Leading with Empathy: The Story of Allison Raphael and Medical Health Associates

By: Hilario Caro, Talent Optimization at StaffBuffalo

In this inspiring episode of the Pain Points Podcast, Lauren Lewis sits down with Allison Raphael, CEO of Medical Health Associates of Western New York, to discuss her unconventional path to leadership, her philosophy on human-centered management, and how she’s redefining what it means to lead with empathy and authenticity in healthcare.

An Unexpected Journey to Leadership
Allison’s career began in the operating room—not the boardroom. After earning a degree in surgical technology and working in Boston hospitals, she quickly realized her passion wasn’t in clinical care but in understanding how healthcare systems function behind the scenes. “I loved the field, but I didn’t love being on the clinical side,” she said.

She spent seven years working across departments—business analysis, administration, and operations—gaining a holistic view of hospital life before moving to Buffalo in 2009. “Neither my husband nor I are from Western New York,” she recalled. “But sixteen years later, I can’t imagine living anywhere else. This is home.”

Finding Her Voice in Healthcare Management
Once in Buffalo, Allison built a career in both large health systems and private practices, eventually serving as a practice administrator for a private OB-GYN group. There, she managed everything from provider recruitment to large-scale construction projects, gaining firsthand experience in balancing financial oversight with compassionate leadership.

“I loved the work, but I realized I’d hit the ceiling,” she explained. “I wasn’t going back to medical school, so I started asking, ‘What’s next?’”

Her curiosity led her to explore teaching, but after a short stint as a college professor, she discovered that structured academia wasn’t the right fit. “I love mentoring,” she said, “but I realized my place was in leadership—helping people grow in real time.”

Pivoting, Passion, and Purpose
Then came an unexpected career pivot—managing a 24-hour animal hospital. As a lifelong animal lover, the role seemed like a dream. “It was the most emotionally draining but rewarding job,” she shared. “It taught me how similar animal healthcare is to human healthcare—and how leadership is universal.”

It was during this time that a professional connection introduced her to Medical Health Associates of Western New York (MHA). After a series of interviews—including what she calls “the longest interview ever,” spanning eight offices in one snowy Buffalo day—Allison accepted the role of CEO.

Taking the Helm at Medical Health Associates
MHA was founded in 2017 when three private pediatric practices came together to form a collaborative network that would allow them to maintain independence while sharing administrative support. Today, the organization has grown to eight pediatric practices across Western New York, representing over 240 employees.

Allison stepped into the CEO role following the retirement of her predecessor, who had served since MHA’s founding. “I knew I had big shoes to fill,” she said. “Chris was loved by everyone. The day he retired, I remember standing with my team thinking, ‘Okay—it’s just us now.’”

Her first major initiative? Centralizing billing operations in-house, a move that improved turnaround times and gave MHA greater oversight and financial transparency. “We realized we could do it better ourselves,” she explained. “It was a big risk, but it paid off.”

Leading Through Communication and Connection
For Allison, leadership is all about communication and trust. “You can’t make changes without explaining the why,” she said. “If people understand your reasoning, they’ll come with you.”

She encourages open dialogue within her leadership team and emphasizes psychological safety—ensuring employees feel comfortable sharing honest feedback. “One of the hardest parts of leadership is getting people to share what they really think,” she said. “But that’s where the best ideas come from.”

Balancing Independence and Support
Each of MHA’s eight offices maintains its own identity, culture, and leadership team—while benefiting from centralized support for HR, billing, compliance, and finance. “Our offices operate independently by design,” Allison explained. “We want them to feel like small private practices, because that’s what patients value—personal relationships and continuity of care.”

The model is rare: MHA is one of only two organizations in the country structured this way. “It’s a hybrid of autonomy and shared strength,” she said. “Our doctors can focus on what they do best—caring for children—while we handle the administrative weight.”

The Chronicles of a CEO
Outside her day-to-day leadership, Allison has become a familiar voice on LinkedIn through her blog series, “Chronicles of a CEO.” What started as a marketing experiment has become a powerful platform for reflection and relatability.

“I didn’t think anyone would care what I had to say,” she laughed. “But the response has been overwhelming.”

Her posts cover everything from navigating gender bias (“being called ‘sweetie’ or ‘young lady’ in meetings”) to balancing work-life boundaries. One viral post recounted her experience attending a national CEO summit as the only woman at her table: “Everyone else had 1,000 doctors or 30 locations. I had eight offices and 240 employees. But I realized that leadership isn’t about scale—it’s about impact.”

Through her Chronicles, Allison shares candid lessons on empathy, authenticity, and self-awareness in leadership. “I want people to see that CEOs are human, too,” she said. “We have insecurities, we make mistakes, and we’re always learning.”

Building Community Through Care
For Allison, the heart of her work is community—both inside and outside the organization. “Buffalo is built on relationships,” she said. “I love that I can go to Wegmans and see people I know. That sense of connection is everything.”

She’s proud that MHA’s practices have maintained their personal touch even as they’ve grown. “Our families aren’t just patients—they’re part of our story,” she said. “We want every parent to feel supported and every child to feel safe.”

At StaffBuffalo, we celebrate leaders like Allison who lead with empathy, courage, and transparency. Just as Medical Health Associates of Western New York nurtures healthier families, we help build stronger, people-first workplaces across our region.

To learn more about Allison’s work or find a pediatric practice near you, visit mhawny.com or follow Medical Health Associates of WNY and Allison Raphael on LinkedIn.