At Ross Medical Education Center, we are lucky to have faculty and staff who bring deep, personal experiences into the work they do with our students every day. Caroline Heinrich, our Online Student Services Director and a recent GEM Award nominee, is someone who truly understands what it means to balance a busy life with big goals. Known for her “big personality” and a high-energy, loyal nature, she has spent her career helping others find their potential, even when life gets a little chaotic.
We sat down with Caroline to discuss her journey from public schools to Ross, the life-changing moments that shaped her, and how she helps her students navigate their own paths to success.
Can you tell us about your background and where you grew up?
I grew up right here in Dayton, Ohio. After high school, I moved to D.C. for about ten years before eventually finding my way back home. If I had to describe myself in simple terms, I’m a high-energy, loyal person. I’ve got a big personality, and I think a lot of that comes from my upbringing. I was a kid of a divorced family in the 90s, which was a pretty toxic environment, but back then, you just kind of rolled with it.
What was your life like immediately following college?
I went straight to college for elementary education, and I was actually pregnant with my son during my very last semester. After I graduated, I just kind of bounced from job to job for a bit before going back into the education field. I spent about 12 years in the public school system, specifically in special education at the high school and middle school levels.
What eventually led you to Ross, especially since healthcare wasn’t your original path?
I eventually realized I wanted to step out of that public school environment, which led me to Ross. I started at the Dayton campus as an SSD (Student Services Director). I tell my students blatantly: I am not the person to ask about the clinical or medical knowledge of your program. That isn’t my forte. But because of my background in education, I know how to teach you how to study.
How would you describe the energy of your household?
My home life is what I’d call “constant chaos,” and I love it. My husband and I have two teenagers. My son is 15 and my daughter is 12, and I’m currently eight and a half months pregnant with our third! Everyone in our house has ADHD, so it is just constant noise and energy. I’m always telling them, “You’re going to be great, guys!”
How you like to do in your rare moments of free time?
I love to read. That is my hobby and my escape. Life is hard enough, so I don’t want to read anything too serious or self-help related. I stick to young adult or romance fiction. I need a good escape to shut off my brain. Some people like reality TV for that, it’s “trash,” but it helps you shut down for a bit, but for me, it’s a book where I can just disappear for a while.
Can you walk us through the different roles you’ve held at Ross?
I started at the Dayton campus as a Student Services Coordinator. Shortly after, things realigned and I began working with hybrid students. At one point, I went on vacation and came back to find out I was being offered an online position. I think I held about four different titles in a one-month span, moving from Dayton to Bowling Green, then North Canton, then the online Medical Office Management program, and finally Pharmacy Tech.
You’ve found a real niche in the Pharmacy Technician program. Why do you enjoy it?
Pharmacy Tech is my niche. I’m really proud of the work we’ve done here. I think we’ve worked out a lot of the kinks, and it’s been a smoother path for our students lately. It’s actually become one of the largest programs at Ross. We only have five or six Student Services Advisors for that many people, so it’s a massive operation, but I love the pace.
You were instrumental in launching the live tutoring program. How did that come about?
I’m really proud of this. I reached out to leadership and suggested live tutors because I saw students getting stuck on one assignment and just giving up. Our retention numbers were struggling, and I knew they needed that extra push. Now, we have live tutors not just in Pharm Tech, but in Nursing and across the online programs. Seeing it exponentially help our numbers and our students has been my big “yay” moment.
You navigated a major personal crisis while working at Ross. Can you share that experience?
About four months after I started, my husband was in a horrific motorcycle accident. I was actually in the car behind him with my kids when it happened. I came over the hill and saw his bike in the middle of the road. He ended up in the ICU with three missing vertebrae and a broken pelvis. It was traumatizing. I remember calling my boss on a Sunday night and saying, “Do not let me lose my job, but I am not coming in.”
How did the Ross community support you during that time?
The response was immediate: “Are you okay? How is your husband?” There was no judgment, only support. Ross treated me like a person. They made sure I didn’t lose my job while I was taking care of him. When I finally got back, they didn’t just throw me into the deep end; it was a gentle rhythm to get back into things. That’s why I love working here, the culture of caring about the person behind the employee is real.
Looking back, what advice would you give to your younger self?
Don’t base your major life decisions on someone else’s direction. I had the chance to pursue a different educational path, but I chose a different route because of where I thought I needed to be for someone else at the time. While I value every part of my life today and wouldn’t change the person I’ve become, I sometimes wonder how prioritizing my own goals back then would have shifted my world. Everything led me to where I am now, and I’m much stronger for having found my own way eventually.
Who has been a major mentor or guide in your life?
My grandmother. She was in the education system her entire life, as a teacher and on school boards. I always looked up to how she handled her career and her dedication to students. She was my guide on how to be a professional while staying involved and caring. I know she’d be so excited for the new baby we have on the way.
What accomplishment are you most proud of?
My children. My biggest goal has been keeping them from the hardships I had to face growing up. My kids are 12 and 15, and they are still very “childlike” in a lot of ways. They didn’t have to grow up fast or be on high alert. I’ve taught them to advocate for themselves and set boundaries. My daughter apologized for getting a C once, and I told her, “As long as you did your best, that’s all I care about.”
How has your transition to the Director role been going?
It’s been great. Kelly, the VP over online, has been really helpful in helping me transition into the role slowly by adding different responsibilities over time. Until recently, I still had my own caseload because I love being in the mix and helping connect the dots, whether it’s financial aid or SAP, to help the students move forward.
What have you learned about yourself this past year?
I’ve learned that I need to not be so impulsive and that I need to learn to say “no” more often. I tend to help too much. I know I can do the work, so I just do it rather than asking for help. I’m not the type of person to ask someone to do something I’m not willing to do myself, but I’ve realized that I need to step back sometimes and focus on me and my family.
Can you tell us about the new addition to your family?
It’s a girl! We are naming her Raven. She is due at the end of January or beginning of February. My daughter’s birthday is also in February, so we are having a very busy February. My daughter has been “threatening” the baby, telling her she isn’t allowed to be born late because she doesn’t want to share a birthday!
What is your perspective on the Pharmacy Technician program’s growth?
It’s incredible. I think the online portion has been huge for accessibility. We’ve worked hard to make it a smoother transition for students to go from this program into other programs, and some of our credits even transfer over to the HCA program now.
How do you handle it when students share their personal struggles with you?
We sometimes get hit with a lot of trauma. So I think it’s important to be open and receptive and not break that trust. I’ve learned that the best thing you can say is often just to be there for them. Because of my own history, I can empathize with them. I try to help them see that their current situation doesn’t have to define their future.
You talk a lot about advocating for yourself. Why is that so important to you?
I spent a long time learning that lesson. Whether it’s a student needing food or a kid needing to say “I don’t want to wear that,” you have to be able to speak up for your needs. I teach my kids that if they see a personality trait in someone else that they don’t appreciate, they should see it as a lesson for what not to do in the future.
What has your experience been with the leadership team at Ross?
It’s been very collaborative. Working with the team on the tutoring project and with Kelly on my new role has shown me that they genuinely invest in the staff. They allow you the space to suggest new ideas, like the tutors, and they actually listen when you see a way to improve things for the students.
How do you feel your 12 years in public schools prepared you for Ross?
In public education, testing and numbers are everything, it’s how you stay relevant. I worked at a charter school that spent a lot of money on professional development just to learn how state testing worked. That gave me the ability to break things down for students who are intimidated by exams. I can show them how to navigate the system so the system doesn’t overwhelm them.
What is the most rewarding part of being a Student Services Director?
Witnessing the dots connect. Whether it’s helping a student fix a financial aid issue or seeing them finally understand a study method that works for them, it’s about the breakthrough. When a student goes from being on the verge of giving up to feeling confident, that’s the best part of the job.
What are you most looking forward to in the coming year?
I’m looking forward to a bit of a slower pace and focusing on the baby and my older kids. Those first few months are so important for bonding. While I love my work, I’m looking forward to that time where I can just be present with my family and watch the kids grow together.
What is the final advice you give to every incoming student?
I tell them: This isn’t your forever. What you are going through right now – the stress, the late nights, the personal trauma – is not your forever. You are working for your “forever.” Life hits you with a lot of things you can’t choose, but you can choose to move forward through them. Don’t let a temporary hurdle stop you from the career you’re building.
Caroline’s journey is a powerful reminder that our past experiences help shape the support we can give to others. Through her dedication to student advocacy and her ability to lead with authenticity, she continues to make a lasting impact on our online community and ensures that every student has the tools they need to succeed.