Health care business operations-An inside look

Health care business operations-An inside look

May 19, 2014Jordan Daus Senior Project

Leadership structureLeadership structure

Chagrin Falls Leadership Organizational Chart

Chagrin Falls Leadership Organizational Chart

Clinical Roles & ResponsibilitiesClinical Roles & Responsibilities

• Patient intake (vital statistics, medication reconciliation, etc.)

• Communication of patient condition(s) /concerns to Physician

• Collaboration with Nursing Team on patient tests

• Answering the phones-assisting patients with questions/problems

• Helping patients get refills on medications and answering questions about medications.

• Collaborating with PSR’s on outside appointment scheduling.

Shipping & Receiving for facility

Shipping & Receiving for facility

• Items are shipped to facility on a regular basis.• Staff order items based on needs of facility.• Items vary from medications to items used for

procedures.• All items must be received in via the Lawson

system. This system helps vendors ensure they get paid for the items they shipped to Chagrin Falls.

• Cleveland Clinic has its own internal storeroom (at main campus) that items can be shipped from.

• Department Coordinator receives in items and distributes through the building.

Canine Therapy Dog programCanine Therapy Dog program

Chagrin Falls FHC has a Canine Greeter program•Benefits for patients-dogs help distract them from not feeling well and any procedures they might have moving forward.•Dogs help make the health center a more friendly environment to help put patients at ease during their visit.•Dogs also help employees reduce stress as well as bring joy to their everyday routine.•Chagrin has 4 Canine Greeter/Therapy Dogs that come regularly.

Patient Service Representative (PSR) Role

Patient Service Representative (PSR) Role

• The PSR has very unique role.• They are responsible for a number of duties:

• Registering patients• Verifying demographics & insurance

coverage• Collecting co-pays• Answering phones• Scheduling appointments• Working with the Clinical staff on

patient scheduling issues.• Working with the Doctors on scheduling

additional appointments and outside appointments.

Focus on compassionFocus on compassion

http://www.youtube.com/watch?v=cDDWvj_q-o8&feature=share&list=PL95B29FDF6B7A3B17

Cleveland Clinic is focusing on educating staff regularly on compassion . They are working to ensure patients feel cared for empathy from the staff. Below is a video used in training that won a national award and has been all over YouTube.

What I learned from this experience

What I learned from this experience

• Learning the needs of a department/area and being proactive on making sure those needs are met/exceeded.

• Medical leadership/management is a more difficult job than I thought.

• Effective communication is very important to help the building run smoothly among the managers, clinical & clerical staff.

• Being compassionate and thinking about the patient at all times is VERY important.

How this will benefit me in the future

How this will benefit me in the future

• I may be interested into going into healthcare because of this experience.

• I will continue to be willing to do anything asked of me in the work setting to better any organization I am affiliated with.

• I will continue to develop my communication skills with others.