There are times when we need to take a step back so we can lead. Sometimes we get so involved in the busy-ness of our work that we run on auto-pilot rather than with a vision
Both observation and listening must be thoughtful and active. One way to approach this is to intentionally decide to observe work processes and ask staff members to describe the processes to you. Using the framework of people, process, and technology you will be able to evaluate how your staff members accomplish their work each day. This is an especially good approach to take following implementation or replacement of technology within your department. Asking staff members to demonstrate processes and actively listening to their descriptions of their work can provide many clues to possible workarounds that may have been developed, access issues, or retraining that may be needed.
However, thoughtful and active observation and listening does not need to be reserved for major change such as technology implementations. There are multiple processes, to include our own work tasks that would benefit from this evaluation. This is a leadership practice that helps clarify vision for the future by stepping back and understanding the work occurring around us.
Lisa Fink, MBA, RHIA, CPHQ, FAHIMA
Lisa Fink is a Senior Consultant with the Haugen Consulting Group. She brings over 30 years of progressive, professional health care experience in all Health Information Management (HIM) domains. Her diverse background in health care includes operational and strategic experience in HIM, Revenue Cycle, Quality Improvement, Utilization Review, Credentialing, Accreditation, Information Technology, and Consulting. As a consultant, Lisa has experience in department assessment and improvement projects, interim management, ICD 10 analysis, planning, and implementation, and technology implementation. She looks for opportunities to work with others to solve business problems and achieve results.
Lisa is a life-long learner, practitioner, and mentor in leadership. She has held has held all seats on the Board of her AHIMA Component State Association and looks for opportunities to mentor others on their leadership journey.