One Cardinal Health rep strives to improve the lives of others, on and off the job.
When Jacquelene Davis made the decision to begin a new career in pharmaceutical sales in 2005, she was looking for ways to improve the quality of life for others. Her previous experience in social work, together with her involvement in organizations working to support women in minority communities, provided a solid springboard for doing so. In 2016, she joined Cardinal Health, and two years later she became an OR specialist.
For nearly 20 years, Davis has navigated a host of industry changes, including transitioning models of patient care delivery and a global pandemic that led to major difficulties in obtaining the necessary resources to deliver seamless solutions. She attributes her success to her ability to always remain focused on what is best for her customers and their patients. “Especially in the most challenging times, I would imagine if it was my own loved ones waiting for a procedure,” she says.
Changes and challenges
In 17 years, Davis has navigated a number of industry evolutions. “Some of the biggest changes I’ve experienced in medical product sales have to do with the way integrated delivery networks (IDNs) have developed systems of continuous and accountable care,” she says. Most IDNs deliver patient care around a model that permits patients to seek care across various facilities, thereby improving patient outcomes, she points out. “In addition, the ability for patients to receive medical consults from their home has led to an increase in at-home diagnostic testing and improved care for the elderly and immobile populations.”
With the positives have come some challenges, Davis continues. “As for so many other sales reps, the greatest challenges I’ve encountered in medical products sales have emerged as a result of the COVID-19 pandemic,” she says. “The scarcity of raw materials led to the inability to manufacture certain medical products. At the same time, there were transportation, labor and port issues, which resulted in major backorders and discontinuation of materials. My colleagues and I had to work together, learn to think more creatively and become more resilient to determine the best possible solutions. We leveraged the scale and breadth of our portfolio and distributed products, as well as solutions and supply chain expertise, to minimize the impact of these fluctuating supply chain challenges on our customers.”
To the best of her ability, she controlled unknown variables and focused on delivering solutions that would best support her customers’ ability to manage crises. “Whether this entailed building Presource® packs and kits, or providing realistic expectations on delivery timelines and availability of materials, I was available and present for my customers throughout the duration of the pandemic.”
Adding to supply chain difficulties was the inability to meet with her customers in person, notes Davis. Working remotely made it more difficult to cultivate authentic relationships with clinicians and customers, she explains. “Initially, this impacted my ability to problem solve and deliver clinical value in ways we were accustomed to doing. However, I quickly navigated through the challenges and found effective ways to be ever-present in my accounts and hold meaningful conversations with customers, demonstrating a deep knowledge and understanding of their business.”
Indeed, her extensive knowledge, reliability and general sense of professionalism have helped Davis forge strong relationships with her customers before, during and since the pandemic. “One of my key strategies for staying connected with customers has been to offer a ‘total office call,’ she says. “I collaborate with every single healthcare professional, from corporate employees to clinicians and environmental and supply chain members, who handle the products I sell. I want them to trust in my service and my ability to support them and make their jobs easier. I pride myself on being ever professional and always bringing value to my customers.”
Community outreach
Long before Davis channeled her desire to help others through her career, she began working closely with Delta Siga Theta Sorority, Inc., a sisterhood comprised of mostly Black college educated women, which was founded in 1913. “The organization’s mission is to serve the community through the principals of Sisterhood, Scholarship, Service and Social Action,” she says. “Its goal is to uplift and support minority communities while taking a stance on issues that affect Black communities. This, in turn, affects people of all walks of life. The organization has over 1,000 chapters throughout the world.”
A volunteer for 27 years, she is a member of the Elk Grove Alumnae Chapter (Elk Grove, California) and currently the Chair of the Economic Development Committee. “The committee provides economic education to the community on various topics, such as home ownership and financial literacy and investment,” she explains. “We collaborate with local women’s and children’s shelters, as well as work to serve the local community through clothing, shoe and food drives designed to benefit people and children in need. This is a committee I hold near and dear to my heart. It’s a favorite of mine, as it works directly with those in need, providing a safety net and access to stability and rehabilitation.”
More recently, Davis joined CSU Chico Young African American Ladies in Higher Educations. “I joined CSU Chico two years ago and currently serve as the primary advisor for the Pi Xi collegiate chapter of Delta Sigma Theta Sorority, Inc.” she says. “In this role, I assist the young ladies in remaining compliant and active with the organization’s mission to serve the local community and take an active stance in social action and the policies and laws that affect the Black Community. I act as their counselor and confidante, helping ensure their academic success and graduation from college. Additionally, I share the necessary tools to help them transition from a collegiate student to a professional.
“I believe this is my most rewarding role! It has given me an opportunity to directly impact these young ladies’ lives by helping them develop lifelong skills, an appreciation of higher education, political awareness, an understanding of sisterhood and an appreciation of the importance of serving our communities. I find great joy in working with these young collegiates, as I know they will continue to be an asset to the organization and the communities we serve.” Indeed, she recently watched the collegiate members of her chapter be commemorated into the CSU Chico Museum as the longest standing Women’s Black Greek Letter Organization on campus.
Both in her role as a medical products sales rep and volunteering with communities in need and young college women, Davis continues to fine tune her ability to treat others with empathy, compassion and sincerity. And she never misses an opportunity to learn new ideas and grow. “I’ve learned to always be patient and professional – even during times of adversity and unreadiness,” she notes. “I’ve also learned to maintain my confidence and support continued growth and progress.”
These skills have helped her become a better colleague, friend and family member, she points out. “They have allowed me to remain passionate, loving and understanding, of both myself and those whose lives I impact. It’s an honor to be a support system for so many others.”