This is an interview project assigned to me in my Communications 1010 course:
Interview Introduction and Schedule
Background Information
My Interviewee:
I intend to interview a woman named Julie Van who works for a healthcare company called Ingenix. Ingenix’s primary function is to provide solutions to the healthcare industry. Her job consists of managing a product’s life cycle (her job title is “Product Manager”). My aunt has been friends with Julie for several years, and it is through my aunt that I received her contact information. I contacted Julie and arranged to interview her about her career. I think that what she does seems interesting, rewarding, and contributes to the betterment of people’s lives. It is for these reasons that I chose to interview this particular person. Many of Ingenix’s business mottos and slogans seem to be rather vague and open to speculation as to what they actually mean. I hope to clarify some of these meanings in greater detail when I interview Julie. I intend to employ the use of a lot of open questions during the interview. It is my belief that her expertise on the subject at hand will help guide the conversation to what she believes are the most relevant and important points. Using this expertise to help guide the interview will enable me to conduct a more effective and thorough interview.
Career Research:
I have previously been employed as a clerk in the claims department of a local health insurance company. Because of this, I have some background and knowledge of the healthcare industry. My knowledge is not from the perspective of a healthcare provider, but from the sector that deals with the business area of the industry. I have always found the healthcare field to be constantly evolving and therefore, very interesting. However, I have never had a desire to work directly with patients. The thought of working in a medical clinic has never appealed to me as it seems that you could potentially be exposed to a variety of infectious diseases, viruses, and microbes. That is why I find the business end of the healthcare field to be a better fit for me personally. I have enjoyed the experience I have had working in the field, and would enjoy learning more about a different area within it. The healthcare industry has been advancing at an astonishing rate over the last several decades, and it shows few signs of declining. It is likely that there will continue to be high paying and rewarding careers to be earned within the field. This makes a future career far more attractive, as your employment would be in a very stable and potentially lucrative field.
It is possible to gain a good career within the industry with a variety of qualifications. Because there is such a large variety of positions under the umbrella of the healthcare industry, it is possible to apply a number of different backgrounds, degrees, and backgrounds to a future career. There is a need for applicants with a diverse pool of talents and resources available to them. This makes entry into the field even more appealing because you would be able to apply the individual skills with which you are the most successful.
Interview Schedule
Opening:
Hi Julie. I’d like to thank you for making time for this interview. I appreciate the opportunity to do so, as I am sure that you have plenty of things you could be doing without taking time out of your day for this interview. As we discussed in our initial correspondence, I intend to interview you about your career and the position that you currently occupy. I plan to ask you questions regarding what your current job entails, what kind of qualifications you must possess to do this kind of work, and any ongoing education or training that you may receive. I also hope to discuss the positive and negative aspects of your position, and the things you that like and don’t like about your current job.
I plan to take notes on my computer during our interview, however it won’t distract me or keep me from listening to what you are saying. As I understand that you have made time and arrangements specifically for this interview, I hope to gain the maximum amount of benefit from our discussion. Taking notes will assist me in this effort. As I know that your time is important to you, this interview shouldn’t take more than thirty minutes.
Body:
Topic 1: What The Position Consists Of and Entering the Field
Firstly, I’d like to discuss what your job consists of, some of the qualifications that are required, and what kind of education would be beneficial to someone seeking employment in this sector of the healthcare industry.
1. What is your job title? (primary, closed)
2. What does your job primarily consist of? (primary, closed)
3. Would you say that you enjoy your career? (primary, bipolar)
If yes:
-What parts of your job do you enjoy the most? (secondary, closed)
-What parts of your job do you enjoy the least? (secondary, closed)
If no:
-What specific aspects of the job make it less enjoyable? (secondary, closed)
-What would you change about the job to make it more enjoyable? (secondary, closed)
4. How did you end up in the position that you are currently in? (primary, open)
– Why did you choose the field you are in? (secondary, open)
– What qualifications do you possess that your employers find desirable? (secondary, closed)
5. What kinds of qualifications would one need to enter this field? (primary, closed)
– How would these qualifications assist you in your work? (secondary, open)
– Are there any other qualities of qualifications that would be helpful? (secondary, open)
6. Is there any kind of ongoing training or education associated with the job? (primary, bipolar)
If yes:
-What kind of training or education is required? (secondary, closed)
-Would you say that it has been beneficial to you, and why? (secondary, open)
-Does this training or education help keep patients safe, and how? (secondary, open)
If no:
-Would ongoing training or education be helpful to your career? (secondary, closed)
7. Is there anything that has been particularly helpful for you to develop your career? (primary, open)
-Is there anything that you would like to add regarding entry into the field? (secondary, open)
Topic 2: The Company You Work For, What You Do Within the Organization
With the education and qualification questions out of the way, let’s move on to the company that you work for, and what they do as a whole. I would also like to discuss what you do within the organization.
1. What company do you work for? (primary, closed)
-Are they a large company? (secondary, closed)
-How many people do they employ? (secondary, closed)
2. What are the primary functions of the company and what needs do they fulfill? (primary, open)
-Why are these functions important to the healthcare industry? (secondary, open)
-How does your company retain the talent they need to compete successfully? (secondary, open)
3. I saw on your company’s website that your goal is to streamline healthcare operations, reduce costs, increase quality, increase revenue, and achieve compliance with healthcare regulations. Could you elaborate on what this means? (primary, open)
-How does your company typically achieve these results? (secondary, open)
-What do you do personally to meet these needs? (secondary, open)
-Generally, what has been your greatest asset in accomplishing these goals? (secondary, open)
-Is there anything that would make you more effective in your position? (secondary, open)
Topic 3: Why the Job Is Important and What It Means For Patients
Now that we have discussed what it is that you do, and what that means to the organization as a whole, I would like to talk about why your job is important. Of course, it is important that the company you work for be profitable. However, I would like to go beyond that and discuss how your job benefits the healthcare industry, and in turn, the patients.
1. Other than the previously stated ones, what benefits do your services provide? (primary, closed)
-What are the advantages of these benefits? (secondary, open)
2. Would you say that your services improve the quality of the medical facilities? (primary, closed)
If yes:
-In what ways have your services improved them? (secondary, open)
If no:
-In what ways could you improve the quality of the services you offer? (secondary, open)
3. How do your services have a direct impact on patients? (primary, closed)
-How, specifically is the quality of patient care improved? (secondary, open)
4. Is improving medical facilities and patient care a rewarding career? (primary, closed)
If yes:
-What is the most rewarding thing about it? (secondary, open)
If no:
-In your opinion, what would make it a more rewarding career? (secondary, open)
Clearinghouse Question: Switching Roles
I’ve spent all this time asking you questions. But frankly, you have far more expertise on the subject than I do. So I would like to ask if there is anything you would like to add that you feel would be beneficial for me to know.
1. Can you think of anything that we haven’t talked about that you think is important and would like to discuss at this time? (primary, open)
Closing:
You have answered all the questions that I have prepared for the interview. I truly appreciate the opportunity you have given me to interview you. I know that your time is valuable and that there is a limited supply of it. I feel that I have learned a lot about the field from our discussion and time together. I feel much more prepared than I was previously. Having the perspective of someone who is actually working within the industry has been an extremely useful tool.
I have brought the evaluation form that we discussed when we first talked about setting up an interview. Whatever you decide to write on the form will not have an impact on the grade that I will receive for this assignment. So I encourage you to write honest answers. Any criticism could only help to improve my ability to conduct effective interviews.
This has been a remarkable learning experience and I value the information that I have gathered today. It has been a pleasure to make your acquaintance, and I thank you for your time. (Shake hands) Good bye.
Interview Analysis Memo:
On March 24th, 2012 I interviewed a woman named Julie Van who is a Product Manager for a company called Ingenix. I met Julie at a coffee shop that was located near her home. I suggested that we meet somewhere that was close to her, as it would make it more convenient for her to do the interview, and it was then that we decided on the coffee shop. My aunt suggested that I interview her friend (Julie) as she had an interesting career within the business side of the healthcare industry. Her job is to oversee the entire life cycle of the some of the products that her company produces. The primary products that she oversees are books that instruct one how to properly medically code in accordance with the latest laws and regulations that have been put in place by the federal government and other agencies.
Several years ago, I used to work for one of the largest local health insurance companies as the clerk of the claims department. I found that the work was both interesting and enjoyable. There was always something interesting to do, or some interesting new medical phenomenon to marvel over. The work was also satisfying and rewarding. Knowing that you were helping people to receive the medical attention that they need always helped to lessen the monotony of the work day. I would like to work in the healthcare field again, however I think that I would enjoy a position that is more influential to the way the industry itself actually works. I believe that there is still plenty of room within the healthcare industry for innovation and fresh ideas.
Some aspects of the business are difficult to understand merely by reading a corporate web page. I found it very useful to talk to someone who is currently working within the field. Julie was able to answer many of the questions that the web page couldn’t adequately answer. The purpose of this memo is to analyze and summarize the knowledge and information that I collected while conducting the interview with Julie. I learned a lot from Julie’s experience in the field and I hope to address some of the more enlightening points that were made in greater detail.
Summary of Lessons Learned:
What The Position Consists Of and Entering the Field
I learned that the level of applicable knowledge that a person must possess to adequately do such a job is quite high. I also learned that the level of education and experience that a person has are both important factors in gaining employment within the business side of the healthcare industry. However, it seems that experience is also extremely important. Julie shared that in college, she was an English major. It was her progressive experience within the healthcare industry that gained her the position she now holds. She started her career many years ago as a receptionist for a small medical practice. As she gained experience, she was able to secure better positions in different areas of the field and with different companies. She has a diverse and broad background, but all of the positions that she has held were associated with healthcare. By constantly learning and showing competency in her current job, she has been able to rise to greater and loftier positions than she previously held. So, while getting a college degree is a necessary requirement, from what Julie has related to me it seems that what kind of experience you have is equally important.
Julie has been required to attain a number of certifications in very specialized areas of medical coding. Her knowledge of the subject must stay extremely current. She is expected to be an expert in the field as her company publishes books and offers training courses on the subject of medical coding. As such, her education has been required to continue on an ongoing basis. It seems that one must be prepared to stay current with all the latest certifications and education to stay competitive within this field.
The healthcare industry is a fast paced field of work. One of the personal qualities that has allowed Julie to advance her career has been her ability to adapt to a rapidly changing business environment. This seems to be the one of the primary keys to Julie’s success. New healthcare regulations and laws require companies to adapt and make changes to their business practices and policies all the time. When I was a claims clerk for a local insurance company, the Health Information Privacy and Accountability Act was instituted. All of the company’s employees were required to attend a fifty hour training course on the new health information privacy requirements, regulations, protocols, and procedures. Failure to abide by these newly instituted policies could result in massive federal fines being imposed on the company in question (up to twenty five thousand dollars per occurrence). So I know first hand how important being able to adapt to a changing business landscape is. Failure to abide by these new regulations had the potential to bankrupt the company I worked for, so it was very clear just how important these regulations were. However, until my discussion with Julie, I wasn’t aware of how frequently new laws and regulations are being put into place. It is more important than ever before to be able to adapt and think progressively. Being able to abide by and be prepared for upcoming regulations is essential for success.
The Company You Work For, What You Do Within the Organization
I found out that there are many aspects to the healthcare industry that I had never consciously considered before. With the amount of regulations and changes to the medical coding system that occur on a regular basis, it comes as no surprise that a company like the one that Julie works for would become necessary. Many medical facilities are not equipped to deal with problems like this. They are set up so that they can deal with patients. They don’t really have the skill set that is required to understand and comply with all the newest regulations. As these facilities are concentrating on the day to day operation of the facility and on the treatment of patients, it is easy to see how many facilities would require the services of a company like Ingenix. New regulations are instituted all of the time. If Julie is correct, services like these will become more needed and desired in the future.
I found out that although Julie works for a very large company, there are an abundant amount of jobs available at small as well as large companies. The constant change that the field undergoes on a regular basis has provided those with the ability to fill these newly created gaps with a set of occupations that didn’t previously exist. I learned that if you are prepared with the proper knowledge it is possible to be in a good position to gain employment in a fast-paced and interesting sector. I also learned that you need to think about the future of the industry and prepare early for the changes that will inevitably occur.
The company that Julie works for offers an excellent variety of benefits and the salaries that they generally offer are quite competitive. I have found that many of the jobs available within the healthcare field tend to be relatively high paying. When a company finds employees that fill their very specialized needs, they tend to offer excellent compensation packages to them. The company Julie works for even offers to match one hundred percent of personal charitable donations. It would be nice to work for a company that values its employees so highly. I also feel that working for a company that does things like matching charitable contributions would ultimately be more satisfying than working for a company that only cares about profitability. While making money is important, I do not think that it should be a company’s only goal.
When questioned about the downside of her job, Julie mentioned that the position requires a lot of travel. She said that she doesn’t really like to leave home for long periods of time, and that she usually ends up going to the same two places. So, for her traveling is a downside. However, I enjoy visiting new places and traveling, so I might be inclined to see it differently than she does.
Why the Job Is Important and What It Means For Patients
Although Julie’s job does not consist of working directly with patients, it does still offer a number of direct benefits to them. Julie works to ensure that her company’s clients are adequately trained and educated on the latest laws and regulations. Her company also ensures that the medical facilities are kept up to code. All of this ultimately benefits the patients because they are receiving care from a facility that is up to date and on par with any regulations that have been put into place for their personal safety and protection. In my opinion, having a career in which you make medical procedures and medical facilities safer would be quite rewarding. At the end of a work day, knowing that you helped make the world a better and safer place would make all the work very worthwhile.
I learned that many medical coders bill the claims that they submit to a patient’s insurance company with medical codes that are outdated or inaccurate. This causes the claim to be sent back to the medical offices with a notice to fix the codes and resubmit them. As a claims clerk, this was actually one of my primary responsibilities. I never knew why they would submit incorrect codes until my discussion with Julie. As it turns out, many medical coders are inadequately or incorrectly trained, and many of them do not stay current with changes in billing practices and regulations. Many of the coders that were trained correctly are not current in their knowledge of the latest medical coding procedures. Because of this, a job like Julie’s is important for patient safety. It also ensures that claims are paid in a timely manner. All of these factors contribute to a healthcare system that works better.
Interview Analysis:
This project introduced me to a lot of new concepts and ideas of how to conduct an interview. Through this experience I was able to learn a lot about the healthcare industry that I did not know before. I already have experience working for two companies involved in very different aspects of the healthcare industry. Because of my discussion with Julie, I now realize that it is possible to do many different types of jobs within the field. Because the healthcare field requires the skills and talents of a diverse group of people, the jobs that are available are just as diverse. I learned that as new medical procedures are being developed constantly, the need to continue one’s education is essential. Without an ongoing education, a career in this field will have a tendency to stagnate.
Analysis of my Interviewing Process
I brought a printed copy of my questions (which had been organized by topic as a list of primary and secondary questions) as well as my laptop computer. On my laptop, I had a new empty document open, ready to type Julie’s answers. I had the computer started up, and had the document open and ready to go, so that by the time Julie arrived for the interview, I was ready to go immediately. I found that it was more effective than writing with a pen, as I can type considerably faster than I can write by hand. However, I found that this still took a certain amount of time away from listening to Julie or from asking follow up questions. I think that it would have been beneficial to have brought a recording device of some kind. I didn’t bring one for this interview because I felt that it might be awkward to ask to tape the interview. However, in any interviews I conduct in the future, I will be sure to use one as I believe the benefits it offers would far outweigh the potentially unwanted introduction of a recording device to the interview. Another benefit of using a recording device would be the ability to reference the interview and have a complete record of what was said. All in all, I learned a lot about how to conduct an effective interview. I also learned a lot about the healthcare industry. I found this project to be a productive and enlightening experience.
Letter of Thanks to Interviewee
March 23, 2012
Dear Julie,
I would like to thank you for giving me the opportunity to interview you about your career. The information that I received from you was very useful to me as it gave me a better understanding of the way that the healthcare industry works in general. It was wonderful to gain a better understanding from someone who is currently working within the field because your perspective is more useful than reading about it online or in a book.
I was impressed with your level of personal knowledge about the subject and the field of work. I was lucky to interview someone with your general knowledge of the healthcare industry. You were able to clarify some of the more difficult to understand aspects of what your position entails. The answers that you provided me were very informative. I found what you told me interesting because you were able to relate the topics that we discussed in a way that was applicable to real world situations. This knowledge will be valuable to me in the future, and is valuable to me now while I am attending school.
I am thankful that you were able to make time to do this interview with me. I truly appreciate the opportunity and would like to extend my gratitude for the consumption of your time. I learned a lot about the business side of the healthcare industry that I did not know before and feel better prepared to make educational decisions regarding my career.
Sincerely,
Clay Boitnott
Communications Project Reflection
I recently had an assignment for my Communications class that consisted of interviewing a person in a career field that I am interested in pursuing personally. I had never conducted an interview before, so an experience like this was an entirely new one for me. I found this project to be a positive and enlightening experience that has taught me a lot about the subtleties of communication.
There is more to effective communication than I had previously anticipated. I discovered that there was a lot I did not know about my personal communication skills. This project has allowed me to address and work on the areas of my communication that could use improvement. The skills that this assignment has taught me will allow me to more effectively communicate in a professional environment. This is a valuable skill because how people communicate at work has a lot to do with how successful they tend to be in that career. Now that I have completed the assignment, I feel that I am better prepared to deal with situations like this in the future.
I was able to secure an interview with an extremely knowledgeable and experienced woman who is currently employed in the healthcare field. She is involved in the publishing of books about medical coding. By interviewing her, I learned that the healthcare field is rapidly changing and that one needs to continue their education to stay competitive in the industry. There are many reasons that that you have to be able to adapt to a constantly changing business landscape. Because medical procedures are advancing at an astonishing rate, the rest of the industry needs to advance just as quickly in order to be able to keep pace with said advancements.
There are new regulations and laws that are being instituted all the time, and as someone working in the healthcare field, you need to be able to comply with these new regulations in order to maintain your position in the field. The only way to do this is by continuing your education on an ongoing basis. This directly relates to me, as I will be required to stay current with any education that I receive in the future. Another way to keep up with the changing industry is experience. Experience is an excellent way to deal with this changing environment because it gives you real world, practical, and useful knowledge.
It seems to be the combination of experience and education that prepares you the most for an advancing career in the healthcare industry. If one is armed with these tools, a very good future career in the healthcare field is entirely possible. Because of this project, I feel much more confident about attaining such a career. I feel that this assignment has been a great experience for me. I was able to develop and practice my newly found set of interviewing skills in a formal setting. This life experience is difficult to replicate and is not easily attained through other means, yet remains a valuable and essential skill for success in any profession.
clayboitnott 