The Board of Governors Examination in Healthcare Management (BOG)

Knowledge Areas
Quality and Performance Improvement
Are you familiar with benchmarking techniques? Do you have knowledge of risk
management principles and programs?
Knowledge of benchmarking techniques
Benchmarking involves quality improvement. It involves the ability to react quickly and
appropriately. Techniques involved in benchmarking includes an organization comparing itself to
another. This techniques identifies areas that need improvement, similar problems they have
(how they can solve them), and if they are at the top or bottom of the class. Before comparing it
is important to know if the items are comparable.
Plan of Action:
I plan to learn more about benchmarking techniques in future courses at Siena Heights
University. Also by reading articles about benchmarking, the gathering of data, and the
production of reports.
Knowledge of medical staff peer review
The purpose of the medical staff peer review is to identify measurable improvement areas. This
is first done by identifying what was done wrong, and creating a criteria to fix the problems.
Publicly communicating this information will help the public to feel safe in their healthcare
communities.
Plan of Action:
I would like to know more about how to develop a medical staff peer review. This will be
accomplished by speaking with leaders who have developed them.
Knowledge of risk management principles and programs
Risk management is one the most important things to know how to perform as a healthcare
professional. It is important to understand the environment we are working in. Identifying future
events and their importance. Identify how likely these event are to happen. Identify what to do,
and access if it worked or not. It is important to know, during this process, what changed since
the last time.
Plan of Action:

Amanda Bryant

The specific areas that I would like to learn more about are insurance, education, safety, injury
management, patient complaint, and patient and staff security. This will be accomplished by
reading articles on the Siena Heights University website, and completing future courses at Siena
Heights University.
Knowledge of performance and process improvement
Performance improvement involves the ability to take past mistakes and improve them.
Performance is based off organizational goals and their mission statement. Process improvement
involves planning and action. This involves identifying the problem and making improvements,
while implementing changes. It is important to review past action to see if there are any
improvements that can be made. Action would include making note of the improvements and
changes.
Plan of Action:
My goal is to learn how to improve process and performance in an organization. This will be
accomplished by reading articles in the Siena Heights University database.
Knowledge of customer satisfaction principles and tools
Having customer service techniques and skills are very important. Consumer love great customer
service. It is my duty as a healthcare professional to provide excellent customer service.
Customer service principles and tools include being careful, listening, responding, patience,
courtesy, and being a team player. All of which are important to providing excellent customer
service.
Plan of Action:
With over ten years of experience in healthcare and customer service, I am familiar with this
area. However, I look forward to learning new ways to provide excellent customer service in
future courses at Siena Heights University.
Knowledge of clinical methodologies
Being able to understand clinical pathways, evidence based medicine, population health, and pay
for insurance are all important when working as a healthcare professional. Evidence based
medicine, allows healthcare professional to view past medical situations and learn from them.
Plan of Action:
While I do not have experience working with clinical pathways, evidence based medicine,
population health, and pay for insurance, I look forward to learning more about them in future
courses at Siena Heights University.
Amanda Bryant

Knowledge of utilization review

Utilization review involves monitoring delivery and services.
Plan of Action:
I plan to learn more about this knowledge area by reading books and articles about utilization
review.
Knowledge of national quality initiatives including patient safety
National quality initiative is an area that involves pharmaceuticals.
Plan of Action:
I would like to know more about this knowledge area. The specific areas that I would like to
learn more about are API and Drug Product GMPs I plan to learn more about theses knowledge
areas by reading articles on the Siena Heights University website.
Healthcare Technology and Information Management
Are you aware of technology security requirements? Are you familiar with the role and
function of information technology in operations?
Knowledge of the role and function of information technology in operations
The role of information technology entails ensuring patients do not receive the same tests and
prescriptions over and over again. There are various reasons why a patient may receive testing
and/or prescriptions several times. These times could be anything from not remembering or
abuse of healthcare services. The function includes improving the health of patients. The role and
function go hand in hand with preventative care.
Plan of Action:
I would like to know more about how information technology will help improve the field of
preventative and western medicine. This will be accomplished by attending courses at Siena
Heights University next semester.
Knowledge of technology trends and clinical applications
During the 1960s and the 1970s, the healthcare environment was stable. Technology become
more and more available and cost a lot less than it does today. Despite the promise of integrated
systems and solid foundational work to facilitate integration, CPR efforts have frequently been
unsuccessful because of lack of compatibility among various computer applications or systems,
differing infrastructure support needs, and cost of the systems.

Amanda Bryant

Plan of Action:
I will follow the technology trends as a healthcare professional, by participating in a Practicum
May 2016. During this time I will be able to sit in on meeting, and discuss with executives the
needs of the organization.
Knowledge of technology security requirements
There are security measures in place to help protect patient information. The Health Insurance
and Accountability Act of 1996 provides the ability to transfer and continue health insurance
coverage for millions of American workers and their families when they change or lose their
jobs, reduces health care fraud and abuse, mandates industry-wide standards for health care
information on electronic billing and other processes, and requires the protection and
confidential handling of protected health information. There have been some issues with the
transfer of patient information between healthcare organizations. There are numerous databases
currently being utilized, but not one is perfect. This is due to the constant changes in the
healthcare field.
Local, government, and organizational policies run hand in hand. At the organizational level, it is
important to involve employees in the decision making process. They are ultimately the ones
handling patient information most often. HIPPA requires a privacy and a security officer on staff.
Developing a proactive plan is important. This includes risk management.
At the government level, the Medicare and Medicaid EHR Incentive Programs use a combination
of incentive payments and payment adjustments to eligible professionals, eligible hospitals and
critical access hospitals (CAHs) to promote the adoption of electronic health records (EHRs) in
physician practices.
At the local level, their job is to establish guidelines for the contents, maintenance, and
confidentiality of patient Medical Records that meet the requirements set forth in Federal and
State laws and regulations, and to define the portion of an individuals healthcare information,
whether in paper or electronic format, that comprises the medical/dental record.
Plan of Action:
As new policies are developed I would like to know more about them, in terms of their
reliability. I plan to accomplish this by continuing to read the latest new and articles about
Electronic Health Information.
Knowledge of health information
Health information is information from patients pertaining to their health. This information is
collected during doctor visits and later transcribed to other doctors. It provides a variety of topics
such as specific diseases and conditions, family health (prenatal care, pregnancy, newborns,
children and adolescent health, pregnancy prevention), environmental health, and workplace
health and safety.

Amanda Bryant

There are different brands of data equipment. One is Vitera Healthcare Solutions. Vitera comes
ICD 10 compatible, and allows healthcare organizations the ability to maximize reimbursements
from Medicare and Medicaid. Government regulations, market conditions, labs, prescriptions,
referrals and continuity of care are all handled by this system. This is similar to other databases,
but is the latest on the market today.
The government should get involved. The biggest problem is the exchange of information
between different healthcare providers. There are several advantages as well as disadvantages to
having electronic health information. Benefits include a reduction in costs. These reductions
include not having to repeat tests because of lost results. The 2009 HITECH Act created several
programs to incentivize individual physicians and healthcare organizations to buy, install, and
adopt HER systems in the hope this will yield significant benefits by reducing the costs and
improving the quality of care (p. 74). The challenge is keeping up with the continuous changes
in the healthcare field. Working in medical records previously I find the challenge of keeping up
to be true. There was a constant need for new forms, to go along with new services or medication
being rendered. These custom forms alone cost the organization tons of money. There was also
an issue of trust between physicians when it came to electronic health systems. With that being
said, maybe the government can create a trust factor between physicians.
Plan of Action:
My goal is to learn more about the growing trend of data equipment. I will also research other
ways the government can get involved with the successful implementation of EHR systems.
Knowledge of information systems continuity
It is important when handling patient health information, there is a natural disaster/ disaster plan
in place. There should be policies and procedures in place before the disaster happens. This is
also to be coordinated with state rules and regulations. It is also important to back up data
regularly, for easy recovery later. This backup would include incidents where hacker may have
hacked into patient information. This too needs to be a part of the organizations policies and
procedures. A back up system would also require an offsite location where data can be recovered.
Having a backup system is expensive but necessary.
Plan of Action:
Emergency preparedness, having a backup system, more about the process of implementing the
EHR system, is something else I look forward to learning about in upcoming courses at Siena
Heights University.
Knowledge of information systems planning and implementation
Information systems planning and implementation includes training of employees. Organization
culture during implementation is the least studied, but the most significant. If individuals within
the organization are not computer literate there is no way the EHR system will be up and running
in time. This will require additional training. The culture of the organization culture involves the
behavior of employees. Are the employees willing to contribute to the development of the new

Amanda Bryant

system? This includes funding. Will higher ups devote extra time to getting it up and running in
time?
Plan of Action:
I would like to know more about service architecture, technology lifecycles, and obsolescence.
This will be accomplished by reading articles on these subject. It will be interesting to find out
why computers and other technological devises become obsolete once they are purchased.
Finance
Are you aware of operating budget principles? Are you familiar with healthcare
reimbursement and ramifications?
Knowledge of the basic accounting principles
After completing a financial course as an undergraduate student at Siena Heights University, I
gained knowledge about finance in the healthcare field. During this course, I was able to build a
budget. This budget was for a new doctors office. I learned a lot about balancing a budget, the
hiring of employees, and the importance of not wasting supplies, and the importance of the
proper use of equipment. Accounts receivable was something else I learned about. Accounts
receivable, is the level of finances that allows you to receive debt from patients for services
rendered.
Cash flow is another one of those things I learn in this course. It is an important part of an
organization. It allows the organization the opportunity to invest in themselves, and get a return.
Organizations are able to settle debts, without issue. Cash flow allows financial departments to
see whether or not the organization is able to stay afloat.
During this course, I took it upon myself to make a chart of accounts. This allowed me to see
what accounts would be accounted for at the end of the year. This also allowed me to see what
my expenses were, and how things could be better. Assets and liabilities are some of the biggest
concerns for organizations.
Plan of Action:
I plan to read more books about budgeting. With these books I will able to further understand the
importance of budgeting in the healthcare field. (GAAP) is something I want to learn more
about. It will be interesting to know how organizations go about setting their budgets, and how
they record and report financial information. I will complete this task by reading book on this
subject.
Knowledge of financial management and financial analysis principles

Amanda Bryant

Financial management involves management, organizing and directing. Balance sheets allow an
organization to balance their budget without the headache. Income and cash flow statements both
identify cash that is entering and leaving a company. Balance sheets, income and cash flow
statements, and ratio analysis are all major financial statements for an organization.
Plan of Action:
Balance sheets, income and cash flow statements, and ratio analysis are all things that I will gain
experience with. Experience in ratio analysis will be interesting for me, as I am a fan of math. I
will print worksheets and practice utilizing these forms as if I am running a real organization. I
will know this task is complete when I am able to balance a sheet, and help someone else
complete one.
Knowledge of operating budget principles
At my current place of employment it is evident that they are prospering. All budgeting is
expressed to the public. It is available on the Cleveland Clinic website for anyone who wants to
view it. Any problems that Cleveland Clinic is having is also addressed in the budget. Another
thing I learned about during the financial course was the difference between fixed and variable
budgeting. Pertaining to the healthcare field and Cleveland Clinic flexible budgets are common.
Flexible budgets are common because of the constant changes within the healthcare field. Most
budgets have both fixed and variable expenses. The variable expenses fluxuate, while fixed
expenses stay the same over a period of time.
Plan of Action:
My plan is to review Cleveland Clinics budget often, and get a feel for how we operate. This
goal will be accomplished when I can explain the ins and outs of budgeting.
Knowledge of capital budgeting principles
During my financial course, I also learned the importance of capitalization. It is important to
maximize time among employees. Not only maximizing time but also helping employees reach
their personal goals, and the goals of the organization. Capital budgeting principles also have to
do with the amount of equity an organization. How much capital an organization has determines
if the organization can afford an expensive piece of equipment.
Plan of Action:
My plan is to read more about capital budgeting and principles.
Knowledge of reimbursement methodologies and ramifications

Amanda Bryant

Consumers (patients) visit a physician, and depending on the type of coverage they have, pay a
fee. This fee does not amount to the actual cost of the service. Consumers do not have to accept
services recommended by doctors that they do not feel is conducive to their health. Physicians on
the other hand have a number of ways they are reimbursed. Fee-for-service physicians are paid
for every service and test that they provide based on the usual and customary charges of
physicians in the local area. Discounted fee-for-service physicians are paid for every service and
test they provide based on a fee schedule or pre-determined discount of the usual and customary
price charged by physicians in the local area. Capitation physicians are paid a fixed amount per
enrollee, not per service, on a monthly basis. Salary physicians are paid a fixed weekly or
monthly amount, and pay is not tied to enrollees or services rendered.
Plan of Action:
I want to know more about how physicians and insurance companies collaborate with one
another. How it is determined physicians are paid, whether it is fee-for-service, discounted feefor-service, capitation, or salary. This will be completed by conversing with and interviewing
several physicians.
Knowledge of fundamental productivity measures
At Cleveland Clinic productivity is measured by patient satisfaction. Consumers look at
Cleveland Clinic as a whole, but it can also be viewed by department or the different facilities
throughout the world. Viewing productivity from a broader perspective increases productivity.
Referring to hours per patient day, this is calculated by taking the number of staff in a particular
department and dividing it by the number patients seen for that day. This number helps to
determine the number of staff members actually needed, which will allow organizations to
capitalize on the number of staff members needed on any given day.
Plan of Action:
As I am employed as a Customer Service representative, my goal is to increase productivity at
Cleveland Clinic, by providing excellent customer service. I would like to know more about cost
per patient day and units of service per man hour.
Knowledge of financial controls and auditing principles
Financial controls in an organization help track performance and progress in an organization.
Auditing principles allow organizations the ability to stay focused on a goal while abiding by
rules and regulations.
Plan of Action:
I plan to learn more about financial controls and auditing principles at Siena Heights University.
Amanda Bryant

Knowledge of capital funding sources

Capital funding sources help keep an organization afloat. America's credit crunch environment
is making it tougher than ever for entrepreneurs to raise money to start or grow their businesses,
particularly minority-owned firms.
Plan of Action:
Capital funding services is something else that I plan to learn about at Siena Heights University.
Knowledge of revenue generation
Revenue generation is the process an organization utilizes to market and/or sell a product. This
product is meant to produce income. Most healthcare organizations advertise via television.
Others advertise by offering free health screenings in the community.
Plan of Action:
My plan is to read a book on marketing to gain more knowledge about this process.
Knowledge of asset management
Asset Management involves the balancing of costs, opportunities and risks against the desired
performance of assets, to achieve the organizational objectives. This balancing might need to be
considered over different timeframes.
Plan of Action:
This is something else I learned during my financial course at Siena Heights University. I would
however, like to learn more by reading.
Human Resources
Do you have knowledge of recruitment and selection techniques? Are you familiar with
compensation and benefits practices?

Knowledge of recruitment techniques

Employee satisfaction begins with recruitment. Employee learn in the interview about the
organization they are applying to. Satisfaction also happens during employment. Employers are
to monitor an employee performance and time, in an effort to see their level of satisfaction.
Dissatisfaction can effect productivity. To improve satisfaction, some employers have
anonymous feedback, while others have an open door policy to express concerns. Both help
increase satisfaction.

Amanda Bryant

Plan of Action:
I plan to learn more about recruitment techniques by visiting human resources.
Knowledge of performance management systems
Performance based evaluations are a great way for an employee to see their performance. These
evaluation are completed once a year. While completing the evaluation you are able to set goals
for the coming year. This increases production. Many employers offer incentive programs for
going above and beyond the level of expected productivity. For example, most social workers are
to complete four hours of patient contact per day. For employees who go above this, they receive
incentive (increase) in pay.
Plan of Action:
It would be interesting to know more about how to develop and implement a performance
review. I plan to accomplish this by doing additional research online.
Knowledge of selection techniques
Employees are selected based off their qualifications for a specific position. Results from their
interview is evaluated.
Plan of Action:
I would like to sit in on interviews to learn more about the selection process. This will also be
accomplished by visiting human resources.
Knowledge of labor relations strategies and tactics
Labor relations has a lot to do with productivity. With evaluations labor can be increased
efficiently. Labor relation also includes negotiations, Preparation to Completion, Proprietary
Labor Database & Costing Protocol, Grievance/Arbitration, Design/ Development of High
Performance Teams, and Merger & Acquisition.
Plan of Action:
I plan to learn more about labor relations strategies and tactics by reading articles via the Siena
Heights University online database.
Knowledge of staffing methodologies and productivity management
Flexible staffing involves different types of contracts for employees to choose from. Fixed
staffing involves one type of contract for employees. Acuity-based staffing involves
balance cost, satisfaction, quality, and outcomes. Motivational techniques includes knowing
the personality type of the employee. Motivational techniques involve incentives,
recognition, setting clear target, and supportive feedback.
Plan of Action:

Amanda Bryant

I plan to learn more about staffing methodologies and productivity management by

watching webinars.
Knowledge of employee satisfaction measurement and improvement techniques.
Employee satisfaction can be measured by completing surveys. Some places of
employment have suggestion boxes throughout the organization.
Plan of Action:
I would like to know more about how to conduct and interpret these surveys. This will be
completed by visiting human resources.
Knowledge of motivational techniques
Motivational techniques include offering incentives, offering a promotion, and/ or increasing pay.
Plan of Action:
I would like to know more about the different motivational techniques employees prefer. This
will be accomplished by both reading articles on the Siena Heights university website and asking
fellow coworkers how they feel about certain techniques.
Knowledge of compensation and benefits and practices
Compensation and benefits packages with healthcare organizations are competitive.
Compensation is based on level of education and experience. Employee may sometimes request
a raises based off performance. Benefits packages, on the other hand, have to do with insurance,
and vacation packages. Insurances companies charge high amounts, and organizations have
opted to distribute group policies. It is mandatory for employees to have health insurance. Every
employee must enroll during a certain time frame during the year if the employee plans to
change insurance carriers. The federal government now requires every American to have health
insurance.
Plan of Action:
I plan to visit human resources to learn more about benefit packages.
Knowledge of worker safety, security and employee health issues (e.g., OSHA;
workplace violence)
Organizations employee security personnel. This group of individuals ensure patients
and staff are safe. They make rounds about every hour, and check to make sure all locks
and security systems are working properly. OSHA stands for Occupational Safety and
Health Administration. OSHA ensures organizations keep safe working conditions for
employees. Also, safe conditions for patients. There is a zero tolerance for workplace
violence in any organization. Violence proves that an employee is unprofessional, and
they are immediately terminated. In rare instances, there may be a way to resolve the

Amanda Bryant

conflict through the grievance procedure which is outlined in an organizations policy and
procedure manual.
Plan of Action:
It is important to keep myself and others safe. I plan to learn more about this knowledge
area by visiting with protective services at my current place of employment.
Knowledge of conflict resolution and grievance procedure
Disciplinary policies and procedures are necessary to keep an organization running smoothly.
With access to an organizations policies and procedures via a web portal, employees are able to
see disciplinary actions while filing a grievance.
Plan of Action:
I would like to know more about grievance procedures that can help any organization. I will
research this by visiting the Siena Heights University online database.
Professionalism and Ethics
What are the patients rights and responsibilities? Do you know the role of the ethics
committee?
Knowledge of professional codes of ethical behavior
The American College of Healthcare Executives (ACHE) has a set standard of ethical
behaviors for members. Ethical standards per ACHE includes, maintaining competence
and proficiency in healthcare management by implementing a personal program of
assessment and continuing professional education, working to provide a process that
ensures the autonomy and self-determination of patients or others served, leading an
organization in the use and improvement of standards of management and sound
business practices, creating a work environment that promotes ethical conduct, and
working to support access to healthcare services for all people.
The Hippocratic Oath was written by Hippocrates. This oath states that healthcare
professionals are to treat the ill to the best of one's ability, to preserve a patient's
privacy, to teach the secrets of medicine to the next generation, and so on. In the In the
Indian culture Ayurvedic medicine is taught by learning from each other.
Plan of Action:

Amanda Bryant

I plan to learn more about ethical behavior by reading articles on the Siena Heights
University database.
Knowledge of patients rights and responsibilities
A patients rights and responsibilities include the right to fair treatment. This
treatment can be at a physicians office, the hospital, long term care facility, or at
home.
Plan of Action:
I plan to learn more about patients rights and responsibilities by viewing the organizations
policies and procedures.
Knowledge of ethics committees roles, structure, and functions
The ethics committee, are a group of individuals that put policies in place, to make sure
employees are following an organizations ethical standards. This role includes ethical decision
making, looking outside of preconceived ideas, respecting each others values, and sharing ideas.
The functions of the ethics committee include: support and counseling, and making the best
decision possible. The structure ethics committees are all different. The basis of it is consultation,
education, and policy.
Plan of Action:
It will be interesting to read the organizations policy on ethics after completing this course.
Knowledge of cultural and spiritual diversity for patients and staff as they relate to
healthcare needs
Patients require special care when it comes to culture. Now every culture believe in western
medicine. It is important to know this to know how to treat them.
Plan of Action:
I would like to know more about different cultures that I may encounter in the healthcare
field. Many cultures do not believe in certain practices. I will be able to increase my
knowledge of spiritual diversity for patients and staff, conflict of interest situations, and
ethical implications of human-subject research by reading articles at the Siena Heights
University library database. Through this database I will be able to find related articles.
Knowledge of conflict of interest situations as defined by organizational bylaws,
policies, and procedures
Conflict of interest includes undermining the organization.
Plan of Action:

Amanda Bryant

While I know little about this knowledge area, I plan to know more by
reading the organizations policy and procedure manual.
Knowledge of professional norms and behaviors
Professionalism plays a huge role in whether or not a patient will visit a particular healthcare
professional or not. This is where ethics comes into play. We live in a diverse world. It would be
unprofessional for a physician, leader or other healthcare professional to treat a patient or fellow
co-worker anything less than they should be treated. Which is with the utmost respect. I am
familiar with this, after working in the healthcare field for many years. Sometimes patients come
into the office agitated or upset about their current medical condition, and inadvertently take it
out on staff. It up to us as healthcare professionals to comfort them, during trying times.
Plan of Action:
My plan of action would include, putting a policy in place requiring others to speak up when
they see someone being unethical.
Knowledge of the consequences of unethical actions
Unethical actions require disciplinary actions. This is necessary to keep other from doing the
same thing, and to protect patients.
Plan of Action:
I plan to learn more about consequences of unethical actions by reading
articles on the Siena heights University database.
Knowledge of ethical implications of human-subject research
Different cultures interpret things different morals differently.
Plan of Action:
I plan to learn more about different cultures and their moral values by speaking to my coworkers.
Laws and Regulations
Are you familiar with the various laws affecting healthcare? Do you have knowledge of
third party payment regulations?

Knowledge of human resources laws and regulations

I have knowledge of human resources laws and regulations. When worker are hurt on the job
they are entitled to workers compensation. Employers are to never request that you use
earned time such as FLMA or vacation time. FMLA stands for Family Medical Leave Act
and offers you the option to take off work for a certain period of time, for family related
matters, such as death or pregnancy.
Amanda Bryant

When employees are not paid minimum wage, overtime, their last pay check, or other
unpaid wages employee can request an investigation through the Department of Commerce
in their state. This will be conducted in the wage and hour department. The Department of
Commerce will investigate the company in question, however, the employee is not allowed
to investigate themselves, or hire an attorney. The unpaid wages, investigated by the
Department of Commerce, cannot include vacation time, sick leave, holidays, or other
employment benefits promised to you. The Department of Commerce is protected by the
Fair Labor Standards Act (FLSA) which requires employees to be paid at least minimum
wage and receive their overtime hours. FLSA also protects children who are asked or want
to work, under the age of 18.
EEOC stands for Equal Employment Opportunity Commission. This commission helps
individuals who may have been affected by the unlawful discrimination, related to age, sex, or
gender. ERISA stands for Employee Retirement Income Security Act. It is a federal law that sets
minimum standards for most voluntarily established pension and health plans in private industry
to provide protection for individuals in these plans. Confidentiality principles and laws, corporate
compliance laws and regulations, inspection and credentialing standards regulations and
organizations, and patient rights laws and regulations all fall under this category. When it comes
to patient rights laws and regulations HIPAA and medical records run hand in hand. Patient
information is to be kept confidential, between caregivers.
Plan of Action:
It will be nice to know more about human resources laws and regulations.
This will be accomplished by visiting human resources.
Knowledge of confidentiality principles and laws
Confidentiality is very important when it comes to our patients.
Patients in the U.S. value their privacy.
Plan of Action:
I plan to learn more about this knowledge area by reading articles on
the Siena heights university website.
Knowledge of corporate compliance laws and regulations
Organizations have a set standard of regulation they have to follow.
Plan of Action:
I would like to know more about physician contracts, billing and coding practices,
antitrust, conflict of interest, EMTALA, Stark, fraud and abuse, anti-kickback, tax status. I plan
to learn more about them on the Siena Heights University database.
Knowledge of Medicare/Medicaid/Third Party payment regulations

Amanda Bryant

Medicare and Medicaid pays for health services that patients cannot cover, themselves.
Plan of Action:
I would like to know more about Medicare and Medicaid. Speaking with the payee
department at my place of employment, will help me to gain a better understanding.
This comes with time. I will know this goal has been achieved when I am able to help
my organization process payments for patients. This is achievable by me now, by
networking and asking questions. This will be achieved by the end of the semester.
Knowledge of inspection and accrediting standards, regulations, and
organizations
Inspections are necessary to keep an organization up to par. Every employee within
an organization has a role to follow. However, everyone has a duty to stay safe.
Plan of Action:
I would like to know more about TJC/NCQA, OSHA, FDA, NRC, and CDC. I plan to learn more
about these organizations by viewing articles on the Siena Heights University website.
Knowledge of patient rights laws and regulations
Patient rights are one of the most important areas of running an organization. After all, they are the
consumers. If there rights are violated they have the right to attend another organization.
Plan of Action:
I want to know more about human resource laws and regulations, ABA- Section of Labor and
Employment Law, the Labor Management Relations Act, and the United States Department of
Labor, and other laws on the local, state, and federal level. Also patients rights and regulations,
knowledge of inspection, and corporate compliance laws. I will know when this goal is
accomplished when I am able to explain the ins and outs from an executive leadership
perspective. I will read corporate compliance training information pertaining to corporate
compliance laws. This goal is achievable, because I am currently employed by the top healthcare
organization in Ohio, and have continuous access to this information. I will also be able to talk to
other healthcare executives concerning patients rights.
Governance and Organizational Structure
What are the responsibilities of the Board of Directors? What is the structure of the
medical staff?
The responsibilities of the board of directors includes establishing policies, strategic decision
making, and overseeing the organizations activity. The Board of Directors do not get paid. The
team need to make policies and procedures in order to make decisions, and oversee the
organization. The Board may even suggests a policy, and leave it up to management to

Amanda Bryant

implement. Among these things the Board of Directors also have other responsibilities: they
oversee management, finances, and quality; set strategic direction; build community
relationships; establish ethical standards, values, and compliance; and select a CEO and monitor
his or her progress. Siena Heights University Board of Directors for example, also plan and host
events throughout the year. The governance theory involves the organizations mission, vision,
and values of an organization.
Knowledge of governance theory
Every organization has a mission and value statement. This mission statement speaks for how
they treat their patients.
Plan of Action:
Although, I have a basic idea of what the governance theory and structure is, I would love to
know more, and incorporate them into my mission of becoming an executive servant leader.
Knowledge of governance structure (e.g., bylaws, articles of incorporation, fiduciary
responsibilities)
Bylaws, articles of incorporation, fiduciary responsibilities are all things an organizations
has to get started.
Plan of Action:
I would also love to know more about the governance theory, and the structure of medical
staff. What I would also like to know more about is public policy matters and legislative and
advocacy processes. I want to have the ability to explain and incorporate bylaws,
privileging, disciplinary process, articles of incorporation, fiduciary responsibilities, and
public policy matters.
Knowledge of medical staff structure and its relationship to governing body and facility
operation (e.g., credentialing, privileging and disciplinary process)
When it comes to the structure of medical staff, it is my understanding that it varies by
department. Departments such as Intensive Care, Emergency Medicine, Pediatrics, or Medical
Imaging, all have their own structure. In relationship to the governing body, their problems and
information is reported to the governing body by management. There is no clear connection
between medical staff and the governing board, unless its election time.
Plan of Action:
I plan to know more about this area by viewing articles on the Siena Heights university website.
Knowledge of public policy matters and legislative and advocacy processes
Each state has their own public policy matters and legislative and advocacy processes.
Plan of Action:
Amanda Bryant

I plan to learn more about each state by doing web searches.

Business Knowledge
Do you know what to look for in a contract? Are you familiar with marketing principles
and tools?
Knowledge of strategic planning principles
Scenario planning helps organizations plan for whats ahead.
Plan of Action:
I plan to learn more about how organization plan for the future by reading articles on the
Siena Heights University website.
Knowledge of basic business contracts
I have an idea of what to look for in a contract. A contract is something that utilized to seal a
deal, whether about money of goods. On that note, I am familiar with basic business contracts. It
is all about reading the fine print.
Plan of Action:
I plan to learn more about basic business contracts by researching different
organizations and viewing their contracts.
Knowledge of marketing principles and tools
A market analysis is included in an organizations business plan.
Plan of Action:
Although I do not have knowledge of marketing principles and tool, my plans are to
further my understanding by completing a marketing course.
Knowledge of techniques for business plan development, implementation and
assessment
I have a fair amount of knowledge of business plan development, implementation
and assessment. As an undergraduate student, at Siena Height University, I
completed an extensive business plan for a mock doctors office.
Plan of Action:
I would, however like to go into more detail, and include more employees. That is
where it seemed to get complicated.
Knowledge of principles of public affairs and community relations

Amanda Bryant

Community relations is in every city.

Plan of Action:
I plan to learn more about principles of public affairs and community relation be searching the
web and the Siena heights database.
Knowledge of the functions of organizational policies and procedures
Organizational policies and procedures are there to help organization flow.
Plan of Action:
I plan to know more about the functions of organizational policies and procedures by visiting
human resources.

Knowledge of socioeconomic environment in which the organizations functions

The socioeconomic environment is the overall business environment.
Plan of Action:
I plan to learn more about this area by reading more about socioeconomic environments.
Management
Do you have knowledge of contingency planning? Are you familiar with team building
techniques?
Knowledge of implementation planning (e.g., operational plan, management plan)
Implementation planning is important to keep an organization from going under. It is best to
be proactive.
Plan of Action:
I would like to know more about operational plans and management plans. I plan to learn
more in future classes at Siena Heights University.
Knowledge of contingency planning (e.g., emergency preparedness and response)
I have knowledge of contingency and implementation planning. This involves risk
management, and developing a clear plan. As a proactive team player, I am always
thinking ahead. Thinking about the worst that can happen, and planning for it. At my
place of business plans are in place to maintain business operations. This also involves
distinguishing between relevant and irrelevant information, making sure to focus on the
most important aspects of the plan.
Amanda Bryant

Plan of Action:
While I have some knowledge of contingency planning and team building techniques, I
plan to continue to read and research to further my understanding.
Knowledge of organizational systems theory and structuring
This is another way of organizing your business.
Plan of Action:
I would like to know more about span of control, chain of command, and interrelationships
of organizational units. This will be accomplished by researching articles on the Siena
heights University database.
Knowledge of management functions
Management functions include planning, organizing, directing, and controlling. A manager
focuses on the how. Team building techniques are useful. They allow me to work closely
with my fellow team member to stay on task with my organization. I am able to analyze,
evaluate, and integrate information to support a decision. While analyzing information, I
utilize critical thinking abilities. I am aware of how an organizations culture impacts its
effectiveness. Knowing cultural backgrounds give me an understanding of personalities and
beliefs. In return, this creates a great work environment.
Plan of Action:
I plan to learn more about this knowledge area in future courses at Siena Heights University.
Knowledge of leadership theory and situational applications
Great man, behavioral, and contingency are all theories that organizations utilize.
Plan of Action:
I would like to know more about these and other theories. I plan to learn more in future courses
at Siena Heights University.
Knowledge of team building techniques
There are many techniques to building a team. This is across the board.
Plan of Action:
While I have some knowledge of contingency planning and team building techniques, I plan to
continue to read and research to further my understanding.
Knowledge of mediation, negotiation and dispute resolving techniques
Mediation, negotiation and dispute resolving techniques are all important in any organization.
Amanda Bryant

Plan of Action:
I plan to learn more about these knowledge areas by viewing articles in the Siena Heights
University database.
Knowledge of potential impacts and consequences of decision making in situations
both internal and external
Decision making is important within organizations. It impacts everyone form other
employees to patients. Consequences can mean having to restructure your organization
because of a serious mistake.
Plan of Action:
I plan to learn more about this knowledge area in future courses at Siena Heights University.
Knowledge of how an organizations culture impacts its effectiveness
Organizational culture is one of the most important things to study when it comes to running an
organization. Every organization is different.
Plan of Action:
I plan to learn more about organizational culture in future courses at Siena Heights
University.
Ability to analyze and evaluate information to support a decision or
recommendation
Analyzing information comes in handy when making decisions within an
organization. Everything may not always be cut and dry.
Plan of Action:
I plan to learn more about this knowledge area in future courses at Siena Heights University.

Ability to distinguish relevant from irrelevant information

This is another part of analyzing information. It is important to learn and know the difference
between relevant and irrelevant information. This is one of those things that comes with
experience.
Plan of Action:
I plan to learn more by viewing articles on the Siena Heights University website.
Ability to integrate information from various sources to make decisions or
recommendations
Amanda Bryant

Taking that analyzed information, it is important to know how to make decisions based off your
findings.
Plan of Action:
I plan to learn more about this knowledge area in future courses at Siena Heights University.
Healthcare
What are the latest trends in healthcare? Are you familiar with the common
healthcare acronyms?
Knowledge of healthcare and medical terminology
There are several healthcare acronyms that I am familiar with. These acronyms allow healthcare
professionals to speak healthcares language. For example, it is essential to know, ACA stands
for Affordable Care Act of 2010, which further established improved costs, quality, and access to
care. Some of the other acronyms that I am familiar with include benchmarking (which involves
measuring an organizations products or services and comparing it to another), Case Management
(an arrangement where a case manager who is not a physician (usually a Registered Nurse or a
Masters in Social Work) serves as a medical ombudsman responsible for coordinating the care
process for selected consumers), CMHA Conference of Metropolitan Hospital Associations
(which helps bring together hospitals in metro areas to discuss common interest issues), and cost
sharing (where patients share the cost of their services with insurance companies).
Medical terminology includes BP (blood pressure), and BUN (Blood Urea Nitrogen Test).
Knowing medical terminology also helps when charting in a patients records. Prefixes and
Suffixes such as acoust/o (hearing, sound), adren/o (adrenal gland), and algesia (sensitivity to
pain), and good to know when viewing a medical record.
Plan of Action:
I plan to learn more about this knowledge area in future courses at Siena Heights University.

Knowledge of healthcare trends

Healthcare is continually changing, and it is up to healthcare professionals to keep it moving in
the right direction.
Plan of Action:
I plan to learn more about this knowledge area in future courses at Siena Heights University.
Knowledge of managed care models, structures, and environment

Amanda Bryant

Managed care models are important in the healthcare field.

Plan of Action:
I would like to know more about groups, staff, IPAs, and PPOs. I plan to learn more by
viewing articles on the Siena Heights University website.
Knowledge of the ambulatory care sector (e.g., acute care, ambulatory care, post-acute,
public health, long-term)
The ambulatory care sector is helpful to patients. Without acute care facilities, ambulatory
care, and long term care facilities patients would be left to fend for themselves.
Plan of Action:
I plan to learn more by viewing articles on the Siena Heights University website.
Knowledge of the interdependency, integration, and competition among healthcare
sectors
As a member of the healthcare community, I see patients as a number one priority.
From this perspective, I look forward to being employed as an executive that will
influence other employees. Competition among healthcare sectors is healthy. It
benefits patients in the end.
Plan of Action:
I plan to learn more about this knowledge area in future courses at Siena Heights University.
Knowledge of ancillary services (e.g., lab, radiology, therapies)
Ancillary services are located in hospitals, medical offices, and free standing facilities.
Plan of Action:
I plan to learn more by viewing articles on the Siena Heights University website.
Knowledge of physicians roles
A physicians role is to care for patients to the best of his/her ability, while providing resources to
aid in better care. This could include ancillary services such as radiology and physical therapy.
Plan of Action:
I plan to learn more by viewing articles on the Siena Heights University website.
Knowledge of implications of community standards of care
Standard of care involves direct patient care. It lists rules, regulations and conditions.

Plan of Action:

Amanda Bryant

I plan to learn more about this knowledge area in future courses at Siena Heights University.
Knowledge of evidence-based management practice
Evidence based management is based on facts, which creates an environment of honesty and
efficiency.
Plan of Action:
I plan to learn more by viewing articles on the Siena Heights University website.

Knowledge of staff perspective in organizational settings

The frame of reference is how the organization interprets the data.
Plan of Action:
I would like to learn more about frame of reference and orientation. I plan to learn more about
this knowledge area in future courses at Siena Heights University.
Knowledge of healthcare economics
Healthcare economics is the production of services to patients or more specifically financial
considerations.
Plan of Action:
I plan to learn more about this knowledge area in future courses at Siena Heights University.
Knowledge of the interrelationships among access, quality, cost, resources allocation,
accountability and community
It is important for organizations to work together in a cohesive manner.
Plan of Action:
I plan to learn more about this knowledge area in future courses at Siena Heights University.
Knowledge of nurse and allied health professionals scope of practice
Allied healthcare professionals scope of practice involves taking vitals, patient history,
performing electrocardiograms, venipuncture, and comforting the patient. These things are then
reported in the patients medical record for the doctor to access. Allied health professions are an
important piece to the puzzle.
Plan of Action:
I plan to learn more by viewing articles on the Siena Heights University website.
Knowledge of support services

Amanda Bryant

Everyone within an organization has a job to do. No one person can do everything. It becomes
too overwhelming and employees will not stick around. It is important to have support services
on site.
Plan of Action:
I plan to learn more about this knowledge area in future courses at Siena Heights University.
Knowledge of patient perspective
Patient perspective paves the way for the future of healthcare. Patients should always come first.
Patients expect quality care and convenience. Allied health professionals must take cultural
differences into consideration, and they must also adhere to HIPAA (Health Insurance Portability
and Accountability Act). This involves knowing the language of the healthcare field; medical
terminology.
Plan of Action:
I want to learn more knowledge of managed care models, structures, and environments,
interdependency, integration, implications of community standards of care, interrelationship
among access, quality, cost, resource allocation, accountability and community, and support
services. This will be accomplished by studying articles pertaining to the above information, on
the Siena heights University website. This will be accomplished by February 2016. The benefits
of learning this information includes enhancing knowledge about the healthcare field. I will
know this is accomplished when I can fully explain managed care models, structures, and
environments, interdependency, integration, implications of community standards of care,
interrelationship among access, quality, cost, resource allocation, accountability and community,
and support services. This information will be utilized to better understand how and why
healthcare function the way it does. I have accomplished a goal similar to this, when I studied
servant leadership.

Amanda Bryant