knew her path ultimately belonged in healthcare.

She earned her Medical Assistant license from Everest College in March 2015, and soon after, joined Physician Partners of America in 2015.

Growing Within PPOA

Jennifer’s PPOA career is a testament to dedication and growth. She began as a greeter at the TPRG Hurst location, then moved into check-in/check-out, transitioned into a back-office Medical Assistant role, and quickly advanced into management. She served as Manager at Hurst, then took over the South Fort Worth location, overseeing two clinics. Most recently, she was promoted to Operations Manager of Texas, while continuing to oversee the South Fort Worth clinic — a role she fulfills with heart and expertise.

Leading with Purpose

In her role, Jennifer ensures clinic operations run smoothly and efficiently for both patients and staff. Her daily work includes everything from triaging patients and assisting with check-in/check-out, to supporting staff and providers, and helping other clinic managers across Texas as needed.

“On any given day, I simply help with what the clinic needs — whether that’s triaging patients, overseeing clinic flow, or supporting staff to make sure everything runs smoothly for our providers and patients.”

— Jennifer Piccola, Operations Manager of Texas

A Heart for Patients

Her favorite part of working in healthcare is building relationships with patients over time.

“We often see the same patients month after month, which allows us to know them personally. My favorite moments are when patients who once struggled to walk return after procedures walking straighter or without a cane. Those moments truly warm my heart.”

Leadership Perspective

“Jennifer consistently demonstrates an unwavering commitment to delivering exceptional patient care and ensuring every patient feels valued and supported. Her compassion, professionalism, and dedication set a standard of excellence that inspires those around her.

She goes above and beyond in every interaction — whether it’s addressing patient concerns promptly, advocating for their needs, or coordinating closely with physicians, surgical centers, and authorization teams to ensure patients can move forward with their procedures as scheduled. Jennifer spends countless hours each week working through every detail, sometimes even calling insurance companies or referring clinics to secure late clearances so no patient is left behind.

Jennifer treats every patient with empathy and compassion and explains things in a way they can truly understand. Her exceptional service and leadership make her truly deserving of this recognition. She embodies the qualities of a Patient Care Champion and continues to make a lasting impact on both our patients and her peers.”

— Eric Alvarez, Vice President of Clinic Operations

CEO Recognition

“Jennifer’s leadership is a true reflection of our mission at PPOA. Through her compassion, operational excellence, and unwavering dedication, she elevates the patient and provider experience across our Texas clinics. We are proud to recognize her as a Patient Care Champion.”

— Josh Helms, CEO, Physician Partners of America (Tampa)

A True Patient Care Champion

Jennifer’s career reflects a deep commitment to operational excellence, compassionate patient care, teamwork, and leadership. We are grateful for the passion, dedication, and integrity she brings to PPOA and to the patients and teams she serves every day.

Thank you, Jennifer, for being a true Patient Care Champion.

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Patient Care Champion: Nancy Munoz

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Practice Manager | Millenia–Orlando

At Physician Partners of America, Patient Care Champions are the foundation of exceptional care. This month, we proudly recognize Nancy Munoz, Practice Manager at our Millenia–Orlando location, for her lifelong commitment to patients, providers, and operational excellence.

A Heart for Service

Born in Jersey City, New Jersey, and raised in Buffalo, New York, and Barcelona, Spain, Nancy was shaped by a family culture rooted in dignity, discipline, and compassion. Family remains central to her life today. In September 2025, she celebrated becoming a grandmother—an experience she describes as one of life’s greatest blessings.

A Lifelong Career in Healthcare

Nancy discovered her passion for healthcare at just 14 years old, helping her uncle, a pediatrician, in his medical practice. That early exposure sparked a career spanning nearly 50 years of patient-centered service, including more than four decades in interventional pain management and anesthesia services.

She joined Physician Partners of America in 2018 following the acquisition of Richard L. Smith, MD, and continues to bring unmatched experience and dedication to PPOA.

Leading with Excellence

As Practice Manager, Nancy oversees front-office and administrative operations, ensuring patients are welcomed with warmth and that physicians have the support they need to deliver seamless care. From scheduling and authorizations to compliance, staff coordination, and clinic efficiency, her attention to detail and commitment to service are evident in every aspect of her work.

“I’m here to help,” Nancy says. “Listening with empathy and understanding a patient’s pain can truly make a difference.”

Words from Leadership

Nancy’s impact is felt across the organization.

Eric Alvarez, Vice President of Clinic Operations, shared:

“Nancy is dedicated to her role as a manager and employee at PPOA. She is always kind to patients and does whatever she can to help them. I never receive patient complaints from her office, which speaks volumes about the care she provides. She works exceptionally well with her providers to ensure smooth clinic operations and high-quality patient care. Even with only one full-time employee, she consistently keeps everything running smoothly—always greeting patients with a smile.”

Josh Helms, CEO of Physician Partners of America in Tampa, added:

“At Physician Partners of America, our success starts with people who genuinely care, and Nancy Munoz is a perfect example of that. Her dedication to patients, providers, and operational excellence reflects the culture we strive to build across PPOA.”

A True Patient Care Champion

Nancy Munoz embodies the values of Physician Partners of America through compassion, leadership, and an unwavering commitment to patient care. We are grateful for the experience, heart, and positivity she brings to our patients and teams every day.

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Patient Care Champion: Kaitlyn Swanson

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Front Office Coordinator | PMA Fullerton, California

At Physician Partners of America, our Patient Care Champions embody compassion, dedication, and the drive to make every patient feel valued. This month, we’re proud to recognize Kaitlyn Swanson, Front Office Coordinator at Pain Medicine Associates (PMA) Fullerton, California. Known for her positivity, professionalism, and warm personality, Kaitlyn ensures every patient visit begins and ends with care and compassion.

Born in Moreno Valley and raised in Imperial, California, Kaitlyn has always been family-oriented. As the eldest of five and a devoted pet mom to four dogs and two cats, she brings the same love and energy to her patients and team.

Kaitlyn’s passion for healthcare began in high school while volunteering at a convalescent home.

“It broke my heart to see so many residents without family,” she recalls. “I wanted to be someone they could depend on.”

After studying biology at Imperial Valley College, Kaitlyn discovered her true calling: working directly with people in healthcare. She began as a file clerk before moving into patient-facing roles, where her compassion and organization skills shine. When Dr. Hess’s practice joined PMA in July 2023, Kaitlyn continued leading the front office with dedication.

From coordinating appointments and billing to assisting patients and providers, Kaitlyn manages the front office independently and efficiently. Her work ensures the clinic runs smoothly and patients receive the attention they deserve.

October was a standout month. Kaitlyn was personally mentioned in 13 positive Google reviews, a testament to her exceptional service and welcoming demeanor. Patients consistently praise her kindness and professionalism, noting how she makes each visit a positive experience.

“If I can make a patient’s day a little easier or bring a smile to their face, that’s what it’s all about,” Kaitlyn says.

Outside of work, Kaitlyn enjoys hiking, beach days, DIY projects, and cooking new dishes. Her creativity and heart extend into every part of her life.

Since joining PMA, Kaitlyn has become a valued member of the Fullerton team. Her compassion and upbeat spirit perfectly represent PPOA’s mission to improve lives through exceptional patient care.

“Kaitlyn embodies everything we strive for at PPOA — genuine compassion at every interaction, unwavering dedication to our patients, and the positive energy that helps us deliver outstanding care. Her commitment to making each person feel seen and supported is exactly what being a Patient Care Champion is all about.”
— Josh Helms, CEO of Physician Partners of America

Congratulations, Kaitlyn, you truly are a PPOA Patient Care Champion!

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PPOA Patient Care Champion: Tracy Henderson

Tracy Henderson: Practice Manager

Our employees are all patient care champions, but some go the extra mile and we want to give them the recognition they deserve. They embody the PPOA values known as S.I.T.E. – Safety, Integrity, Teamwork, Empathy – which informs our service to patients and the community through high quality health care.

This month, we are proud to spotlight Tracy Henderson, Practice Manager of our Jacksonville and Orange Park clinics, as a PPOA Patient Care Champion.

Born and raised in Dallas, Texas, Tracy graduated from Sherwood Christian Academy before majoring in Psychology at South Georgia Tech. Her career journey began far from the healthcare field. For nearly a decade, she worked as a legal assistant, and for seven years she also worked as a personal trainer—roles that gave her strong organizational skills and a passion for helping others improve their lives. Those qualities now shine brightly in her role at PPOA.

Since joining PPOA in April 2023, Tracy has been the go-to person for nearly everything that keeps a busy clinic running smoothly. Her daily responsibilities include scheduling appointments, handling authorizations and pre-authorizations for medications, coordinating with providers and reps, managing payroll, organizing marketing efforts, following up with patients after procedures, ordering supplies and pump medications, and supporting the needs of both patients and staff. She leads her team with a calm, focused demeanor, creating a supportive and efficient environment where patients feel cared for and employees feel empowered.

Tracy’s inspiration for working in healthcare stems from her belief in making people’s lives easier—especially when they’re struggling with chronic pain. “When a patient is in pain all the time, even small daily tasks feel impossible,” she says. “Many come in feeling hopeless. When we’re able to relieve that pain—even just a little—it gives them back a part of their life. That moment when they tell you they went to Disney with their grandkids, or danced at a family BBQ… that’s the magic. That’s why I do this.”

Her impact is recognized by colleagues and leadership alike. Susan Hoskins, Director of Business Development, shared: “Tracy consistently goes above and beyond to help bring new business into our clinics. She’s always friendly and helpful to our patients, offering the compassion and TLC they need. She’s also a tremendous support to our providers and leads her operations team with efficiency and care, creating the ideal environment for both patients and staff.”

Outside of work, Tracy is a proud mom of one daughter and two sons. When she’s not managing clinic operations or making patients smile, she enjoys scuba diving, football, hockey, fishing, hunting, and just about any activity involving water.

PPOA is honored to have Tracy Henderson as part of our team. Her dedication, compassion, and leadership truly make her a Patient Care Champion.

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PPOA Patient Care Champion- Christine Senquis

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Christine Senquis: Clinic & Medical Lead, Kissimmee, FL

Our employees are all patient care champions, but some go the extra mile and we want to give them the recognition they deserve. They embody the PPOA values known as S.I.T.E. – Safety, Integrity, Teamwork, Empathy – which informs our service to patients and the community through high quality health care.

At PPOA, we celebrate our dedicated team members who consistently go above and beyond in their commitment to providing exceptional care. One such individual is Christine Senquis, Clinic & Medical Lead at our Kissimmee, FL location. Christine has been an integral part of our team since 2023, and her passion for healthcare is reflected in every interaction she has with patients and colleagues alike.

Born in Santurce, Puerto Rico, and raised in Levittown, Christine’s journey into healthcare has been driven by her desire to help those in need. After completing her medical education at the Escuela de Medicina (UNAL) in Monterrey, Mexico, she pursued a certification as a Medical Assistant at Florida Technical College in 2007. Since then, she’s gained experience in primary care, pediatrics, dentistry, cardiology, surgery, and pain management. Christine’s varied background, including time in the TV and entertainment industry, has shaped her into a dynamic leader with a heart for service.

Christine embodies the values that PPOA holds dear—Safety, Integrity, Teamwork, and Empathy (S.I.T.E.). Every day brings something new in her role, whether triaging patients, ensuring the clinic runs smoothly, or providing much-needed support to her team and providers. Her love for helping patients shines through in the respect, care, and open communication she fosters, ensuring each patient feels safe and valued.

As one patient review perfectly captures, “Christine is the heart of the clinic. She is essential in every aspect and is truly very good at everything she does.” Her ability to lead with empathy and precision makes her indispensable to both her colleagues and patients.

When she’s not working, Christine dedicates time to a cause close to her heart—helping and feeding the homeless in her community. A proud mother of two, her family is the cornerstone of her life, including her 20-year-old son and 8-year-old daughter.

Christine’s commitment to patient care is truly inspiring, and we are honored to recognize her as one of our Patient Care Champions. Thank you, Christine, for your unwavering dedication to making a difference in the lives of our patients and for exemplifying the true meaning of compassionate care.

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PPOA Patient Care Champion- Zoraida Exiga

Zoraida Exiga: Medical Assistant, Lakewood Ranch, FL

Our employees are all patient care champions, but some go the extra mile and we want to give them the recognition they deserve. They embody the PPOA values known as S.I.T.E. – Safety, Integrity, Teamwork, Empathy – which informs our service to patients and the community through high quality health care.

Zoraida Exiga embodies the values of a true Patient Care Champion. Zoraida is the Medical Assistant at PPOA’s Lakewood Ranch clinic in Florida. She offers our patients excellent care and helps them feel comfortable and welcome at PPOA.

Zoraida has lived in the Tampa Bay Florida area her entire life. She was born in Tampa, raised in Riverview and she now lives in Ruskin, FL. She attended East Bay High School in Riverview, FL and then went on to receive her Medical Assistant Certificate from Concorde Career Institute in Tampa, FL.

Zoraida joined the PPOA family in 2021. She completed an internship at our Sun City Center clinic and then floated from clinic to clinic when needed. She then went on permanently as a medical assistant at our Lakewood Ranch clinic. As a medical assistant, some of her day-to-day responsibilities include taking patients vitals, updating patient charts, performing prior authorizations for medications, answering phone calls and emails, making sure the exam rooms are stocked and cleaned after each patient and making sure the clinic is overall clean at the end of the day.

Zoraida is bilingual in English and Spanish which is extremely beneficial for our Spanish speaking patients. She says, “Being a Mexican American, I understand the many struggles that individuals have with language barriers. I have witnessed personal scenarios where there were language barriers that did not end well. I have always wanted to work in the medical field but seeing so many individuals struggle with getting the proper care they need due to language barriers has made me want to join the healthcare environment and use my voice to be their interpreter and help them get the same care as any other individual. Being at PPOA I have been the only bilingual MA at both Sun City and Lakewood Ranch clinics and I have helped many patients get the care they need. Patients are very appreciative of me translating for them whenever possible.”

Zoraida is a pivotal member of the clinical staff. “Being my only medical assistant in Lakewood Ranch, Zoraida works hard day in and day out. She is very timely and strives to make sure the patient is taken care of. Whether it is just having a simple conversation with them about their day or working to complete prior authorizations for medications/imaging, patients are appreciative,” Eric Alvarez, VP of Clinic Operations says.

PPOA applauds Zoraida for her hard work and thanks her for all that she does. She is truly a Patient Care Champion.

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PPOA Patient Care Champion- Teresa Alvarado

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Teresa Alvarado: Practice Manager, Keller, Texas

 Our employees are all patient care champions, but some go the extra mile and we want to give them the recognition they deserve. They embody the PPOA values known as S.I.T.E. – Safety, Integrity, Teamwork, Empathy – which informs our service to patients and the community through high quality health care.

As a dedicated PPOA employee since 2016, Teresa Alvardo’s hard work has not gone unnoticed. She was recognized last year for her ability to exceed expectations and efficiently service patients in the Dallas area. Once again,  she has been deemed our “PPOA super star” in Texas and nominated as a Patient Care Champion for her personal and professional success.

According to her Senior Director of Clinic Operations in Dallas,  she has come up with  creative solutions as well. Theresa is piloting an initiative to improve timelines for authorizations and increase procedure conversions. The Results? The office has seen a 17% increase in completed cases. “Teresa’s dedication to TPRG Keller and Dr. Heil is top notch and is reflected in the clinics growth and positive patient outcomes,” explains Rhonda Boysen, Regional Director Clinic Operations.

When asked about her experience at PPOA, she commented: “I have really enjoyed working at PPOA.  I have been given the chance to implement my ideas partnering up with a doctor that is very meticulous with quality patient care. My passion has been  about improving  accuracy to provide quality care, which in turn increases productivity and patient satisfaction.”

As the pandemic rages on well in to 2021, Teresa has gone above and beyond to make sure the practice continues to run Covid-free and smoothly.

Teresa was born in McAllen, Texas in the Rio Grande Valley.  She studied Health Information Management at Black Hawk College in Moline, Illinois. Eventually she made her way back to Texas and has been there for about 5 years now.

Teresa has worked in the medical field for 25 years. She started her journey as a Medical Assistant for pediatrics for about 9 years and then continued as a Medical Assistant for another 3 years in family practices. She then expanded her healthcare knowledge into the insurance field. She was a medical insurance manger for 3 years and then went into coding and billing for 4 years.

As a Practice Manager Teresa has many duties. Some of her duties include assuring patients are correctly scheduled, reaching out to patients regarding procedures, clinical visit requirements, issues or concerns, assisting with the check-in/out process, addressing any concerns or tasks providers or medical assistants may have, and she even helps triage patients.

PPOA applauds Teresa for her hard work and thanks her for all that she does. She is truly a Patient Care Champion.

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PPOA Patient Care Champion- Elizabeth Gonzalez

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Elizabeth Gonzalez: Team Lead, Habana, Tampa, FL –

Our employees are all patient care champions, but some go the extra mile and we want to give them the recognition they deserve. They embody the PPOA values known as S.I.T.E. – Safety, Integrity, Teamwork, Empathy – which informs our service to patients and the community through high quality health care.

As clinical team lead in PPOA’s busy Habana pain clinic, Elizabeth Gonzalez is responsible for four employees and up to 80 patients a day, but she wouldn’t have it any other way.

“I feel such a sense of accomplishment to help others, even if it’s just a minimal issue,” she says. “Especially with our specialty, patients are in pain, they are aggravated already and making their day easer is very gratifying.”

A native of Miami, Gonzalez was in and out of doctors’ offices with health challenges as a child. She noticed how accommodating certain nurses were with her mother, making a frustrating situation easier to handle. “I decided,” she said, “that I wanted to be that person.”

Gonzalez has worked for Physician Partners of America for one year and recently graduated with her AA degree in Health Service Administration from Keiser University. She came to PPOA after working as an endoscopic tech/office supervisor in a gastroenterology practice.

“In healthcare, just because you are not a doctor or a nurse practitioner, it doesn’t matter,” she says. “You are part of the patient’s treatment plan.”

Gonzalez not only runs the Habana office; she doesn’t hesitate to travel to other PPOA clinics when they are shorthanded.

“She is always going above and beyond, helping any clinic that needs it,” says Eric Alvarez, regional clinical supervisor. “She is always available to patients and always willing to assist.”

Gonzalez and her family live in Valrico, Fla., a suburb of Tampa. She enjoys reading, especially romance novels.  

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PPOA Patient Care Champion – Lelia “Lee” Nichols

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Lelia Nichols, Nurse Practitioner, North Dallas, TX –

Our employees are all patient care champions, but some go the extra mile and we want to give them the recognition they deserve. They embody the PPOA values known as S.I.T.E. – Safety, Integrity, Teamwork, Empathy – which informs our service to patients and the community through high quality health care.

Lelia “Lee” Nichols, RN, MSN, NP-C, has been a part of the Physician Partners of America family since 2017 and is known for her gentle way with the people who come to PPOA’s North Dallas clinic. “I love to spend time with patients, educate them, and get to know them,” Nichols says.

She is also devoted to her coworkers. “Your team is a big part of what keeps you happy and coming to work each day,” she adds.

Her peers return the sentiment.

“Lee is the most skilled nurse practitioner and advanced practice provider I’ve ever had the privilege to work with,” says Dr. Demaceo Howard, who worked at the North Dallas office with Nichols before his recent move to PPOA’s Frisco office.

Rhonda Boysen, PPOA Regional Director of Clinic Operations for Texas and California, says, “Lee is a true leader and patient champion, always focusing on quality patient care. She is also a leader amongst her colleagues and is always willing to assist in any area of clinical operations, including mentoring newly hired advanced practice providers.”

A native of Georgia, Nichols moved several times as a child but was reared mostly in Nashville and Houston. One thing did not change: even as a child, she knew where life would lead her. “I have always loved to take care of people,” she says. “I knew I wanted to be in the healthcare field even at a young age.” She volunteered at the nurse’s office in high school, and knew for certain what her path would be.

Nichols received her Bachelor of Nursing at Georgetown University in Washington, DC and worked as a nurse at Memorial Sloan Kettering and Mount Sinai in New York. She then obtained her MSN/Family Nurse Practitioner degree from Baylor University in Waco, TX. She also worked as an adjunct professor for clinicals at Baylor’s College of Nursing.

A mother of two, Lee enjoys reading, exercise and tennis in her spare time.

Her expertise and heart for both her team and patients make her our newest PPOA Patient Care Champion.

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PPOA Patient Care Champion- Jan Teemer

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Jan Teemer: Front Desk Assistant, McKinney, TX –

Our employees are all patient care champions, but some go the extra mile and we want to give them the recognition they deserve. They embody the PPOA values known as S.I.T.E. – Safety, Integrity, Teamwork, Empathy – which informs our service to patients and the community through high quality health care.

Jan Teemer’s hard work has not gone unnoticed. Jan is the Front Desk Assistant at PPOA’s McKinney Clinic in Texas. She offers our patients excellent customer service from the moment they walk into the office, which is the key to making them feel comfortable and welcome at PPOA.

Jan currently lives in Savannah, Texas and is happily married to her husband Bill. They have two sons, Jason and Scott, a daughter-in-law, Jennifer and a grandson, Weston. In her free time Jan enjoys reading, attending bible studies, scrapbooking and even volunteering for a pet adoption agency.

Jan was born and raised in Pennsylvania. She was born in New Castle and raised in Hillsville where she attended Mohawk Junior Senior High School. She graduated high school in 1974 and then furthered her education at Wilma Boyd Career School in Pittsburgh, Pennsylvania. Jan eventually started multiple retail businesses with her husband which included chocolate, nut, popcorn and hand rolled soft pretzels shops.

Jan had always desired a career change from retail but still wanted to help people in some way. When she was given the opportunity to join the healthcare industry in 2002 in St. Louis, Missouri, she jumped at the chance. Finally after many years in St. Louis, Jan made her way to Texas in 2014 where she found PPOA.

Jan began her career at PPOA as a Clinical Coordinator at our Carrollton clinic location in Texas. Now she spends her days as the Front Desk Assistant at our McKinney clinic. Some of her day-to-day responsibilities include checking patients in and out of the clinic, scheduling procedures and appointments, completing referrals, verifying patient insurance and prior authorizations, answering incoming phone calls and much more.

Jan has always been a people person, “I have always been a person that loved to help make people’s lives better, I enjoy getting to know people from all walks of life and I am glad my job gives me the opportunity to do so,” Jan says.

This love Jan has for people reflects in her work, “Jan provides excellent customer service to our patients and guests, she makes our patients feel like they are part of a family,” says Rhonda Boysen, Regional Director Clinic Operations.

PPOA applauds Jan for her hard work and thanks her for all that she does. She is truly a Patient Care Champion.

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