Meet our new Director of Practice Operations

Q&A with Kiana Johnson

Meet our new Director of Practice Operations Kiana Johnson! Kiana may be a familiar face – she held the roles of Client Service Manager and Practice Manager at Health Care for the Homeless from August 2020 to October 2022. Most recently, Kiana served as Operations Manager for MedStar Urgent Care. A Baltimore native with more than eight years of experience in health care operations and a Health Science degree from Coppin State University, Kiana will oversee registration, benefits enrollment and dental coordination in her new role. Learn more about her passions and priorities below.

You previously worked here as a Client Service Manager and a Practice Manager (at our West Baltimore site). What persuaded you to return?

Leaving Health Care for the Homeless was a hard and challenging decision for me. HCH has always felt like the right fit and aligned with my future goals. I really valued the culture here and I missed being a part of such a great team. I left to grow, with hopes of an opportunity to return to an expanded role where I could contribute more. I gained some great experience while I was away, but I knew that HCH was where I belonged!

Our core values are dignity, authenticity, hope, justice, passion and balance. Which value speaks to you the most? 

Authenticity.  As a Director, I strive to incorporate this value by leading with transparency and consistency. I’ll make it a priority to openly communicate, whether it’s sharing the “why” behind decisions or admitting when I don’t have all the answers. This builds trust, and trust drives performance.

Practice Operations staff often set the tone for how clients begin their experience with Health Care for the Homeless. Where do you see your teams fitting into the agency and What are you looking forward to most as Director?

Practice Operations is the backbone of the overall client experience. Through registration and enrollment, we ensure that systems run smoothly, appointments are accurately coordinated between each department, and that data is accurate. Strong customer service is a big piece, too. 

I look forward to leading with purpose by helping to align teams around a shared vision and focusing on both results and team culture. I plan to bring fresh ideas, refine processes, and challenge the status quo in a way that leads to meaningful and measurable progress within my departments.

Another top priority is ensuring a high-quality experience for clients. Consistency and coordination within each department is key. To get there, I'm committed to leading with clear, respectful, and empathic communication; following through to close loops to make each step of their visit feel supported and seamless; and ensuring that each client is connected with services that best meet their needs. 

This role requires lots of problem-solving. How will you collaborate with staff when challenges arise?

I make sure that I am visible and present – not directing from a distance. I prioritize showing up calmly with the intent of collaborating. I work alongside staff by first actively listening to ensure that I understand what’s happening and what support is needed. I help solve problems by removing barriers that they may be facing and offering guidance without micromanaging or taking the lead. This allows staff to remain confident, while feeling supported rather than isolated.

As someone born and raised in Baltimore, What do you love about the city?

I love everything about Baltimore. However, what I love the most is the food. Baltimore has some of the best restaurants. I also love the diversity and authenticity compared to other cities. From the dress style to the accent, Baltimore is one of a kind!

What brings you joy or helps you stay balanced outside of work?

Outside of work my daughter brings me lots of joy! She helps me to maintain a balance of work and life. I also enjoy reading. I look forward to my days after work and weekends when I can open my book and escape from the realities of life.

Give Kiana a warm welcome back when you see her!