From Helping Customers to Helping Patients: A Journey Fueled by Purpose

Career paths aren’t always straightforward. Sometimes, they take unexpected turns that lead to opportunities you never imagined.

For BAMA graduate, Desmond Smith, that journey began in the food industry before moving into retail. While working in Lowe’s lumber department for nearly four years, healthcare wasn’t initially part of the plan. But encouragement from family members already working in the medical field—and close friends who believed in their potential—planted a seed that would ultimately change everything.

“I was very hesitant about switching jobs,” Desmond recalls. “I was young, and I was worried about starting over.”

Working in customer-facing roles taught them the importance of helping others, but something was missing.

“I wanted to do more than just ring up items or serve food to people,” Desmond says. “I wanted to help people who needed a little more support.”

That desire led them to pursue Certified Nursing Assistant (CNA) training, where they completed six months of coursework, passed both their written and skills exams, and began building valuable clinical experience. But they knew they wanted to continue growing in healthcare.

When a close friend recommended Bay Area Medical Academy, the opportunity immediately stood out.

“What caught my attention was all of the experience you gain and get exposed to,” Desmond says.

There was just one challenge: they were already working full-time in a skilled nursing facility.

“I didn’t know if I could manage working full time and going to school,” Desmond explains. “Thankfully, everything worked out in my favor.”

That balance paid off. Throughout BAMA’s medical assisting with phlebotomy and EKG program, Desmond found far more than technical training.

“The instructors took their time with us, answered our questions, and made sure we understood what we were learning,” Desmond shares. “I always felt welcomed and never felt afraid to use my voice.”

Beyond the classroom, they built friendships with classmates who shared similar goals and found mentors who helped build both their knowledge and confidence.

Some of the most memorable moments came during hands-on skills training.

“I had never given an injection or drawn blood before,” Desmond says. “I was so nervous that I might hurt someone.”

Those fears quickly disappeared with the guidance of their instructor. “They completely broke all of that fear and nervousness. They taught me the right techniques and gave me the confidence to face those challenges.”

The practical experience didn’t stop there. Before completing their Medical Assistant externship, Desmond had the opportunity to work as a Practice Coordinator at UCSF Psychiatry, gaining valuable front-office experience that made the transition into clinical care even smoother.

“BAMA helped me connect everything together,” Desmond explains. “Having both the administrative experience and the clinical training gave me so much more confidence.”

Today, that confidence is evident in their role as a Medical Assistant 3 at the UCSF Psychiatry Clinic.

Each day brings new responsibilities, from taking vital signs and rooming patients to managing medication refills, assisting during injection clinics, communicating with providers, coordinating with pharmacies and insurance companies, and helping patients access the resources they need.

Looking back, Desmond credits BAMA’s hands-on curriculum for preparing them to step confidently into the fast-paced clinical environment.

“The lab days and all the practice we had really prepared me for what I do every day.”

Reflecting on the transition from student to healthcare professional, Desmond describes it as the realization of a goal they had envisioned from the very beginning.

“I was determined to finish school and work for one of the best healthcare organizations in California. That motivation kept me going.”

For students considering a similar path, Desmond’s advice is simple: don’t let fear hold you back.

“Don’t be afraid to try new things,” they say. “Walk into situations with confidence, even if you’re nervous or don’t understand everything yet. Every experience is a stepping stone.”

They also encourage future healthcare professionals to remember why they chose this field.

“Don’t do it for the paycheck. If you enjoy helping patients and improving their health, a thank you and a smile from a patient is worth more than a paycheck.”

And perhaps the lesson they’ve carried with them most throughout their career: “Always have patience with your patients. We don’t know their pain, so always try your best to understand what they’re going through and help improve their situation.”

Looking ahead, Desmond isn’t finished growing.

Their long-term goal is to become a radiologic technologist at UCSF while continuing to learn from mentors and support others entering healthcare.

“I want to help people who are in the same position I was in. I want them to know I’ve been there, and I want to help them get through it.”

From retail to patient care, Demond’s journey is a reminder that sometimes the most rewarding careers begin with simply saying yes to a new opportunity.