1. Brandi Bennett
360 hours full of learning
Walking into the Gateway building of IU health Physicians located at 950 N. Meridian St,
Indianapolis, IN 46204, I was filled with great excitement, nervousness, but most importantly the
eagerness to learn. I had the opportunity to work in the Provider Enrollment and Credentialing
Department as well as the Quality department. The purpose of the credentialing department is to
identify qualifications, criteria, and standards for use in credentialing in order to assure that all
IU health Physicians. IU medical group affiliated physicians within the scope of this policy are
competent to provide quality health care services. The Quality Department focuses on improving
the Patience’s Experience by providing multiple services for the providers. The purpose of
Patient Experience reporting is to provide guideline and expectations for Service Line oversight
of the patient experience reporting process for all IU health Physician’s outpatient clinics. Each
of these departments is extremely different but both have the same goal in mind, to continue to
enhance the organization.
1. Describe the vision/mission, purpose/philosophy, goals/objectives and function of the
health agency.
The mission of IU health Physicians is to “deliver preeminent medical care and services
to the patients and communities through outstanding and innovative medical leadership
and practice, while participating in a supporting excellence in education and research.”
The vision is to “become the Midwest’s premier academic multispecialty physician
group. The values they continue to uphold are privacy of patient needs, commitment to
excellence, innovation, professionalism, mutual trust and respect, and lastly stewardship.

2. 2. Identify how specific health education and health promotion activities relate to the
vision/mission, purpose/philosophy, and goals of the health agency.
The Quality Department puts on an annual event entitled “Patient Experience Week”.
The week consists of daily activities and a summit as well. The purpose of the program is
to provide a strategy to engage all IU Health Providers and team members to enhance the
customer experience. The patient experience week gives valuable information and
resources for team members that will enhance the patient’s experience. In the values
section it states IUHP has a “commitment to excellence”. Insuring that the patient’s voice
and concerns are heard continues to display that IUHP is committed to excellence by
putting the patient first.
3. Describe the characteristics of Specific Health agency clients and/ or applied by the
health agency.
Credentialing is the process for review and approval of providers who are employed
and/or included In the IU Health Physicians/IU Medical group managed care contracts.
The IUHP credentials committee is responsible for reviewing a provider’s credentials and
approving them for eligibility in the delegated manage care pay or plans. In the quality
department physicians and providers have a chance to go through coaching. A member
from the Patience Experience Team sits in with the provider as they are conducting their
consultations with the patient. During the meeting the member from the Patient
Experience Team is evaluating their performance and later on will provide effective

3. feedback that will improve the physician’s performance which will help raise his/her
scores.
4. Identify the basic personnel structure and professional qualifications of employees of the
health agency or the health education division. Indicate pre-service, In-service, and
continuing education opportunities available to professional personnel within the health
agency/division.
Both of these departments have great resources for their employers. There is an orientation
that is mandatory for the candidates to attend when they first get hired. There are also
workshops put on through IU Health entitled continue education workshops. These
workshops go into depth on various issues and ways to enhance the employers experience
while working for the company. IU Health also has a mentorship program. The Mentor
program helps to reach out to younger professionals that would like to learn and grown
within the company. For example if I wanted to eventually become a service line
administrator I would have the chance to be paired up with someone in that current position.
The quality department provides coaching sessions for the current providers. The patient
Experience team is responsible for coaching, observations, and special projects that are
related to improving the patient experience as well as engagement of staff and physicians.
The patient experience team offers team building sessions, and customer service sessions as
well. By continuing education and providing adequate resources to the employees it
guarantees more efficient performance.
5. Describe the health agency or health divisions relationship to, or collaboration with other
agencies in the community?

4. In the credentialing department the credentialing specialist works closely with the liaison
between the providers. The connections and relationships with the hospitals throughout
Indianapolis are very important. The specialists also use outside connections and
organizations to make sure a provider has truly reached all of the requirements to be
credentialed. In the quality department the survey that is sent out to patients is created by
an outside company and is inspired by the Beryl Institute.
6. Analyze the professional and personal skills and characteristics necessary for success in
this particular work setting. Give examples of how these skills and characteristics are
exhibited and utilized across the agency/division by various personnel.
When working in the credentialing department there is many steps that encompass credentialing
a new provider. A great amount of attention to detail is needed. I had the chance to assist in the
application process and collection of data necessary to complete the provider re-credentialing
files. Working on multiple projects at one time is a great trait to have. Knowing how to prioritize
ones work is definitely important. Working in the quality department one must have professional
mannerism at all time, creativity when trying to engage the providers. Last but not least one must
have strong public speaking skills and a great deal of confidence when presenting new ideas.
For example creativity was needed when I created the resource guide. The patient Experience
Week needed to display multiple sessions to reach the crowd in an effective way. Creativity was
needed to make each session interactive. Being effective at public speaking and being confident
are needed when coaching sessions are conducted for the provider.

5. 7. Indicate professional and personal skills and characteristics possessed and express
specifically how they help complete the internship tasks and objectives. Identify personal
weaknesses, indicate whether the internship helped improve these weaknesses, and why
or why not. State how one can enhance strengths and improve weaknesses in the future.
The professional skills that I have would have to be my overall mannerism. I believe
being a professional starts as soon as you hit the front door of the job. I believe it is
important to separate home life from work. Being on time is very important and says a lot
about your character. Each time I have a meeting with someone I make sure to bring
materials to take notes, to close a meeting up I always ask for a business card or their
contact information. I am punctual, a go getter, a leader, a motivator, and I am willing
and eager to learn as much as I can. I enjoy taking advantage of each learning
opportunity. One of my personal weakness is effective communication via email. The
internship has definitely helped me. Sending out emails and responding to them has been
very beneficial. I have improved my weakness by taking notes from a book called
“Technical Communication” the book goes into detail about tips and strategies to
enhance ones writing. I can improve these weaknesses by proofreading my emails
multiple times before I send them out.
8. Identify the most valuable experience with the agency and indicate how the student
benefited from this experience. Identify the most useful task or series of tasks performed for
the agency and explain how the agency benefited from intern participation in or completion
of this task.

6. I have learned so much during my internship. One of the most valuable experiences I will
take with me is the art of communication and networking. The saying “it’s not what you
know but who you know” is so true. I have met so many great and influential individuals. I
have enjoyed having introductory meetings with these people and learning more of what path
they took to become so successful. One of the most beneficial tasks I have performed for my
internship is creating the resource guide and creating excel spreadsheets. The credentialing
and quality departments both use excel spreadsheet on a daily basis.
9.Describe the academic courses that were most beneficial in completing the internship and
indicate specifically why they were beneficial. Identify any additional courses or skills
believed to have been helpful in making the internship more successful and why.
Taking Health Communication Media Production was very beneficial when working with my
internship. Working with design software in this class taught us how to create graphic design
and brochures. When I created the resource guide I used some of the tips I learned in this
course. We also learned how to have effective online interpersonal and group communication
skills. These skills have helped in the way I have introduced myself and also have helped me
sit in on meetings and give effective feedback
10.Analyze the positive and negative aspects of the internship experience and provide a
recommendation and rationale for continuing or discontinuing the use of this site.
The positive aspects of my internship were that everyone was a pleasure to be around. I liked
being able to go in between two different departments to get a more diverse experience. The
internship also helped me growing my network and applying for positions. The only negative

7. aspect is that within the quality department there were multiple times I didn’t have much to
keep me busy. I would definitely recommend this site for future interns.
Looking back on my time with IU Health I have grown professionally and as a stronger
health educator. I am excited to see what my future has in store for me.