In this episode, Sami traces his path from his early days in patient intake to becoming a director who is known for balancing empathy with operational structure and team momentum.

He shares what human-first care looks like in the unpredictable pace of call centers, offers strategies for supporting teams through burnout, and talks about the role of technology—both where it helps and where it creates friction in patient interactions.

Sami reflects on the pivotal moments that shaped his leadership approach, the hard-earned lessons that came with them, and the practical tools that continue to make a real difference for both patients and staff.

Whether you’re deep in intake workflows, leading an operations team, or just trying to hold on to your values in a system that runs on pressure, this conversation brings thoughtful insight, grounded experience, and genuine heart.

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