Hearts of Excellence

Human-Centered HR Practices That Reduce Burnout and Improve Resident Care

What makes healthcare leadership more than just a role? In this episode of Hearts of Excellence, host Chelsey Gheyara [https://www.linkedin.com/in/chelseydague/] sits down with Sarah Schacher [https://www.linkedin.com/in/sarah-schacher-leadership/], Chief Human Resources Officer at Majestic Care [https://www.majesticcare.com/] and Bluegrass Consulting Group [https://www.linkedin.com/company/bluegrass-consulting-group/]. With over 20 years in healthcare, Sarah shares her journey from supporting vulnerable populations to leading HR initiatives that empower frontline care teams. Together, they discuss the importance of human connection in healthcare, removing barriers for care teams, fostering a culture of excellence, and supporting both staff and residents. Sarah’s experiences highlight the heart behind healthcare leadership and remind us that effective leadership is about service, empathy, and creating meaningful moments for those who provide and receive care. This conversation offers a deep dive into leadership, people-first management, and the unique rewards of supporting care teams in long-term care. In this episode, you’ll hear: * How strong relationships shape healthcare culture * Strategies for supporting frontline staff and preventing burnout * Why healthcare leadership is more than policy and process Highlights: (00:00) Meet Sarah Schacher (02:00) Supporting vulnerable populations and finding purpose (05:00) Balancing operations and direct care experiences (08:00) Connecting administration with clinical teams (11:00) Building a people-first culture in large organizations (14:00) Intentional rounding and human connection with care teams (18:00) Removing barriers to simplify staff workflows (22:00) Using technology to empower care team members (25:00) Navigating competing needs of staff and residents (29:00) Joining Majestic Care and Bluegrass Consulting Group (32:00) Serving staff with empathy and recognizing contributions (36:00) Lessons on vulnerability, leadership, and accountability (40:00) Defining excellence in healthcare leadership

How Senior Living Communities Create Memorable Experiences for Residents

What makes long-term care more than just a job? In this episode of Hearts of Excellence, host Chelsey Gheyara [https://www.linkedin.com/in/chelseydague/] and Majestic Care CEO Paul Pruitt [https://www.linkedin.com/in/paul-d-pruitt/] sit down with two leaders in the senior living industry, Shannon Ammerman [https://www.linkedin.com/in/shannonammerman-83a4281b/] and Sarah Davis [https://www.linkedin.com/in/sarah-davis-28291398/]. With decades of combined experience in long-term care, Shannon and Sarah share their insights into the rewarding yet challenging work of supporting seniors and their families. Shannon, Vice President of Senior Living at Majestic Care [https://www.majesticcare.com/], started her career as a CNA, while Sarah has spent over 13 years shaping high-performing sales teams and helping families navigate life-changing decisions.  Together, they discuss the importance of creating meaningful experiences for seniors, building connections with residents and care teams, and overcoming the emotional hurdles of working in this field. Their stories showcase the heart behind the work and remind us why senior care is more than just a job, it’s a calling.  This conversation offers a deep dive into leadership, empathy, and the unique rewards of senior living care. In this episode, you’ll hear: * The impact of strong relationships in senior living communities * How to support families through tough transitions * Why long-term care is more than just providing care Highlights: (01:50) The emotional impact of working in senior care (04:00) How working with seniors filled Shannon’s life (07:00) The challenges and rewards of leading in senior living (10:00) The importance of having strong support systems (12:30) Stepping into leadership roles with confidence (14:00) Navigating daily challenges in senior care (17:00) Advocating for seniors and creating lasting connections (20:00) The role of relationships in successful senior living communities (22:30) Why senior living can be misunderstood (24:00) Advocating for keeping families together (27:30) Creating vibrant and personalized activities for seniors (30:00) The importance of finding purpose in senior living (32:30) Advice for those entering the senior care field (35:00) Defining excellence in senior living care

Where Nursing Gets Personal: Life in Long-Term Care

What makes long-term care more than just a job? In this episode of Hearts of Excellence, host Chelsey Gheyara [https://www.linkedin.com/in/chelseydague/] sits down with Payton Nienaber [https://www.linkedin.com/in/payton-nienaber-msn-fnp-bc-96703228a/], Director of Nursing Services at Majestic Care of Newburgh [https://www.majesticcare.com/location/newburgh/]. From starting as a CNA in 2014 to becoming a board-certified Family Nurse Practitioner, Payton’s journey is rooted in resilience, growth, and a deep commitment to people. Alongside Majestic Care CEO Paul Pruitt [https://www.linkedin.com/in/paul-d-pruitt/], they explore what it really means to lead in long-term care: from navigating overwhelming challenges to building meaningful relationships with Residents and Care Team members. Payton shares powerful stories of connection, advocacy, and the moments that remind her why this work is so much more than a career. This is a conversation about heart, leadership, and why the best care starts with seeing people as people. In this episode, you’ll hear: * Why long-term care is truly a people business * How strong support systems shape great leaders * The importance of treating staff and Residents with humanity Highlights: (00:00) Introduction (00:40) Long-term care vs. hospital life: “DC vs. Marvel” (01:13) From CNA to Director of Nursing and Nurse Practitioner (03:00) A Resident who felt like family (06:00) Falling in love with long-term care (10:20) Balancing leadership, life, and education (11:00) The power of support systems (12:30) Stepping into leadership before feeling ready (16:30) Navigating daily challenges in long-term care (22:40) Why long-term care is misunderstood (23:20) Advocating to keep a Resident and spouse together (26:30) Why long-term care is a people business (30:15) Advice for new healthcare professionals (32:00) Leading with humanity and empathy (37:10) Payton’s definition of excellence

How Great Healthcare Leaders Balance Patient Care and Business Operations

How do you carry the heart of patient care into leadership and operations? In this episode of Hearts of Excellence, hosts Chelsey Gheyara [https://www.linkedin.com/in/chelseydague/] and Paul Pruitt [https://www.linkedin.com/in/paul-d-pruitt/] sit down with Brittany See, Enterprise Reimbursement Strategist at Majestic Care [https://www.majesticcare.com/], to explore how clinical experience can shape stronger leadership, better systems, and more meaningful outcomes in long term care. Brittany shares her unique journey from occupational therapy to becoming an EMT and firefighter, and ultimately stepping into a strategic leadership role. Her story reveals what it means to see the full continuum of care, from emergency response to rehabilitation and independence, and how those experiences built her passion for serving the geriatric community. Together, they dive into the intersection of clinical care, documentation, reimbursement, and leadership, highlighting how data and systems should always reflect the real people behind them. This conversation challenges leaders to rethink how they approach operations, emphasizing empathy, adaptability, and the importance of supporting teams where they are. This episode highlights the power of maintaining a clinical lens, building strong team cultures, and using innovation to enhance care without losing the human connection at its core. In this episode, you’ll hear: * How Brittany’s experience as an EMT and therapist shaped her leadership perspective * Why documentation and data are critical to delivering quality patient care * How leaders can balance operational demands with empathy and connection Highlights: (00:00) Introduction (01:00) Brittany’s background in therapy, EMT, and firefighting (05:00) Discovering a passion for geriatric care (08:00) Transitioning into a leadership role early in her career (10:00) Balancing patient care with operational responsibilities (14:00) Joining Majestic Care and stepping into strategy (17:00) Connecting clinical insight with reimbursement and data (20:00) Improving care through documentation and team alignment (23:00) Leading teams through challenges and mindset shifts (27:00) The role of support systems and organizational culture (31:00) How technology and AI are shaping the future of care (36:00) Why every resident has a story (39:00) Advice for clinicians moving into leadership roles (41:00) Final reflections on purpose and impact

How Empathy Changes Healthcare

How do you truly show care beyond their medical diagnosis? In this episode of Hearts of Excellence, host Chelsey Gheyara sits down with Dr. Adrienne Boissy [https://www.linkedin.com/in/boissyad/], Chief Medical Officer at Qualtrics [https://www.qualtrics.com/], Neurologist, and former Chief Experience Officer at the Cleveland Clinic [http://www.clevelandclinic.org/]. Together, they explore how empathy, leadership, and innovation shape more meaningful care experiences. Dr. Boissy shares powerful patient stories that changed how she sees healthcare, reminding us that behind every clinical decision is a human being navigating fear, uncertainty, and hope. From the emotional weight families carry to the growing role of technology in care, this conversation challenges us to rethink how systems can better support both patients and caregivers. This episode highlights the importance of curiosity, connection, and designing care environments where people feel seen, heard, and valued. In this episode, you’ll hear: * How social isolation can affect people as deeply as physical pain * How technology should support connection, not replace it * How leadership starts with self-awareness and intentional human connection Highlights: (00:00) Introduction (01:06) Early patient moment that reshaped empathy (05:19) Why patients are overwhelmed by healthcare complexity (09:30) Rethinking life in long-term care environments (11:30) The role of empathic curiosity in care (13:00) Social isolation and its impact on the brain (15:30) Leadership, identity, and personal values (18:22) Showing up authentically as a leader (20:00) Communication and disagreeing with empathy (22:04) Transitioning from clinical care to leadership and tech (25:00) Defining purpose through the “Joy Pie” (28:00) Balancing technology with human connection (31:00) Recognizing and supporting caregivers (33:00) Creating meaningful patient experiences