By Shane Reeves, PharmD, CEO, TwelveStone Health
As we reflect on leadership, one image continues to resonate: the idea of “the man in the arena,” a phrase popularized by President Theodore Roosevelt. Years ago, during a visit to Sagamore Hill, I was reminded that Roosevelt admired those who step forward — those who strive valiantly in a worthy cause, even when the work is difficult and the outcome uncertain.
That philosophy mirrors what leadership looks like at TwelveStone Health Partners.
Infusion care is not easy. It requires clinical precision, emotional intelligence, operational discipline, and relentless follow-through. Every day, our nurses step into the arena for patients who may be anxious, managing complex chronic illness, or navigating life-altering diagnoses. Our pharmacists ensure therapies are prepared with accuracy and safety. Our intake teams coordinate benefits, authorizations, and scheduling with speed and empathy. Our billing and revenue cycle teams work diligently behind the scenes so patients can focus on healing rather than paperwork. Our sales team courageously build new referral relationships, often starting with cold calls and earning trust one conversation at a time.
None of this is sideline work. It is active, engaged, mission-driven leadership.
In infusion care, leadership is not defined by title — it is defined by ownership. It shows up in the extra moment a nurse takes to reassure a patient. It is present in the meticulous attention to documentation that prevents downstream denials. It is visible in the facility teams who maintain safe, welcoming environments. It is demonstrated when a team member chooses service over convenience.
Excellence in infusion care is cumulative. It is built one patient interaction at a time.
That commitment to excellence is why we launched the Five-Star Google Review Challenge. Our goal is ambitious: to close 2026 with 3,500 five-star reviews — a significant increase from where we stand today. This initiative is not about competition for its own sake. It is about recognizing the consistent delivery of compassionate, high-quality care. It is about celebrating teams that translate our mission into measurable patient experience.
Recognition matters. When our Germantown Infusion Center earned the highest number of five-star reviews in January, it reflected more than positive feedback. It reflected clinical excellence, operational reliability, and a culture of ownership. Those reviews are not marketing metrics alone — they are evidence that patients feel seen, heard, and cared for.
Leadership in healthcare is often quiet. It is found in early mornings, full schedules, difficult conversations, and steady hands. It is measured not only in outcomes but in trust.
As we move forward, our charge is clear: continue stepping into the arena. Lead with courage when challenges arise. Lead with compassion when patients are vulnerable. Lead with excellence when the details matter most — which is always.
I am proud of the leaders across TwelveStone who choose the arena every day. In a healthcare environment that grows more complex each year, that choice makes all the difference.
And it is worthy work.
