Alice Issai
Episode 62

Narrator: Welcome, friends, to another episode of The Story & Experience Podcast. Join your host, Japhet De Oliveira, with his guest today, and discover the moments that shape us, our families, and communities.

Japhet De Oliveira: Welcome to another episode of the Story and Experience podcast. I am delighted. Obviously, I've been at Adventist Health Glendale for a few of these episodes, but today, right now, late in the afternoon, the day is nearly over. I'm here sitting across somebody very unique at Adventist Health Glendale, California. I won't tell you yet. You'll hear in a second. For anybody who's brand new to the podcast, we have a hundred questions. I ask the first 10, and then the guest gets to choose between 11 and 100. She's smiling right now. Oh, I leaked a little bit of a secret there. All right, so let's begin.

Could you tell us your name and does anybody ever mispronounce it?

Alice Issai: My name is Alice Issai. I'm Armenian, and my parents spelled it like Alice, A-L-I-C-E, so yes, of course, I get mispronounced from time to time. And it's actually a good clue, because then I know people that really know me or they just pretend they know me.

Japhet De Oliveira: That's good. I'll remember to do that properly. That's fantastic. Alice, how long... Well, actually, what do you do right now for work?

Alice Issai: I'm president for our Glendale Medical Center.

Japhet De Oliveira: Yeah. And how long have you been president here?

Alice Issai: Four years.

Japhet De Oliveira: Four years. Now this is something that... You've been in healthcare for a long time?

Alice Issai: Correct.

Japhet De Oliveira: Oh, yeah. What kind of work have you done in healthcare?

Alice Issai: I started in healthcare in 1979, right out of college. Had a degree in finance from Andrews University, and actually I started here as a financial analyst. Then did this for a couple years, and then moved on to City of Hope Medical Center, which is a cancer research institute here in Southern California, one of the prominent cancer centers in the country. I was there for 12 years and I started growing in my finance career there. I left there after 12 years as a vice president of finance. It was a phenomenal career.

Then I went on to Kaiser Permanente, a very different type of healthcare delivery system, the largest integrated HMO in the country. I started my career there as their chief strategy and chief financial officer for their largest medical center and a smaller community hospital. I was in charge of $1.5 billion, and my late father said, "Make sure you know how many zeros are in a billion before you get started."

This was in 1997, I believe. It was a big number. And I did that for about nine years. Then I got tired of finance, went into operations, was chief operating officer there, and did a lot of great work. Then I moved on to an academic center, UC Irvine Medical Center as their chief operating officer. It was a phenomenal career. Did major, major changes and accomplishments there. And then I moved on to another academic medical center, USC Cancer Center, Norris Cancer Center. I was chief operating officer there for two and a half years until my boss here, Andy Jahn, found me.

Japhet De Oliveira: Yeah. Yeah. 

Alice Issai: So that's why I landed here as the president of this medical center.

Japhet De Oliveira: Hey, that is fantastic. That's fantastic. That's quite a serious amount of experience inside there. Lots and lots of places. And right now I understand, I mean, here we are at Glendale, and this is on the footsteps of Hollywood and in California. And so if anybody international wants to kind of place where this hospital is... You enjoy what you do?

Alice Issai: Absolutely. I love what I do.

Japhet De Oliveira: I know.

Alice Issai: And I feel very blessed that I have this opportunity, and I bring almost 40 years of experience from all those very complex places into this very unique medical center here.

Japhet De Oliveira: It is very unique. Very unique. Hey, let's talk about when you get up in the morning, what's your first drink of the day? Is it water? Is it coffee? Is it light tea? Is it a liquid green smoothie? What kind of...

Alice Issai: Maybe it's a sip of water.

Japhet De Oliveira: A sip?

Alice Issai: And then I get into coffee right away.

Japhet De Oliveira: I'm glad you balance it. A sip of water. All right. And tell me, where were you born?

Alice Issai: I was born in Tehran, Iran.

Japhet De Oliveira: Wow. That's great. That's great. And when you were a child there, what did you imagine you would grow up to be?

Alice Issai: Very funny you ask that. I was thinking, I remember I was helping my aunt, who was a school principal. I was helping her during summers to write the report cards for the students. I had very nice handwriting, so I helped her with that. And I remember one day she asked me, "What do you want to be?" I was maybe 13, 14 years old, and I said, "I want to be in charge of a business." And then she said, "Why that?" I said, "Well, I want to be the boss of a business." So I knew that I enjoyed math a lot and wanted to be responsible for something big.

Japhet De Oliveira: That's great. Yeah. Well, you are and you have. That's fantastic. I love how you've blended finance and operations altogether into this whole world. That's great. If people were to describe your personality, would they say you're an extrovert, introvert, and would you agree?

Alice Issai: They would definitely say I'm extrovert.

Japhet De Oliveira: Yeah. And that's true?

Alice Issai: It's true. It comes out most of the time.

Japhet De Oliveira: No, no, I know. I know. It's great. It's great. What about habits? Are you an early riser or late night owl?

Alice Issai: More like late night owl.

Japhet De Oliveira: More like late night. All right. All right. That's good. And then here's leadership question. Are you a backseat driver?

Alice Issai: Absolutely not.

Japhet De Oliveira: OK.

Alice Issai: And one of the things I enjoy the most is really understanding where my team... No matter what stage of my career I was, I enjoyed understanding where my employees or my team were. And if they needed help, I went down to their level and provided guidance. But very quickly I would come back up to where my role was. So I really thrive and enjoy seeing my team excel. And if they need help, I'm there. And because of the intense background I've had in so many different organizations, I'm able to go down really fast, identify the issue, and then guide if needed, and then come back up again.

Japhet De Oliveira: That's fantastic. Now everybody can understand why I'm so excited to be able to speak to you, Alice, today, just because of the privilege to be with a person who has had such a great career and is leading in so many places. So this is good. All right. You have the chance now to choose between 11 and 100. Eleven's a little bit easier and hundred's a little bit more complex. Where would you like to go?

Alice Issai: How many questions?

Japhet De Oliveira: Oh, as much as we have time for, so...

Alice Issai: Alright. Well, let's ease into it.

Japhet De Oliveira: OK. Yeah.

Alice Issai: How about question number 15?

Japhet De Oliveira: 15. All right. What is the one thing that you always misplace?

Alice Issai: Misplace?

Japhet De Oliveira: Yeah.

Alice Issai: It's probably my reading glasses.

Japhet De Oliveira: Hey, I know a lot of people who say the same thing. Yeah, yeah. OK. That's good. All right. After 15, where do you want to go next?

Alice Issai: Let's go to 35.

Japhet De Oliveira: 35. All right. Share a special interest or unique talent that you have.

Alice Issai: Special interest, I enjoy traveling quite a bit. And the exciting part of the traveling is the unknown place that I'll go.

Japhet De Oliveira: Oh, OK.

Alice Issai: The planning phase of it is very exciting. And then just anticipating the unknown that I will encounter is also very exciting. So that's what I really enjoy.

Japhet De Oliveira: Oh, that's fantastic. That's not everybody's cup of tea to go to unknown places. That's great. Good. All right. Where after 35? Up or down?

Alice Issai: Let's go to 38.

Japhet De Oliveira: 38. All right. If you needed encouragement, who would you call?

Alice Issai: I would probably speak with my husband. He's very rational. And he always states the facts and the way it should be, rather than feel sorry for me or so I go to him. He's always very matter-of-fact, which is... I appreciate it.

Japhet De Oliveira: You love that. That's good. Well, hey, that's great. All right. After 38, where would you want to go next?

Alice Issai: Let's go to 45.

Japhet De Oliveira: 45. Alright. When people... And I know this happens often. When people come to you for help, what are they usually asking for?

Alice Issai: They probably will be asking, how do you deal with a certain type of personality? And how do you deal with a difficult situation? So I encounter those types of questions, whether it's from friends and families or at work. I do come across those types of questions.

Japhet De Oliveira: And when you help them resolve that, do you have a method that you use all the time? Are you just direct, or do you have stories or... Yeah.

Alice Issai: I listen really carefully. I ask a lot of questions. And then I'm usually very direct, and I always try to put myself in their place, and I always try to find a win-win for them and the issued individual they're seeking to ask advice for.

Japhet De Oliveira: That's fantastic. That's good. That's good. All right. Where would you like to go next?

Alice Issai: Let's go to 52.

Japhet De Oliveira: 52. All right. Oh, this is great for you. Can you share what motivates you?

Alice Issai: What motivates me?

Japhet De Oliveira: Yeah.

Alice Issai: When I'm asked or I'm challenged... Challenging situations put in front of me...

Japhet De Oliveira: Yeah. You like those?

Alice Issai: I get very motivated and I try to do a lot of thinking, planning solutions, developing solutions, so yeah.

Japhet De Oliveira: Do you find that you create the challenges sometimes just to ramp up the motivation?

Alice Issai: I probably try to solve it in such a comprehensive way that sometimes I feel like maybe have created a challenge for me that was maybe not necessary, but I'm aware of it.

Japhet De Oliveira: Oh, that's pretty good. Hey, that's really insightful. That's fantastic. All right. After 52, where next?

Alice Issai: Let's go to 58.

Japhet De Oliveira: 58. What is something small, really small that you are extremely passionate about?

Alice Issai: Politeness.

Japhet De Oliveira: Oh. Oh, I like that.

Alice Issai: Someone that's polite and they pay attention to their environment and they say their "thank yous" or their "excuses," or "sorrys," I should say.

Japhet De Oliveira: Yeah. That's really good. That's actually interesting. I have not heard that a lot. And yet we all love it, right? We all love it.

Alice Issai: We love it. And I think maybe one other thing that's very simple that I appreciate, and it goes a long ways, additionally, is a smile. A smile goes a long ways. And it's just so sincere and genuine. And I appreciate that, too.

Japhet De Oliveira: That's so true. That's so true. Hey, I like that a lot. All right. After 58, up or down?

Alice Issai: Oh, I can go back up?

Japhet De Oliveira: Oh, you can, yeah.

Alice Issai: Let's go all the way. Let's go to the hard ones.

Japhet De Oliveira: Alright. Alright.

Alice Issai: Let's go to 66.

Japhet De Oliveira: 66. All right. Tell us about one of your favorite songs, and what do you love about it?

Alice Issai: I don't have a favorite song, but I like music a lot. And it's those, I would say, pop music songs I grew up with takes me back to when I was younger in Iran. I like listening to those.

Japhet De Oliveira: Good life memories.

Alice Issai: And it just puts a big smile on my face.

Japhet De Oliveira: That's good. That's good. So if you had to choose a radio station or a pop up song, what would that? Do you have one that you would think of? This is a song we should all listen to.

Alice Issai: I don't.

Japhet De Oliveira: No. OK. All right. That's good. Hey, that's great. I like it. I like it. So good. Alright. After 66, up or down?

Alice Issai: Let's go to 75.

Japhet De Oliveira: 75. All right. Do you remember the very first item you bought with your own money? And if so, what was it and why?

Alice Issai: With my own money?

Japhet De Oliveira: Yeah, as a child.

Alice Issai: I think.... Oh, as a child?

Japhet De Oliveira: Yeah.

Alice Issai: I think the one example or the one memory I have is when I bought my first car. So it was when I started working actually here at Glendale Adventist, at the time I was a financial analyst. And I earned enough, I bought a little brown Toyota brand new.

Japhet De Oliveira: Oh, that's awesome.

Alice Issai: So it was very special.

Japhet De Oliveira: It was good?

Alice Issai: Very good.

Japhet De Oliveira: It ran a long time?

Alice Issai: Ran a long time and I sold it. After I got a little bit more advanced, I could own a car with an air conditioner, then I did that.

Japhet De Oliveira: Isn't it amazing? Yeah. Windows.

Alice Issai: But I was very proud of that purchase.

Japhet De Oliveira: It would be, it would be. It's beautiful. Good. Alright. After 75?

Alice Issai: 78.

Japhet De Oliveira: 78. Tell us what gives you childlike joy.

Alice Issai: Childlike joy. When we're able to laugh at things, even things that we shouldn't be laughing at like some funny situation. And it's OK to laugh and it's permitted to laugh. A good laugh.

Japhet De Oliveira: A good laugh.

Alice Issai: A good laugh.

Japhet De Oliveira: What's a good laugh feel like to you? Is it like painfully good?

Alice Issai: It's painfully good that I have to hold my stomach. I love those laughs.

Japhet De Oliveira: Those are good. And you have those often?

Alice Issai: Very often.

Japhet De Oliveira: That's great.

Alice Issai: Very often.

Japhet De Oliveira: Are you the one who starts that laughter?

Alice Issai: I'm a big contributor.

Japhet De Oliveira: Yeah, I was going to say.

Alice Issai: I'm a big contributor. My husband is a very funny guy a lot of times. So we do laugh a lot.

Japhet De Oliveira: That's great.

Alice Issai: And in the office as well, we have good camaraderie and we laugh a lot. So I love a good laugh that you have to hold your stomach and your tears are coming down and you're having a hard time catching your breath.

Japhet De Oliveira: Those are good moments. They're very healing. They're very healing.

Alice Issai: Very healing.

Japhet De Oliveira: Yeah. I love that. Good. All right. Where next off that?

Alice Issai: We did 78, right?

Japhet De Oliveira: Yes, 78.

Alice Issai: So let's go to 85.

Japhet De Oliveira: 85. Describe a role model you aspire to be like, someone you aspire to be like.

Alice Issai: A role model. So we had Queen Elizabeth die a few days ago, and I was in England not too long ago, in the month of July, early July. And I've been thinking a lot, because I was just there. And so I think what has inspired me or shocked me is the feeling of the people of UK, that how it's made them very sad. And that just has made me think, why are they so overwhelmingly sad about? And I think her character of being very steadfast, loving her family regardless, and keeping safe, making people feel safe. One of my friends that we visited there, she was texting me saying that no matter what happened in the world, we always felt safe, that she kept us safe. So those are the characteristics that resonated with me. And I guess that today I'll be striving to be like her.

Japhet De Oliveira: Hey, that's great. That's beautiful. A nice tribute, as well. That's good. Alright. That was 85.

Alice Issai: Well, how many more, Japhet?

Japhet De Oliveira: Well, we have time and we can go up to a hundred, so it's up to you. I'll give you a notice when we get close to the end and I'll say, "Hey, two left."

Alice Issai: OK. Oh, well, let's do 99.

Japhet De Oliveira: 99. OK. All right. So here's a complex question. What is the most difficult truth that you've ever told?

Alice Issai: About myself?

Japhet De Oliveira: It could be about anything. What's the most difficult truth that you've ever had to tell?

Alice Issai: That I had to tell?

Japhet De Oliveira: Yeah. Pause. Think of... Take it back. It is complex. I mean, there are lots of things we have to say that are hard for others to hear, and sometimes some of the things about true things are very difficult to share with someone else. And it could be about yourself, or it could be something you had to say to someone. What would that be?

Alice Issai: So one situation that comes to my mind was reflecting on a conversation that happened in front of a large group. And I had to go back and share with my boss, this was a few jobs ago, that that comment was very hurtful for a lot of people. And it was very, very difficult. Very difficult. I was new at the organization and I had to reflect on that, and I felt it was my job to bring it to his attention. And I did that. To this day, I remember the impact of it.

Japhet De Oliveira: How did they handle it?

Alice Issai: Not well.

Japhet De Oliveira: Not well?

Alice Issai: Not well at all. And then we had to revisit it again and again.

Japhet De Oliveira: Did you feel it was worth it?

Alice Issai: It was very well worth it, because I took care of a big group of folks that were offended and hurt by it. And I felt I owed to them to bring it to someone that's higher than me, to their attention. It was hard. And I'm not even sure that to this day, it sunk in. But I'm proud that I did it.

Japhet De Oliveira: Yeah. Hey, that's beautiful. That's about character. It's about character, about doing the right thing. All right. That was 99. Yeah. Where would you like to go next?

Alice Issai: Shall we go to 100?

Japhet De Oliveira: OK. Sure. We could do 100. Yeah, absolutely. So question 100 is this, could you tell us about one question that you don't want to answer?

Alice Issai: One question that I don't want to answer? Probably what our nation is going through right now, and I'm put on the spot about some other racial issues that I feel strongly about and I may not want to share.

Japhet De Oliveira: Yeah, I know. It is a complex time. Yeah. Yeah. Hey, thank you. Thank you for sharing that. So now your choice is to continue in another area. Is there another number that you want to go to?

Alice Issai: Since we've done higher numbers, let's go to low numbers and have a little fun.

Japhet De Oliveira: Yeah, sure, sure. Which number would you like?

Alice Issai: How about 19?

Japhet De Oliveira: 19. All right. What is your exercise routine?

Alice Issai: Oh, boy.

Japhet De Oliveira: Oh, boy?

Alice Issai: I was very athletic up to several years ago. Played racketball very intensely. And prior to that, I played a lot of basketball, swimming. But I guess I haven't had a big routine lately. When I get a chance, I do swim.

Japhet De Oliveira: Oh, swim. That's great. That's great. Are you a lap person or a wading in the water person?

Alice Issai: Lap person.

Japhet De Oliveira: Lap person. Alright. Under the water, or just...

Alice Issai: No, above the water.

Japhet De Oliveira: Above the water. OK. It's a pretty diehard start for it. That's good. So after 19, where next?

Alice Issai: 40.

Japhet De Oliveira: 40. Oh, if you wouldn't mind, tell us about a time that you failed.

Alice Issai: Time that I failed?

Japhet De Oliveira: Yeah.

Alice Issai: I think it was a time that I didn't pay attention to the signs coming my way, and I could have paid more attention. I thought that I had the answers, but I didn't. And I should have paid attention to some signs coming my way.

Japhet De Oliveira: Do you see that happening to others, as well? And if so, what can you do to help them?

Alice Issai: I think what that experience taught me was being more introspective, and I tried to help folks with that, really pay attention. And even if you don't agree, by paying attention, you have that much more knowledge and intel to make the next decision. And so I learned a lot about that experience, and I try to be more present. And really, it has helped me be a better listener and not rely... And sometimes our experiences are so strong that we have a lot of reliance on what we've done in the past, but there are times that the past experiences may not be the right solutions for the future, so...

Japhet De Oliveira: That's good. That's good wisdom. I appreciate that. So after 40.

Alice Issai: 62.

Japhet De Oliveira: 62. Oh, this is good for you. What does a sense of community mean to you?

Alice Issai: Sense of community, it's usually when we're able to really put our hair down and be our authentic selves and have fun. And even if there are differences, it's great because you appreciate how to be flexible.

Japhet De Oliveira: That's true.

Alice Issai: But when you don't have your guard up and you can just relax and...

Japhet De Oliveira: Be the authentic person.

Alice Issai: ...laugh and be the authentic person, to me that's a sense of community.

Japhet De Oliveira: That is really important. Everybody needs that. Right? Do you find... This is going to be an extra question, but do you find that you have to create those communities? Or do you just find that they exist and you end up joining all of them?

Alice Issai: I think as we grow older, we tend to look for the ones that it's a better fit for us. I think that's what I'm seeing myself more into it that I like this community better, because that's more with my values and where I can really enjoy and I don't have to pretend. So I think it's more now as I get older, it's more about finding the right one for myself.

Japhet De Oliveira: That's great. That's great. All right. Where after 62?

Alice Issai: Let's do... Have you done 17?

Japhet De Oliveira: 17? No, we haven't. Share what day is the most special to you on the entire calendar and why?

Alice Issai: Don't judge me, OK?

Japhet De Oliveira: OK.

Alice Issai: Actually, there's two dates.

Japhet De Oliveira: OK. That's fair enough.

Alice Issai: So I do cherish my birthday.

Japhet De Oliveira: That's good.

Alice Issai: I think every year I feel like God gave me another year. It's a gift. I treat it as a gift, and I never say, oh, I'm older, so I really cherish that I had the opportunity to see another number.

Japhet De Oliveira: I like it.

Alice Issai: And then another day that I really enjoy is Christmas Eve.

Japhet De Oliveira: Oh, yeah?

Alice Issai: And it's just how my family, we bring all our family together, big, big crowd of 25, 30 people, and it's just the most delightful evening of the year for us.

Japhet De Oliveira: Oh, no, I could not judge that at all, because I am absolute fan of Christmas. That's my favorite season.

Alice Issai: Right, right.

Japhet De Oliveira: I could start celebrating Christmas today. No, that's good. That's great. Oh, I love that. Alright, you have time for two more numbers.

Alice Issai: Two more numbers.

Japhet De Oliveira: So which would you like your last two to be?

Alice Issai: We haven't done anything... Have you done anything in the eighties?

Japhet De Oliveira: I think we did one in the eighties.

Alice Issai: OK. So let's do 82.

Japhet De Oliveira: 82. If you could keep only three possessions, what would they be and why?

Alice Issai: I have a set of pearls.

Japhet De Oliveira: Oh, yeah?

Alice Issai: That my aunt gave me, and she told me when she was alive that you will inherit this. And when she told me that I was very young girl. And she said, "These are from 1930s." And then years forward, she passed away. And her sister, my other aunt, brought me this bowl of pearls that the string had broken. And she said, "This is those pearls." So of course I had it...

Japhet De Oliveira: Rehung.

Alice Issai: ...rehung. And you probably see me wear it all the time. And it's very, very special to me. I think probably something I will cherish for a long time. I have a picture of Jesus in a circular frame. And my son, when he went... He was maybe three years old or four years old, he went to preschool and in their preschool they did that. And he glued Christ's picture on this wooden frame and with a little ribbon that you can hang. And I just love the way that looks. Very simple, but very special. So I have that by my bed. It reminds me of him when my son was a boy, a little boy. And that's Jesus. And he made it. So I cherish that a lot. And it's always there with me.

Japhet De Oliveira: That's beautiful.

Alice Issai: And the third item is probably a pin that my mom gave me, has rubies on it, and rubies are my birthstone. But I had an uncle that was a jeweler and he passed away many, many years ago, I was four years old. And my uncle, a jeweler made that for my mom. It's a fan with rubies on it, and it's just so special. Reminds me of our family's background, a jeweler, then my mom having it and giving it to me. It's very precious.

Japhet De Oliveira: That's beautiful. I love how each of your possessions are connected to a person. Yeah. That's really beautiful.

Alice Issai: Interesting.

Japhet De Oliveira: They connect you to a memory of somebody who's really special to you. That's beautiful.

Alice Issai: Thank you.

Japhet De Oliveira: That's good. That's good. Alright. Our very last question, our last number. Where would you like to go?

Alice Issai: Let's do 70.

Japhet De Oliveira: 70. Alright. Actually, this is perfect for you. Tell us about one thing that you are determined to accomplish.

Alice Issai: So I had an interesting call about two weeks ago from UC Irvine School of Business, their Merage School of Business. As you recall, I said I worked there at the medical center for six and a half years. So somehow they found me, my profile interested them. And they called me because they're starting a program to grow the next generation of leaders in healthcare. And the program has a certificate program and it's, I believe, a 12-month program. And the program has three tracks, a chief nursing officer track, a chief medical officer track, and their third track is chief operating officer, chief financial officer, and CEO track.

Japhet De Oliveira: Alright.

Alice Issai: So we started...

Japhet De Oliveira: Well, you've done all of those three.

Alice Issai: I've done pretty much all of them in my entire 40-year career. And so we started talking and they became very interested in my accomplishments, and now, long story short, they've invited me to lead that track. And I think, I didn't realize that it would be something amazing if I can put all my experience together and help the next generation to be successful and have a phenomenal career like what I have had the opportunity to experience. So it triggered something that I wasn't ever thinking about, that I could be teaching. So I'm thrilled about it.

Japhet De Oliveira: That's fantastic.

Alice Issai: I work towards that to help the next generation, the younger generation of folks that have an interest in healthcare and healthcare leadership.

Japhet De Oliveira: That is a great thing to be determined to accomplish.

Alice Issai: It feels daunting, but it sounds exciting.

Japhet De Oliveira: It's a great gift. It's a great gift, and they will be blessed to have your experience, as well. Alice, thank you so much. I know you have an incredibly busy schedule. Thank you so much for taking time.

Alice Issai: Thank you. I really appreciate it, and thank you for the opportunity.

Japhet De Oliveira: No worries. I want to encourage everybody who's listening to do the same thing. Sit down with great people, ask questions, listen. I am changed. You will be changed, and we will grow better communities. God bless everybody. Thank you again, Alice.

Alice Issai: Thank you.

Narrator: Thank you for joining us for The Story & Experience Podcast. We invite you to read, watch, and submit your story and experience at AdventistHealth.org/Story. The Story & Experience Podcast was brought to you by Adventist Health through the Office of Culture.