Leadership, Technology, and Care in International Medical Assistance
An Interview with Marcela Herrera, Director of Operations at MCI Group
At MCI Group, combining clinical excellence with operational precision and strategic insight creates real impact. In this interview with our Content Team, Marcela Herrera, Director of Operations and Head of the Medical Team, shares her journey from clinical nursing to leading critical operations in international medical assistance. Her career reflects a strong commitment to both people and performance in one of the most demanding sectors of healthcare.
From Clinical Care to Strategic Leadership
“My career has been a natural evolution from hands-on patient care to health management,” Marcela says. She began as a nurse, developing a solid clinical foundation and a deep sense of empathy. Later, she pursued training in healthcare management, which enabled her to move into team coordination and leadership roles.
“Today, as Director of Operations at MCI Group, I lead a multidisciplinary team, oversee critical processes, coordinate medical repatriations, and occasionally act as an escort nurse when needed,” she explains. “My aim has always been to combine clinical excellence with efficient management.”
Lessons from Medical Emergencies
Marcela’s field experience in emergency repatriations has strongly influenced her leadership style. “These situations taught me to remain calm under pressure, prioritize quickly and accurately, and manage teams across multicultural environments, often with limited resources,” she notes. At MCI, she transforms these lessons into internal training programs that simulate real-life scenarios. These sessions help team members build confidence and decision-making skills that are crucial in high-stakes situations.
Purpose-Driven Leadership
When asked what led her to pursue leadership within MCI, Marcela highlights her desire to create change beyond individual care. “I’ve always wanted to make structural improvements,” she says. “At MCI, I found a place where I could apply my clinical experience within a broader, result-oriented framework. I’m motivated by building an environment where both medical and operational teams feel empowered and supported to make thoughtful, human-centered decisions.”
A Clear Vision for Operations
Marcela believes in aligning clinical quality with operational efficiency and technological innovation. “My vision is to integrate all these areas in a balanced way, always keeping the patient at the center,” she explains. This requires close coordination between the medical, financial, and technical departments, along with a strong emphasis on training and standardizing procedures.
Efficient and Compassionate Service
At MCI Group, cost containment is approached with a strong sense of purpose and humanity. “We work through active case management. Every medical intervention is paired with cost control strategies that never compromise the quality of care,” Marcela explains.
By maintaining strong coordination among the assistance, medical, and operations teams, and applying clear protocols, MCI ensures that both economic efficiency and human dignity are preserved.
Clinical Insight in Decision-Making
Marcela’s dual background in clinical care and operations gives her a unique perspective. “I understand the needs of patients and also how to manage resources and workflows strategically,” she says. This allows her to guide her team in making decisions that are not only feasible but also ethically sound and safe.
She also dedicates time to mentoring and training her staff, helping them see how their decisions affect the people they serve.
Building a Stronger Model
Among the projects she’s most proud of, Marcela mentions the development of a trusted global medical network, better coordination across departments, and the implementation of an internal training model. This program enables case managers to follow standardized procedures while adapting to different situations. “It has strengthened both our service quality and the autonomy of our staff,” she adds.
Daily Operational Excellence
Efficiency and compassion go hand in hand at MCI. “We follow clear protocols, plan carefully, and monitor each case closely,” Marcela explains. “We never lose the personal connection. Continuous training in communication, protocol adherence, and crisis response helps us uphold these standards every day.”
Recognition and Team Spirit
MCI Group has been recognized with awards such as “Assistance Company of the Year” and a CSR award from IAG. For Marcela, these honors are not just professional milestones. “They represent the collective effort of our entire team. For me, as a leader, they confirm that empathy, continuous learning, and dedication are key to achieving excellence.”
Meeting Global Healthcare Challenges
With rising medical costs and overburdened health systems worldwide, Marcela points to resource optimization and strategic negotiation as essential solutions. “We are investing in digital tools, streamlining operations, and most importantly, training our people in efficiency and long-term strategy,” she says.
Strategies for Sustainable Leadership
To remain a leader in international medical assistance and cost containment, Marcela focuses on innovation, adaptability, and active listening. “Maintaining a high-quality provider network and a trained, responsive team is essential. Our commitment to technology and ongoing training helps us stay agile and effective,” she explains.
Motivation Through Impact
What keeps her inspired after so many years in the sector? “Seeing how our work improves lives and makes systems more efficient,” Marcela says. “I’m passionate about helping others grow, developing new leaders, and passing on my knowledge to strengthen the team.”
Advice for the Next Generation
For young professionals who want to combine medicine with leadership and organizational work, Marcela encourages a broad approach. “Combine clinical knowledge with training in management and systems thinking,” she advises. “Don’t be afraid to take on roles beyond direct care. Being part of the structures that enable medical assistance is just as valuable.”
Leading with Integrity and Vision
Marcela concludes with a message that reflects her approach to leadership. “What drives me is the responsibility to lead with consistency, to set a strong example, and to build a culture where ethics, training, and innovation come together. In the end, our work improves patient experiences and, in many cases, helps save lives.”
Marcela concludes with a message that reflects her approach to leadership. “What drives me is the responsibility to lead with consistency, to set a strong example, and to build a culture where ethics, training, and innovation come together. In the end, our work improves patient experiences and, in many cases, helps save lives.”
