Describe what you learned about organizational leadership during your professional practice experience. How have your experiences improved your understanding of operational management?

Please use the following as a guide.

1. During my professional practice experience, I had the opportunity to observe and participate in a collaborative effort between our department, the IT department, and the training department. The goal of this collaboration was to transition from one electronic medical record (EMR) system to another, specifically from the Credible EMR system to the CareVoyant EMR system.

The collaboration between the departments was characterized by effective communication, shared goals, and mutual respect. Regular meetings were held to discuss the transition plan, address any concerns or challenges, and ensure that everyone was on the same page. The project manager, who was my preceptor, played a crucial role in facilitating communication and ensuring that all departments were working towards the shared goal of a smooth transition.

One of the main challenges we encountered during the implementation of the new software was related to glitches associated with uploading patient files. Some files were not uploaded properly, which could have led to data inaccuracy and accessibility issues. To address this, the quality management team, including my preceptor, worked closely with the IT department and the vendor to fix the issues. Through open and transparent communication, the team could identify the glitches' root causes and implement the necessary fixes, ensuring that patient data was accurately and securely transferred to the new system.

Additionally, during the rollout of the new EMR system, some of the case managers experienced difficulties in submitting clinical documents after patient doctor appointments. This was another area where effective communication played a crucial role. The case managers provided feedback on the specific challenges they were facing, and the training department used this feedback to create a comprehensive training course to address these issues. The course covered topics such as navigating the new system, submitting clinical documents, and troubleshooting common problems. By providing the necessary training and support, disruptions were minimized, and case managers were able to effectively use the new system to document and track patient care. Overall, the collaboration between our department, the IT department, and the training department resulted in a successful transition to the new EMR system. Through effective communication, shared goals, and mutual respect, disruptions were avoided, and data accuracy and accessibility were significantly improved. This collaborative effort demonstrated the importance of interdepartmental collaboration in achieving organizational goals and delivering high-quality patient care.

MANAGER OR SUPERVISOR'S RESPONSIBILITIES My manager is tasked with overseeing the Quality Management (QM) system of the company, which is a comprehensive framework comprising over 50 quality metrics. These metrics are designed to quantitatively assess the clinical and operational performance of the company across four key domains: Human Resources, Operations, Health & Safety (HR/Operations/H&S); Clinical Effectiveness; Marketing and Customer Satisfaction; and Financial Efficiency. Her role involves ensuring that these metrics are effectively managed and aligned with the company's objectives, thereby ensuring high-quality service delivery and operational excellence. This responsibility is critical as it directly impacts the company's reputation, regulatory compliance, and overall success.

MANAGER OR SUPERVISOR'S BACKGROUND She has a rich and diverse professional background that has equipped her with a broad range of skills and knowledge necessary for her current role. Her experience as a Physician Practice Manager, Nursing Home Administrator, and Director of a Home Care Agency has provided her with a deep understanding of various healthcare settings and the unique challenges each presents. Her MBA in Health Administration has laid a strong foundation in healthcare management principles, while her certifications as a Brain Injury Specialist (CBIS) and a Certified Professional of Healthcare Quality (CPHQ) demonstrate her commitment to specialized knowledge and quality care. Her progression through various positions at ReMed/Collage and partners, including Case Manager, Program Director, and Director of QM, has also allowed her to develop a comprehensive understanding of the company's operations and quality management practices. Additionally, her experience with Electronic Medical Records (EMR)/Electronic Health Records (EHR) systems and involvement in mergers and acquisitions (M&A) for new programs have further broadened her skill set, making her well-prepared for her current position. CHALLENGES She identifies several significant challenges in the healthcare field. Firstly, the rapidly evolving healthcare landscape, driven by legislative changes and shifting priorities of funders, requires constant adaptation and understanding of new regulations and funding models. This is particularly challenging when it comes to Quality Management (QM) metrics, which are critical for assessing the quality of care and operational efficiency. Secondly, the balance between financial stability and providing necessary care, according to her, is a perennial challenge, as reimbursement rates and models (fee-for-service, managed care, pay-for-performance) continually evolve, impacting the financial planning and resource allocation of healthcare providers. Lastly, she said, working in environments with limited diversity poses personal challenges, highlighting the importance of fostering inclusive and diverse workplaces in healthcare. REASONS FOR CHALLENGES She believes that challenges provide opportunities for growth and innovation. According to her, they force individuals to think creatively, consider multiple perspectives, and find alternative solutions to problems, which allows you to move away from a one-size-fits-all approach.

SOLUTIONS TO CHALLENGES To address these challenges, Cheryl emphasizes the importance of focusing on the desired outcomes rather than the specific processes to achieve them. This approach allows for flexibility and adaptability in implementing company systems and processes across various environments with different staffing, client needs, and service delivery models.

ADVICE The manager's advice to new professionals entering the field is to prioritize the health and safety of clients, ensuring that basic needs such as supervision, medications, activities of daily living, and meals are met. She highlights the increased responsibilities and challenges faced by managers during the COVID-19 pandemic, including staff shortages and the need to cover shifts. The advice underscores the importance of being adaptable, focusing on essential tasks, and being prepared for a work environment that has been fundamentally changed by the pandemic, with long-term effects on operational practices, especially in congregate long-term settings. REACTION TO INTERVIEW The interview left a strong impression on me of Cheryl's adaptability, commitment to quality care, and continuous learning. Her ability to navigate the complexities of the healthcare industry, coupled with her diverse experiences and educational background, demonstrates a deep understanding of the field and a dedication to excellence. Her practical approach to problem-solving-focusing on outcomes and flexibility, is particularly noteworthy as it reflects a pragmatic and results-oriented mindset that is crucial in this dynamic healthcare environment.