MEMBER
SPOTLIGHT
Ilene Gilbert-Droge’s Path to Transformative Healthcare Leadership
Ilene Gilbert-Droge, FACMPE, FACHE, EFPM, has built her leadership journey on purpose, perseverance, and a deep commitment to people-first values. Beginning her career in billing and collections, she quickly discovered that impactful healthcare leadership is rooted in creating environments where teams and patients thrive. Now Regional Vice President and COO of HCA CareNow, she continues to inspire through servant leadership, strategic alignment, and genuine care for others.
Q: How did you get your start in healthcare administration?
I began my career in healthcare administration within the revenue cycle, managing billing and collections. It's work that quickly taught me the value of accuracy, persistence, and a clear understanding of the financial drivers behind patient care. As I progressed, I found myself increasingly drawn to the way operational decisions shape both the patient experience and an organization’s financial health.
That curiosity pushed me to take on broader responsibilities, deepening my knowledge of clinic workflows, compliance, and team leadership. Over time, the desire to improve systems and support teams more effectively inspired me to pursue leadership roles where I could influence change at a higher level.
Looking back, those early revenue‑cycle experiences built a strong foundation that continues to guide my approach today — blending technical expertise with a people‑first perspective to strengthen healthcare operations and deliver meaningful impact.
"I have always been driven by a passion for patient care and a desire to help others."
Q: What inspired you to pursue a career in medical practice management?
I have always been driven by a passion for patient care and a desire to help others. While medical practice leaders may not deliver clinical care directly, we play a crucial role in ensuring patients receive efficient, timely, and high‑quality services. By streamlining operations, reducing inefficiencies, and supporting teams across clinics or regions, we help create an environment where exceptional care can truly thrive.
Our work is inherently strategic with leading teams, managing budgets, and guiding decisions that shape the future of healthcare delivery. For me, stepping into leadership has always been rooted in servant leadership: a commitment to uplifting others and making a meaningful, lasting impact on the lives of patients, staff, and the communities we serve.
Q: What accomplishment are you most proud of in your current role?
Despite only being in my current role for a few months, I am already seeing meaningful progress by aligning teams around clear strategies and shared objectives. Establishing expectations and accountability has been essential in driving operational improvements across our group. One achievement I’m particularly proud of is the recent market adjustment review, which ensured fair pay equity and strengthened alignment for our staff.
With disciplined focus, we have improved patient throughput, reduced overhead costs, and achieved the highest participation rate in the history of our Vital Voices employee‑engagement survey. It has been incredibly rewarding to witness how quickly teams respond when goals are transparent and leadership is collaborative.
Leading from the front and investing in both staff and emerging leaders has created a measurable lift in a short period of time. It’s a powerful reminder of what strategic alignment and strong, people‑centered leadership can accomplish.
Q: Can you share a pivotal moment or turning point in your career?
A pivotal moment in my healthcare leadership journey emerged during the early phases of a major operational overhaul across our care network. We were navigating rising patient volumes, staffing and provider shortages, and inconsistent performance metrics across multiple sites. It became clear that traditional top‑down approaches were no longer enough.
In response, I shifted toward a more collaborative leadership style—engaging frontline teams, listening closely to their challenges, and co‑creating solutions that reflected real‑world needs. That change in approach not only improved outcomes but also strengthened trust, communication, and resilience across the region.
It was a defining turning point, one that reshaped the way I lead: with empathy, transparency, and an unwavering commitment to both people and performance. That moment continues to guide my leadership today as I strive to foster environments where teams feel empowered and transformation is truly shared.
Q: What's one challenge you have faced in your career and how did you overcome it?
One of the most significant challenges in my career came during the COVID‑19 pandemic, when our centers faced rapidly shifting protocols, supply shortages, and rising staff burnout—all while striving to preserve high‑quality patient care.
To navigate this, I emphasized transparent communication, agile decision‑making, and empowering local leaders. We deployed real‑time data dashboards to stay ahead of capacity and resource demands, and I remained present and supportive for our teams throughout the crisis. That experience reinforced the essential role of resilience, empathy, and adaptability in effective healthcare leadership.
Q: How has MGMA supported your professional growth (through resources, community or learning opportunities)?
MGMA has played a pivotal role in my professional growth by offering high‑quality resources, a strong peer community, and continuous learning opportunities. Their benchmarking data and industry reports have guided informed, strategic decision‑making, while webinars and conferences have kept me ahead of emerging trends. Most impactful, though, has been the sense of community when connecting with leaders who share similar challenges and aspirations. Those relationships have provided mentorship, fresh perspectives, and a collaborative spirit that continues to shape my leadership journey.
Q: Which skills or perspectives have been most valuable in advancing your career?
The most valuable skills in advancing my career have been strategic thinking, emotional intelligence, and the ability to lead through change. Healthcare is constantly evolving, and being able to anticipate trends, align teams around a shared vision, and adapt quickly has been essential. Equally important has been the perspective that leadership is about service—supporting teams, listening actively, and creating environments where people can thrive. That mindset has helped me build trust, drive performance, and navigate complex challenges with resilience and clarity.
Q: What advice would you give to someone hoping to move from a frontline or administrative role into leadership?
One of the most important steps in growing as a healthcare leader is developing a mindset of ownership and strategic thinking. This begins with understanding how your work contributes to the organization’s broader goals. Seek out cross‑functional projects, ask thoughtful questions, and pursue mentorship from established leaders.
Equally essential is building strong communication and relationship skills because leadership is rooted more in influence than authority. Listen actively, collaborate openly, and support others in achieving their goals. Finally, invest in your own development through continued education, certifications, and staying informed on industry trends. Leadership opportunities often come to those who already demonstrate such attributes without holding the title.
"One of the most important steps in growing as a healthcare leader is developing a mindset of ownership and strategic thinking."
Q: What motivates you most about working in healthcare today?
For me, the work is meaningful because it creates a tangible impact. Healthcare is one of the few fields where every decision, improvement, or innovation directly affects someone’s quality of life. Whether it’s streamlining operations, improving access, or elevating the patient experience, the outcomes have real human significance.
Healthcare workers are the backbone of the system, and creating environments where they feel supported, empowered, and able to deliver exceptional care is a mission that truly matters.
Q: How do you recharge or find balance outside of work?
I enjoy spending time walking on the beach with my husband and being outdoors. I also spend a lot of time caring for feral cats in my community. We feed about 40 cats every night and participate in the "trap, neuter, and release" program. On occasion, we have other dinner guests like racoons, squirrels, deer and even an otter.
Q: Share a fun fact or something most people don't know about you!
I have an identical twin sister who also works in healthcare! I also love to sing and can dominate a car radio if you are driving with me so be prepared!
Member Spotlights are an opportunity to celebrate the incredible work and unique journeys within our MGMA community. If you have a story that inspires, educates or showcases your impact, we'd love to feature you next!
