Whew. What a month. And while Autumn is my absolute favorite time of the year, I am happy to say that I’m glad last month went by fast.
Even though I didn’t even get to make a run to the cider mill and get my freshly made donuts and cider. Or my once-a-year Granny Smith caramel apple. Boo-hoo.
I’ve been swamped with work lately that last Sunday I hadn’t realized it was Daylight Savings “Fall Back” Time until 3:30 in the afternoon. While I typically relish the extra hour we get every year, I’ve never had the urge to say that I was glad to have the additional hour to get more things done. Never. Ever. Until this year anyway …
When I took the job as supervisor for this well-known health insurance company, I knew that I would be assigned to a high profile account. And I knew that I would be heavily involved in this employer group’s yearly “Clinical Assessment” (read: audit). What that meant was that this high profile group would come and visit the lovely city of Chicago and sit in our department’s “Medical Library” to listen to each of the RN Case Managers (my direct reports) present clinical cases to them. In which said employer group with their fancy-shmancy (read: expensive) RN Clinical Consultant would pick apart … rake over analyze every little detail.
Now, ordinarily I find opportunity in being part of such an audit. This gives us, as Case Managers, an idea of what we’re doing right and what could be better. It also breaks things down to what “issues” may be business- (theirs or ours) related or system/process-related. All this in an effort to continue to deliver the best for the individual member (read: patient, customer).
Of course with the economy in the pot today … not to mention the huge elephant in the room called “Health Care Reform” … this year’s audit has been placed largely in the spotlight. God forbid the audit goes horribly and we “lose” the business!
Not to mention the incredible pressure I put myself under. After all, this is my first really big project that will put me on center stage. And that I’d be under scrutiny from this employer group, as their previous dealings had been with my current manager. And trust me … I knew that I had some pretty big shoes to fill.
So yeah, this is what I’ve been largely working on for the past two months. I’ve had to prepare a list of over 1,000 cases to be randomly chosen by the group. I had to have my staff pick out one case of their choosing (in addition to the other 3-4 cases that were randomly picked by the group) and write up their presentation. I’ve had to “spiffy-up” each of their cases in the correct “format” requested by the employer group (Geesh, try reformatting months-worth of case stories into an APIE way of documentation!) Oh, and I had to work with each of them, one-to-one, with their delivery of their case presentations.
And did I mention that I had little direction from my manager? You know, the one who has had all the previous experience with these audits?
In reality, I was okay with it though. As tough as it had been getting everything prepared for the audit with little support, I relished that I was able to do things almost all in the way that I wanted to. Because as with other prior experiences with said boss, I felt that if I had gone to her with just a simple question … then she would have completely taken over this project. And I wanted to prove to her (and yes, to myself) that I could handle the audit prep on my own.
Oh, there were some bumps with my boss along the way … like, once again, going over me and directing MY nurses to complete one of their cases prior to the deadline I had set (and she had approved). Or by insisting we have a PRE-mock audit with her before the “official” mock audit; which would obviously be done before the real audit*. But overall, I’m glad I worked my A$$ off just to prove to her that I could do something without little assistance. Maybe (just maybe) then she’ll be able to relinquish some of the reins** she feels she needs to hold onto with her former team.
SO … after all this, you might be asking how the “Clinical Assessment” went. I am happy to report that the employer group’s visit was successful. They were here this past Tuesday and Wednesday and, while they pointed out some processes that need to be revisited or re-tweaked, they were things that I was already aware of. And my staff? They were absolutely incredible. I felt like such a proud Mom***, as I sat there watching them answer every question that was thrown at them with such confidence and ease. It was a long two days, but in the end I came out of it mentally and physically exhausted, yet incredibly satisfied.
But the most uplifting part of it all? As I shook the hand of the RN Clinical Consultant and thanked her for her input and suggestion, she said to me “You had some big shoes to fill.”
“I know,” I told her, while still shaking her hand. “Those shoes are incredibly large and I hope that I can fill them to the best of my abilities.”
“No,” she corrected me. “I said you had big shoes to fill. And you’ve filled them quite well.”
Wow, was all I could think.
So it will be those words that I’ll be living off of for the next few months … nay, years … as I continue to forge forward in this multi-faceted demanding job.
Wish me luck!

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*Yeah … I didn’t get it either. But I figured this was her way of gaining a little “access” and/or control into my whole preparation. So I granted her that much. Give a little, take a little!
**Perhaps she can learn to untie those “Apron Strings”? Tee-hee!
***Hmm … I’m finding the irony in the fact that I’m feeling “Mom”-ish and yet have no real children.
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