This document provides an overview of the operations and roles within a healthcare business called Chagrin Falls Leadership. It describes the organizational structure and various clinical, administrative, and patient-facing roles. These include patient intake, medication management, shipping/receiving, a canine therapy dog program, and the patient service representative role. It also discusses the focus on compassionate care and how the experience benefited the author's understanding of healthcare leadership and communication.

1. Health care business
operations-An inside look
May 19, 2014
Jordan Daus
Senior Project

2. Leadership structure

3. Chagrin Falls Leadership
Organizational Chart

4. Clinical 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.

5. 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.

6. Canine 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.

7. 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.

8. Focus on compassion
http://www.youtube.com/watch?v=cDDWvj_q-o8&feature=share&list=PL95B29FDF
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.

9. 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.

10. 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.