Members Only | 01.01.19
Taking the Leap: Transitioning to MSP Leadership
By Monica Martin, MA, CPCS
My personal journey from credentialing specialist to director was not a straight ladder to success. In fact, it was more of a winding road, with detours, pit stops, and road blocks. However, when the opportunity presented itself, I still chose to take the leap. I'd like to share some insights and lessons learned along the way.
In 2016, I was at a career crossroads. I had worked in medical staff services for approximately 18 years and had held several positions within the industry from meeting coordinator to manager. However, at the time, I had taken a position as a credentialing specialist for a centralized verification organization because a prior assignment as a manager did not work out. In fact, I left that job feeling doubtful of my abilities as a leader and decision maker. I even remember telling my immediate supervisor that I did not think management was for me.
As a credentialing specialist, I was leading a team of 10 people. Duties included coaching staff, developing processes, and working with a multidisciplinary team to implement a credentialing upgrade. I felt that I was in a supervisory role without the title and pay. When manager or director positions were available, I did not try because I had convinced myself that I was not qualified due to what I perceived as failures in my previous leadership positions. I was participating in a self‑imposed pity party.
However, one day I came across a recruitment email for a director’s position. After reading the qualifications, I asked, “Why not me?” and responded that I was interested. My subsequent response led to one interview after another, essentially resulting in a promotion to director. In retrospect, I realized that although I had convinced myself that I was not qualified for leadership, my life experiences had indicated otherwise. Not only was I leading a team at work but I was also a leader in my state and local professional societies, for Girl Scout troops, and in my church. My friends, colleagues, and others saw that I had the leadership potential and even encouraged me to do better, but I was my own worst enemy. I could no longer allow self‑doubt to reign over me. Still, I recognized that I needed help moving to the next level.
Discovering Areas for Growth
A key part of the leadership journey is recognizing areas for development. Begin by taking a career personality test to identify your strengths and recognize areas for growth. Work with a mentor or career coach to develop success strategies. Seek out and cultivate relationships with people in leadership positions both within and outside of your current field, as this can give you different perspectives.
In addition, you may have to enlist a recruiter to assist with your job search, especially if you are looking to advance. I was fortunate to have a recruiter who provided coaching, interview tips, feedback, and encouragement when needed. We participated in a mock interview prior to my interview with the senior leaders of the company. He was instrumental in negotiating a salary and benefits package that made the transition worthwhile.
Understand that there are risks in advancement. For me, early on in the interview process, I learned that the position was located in Jackson, Mississippi and would require a move from my home in Houston. I had to consider the potential ramifications of this position. Although it was a great career opportunity, I would not only have to leave my job, but also my friends and family, including my husband (just temporarily) and my only child who had just started college. Upon consideration and discussion with my family, we made the joint decision that the opportunity was worth the risk.
Tips for the Recruiting Process
Remember, preparation starts before you get the interview and encompasses every aspect of your career and personal experiences — good, bad, and ugly. Keep a journal. Identify your likes, dislikes, and lessons learned. Try not to personalize or internalize past mistakes. Every experience is an opportunity for development. Accept responsibility and keep moving. Once you get the interview, research. In my case, I had to research the company, state, and city. Although this job provided me with an advancement opportunity, I had to make sure that the move would benefit me personally and financially. Spend time learning about the company and its mission and values. Create your own set of interview questions based on your research, and do not be afraid to ask tough questions. You are not interviewing to be solely an employee; you are seeking to be a leader within the company, and they are investing in you. Before you invest your time and resources, make sure the company’s values align with yours.
Watch your social media activity. Nothing is private, and some companies are looking at social media during the recruitment process. Companies want to hire people and leaders who will uphold their image, as the public sees you as an extension of your employer. We have all seen people losing their jobs and viral instances of being personally threatened and harassed over a negative encounter or a post that is perceived as offensive. Do not jeopardize any opportunity over a meme or an internet argument with a complete stranger.
Keep in mind that you may do the work and ace the interview but still not get the job. Use each interview as a learning experience; take notes, and solicit feedback. It can be difficult to hear about your areas for development, but it is imperative to the growth process. Understand that ""no"" may mean ""not now"" or that the position is not the right fit. You may experience disappointment, but do not let that derail your progress.
Success in a New Position
After accepting the position, the real work begins. With credentialing, a key to your success is reading and knowing the bylaws, rules, regulations, and policies. Get to know your team and key players. Join both the local and state professional societies. Also, if you are moving to a new state, know its specific rules and regulations, as each state has different governing rules.
Micromanage. Although most of us do not want a supervisor constantly looking over our shoulders, micromanaging is imperative when you start a leadership position. It allows you to understand the team dynamics of your department, assignment of duties, your team’s strengths and areas for development, and areas where you can implement changes. Be willing to listen and welcome feedback; however, establish your expectations and boundaries with your team and other departments.
Recognize that you are not perfect and embrace opportunities for growth. Take leadership courses, and continue to work with your mentor or career coach. Do not forget to practice self‑care, as stress is inevitable. Exercise daily, get massages, have a standing appointment with your nail tech or hairstylist. Take your vacations. You cannot grow if you are constantly stressed and under pressure.
After I accepted this new position and moved to Jackson, I found that it was a great fit for me, and I did not regret making this move. Everything was going great, until something completely unexpected occurred...
Handling the Unexpected
About two weeks after I had moved into my new apartment, it rained non‑stop for about six hours straight. At 1 a.m., I woke to flashlights and people yelling, “Move your cars — the apartment complex is flooding!” I dressed quickly, grabbed my keys, jumped in my car, and moved it to higher ground. Once I parked my car, I found the water was waist deep, and I was unable to get to back to my apartment. I was stuck on a stairwell, by myself, with nowhere to go. No phone or wallet. In the morning, after the water subsided, I found that a great deal of my personal belongings had been destroyed. I was devastated and at one point questioned my move. I did not leave, but I learned several lessons in the aftermath of the flood:
- Be prepared for the unexpected. This past year, I experienced the flood and the sudden death of a close friend within the same week, two less‑than‑stellar Joint Commission surveys, employee turnover, a merger, and conversions to a new electronic medical record and new credentialing software.
- Delegate responsibility and use the skillsets of others. During this time, one of my team members quietly took control and made some decisions for me, ensuring that I ate and had moving and cleaning supplies.
- Understand that help can come from unexpected places. During the aftermath, one of my co‑workers enlisted volunteers to assist me with moving. When I offered to pay them, they only asked that I participate in Step 4.
- Pay it forward. This is not limited to monetary donations. Share your experiences. Train and mentor others. It can be surprising how many people will seek your guidance and value your insight.
- Finally, as a leader, you will be tested and challenged. At times, you will face circumstances when you are truly alone. Draw from your previous experiences and use the lessons learned to overcome any future challenges. Do not let the unexpected deter you from your path. Keep moving forward on your journey.
My leadership journey did not happen overnight. I experienced successes and challenges. This journey also required me to take personal and professional risks. However, I do not regret taking this path. If you have the desire to advance, I encourage you to begin the process. You never know where the journey will take you, but you will never know if you do not take the risk.
This feature appeared in the January/February 2019 issue of Synergy.
Monica Martin, MA, CPCS, has 21 years of experience in the medical services specialist industry. She is currently the director of medical staff services at Mississippi Baptist Medical Center in Jackson, Mississippi. She has served as the president of the Greater Houston Society of Medical Services Specialists and director-at-large for Texas Society of Medical Services Specialists.