The leadership at MedData is focused on your professional growth and success. If you are growing, MedData grows, and our clients will grow as well.
You will quickly discover that our culture at MedData is both distinctive and intentional, and emphasizes the following attributes:
In a little more than five years, Jose Sierra has witnessed some major growth at MedData – in his career and to his work environment.
Jose excelled as a Patient Services Representative in his first two years and quickly stood out as a role model for his colleagues. He was promoted to a supervisory role where for the past three years he’s been sharing his expertise with the rest of his team. He says the added responsibilities have been fun and rewarding. Plus, it allows him opportunities to give his team experience in a variety of activities.
Jose likes to travel, and it’s helpful to have such a well-trained team ready to fill in. Occasionally, he’ll take off work for weeks at a time to go on big trips. He appreciates having a supportive team to keep things running smoothly while he’s gone – and during his normal routine when he’s in the office.
“I delegate where I can to my team. The key to success when sharing responsibilities like this is having a strong bond with and trust in your team,” Jose says.
Patient Responsibility is an important and growing part of MedData’s business, as Jose can tell you. He has seen many recent changes firsthand, including the move to the massive new call center in Grand Rapids, Michigan. The state-of-the-art, over 100,000-square-foot dedicated Patient Services Center has a modern look and feel with many top-notch amenities such as large workstations, an enormous multipurpose/recreation room, a deluxe cafeteria, private phone rooms, a Mom’s Room for new and expecting mothers, open-access internet stations, a game room, and more.
“In my time with MedData, I have been able to witness much of the growth within the call center and the changes that come with it,” Jose says.
Some of those changes include how processes such as training and communication have been enhanced over time. At the new center, training rooms have been improved and expanded to ensure everyone has access to important company and industry knowledge. Team stations were specifically designed to improve workflow so supervisors such as Jose can more easily interact with the rest of their team and offer the guidance they need to be successful.
“I make sure to keep an open mind. You would be surprised how productive a meeting can be when everyone is open to each other’s ideas!” Jose says.
The dynamic nature of the business has at times proven challenging, but Jose has remained confident. He says anything can be overcome by embracing the obstacles ahead and confronting them with a team effort.
There is one way to describe the role of patient advocate that replaces what can often be a rather complicated explanation: They’re the “good guys.”
That’s how Tiff Lahr responds to questions about what patient advocates do, and she swears that’s as factual as anything you’ll find in an official job description.
Here’s Tiff in her own words about why she knows her short but powerful definition of patient advocates is true and how she helps others get good at doing good:
“When I first started as a patient advocate, I knew next to nothing about insurance. So, when people would ask me what I did for a living, I’d tell them that I help under-insured/uninsured hospital patients apply for medical assistance to help cover their hospital bills. I quickly learned that by stating it this way, I’d already lost the listener’s interest and attention.
“As I grew in my role of a patient advocate and then transitioned to team lead/trainer, I began to re-evaluate my answer. I realized that while this answer is a factual response to their inquiry, it’s only a small part of what I do for a living. So, years ago, I thought of a response I felt really encompassed what it means to be a patient advocate. Now, when someone asks what I do for a living, I simply reply, ‘I’m one of the good guys.’ While this answer usually elicits a small chuckle from my listener, it’s most definitely still a factual statement that’s piqued their curiosity and I now have their full attention to tell them more about what makes my job so great.
“As a patient advocate, I have the capacity to change lives in a very real way every day – now how many people actually get to say that about their profession? When it comes down to it, in a world overflowing with bad guys, I get to hang my hat on my work and know without a doubt that what I did today made a difference. Yes, I may have done good work, but more importantly, the work I did was good.
“As a trainer, I’m a fan of a constructivist learning style while training new and existing advocates. That means not only do I want them to understand the material I’m introducing them to, but also to understand why retaining it is important to being a successful advocate. Everyone learns a bit differently, so it’s important to pinpoint how to best deliver the necessary information to each individual. I prefer to engage advocates with various types of demonstrative hands-on learning activities more so than having them passively receive the information.
“As part of my branch’s leadership team, I have been involved in the interviewing and hiring process. I’ve interviewed many candidates, and just recently I had an interviewee ask me what it took to be a successful advocate with MedData. I’d never been asked this by a candidate before, so I contemplated my potential answers for a moment. My mind whirled with all the elements I could share on how to be really great advocate. I debated on whether to tell them that organization and efficiency is key (because it absolutely is), or that an excellent attention to detail was paramount (which it also is), or an abundance of patience and persistence is critical.
“But then my mind cleared, and the one main ingredient in all the work we do came to the foreground. One of MedData’s core values, in fact: Passion for all that we do. You have to love this profession in order to be successful at it. As a team lead, this mind-set is always at the forefront of my work, and therefore I encourage every advocate to focus on their accounts as people, not cases – because that’s exactly what they are. Each file represents a real person, and remembering this as we work makes it a lot easier to give each patient our undivided attention, because that’s what they deserve.”