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Janell Clements Career Research Interview Part 1: Interview Preparation Comm 1010--063 Brent Cowley September 19, 2013

Preliminary Research The Interviewee: I have chosen to interview Kimberly Telford, Operations Officer in the Revenue Cycle Organization at Intermountain Healthcare, who has recently accepted the position of directing the Revenue Integrity and RCO Strategy departments within the RCO. I have been told by others that Ms. Telford has an interesting background in healthcare where she has taken opportunities to work in various areas of healthcare management, while advancing her career as an Operations Officer. These are some of the reasons that I chose to interview her.

I contacted Ms. Telford by email and have arranged to meet with her on Wednesday, September 25th at 11:30AM for 30 minutes. We will meet in a small conference room at the offices of Intermountain Healthcare, away from her office to minimize distractions. I had suggested that we meet at a nearby coffee shop or quiet café, since it would give us a place away from her office, but she does not have the extra time in her schedule to travel.

Career Research: Ms. Telford’s title indicates that she is an Operations Officer, which is a very broad field to research. The career that I was able to research that best describes her position is classified as medical and health services managers, also called healthcare executives or healthcare

administrators. They plan, direct, and coordinate medical and health services. They might manage an entire facility, specialize in managing a specific clinical area or department, or manage a medical practice for a group of physicians. “Medical and health services managers often work closely with medical staff to plan, direct, and coordinate the delivery of healthcare. Most medical and health services managers have at least a bachelor’s degree before entering the field; however, master’s degrees also are common. Requirements vary by facility. The median annual wage of medical and health services managers was $84,270 in May 2010. Employment of medical and health services managers is expected to grow by 22 percent from 2010 to 2020, faster than the average for all occupations. As the large baby-boom population ages and people remain active later in life, the healthcare industry as a whole will see an increase in the demand for medical services. Managers will be needed to organize and manage medical information and healthcare staffs in all areas of the industry.” Bureau of Labor Statistics, U.S. Department of Labor, Occupational Outlook Handbook, 2012-13 Edition, Medical and Health Services Managers, on the Internet at (visited September 16, 2013).

There are many institutions that offer programs in Health Care Management, Health Services Management and Health Management Certification. Broadview University, Stevens-Henager College of Business-Provo, University of Utah, Weber State University, and University of Phoenix-Utah Campus are five schools in Utah that in close proximity to where I live. Career Index, Your free online education database, Healthcare Management Schools In Utah, on the Internet at (visited September 30, 2013).


The University of Missouri Health Management and Informatics Department’s mission statement for the Health Services Management (HSM) Program is: “Creating the future of health care delivery through: the development and application of knowledge in health care organizations for providing evidence-based solutions; and the preparation of leaders and managers who effect change in complex and diverse organizations to achieve the highest levels of individual and population-based health.” The university’s vision is: “To be a transformational leader in creating the future of health care delivery.” University of Missouri, Mission Statement for the Health Services Management (HSM) Program, on the Internet at (visited September 19, 2013).

Interview Plan


Hello Ms. Telford. As I mentioned in my previous communications with you, I am enrolled in a Communications Class at Salt Lake Community College, and am interested in gaining insights into a career in health services management. I appreciate this opportunity to meet with you and discuss how I might prepare myself for a career like this. I hope you have been able to review the topics that I provided in advance of our interview; I plan to use this information as part of an assignment to conduct a career research interview, and also to guide me in my future endeavors. I know that you have a very busy schedule and would like to keep this interview to 30 minutes.

Body:  What are the reasons that you decided to pursue a career in healthcare? (Primary, open ended question)


I understand that part of your responsibilities is to plan, direct, and coordinate the delivery of healthcare, (specializing in the RCO). What part(s) of your job bring you the most satisfaction? (Primary, open ended question)

o Are there other parts of your job that you don’t particularly care for? (Secondary, open ended question)  Tell me about the different areas of healthcare that you have worked in and how you arrived where you are today? (Primary, open ended question) o Were there departments that you liked better than others? (Secondary, close ended question) o If yes, what were the names of those departments? (Secondary, open ended question) o If you were able to do things over again, would you have taken a different path or direction? (Secondary, hypothetical, closed ended question) o What would you have done differently? (Secondary, hypothetical open ended question)  I understand that most facilities require health services mangers to have a Bachelor’s degree, and that you have a Master’s degree. How has your education helped you in your current position? (Primary, open ended question)


o Would you recommend pursuing a Master’s Degree for this profession? (Secondary, close ended question) o Why or why not? (Secondary, open ended question) o Would you recommend a particular college in the Salt Lake area that has a stellar program for this kind of career? (Secondary, open ended question)  What advice would you give to someone who is interested in a career in Health Services Management? (Primary, open ended question)  Do you feel that this a field that women are well-represented in? (Primary, close ended question) o I understand that Employment of medical and health services managers is expected to grow by 22 percent from 2010 to 2020. Do you see any kind of trend for women working in this field? (Secondary, open ended)  Is there anything else you can think of that you would like to share with me? (Clearinghouse, open ended question)

Closing: I appreciate having this opportunity to get to know you better and to gain your insights into this kind of career. The information you have shared with me will be very helpful in the decisions


that I will be making for my future in healthcare. Would it be okay if I add you to my LinkedIn account, so that I can stay in touch with you?

Thank you interviewing with me today; I know that your schedule is very full, and I’m grateful for the time that you have allowed for me.