Get to Know... Tena Messer

Get to Know ... Tena Messer
Executive Vice President Practice Operations

1. How long have you been with AON?

I have been with AON for four years (started January 2020), but I have been with a legacy practice for 31 years.

2. What does a "day in the life" look like for you in your role?

My day begins with coffee and a quick assessment of calendar events and a plan for the day to achieve key tasks for projects. And then more coffee. I am typically fielding calls and texts from physicians and direct reports by 7:30 a.m. Pending meeting commitments, I arrive at a clinic location by 8:00 a.m. or 8:30 a.m. and then it is on! I am juggling project work between meetings, taking impromptu calls to support team members as well as keeping a running list of “to-dos” collected along the way. I try to be available to managers, directors and physicians as much as possible when they have questions, so they can keep moving with their work. Meeting commitments can be a bit challenging and quickly consume a day, often pushing project work and email catch-up to the evening. During the day, I keep a running mental and physical list of key tasks and projects, and I reference reminders placed on my calendar to achieve deadlines and goals for the timely completion of key items for the day. I typically pick a focus and a few of the key items that I must complete by the end of the day, and I often do this by clinic, division or physician. I have found this most successful when there are many competing tasks and projects. I typically head home around 7:00 p.m. if I do not have a late meeting requiring me to be in person at the particular office. After dinner, I typically return to the laptop to churn out a bit more work, answer emails and ensure systems work is complete (Concur, WorkDay, Circulus, etc.). Typical tasks for the day include contract reviews, agreement updates, financial statement and expense reviews, revenue cyclerelated reports reviews and clinic performance reviews among other projects. I visit practices at a minimum quarterly and more often as needed for problem or project management.

3. What goals are you and your team working to achieve?

I have incredible team members, and we are continually striving to improve efficiency, staff support and cost savings. It is critical for our leaders to understand the tasks and challenges of the different positions in the clinic to give proper guidance. An overarching goal is to support, train and empower managers to operate their clinics confidently. We are currently focused on staff engagement, front office/financial counselor workflow accuracy and efficiency and ensuring a smooth transition of patient care support services to the clinics.

4. How does your role contribute to AON's overall mission and goals?

Supporting physicians to grow and lead their practices. Our mission is to promote quality patient care, a positive work culture and financially healthy divisions.

5. What are you most proud of when it comes to your team and department?

Our patient satisfaction scores for almost all of our practices are above goal, and this is worth all of the work we do to support the clinics. I am also very proud when I receive positive feedback about the AON team supporting a clinic. Just recently, an office manager shared that she loved her job with AON when I inquired about how things were going for her practice. Our goal would be to hear this from all staff.

6. What principles guide your work and vision?

Be fair, objective, honest and productive.

7. How do you define the word success?

When I mentor someone to succeed above and beyond my ability, then I am successful.

8. How do you lead your team? What is your leadership style?

Challenge, trust and appreciate. I try to be a kind leader and set clear expectations, and I may be a bit intense at times. This pushes us to succeed in completing projects, avoid pitfalls and be proud of our work. I do not ask a team member to do anything I would not do or jump in to support them in completing a task. I recognize we all make mistakes, and I expect transparency in this regard. We learn and grow from mistakes.

9. What's your favorite part about working for AON?

I am proud to work for a company that supports quality oncology practices in communities where access to care is limited. Our mission to support physicians to build their businesses and lead their practices in models best positioned to provide cutting-edge care is refreshing from a corporate institution and even better with overall cost savings.

10. What has been the most memorable moment for you while you’ve worked for AON?

After the Messino Cancer Centers joined AON in January 2020, I arrived at the office one very chilly January morning and was very fatigued from the events of the transition. Just as I approached the building, my phone rang. It was Todd Schonherz. I answered with a bit of anxiety as to why he might be calling. I was pleasantly surprised to discover that he was calling just to check on me and the physicians and see how we were doing. This call meant a lot, and a call I will never forget.

11. What motivates you to get up and get to work in the morning?

My desire is to help others and be productive. “Always be productive” is a lesson I learned from my dad.

12. What is a quote you live and/or work by?

There is no “can’t.” If you want to see me do it, tell me I can’t.

13. What are your favorite hobbies outside of work?

Flower gardening, glamping and hiking, going on adventures and spending time with my standard poodles Ranger Rick and Bogey Bear.

14. What is your favorite book (or books)?

The Way of the Shepherd and Pillars of the Earth.

15. What is a fun fact about you?

I cared for and accepted rescue llamas for several years. It was lots of work but so rewarding to see these regal animals in my pasture.

16. What piece of advice would you give your younger self?

Lighten up and smell a rose or two. It’ll be all right.

17. List three adjectives that describe your personality.

Tenacious, caring and sincere.

18. What is one of your favorite travel destinations, or where do you hope to travel to in your lifetime?

My favorites are Spain, Costa Rica and Budapest. My future travel destinations, I hope, include a river cruise down the Rhine and Italy.

19. Who is your hero?

My brother Michael. No one has a bigger heart.