OGL 481 Pro-Seminar I:

PCA-Human Resource Frame Worksheet

Worksheet Objectives:
1. Describe the human resource frame
2. Apply the human resource frame to your personal case situation

Complete the following making sure to support your ideas and cite from the textbook and other
course materials per APA guidelines. After the peer review, you have a chance to update this and
format for your Electronic Portfolio due in Module 6.

1) Briefly restate your situation from Module 1 and your role.

New patients coming into Mayo Clinic talk to schedulers who run a decision tree to

determine which is the best specialty and provider that can treat the patients condition or

concern. These decision trees are built with an algrothm behind the scences to guide the

scheduler with questions to ask the patients. The algrothm is determined by a combination of

best practice workflows, rules and questions. While working with Sleep Medicine in Rochester,

Minnesota to create their decision trees, we were up against a time crunch due to the project

deadlines. The chair of the department was innovative beyond our build capabilities at the time

which made it difficult to finalize workflows. I was also a new analyst when it came to the type

of system build for the project and my confidence level in my capabilities were low. I had to

work overtime to completed the build including after hours meetings to come to an agreement.

The final outcome had to be demoed to all the stakeholders within the department. This took

place in a large presentation hall pushing my public speaking skills to grow exponetually. This

situation also pushed me to think outside the box and collobrate with other build team members.

2) Describe how the human resources of the organization influenced the situation.

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 I have found working in my organization that there is informal hierarchy of power when it

comes to administrative staff and clinical providers. The clinical provider who was the chair of

the department at the time wanted to see the decision tree build done a certain way. When I

pushed back and explained what was out of scope for this part of the project it was met with

opposition. This clinical provider would use his position to complain I was not listening to what

needed to be done and what would be best for the practice. This would circle back to the

operations administrator who would then speak to my manager of the concerns. Since the clinical

provider went that direction I was asked to accommodate his wishes as best as I could. This

caused frustration for me as an analyst.

The structure of the organization is more of a team approach with each department or

division having their our structure within. When mixing in informal hierarchy that crosses over

into other departments this causes conflict. This is especially challenging for administrative staff

when they must handle the cross over conflicts of power to try and get back to the mission and

goals of the organization. My organization pushes its employees to focus back on the core

mission and goals in the face of conflict between employees and looking for solutions.

3) Recommend how you would use the human resources for an alternative course of
action regarding your case.

To better help my situation I would try to relate better to the clinical provider and the

requests he made for the decision tree build when originally asked. At the time I assumed the

clinical provider was just being difficult and inserting his position saying he knows better than

me since he is a doctor. There are not many clinical staff physicians that understand the process a

patient must go through before landing on their calendar. Sometimes it is easy to forget the back

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end and the front end don’t always understand the whole process. Taking this step back and

understanding or relating to the other person can help come to a better solution for the problem.

4) Reflect on what you would do or not do differently given what you have learned
about this frame.

Being new to my role as an analyst and learning alongside other analyst how to build

decision trees in the new system was a stressful challenge. The deadlines on the build progress

was strict in order to keep the project in green status. The added stress helped to fuel conflicts

that came up in my situation. As talked about above taking a step back and relating to the

provider requesting the changes I’m certain the need for escalation would have been avoided.