For 23 years, Shelley Kincaid has remained an integral part of AOM Infusion’s intake team, growing and evolving alongside the company. Kincaid credits AOM for shaping her career in infusion therapy. “They literally have taught me everything I know,” she reflects. Her eagerness to learn, paired with her dedication to serving patients, has guided her from insurance coordinator to Director of Intake.
Before joining AOM, Shelley spent eight years with Texas Oncology and seven in hospice care. These experiences strengthened her empathy and sharpened her understanding of patients’ needs. She originally planned to become a lawyer, but a summer job in a nursing home and later work as a hospice aide opened her eyes to the administrative side of health care and the power of small acts of compassion. When a merger at Texas Oncology prompted her to seek a new path, AOM recognized her unique blend of administrative expertise and patient-centered instincts and created a position for her. “Looking back, I probably should have been a nurse or a doctor,” she says, noting that she’s always felt called to care for others and that her early care roles shaped the leadership qualities she brings to AOM today.
Empowering Teams and Patients
As Director of Intake, Kincaid leads three critical departments that ensure AOM’s care remains seamless: intake and authorization, document control, and patient resources. Together, these teams verify benefits, obtain necessary authorizations, process hundreds of forms and medical record requests daily, and manage patient statements, manufacturer copay assistance, and other behind-the-scenes details that directly support continuity of care for patients and their families. Kincaid calls the patient resources team “an integral part of AOM,” echoed by many in the company. Their commitment and attention to detail ensure patients have the support and resources they need, while giving referring providers confidence in AOM’s reliability. By providing updates in as little as two hours, the team helps patients start treatment on time and keeps care partners closely informed.
Much of Shelley’s work happens behind the scenes, but it has a direct impact on patient care. “When intake and authorization run smoothly, nurses can focus on delivering care, and patients receive timely treatments without unnecessary stress,” she explains. Shelley takes pride in ensuring her teams have the tools, guidance, and support they need to succeed. “I want my staff to feel confident in their work and know they’re making a difference for patients every day.”
Her dedication to patients goes beyond processes and paperwork. Shelley recalls working closely with a patient’s mother to ensure he had everything he needed for a smooth treatment experience. “I stayed involved to make sure all the details were in place and that he had the support and resources he needed,” she says. “Being able to help him and his family navigate their care and feel confident every step of the way was incredibly rewarding.” This personal attention reflects the care and commitment Shelley brings to her role, ensuring patients experience seamless support from AOM from start to finish.
Employee-Centric Leadership in Action
Her influence extends beyond processes and procedures. Shelley emphasizes collaboration, mentorship, and professional growth, helping team members learn and advance while keeping patient care at the forefront. “Each role I’ve held at AOM has taught me something new about leadership, teamwork, and the importance of supporting one another,” she reflects.
AOM has mirrored that support back to her. “They’ve helped me learn. They send me to conferences. They make me feel very much a part of the team.” That commitment also showed itself during one of the hardest times in her life, when her mother passed away. AOM gave her the time and flexibility she needed to be with her family. “They were there for me,” she recalls. Today, she brings that same empathy to her own leadership, staying close to the day-to-day work so her teams feel supported and patients experience seamless care.
Recognized for Excellence
Recognized by her team with AOM’s “Awesome to the Core” Employee Award for exemplifying the company’s core values, Kincaid’s 23-year journey reflects both her personal dedication and the supportive culture at AOM. Her eagerness to learn, paired with her commitment to serving patients, has guided her from her first position as insurance coordinator to her current role as Director of Intake.
“I’m proud to be recognized, but it’s really the collaboration of my team that makes everything possible,” she shares. The award highlights not only her own contributions but also her ability to foster a culture of accountability, accuracy, and support that strengthens the entire intake operation.
Infuse Your Career with Purpose
Shelley’s story highlights the importance of every role in delivering exceptional patient care. AOM Infusion is seeking talented, compassionate professionals across the U.S. who want to grow, learn, and make a meaningful impact. Explore opportunities here: AOM Careers.
