California State University, Long Beach

Department of Health Care Administration

Mid-Term Progress Report

(Please type in information)

Student’s name: Dee Do Today’s date: 03/09/2021

Course #: HCA 481 Sec 05

Internship site: Compassionate Cancer Care Medical Group, Inc

Report period: Spring 2021 (01/21/2021 to 03/01/2021)

Hours worked in report period: 120

Total intern hours accumulated to report date: 120

a. New activities in which you observed or participated in during the internship.

Describe what is to be accomplished, what the steps you are taking to begin this internship
process, what you expect to learn, what resources you are being given or able to reach out to for
assistance, how often you are able to check in with your assigned supervisor or preceptor to
review progress and guidance you sought to work around the barriers encountered, and other
updates.

The practical learning of the EHR/EMR structures, including the management of the medical

practice, is a new activity that has so far been part of my internship. As learned in HCA 416 (Management

and Information Systems), information technology plays a key role in providing high-quality treatment and

management decision-making, helping us to identify networks and telecommunications that are sufficient

to understand concepts important to health care workers. In other words, comprehensive information

management among patients, physicians, the government, quality agencies, and insurers. The impact of

health information technology has revolutionized patient care worldwide. As I have seen from my

internship, the use of health information technology has shown to increase the quality of health care

efficiency as it promotes personal and public health while at the same time diagnostic accuracy. The

program also eliminates costs and medical errors and improves the performance of both administrative and

clinical processes. The health care app also saves the clinic time and money. Health information technology

reduces the time and resources spent on everyday activities and administrative duties, allowing the health

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care organization to concentrate more on patient care and health. The instances I have come across are

quicker prescriptions, knowledge sharing, reduced paperwork, and more structured follow-ups.

First of all, what needs to be done is to serve as a frontline to keep patients happy and the clinic

running smoothly. Running the clinic smoothly, includes, but is not limited to, scheduling appointments at

the right time with the right doctor, listening to clients well and communicating positively and confidently

with those on the phone or in the reception area, detailing customer invoices, and collecting payment to

ensure that the practice is profitable.

During my internship, I expect to see an active and smooth transition from academic to

professional life. I hope to gain the skills and experience that will appeal to potential hiring managers.

Resources that I have been given include a vast network of experienced health care professionals. I am

provided with their personal contact information to reach them in a timely fashion if needed. With ease, I

am also able to ask questions and voice concerns to my preceptor in reviewing the progress that improves

my range of abilities in the industry. It is important to note that my preceptor makes herself ordinarily

available to speak with.

Word Count = 386

b. Progress on internship project(s):

Describe the progress you have made on your major projects outlined in the Learning Agreement, the
steps you have completed and the next steps to be completed before the internship ends. Discuss some of
the barriers and delays you have encountered, and why they occurred. What skills have you learned, and
what skills do you still need to further develop? In meetings with your supervisor or preceptor, are you
seeking advice, volunteering for interesting projects, appropriately speaking up, participating in office and
group meetings to learn the dynamics of office management? Share other items of interest in this
learning experience. What literature research did you conduct related to the projects you were working
on? What was the impact of having done this research? Some depth of reflection and critical thinking is
expected here.
Major progress made on my major projects outlined in the Learning Agreement compromises

educating Vietnamese patients on where to get the COVID-19 vaccine. Due to the part that I work in a

hematology and oncology clinic, many patients that we serve are immunocompromised. These individuals

have weakened immune systems and have a higher risk of contracting COVID-19 severely. It is paramount

for them to be able to access resources such as where to get the vaccine or to answer any concerns

regarding it. I am to provide them with places they may sign up to receive their doses (OTHENA, UCI, and

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Department of Health Care Administration

the local pharmacies: Walgreens and Rite Aid). Many also have questions as to whether it is appropriate to

get the vaccine. Active vaccines can be dangerous for immunocompromised individuals as the active virus

present in the vaccine runs the risk of causing illness. It is my role to educate them that the COVID-19

vaccines are not live. Pfizer and Moderna utilize a new method that relies on teaching cells to make a

protein or a piece of protein that triggers an immune response instead. I reassure them that as the vaccine is

not live, it is a component that triggers the body to create a memory for that specific virus and then creates

antibodies. Another major project outline I have taken part in is acquiring patient authorization for medical

records release (HIPAA compliant). I am responsible for providing consults with new patient packets that

include a template form that authorizes our health care providers to release private medical records to

parties that patients specify. It is further my responsibility to make sure these forms are filled out correctly

including correct date of birth, patient’s address, all supporting documents to be attached, and whether the

release form requires a power of attorney. Federal law requires records custodians to ensure the patient

consents to his or her protected health information being turned over to a third party. If a carrier fails to

obtain a properly executed medical release form, a records request is almost certain to be denied. As one

can perceive, it is thus important to make sure these authorization forms are filled out adequately.

Furthermore, I have completed 3/5 departmental areas I am to rotate through. I have so far rotated through

both the check-in and check-out desks and the phone triage room. Before the internship ends, my next steps

would be to rotate through the authorizations room where I will help with copay assistance for expensive

chemotherapy drugs. If needed due to lack of available staff members, I may also be rotated through the

billing department.

A barrier that I have encountered is the need for improved knowledge of Vietnamese medical

terminology. It is often hard to communicate with patients thoroughly when educating them on the

COVID-19 vaccine due to the lack of the health-related words I am confident with. To better help this

issue, I have begun taking 30 minutes to 1 hour daily to memorize and learn frequently used words I may

need.

A skill that I have developed during my internship is attention to detail. Attention to detail refers

to a person’s behavioral propensity towards thoroughness, accuracy, and consistency when accomplishing

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Department of Health Care Administration

tasks. As a competency, attention to detail is a very common performance criterion for highly processual

work or roles with a significant qualitative focus. Because my internship is in a health field, the profession

requires great attention to detail to, for instance, avoid missing critical signs indicating the illness and

development of new symptoms. I have also developed analytical and research skills in my internship at

Compassionate Cancer Care. Analytical and research skills are a demand in my setting due to the

environment being very fast-paced. Analytical skills are important to have here because they allow me to

find solutions to common problems and make informed decisions about which action to take next. An

instance of this is at times, a patient may be mistakenly scheduled for a new treatment cycle prior to seeing

a physician for a follow-up appointment. My clinic’s protocol requires a patient to be seen for a follow-up

appointment with their physician before completing a new cycle of treatment. My analytical skills have

allowed me to discern when these mistakes in the system have happened and solve the issue by calling and

informing the patient that they must come in on a certain time and date prior to their chemotherapy in order

to stay on track. Furthermore, my leadership skills have improved through the opportunity to train new

employees in designated departmental areas. An important factor of leadership skills is to educate those

following in their footsteps. My public speaking skills have yet to be worked upon drastically; however, I

am certain that as the internship progresses, I will have the occasion to do so.

I am participating in office and group meetings along with my preceptor as we are due for one

every month or so. It has become apparent to me that these meetings are a parcel of the organization. It is a

way for the employees to gather, exchange ideas, share feedback, and learn from each other. These

meetings build stronger relationships with the free-flowing exchange of ideas. It also establishes alignment

– what goals need to be met during the month (i.e. from January to the beginning of March, we were

focused on collecting new insurance cards and verifying eligibility). The meetings that take place at my

internship site are effective as they are productive, inclusive, and collaborative.

Literature research that I conducted related to my internship project is learning more about the

COVID-19 vaccine. The vaccine brought a sense of hope; however, it also brought many questions about

the safety of it and who should get the vaccine. Many individuals had concerns about whether the COVID-

19 vaccine would give them the virus itself. Through probing on the issue, I learned that there is no

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Department of Health Care Administration

possible way to contract COVID from the vaccine. Because the vaccine does not contain the live virus or

even inactivated virus, it just teaches our immune system how to recognize and fight the virus. Symptoms

are normal and a sign that the body is building protection against the virus. A second question I got

frequently was whether the vaccine is safe for it was developed so quickly. I quickly realized that while the

vaccines were created in less than a year, the technology that made them possible has been in development

for years. The achievement had been made possible because scientists leveraged what they learned from

past outbreaks of similar studies and the production of the vaccine was pursued simultaneously within

clinical trials, rather than waiting for their completion. A third question that I received is whether one

should still take precautions such as masking, social distancing, and hand hygiene after they have acquired

both doses of the vaccine. Though I did not need to research this to formulate my answer, I decided to

anyway. The obvious answer is yes. These precautions remain important as we continue to battle the

pandemic. Getting the vaccine does not mean we should go back to life as before. Throughout my

exploration about the COVID-19 pandemic, it became clear that even though there was plenty of downfalls

that came with it, an upside is that it taught us the value to slow down and reflect. It reminds us that

everything in our lives can change in a moment and that our health is golden – that we should not take it for

granted. Health is something we easily take for granted until it is at risk. The possibility of our health taking

a downturn has made many of us pay more attention to our nutrition, intake, and cleanliness.

Word Count = 1,291

c. Additional skills development:

You were asked earlier in the internship to determine an initial career focus and job objective. This can be
changed over time. You were also asked to look at some job announcements with the job title you are
seeking upon graduation, and identify key words and skills required of candidates for this job. You were
then asked to assess the skills identified and determine if you can prove you have performed those skills
well. If not, now is the time to try developing those skills and have proof you can perform them well.
When you prepare your MPR you should provide an update in the progress report of the progress you are
making on at least 5 different, very specific skills that are relevant to the job requirements for the type job
you are seeking. Listed below is a table to help you gather this information.

Front Desk Receptionist/ Health Information

(1) Job title objective upon graduation: Specialist
(2) Key words, specific skills required:

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a. Professional phone etiquette (Communication Skills)

b. Familiarity with Microsoft Suite (Technical skills)
c. Multi-tasking and prioritizing (Time management skills)
d. Dependability (Professionalism)
e. Teachable and Innovative (Adaptability)
f. Organizational skills

Relevant Skills Assessment Matrix and Action Plan

Skills and Candid self-
Actions being taken to develop
# expertise needed assessment of Proof of skill and expertise
skills; timetable to accomplish
per job description status
 Warm and professional
greetings
 Identify myself
 Voice is clear and
articulate
 Utilizing “please” when
appropriate
 Saying “May I” or
“Could you” instead of
“Can I”
Actions being taken to develop skills:
 Thank the patient for
Professional phone being on hold
etiquette  Seek Permission  Training in the phone
1 (Communication
5/5
 Specify the Duration
triage department.
skills)  Explain the reason
Timetable to accomplish: Present –
 Wait for the patient’s
May 2021
response
 Get back to the patient
in the committed time
frame
 Ask if further assistance
can be provided
 When closing call: End
on a positive note – e.g.
have a nice day!

 Managing appointments
 Updating patient
demographics Actions being taken to develop skills:
Familiarity with  Track costs and  Daily practice with Aria
2 Microsoft Suite 4/5 expenses and Centricity
(Technical Skills)  Telemedicine/telehealth Timetable to accomplish: Present-
visits May 2021
 Evaluate, locate, and
retrieve information
3 Multi-tasking and 5/5  Sense of urgency
prioritizing (time  Organization à
management skills) maintains a clear

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picture of what needs to

be completed and when
Actions:
 Prioritization à
 Eliminating unnecessary
Complete time sensitive
tasks
tasks first
 Combining or consolidating
 Goal setting
tasks
 Delegation à Only
 Avoiding unnecessary
completing work that
interruptions
will help the
Timetable to accomplish: Present
organization accomplish
-May 2021
goals
 Being on time Actions being taken:
 Being prepared with  When making
information and commitments, fulfilling
materials them positively
 Respect and meet  Being punctual
Dependability deadlines  Being responsive in nature
4 (Professionalism)
5/5
 Takes initiative  Being consistent in work
 Detail oriented products
 Offers to help peers  Being accountable
leading way for  Following up
productivity Timetable to accomplish:
Present-May 2021
 Embracing change with Actions being taken:
optimism and problem  Following COVID-19
Teachable and solving mentality to protocols as the rates
5 Innovative 3/5 create an ideal outcome increase and decrease
(Adaptability)  Openness  Updating facility guidelines
 Observation Timetable to accomplish:
 Critical thinking Present-May 2021

Note: About 75% of the MPR grade will be based on this skills development paragraph/
matrix and the progress made from the goals stated in the Learning Agreement. Your
skills assessment matrix should include at a minimum all the critical skills as listed in
section 3.c. (2) a-f above.

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d. Surprises:
Describe any surprises or unique processes you have observed that you feel have greatly enhanced your
understanding of the administrative aspects of health care delivery process. This can cover the entire work day
from how people greet each other or do not greet one another in the morning, to how patient complaints are
handled for inpatients. What processes and activities appear to work extremely efficiently resulting in high
quality clinical care and customer service? What activities seem to be just the opposite of what is more
appropriate and what are some opportunities for improvement? Discuss other hour- by--hour observations of
interest. Again, depth of reflection and critical analysis and meaningful discussion is expected here.
Health care managers are practitioners in charge of the management of healthcare facilities. Their work is

multifaceted. Administrators typically have a range of different roles, such as organizing medical and health

services, overseeing personnel, implementing processes and structures in the workplace, maintaining

compliance with health policy and legislation, managing overall financial effectiveness, and designing

educational programs. Health managers seldom deal directly with patients but are responsible for creating and

managing healthcare services that address the health of the population they represent. While that is said, it is

important to mention a specific process that I have encountered during my internship. Beyond the activities

listed above, my preceptor is taking the extra step of working directly with our patients. I feel that this helps to

facilitate a closer connection between the face of our company and the people we represent. Patients feel like

they can trust us better and be fully transparent, contributing to greater patient satisfaction.

In my HCA 353 course (Marketing Health Service Organizations), I learned that better influencing the

hospital atmosphere will help to accomplish a specific function. It is crucial to understand whether the people

and physical environment communicate professionalism and orderliness. In terms of people, the core tenet of

the people component of customer satisfaction necessitates a hospitality mindset in which employees are

primarily concerned with the consumer's comfort and needs. At my internship location, we are keen to make

sure patients are comfortable, for example, asking if they need anything when we know they've been waiting

longer than normal to be accommodated. The location or physical environment of a hospital in another part of

patient satisfaction. It should be noted that the healthcare facility has adequate noise level ventilation,

cleanliness, and the condition of the furniture. These small items can complete a patient's complex view of the

hospital and/or health care facility. My internship site keeps a clean physical atmosphere by wiping down all

surfaces and keeping the waiting room tidy throughout the day. Providing a welcoming environment for patients

to recover is critical to ensuring that they leave the hospital with a positive outlook.

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Department of Health Care Administration

Patient issues are dealt with at my healthcare facility by listening to them, recognizing their thoughts,

describing them, acting, and concluding them. As simple as it sounds, listening is the first and most critical

phase in coping with an upset patient. Most of the time, these people just want to vent their frustrations to

someone willing to listen. Empathy is crucial when it comes to treating patient problems effectively. It is

necessary to bear in mind that the patient does not feel well, or that they may have just received bad news. We

demonstrate that we care and that their feelings are valid. We then ask questions so that we can get as much

information as possible. This aids in determining how to resolve the complaint and avoid any potential

problems in the future. After that, we assure the patient that the complaint is being taken seriously and go on to

suggest solutions. We inform the patient that we will follow up with them after the grievance has been

thoroughly investigated, offering a time frame to when the patient can expect communication from a higher-up

regarding the issue. Lastly, we conclude by thanking them for taking the time to speak with us and bringing the

matter to our attention. This process seems to work immensely effectively as when the patients' issues are

resolved, they prove to become much more collaborative with us. Room for improvement here could be the

length of time in which the complaints are documented. The quicker the complaint is documented, the quicker

the facility can find a solution for the patient.

Word Count = 615

Total Word Count = 2,292

Preceptor Verification

Preceptor’s comments:

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Hours worked in the period of MM/DD/YY to MM/DD/YY: 01/01/2021 to 03/01/2021

Total hours accumulated to date:

Preceptor’s signature: Date:

The grading of each assignment will be dependent on the depth of reflection and meaningful discussion
provided. This will also include following instructions and directions, clarity in the presentation of ideas,
grammar, spelling, syntax.

Point Assignment & Assessment:

 No Credit– minimum narrative, no preceptor signature or no report is
turned in.
 No Credit - a few notations are made of general duties assigned such as
“worked at reception desk”, or “am learning a lot”. Containing less than 50
meaningful words.
 Partial Credit - A general range of assigned duties are discussed. There is
some discussion about what is being learned in the department and
committee meetings attended. Reports 2 and 3 contain more and new
narrative, with discussion of processes and issues not covered in previous
progress reports. There is some depth of reflection on how important
some of the processes and approaches that are being used in delivering
safe and effective care. The discussion shows thought and analysis of what
has been observed.
 Full Credit - This includes a great deal of reflection and thought on what is
being learned, why it is important, how you will embrace or reject the
processes you have observed in your own future employment situation.
Learning objectives are discussed. There is some explanation of how
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sensitive or critical decisions are being made, what standards are being
used and practiced to ensure adherence to high ethical standards, honesty,
loyalty to the corporation and to your supervisors, protection of the
patient, productivity, promotion of teamwork, bi-directional
communication, etc. Some discussion of independent literature research,
participation in ad hoc committees, work group report writing, all will
demonstrate excellent performance at your internship site.

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