Category: Work Stuff

Work Stuff

All It Takes is Two Little Words …

Karen

I’ve never understood why people bitch and moan about getting along with each other … getting along with people is really very easy – it really only boils down to two little words.

Two little words will defuse nearly every tense situation. Two little words are enough to puncture a hole in a person’s bad attitude. Two little words will make a person drop their defensive body language and deflate before your very eyes.

Two little words – that’s all it takes.

I’m sorry.

But the trick is, you have to mean it. Because if you say it wrong, people will pick up on that and they will get even more annoyed/angry/irritated and they will perceive you as a condescending, sarcastic prick.

And that doesn’t help any situation.

Trust me.

Almost every single sentence that comes out of my mouth at work is, “I’m sorry.” And I am TRULY sorry.

–Because I couldn’t get back to them fast enough
–Because they are in pain and I’m powerless to help them
–Because they are scared/concerned about a recent test or what the doctor might find on a test
–Because they’re frustrated with the whole test after test after test and very little answers process.
–Because these tests are necessary in order for the doctor to find out what is wrong and/or eliminate possibilities
–Because people are tired of not being told what is wrong with them.
–Because our doctors are only human and even after all of these tests, they still can’t find anything wrong and patients are desperate for an answer – any answer, that will magically make everything better.

I hear the pain in their voice. I see the fatigue in their eyes. I sense their desperation. And I’m sorry – I’m truly sorry I can’t help them. I wish I could wave a magic wand and help everyone that comes through our doors, but I can’t. All I can do is say with as much sincerity as I can muster, “I’m sorry.”

For even though people WANT to be helped, they also WANT a little empathy. They WANT people to listen to their story and show a little compassion. Some people are STARVED for that little nugget of compassion.

They just WANT to be heard.

And I’m willing to listen to them. Whenever I encounter a “difficult” patient, I simply listen to them. I allow them the time to get whatever is frustrating them off their chest. Sometimes, I wish they wouldn’t share quite SO much of their story with me, but I don’t mind because I can sense they need to talk to someone.

And I’m an easy target.

Am I always in a listening frame of mind? No. Do I wish they would just leave my window so I can get back to work? Absolutely. But then I stop and think, “What if that was someone I loved sitting there? What if that was me? How would I feel if yet another person flicked me from their shoulder like an annoying fly?”

Exactly.

People just want to be HEARD before they want to be HELPED.

So. I say “I’m sorry.”

A lot.

Because I am.

Work Stuff

My Home Away From Home

Karen

“Hi. Do you need to schedule for something?”

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That’s what I usually ask patients when they approach my desk (above).

I’m one of the last people patients see when they check out of the clinic. (Well. They have to see the cashier, but I’m more fun. ha!) My job is to set patients up for further testing: MRI’s, CT’s, Xrays, Injections, Physical Therapy, referrals to other specialists. I’m also responsible to make sure that the insurance companies will PAY for these tests. I’m learning which insurance companies will likely approve these procedures and which will likely give me trouble.

I don’t care dealing with the trouble companies. But I do it because A. it’s my job and B. because I have an honest desire to take care of these patients. Because they can’t move forward on their problem until they have these tests so the doctors can tell what is going on inside them.

It’s terribly interesting and completely challenging. It’s also mentally exhausting. Because each patient is different and has unique problems, no two procedures are ever really the same.

I’m on the phone WAY more than I want to be. You all know how I feel about talking on the phone – I HATE IT. So isn’t it ironic that I now have a job where I’m pretty much on the phone eight hours out of each day? I’m calling patients, I’m setting up appointments, I’m calling insurance companies … the list goes on and on. In fact, I’m on the phone SO MUCH, that I wear headphones so I can keep my hands free to type and/or write at the same time.

This is a picture of the back of my desk:

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I have post-it’s everywhere. I go through an alarming number of post-it notes. At first, I wrote myself notes on how to do things, but now that I’ve been working there nearly three months (!?!), I’m starting to get the hang of my job and I no longer have to write myself notes. Now, I use post-its mainly to make notes on specific patients that I need to contact and/or take care of.

I take great pride in my job. The doctors I work for are MY doctors. In fact, I get a little jealous whenever any of the other girls take care of patients for MY doctors. I’m learning their techniques, their preferences, and their habits. I feel protective of the patients they see and I go out of my way to make sure they are taken care of. I honestly care about our patients. I honestly feel for these patients. Because if they have gotten to the point that they are seeing MY doctors? They are in some SERIOUS pain. It warms my heart whenever patients come back after surgeries and praise MY doctors. I’m proud of them for doing such a great job and I’m thankful for their talents.

Doctors/nurses, heck, health care professionals, are truly wonderful people. Think how MUCH they help people!!

Sure. They make good money. They SHOULD make good money! They work hard to fine tune their talents to do what very few humans can do – they FIX our bodies. They are caring, patient individuals who see it all. They deserve our respect. They deserve to be compensated for their hard work.

Our doctors never take lunches. They grab bites to eat in between patients. Our doctors attend out-of-town clinics in order to reach those people who would have a difficult time getting into town. Our doctors take Medicaid patients, even though they don’t get paid to see them. They have huge hearts.

So. It makes me really angry whenever people start treating health care professionals as if they exist to SERVE them. They exist to HELP them. They exist to FIX problems whenever they arise. They DO NOT exist to fix bad personal choices. They DO NOT exist to be anyone’s slave, or scape goat. People take our health care professionals for granted. So much so that they now insist that these people not get paid for what they sacrifice – YEARS AND TIME – from their lives in order to educate themselves on how to help people.

Is our health care costs out of control? Absolutely. It needs reform. Insurance companies need reform. But if we take too much away, then we will be left with nothing at all.

We must find a healthy balance. Because in the end, these health care professionals? Need to feed their families and pay their bills, too. They don’t HAVE to help anyone, if they choose not to. But they do. And I, for one, am damn grateful that they do.

Sorry. I sort of got off on a tangent there. But I get so sick of people vilifying our health care system. There is NO DOUBT ABOUT IT – our health care system needs help. It DOES NOT need to be destroyed.

For then, where would we be?

I shudder to think.


(Click the blue arrow to play)
(Michael Buble “White Christmas”)

AudioPlay, Work Stuff

Things I Learned Today

Karen

I must, must, MUST, get my caffeine intake under control.

See. I worked the Harrison clinic (more on that in a minute), and I just figured they would have coffee that I could steal, ER, buy, (I’m not totally cheap), at some point during the day.

I learned, on the way down to Harrison today, that the clinic did not have coffee anywhere close to where we would be setting up. So, the girls I rode down there with today stopped at a really awesome bakery/cafe (“The Mills” if you’re down that way), and HO BOY, did they have muffins to DIE for?!? I also bought some coffee, which YAY.

Only. I left it in the van and we were too busy for me to run out and get it and plus, I was too embarrassed to ask the gal for the keys so I could get it. As a result? I didn’t have my coffee intake for today.

See where I’m going with this?

Yep. I had one KILLER migraine on the way home from Harrison. And I wasn’t driving, so add car sickness to that and I was literally swallowing back bile. Luckily, I’m not the only person who gets car sick, so they already had a large measuring container in the car in case anyone needed to lose their lunch. LUCKILY, I had some Excedrin Migraine on me and I took it (actually, I will NEVER be without it again, quite frankly) and though I wanted to throw up in the car, it kicked in before we arrived back to Springfield and I was pain free the rest of the day.

Though I did have a massive nosebleed later in the evening, which I attribute to taking too many Excedrin Migraines, which has aspirin, which thins my already thin blood but … I’m only speculating at this point … I’m not a doctor…

I only WORK with doctors. HA!

So on future out-of-town clinic days? I’m going to brew myself some coffee and drink that stuff first thing so I (hopefully) won’t develop a headache later on.

Of course, some of my headache could be stress related … I don’t know …

Anyhoo…

The drive down there was not bad at all. I was thinking we were going to be stuck on some curvy roads, and we would have been, but they had extended the highway, so save for the hills, it wasn’t that bad of a drive. The clinic is pretty small and my job is to check patients in, and out, and show them to their exam rooms … sometimes all at the same time. It’s busy and crazy, but honestly, I’m sort of getting used to this crazy, busy pace now so it wasn’t AS big of a deal as it’s been in the past.

We had Arby’s for lunch, but didn’t have time to actually TAKE lunch, so we stole bites of food in between patients.

I actually dressed up in business casual clothes today, which was awesome, but I made the mistake of wearing heels and … NEVER AGAIN. There’s just too much going on for me to wear heels. I’m unloading laptops, setting up laptops, up and down with patients and it’s just too much in heels. Plus, I’m like the Jolly Green Giant compared to the gals I rode down with today. One of the gals is only 4′ 11″ and with me wearing heels? I’m like a whole foot and a half taller than her!!

I do NOT like that feeling at all. I already feel like an Amazon woman anyway, so wearing heels just makes it ten times worse.

So. Note to self: buy flats. Like these beauties for instance.

We only had 14 patients, but it felt like less – because the day went by so fast, I guess. I honestly have no time to think of anything but what I’m supposed to do so I have zero time to even THINK about what time it is, let alone SEE what time it is.

I love that, actually.

We took the company van down there. I think next time, I’m going to offer to drive because then I won’t have to worry about getting car sick, I’ll only have to worry about not crashing and killing everyone.

HA!

Sorry. That’s not really funny, actually.

We got back into town about 3:15. The other gals left early, but I stuck around until 5:00. Actually. I was there a little AFTER 5:00 and I think my boss was getting a little impatient with me. I mean, I had been at the clinic since 7:30 that morning and here I was, still working away. I wasn’t trying to brown nose, I just had a number of important flags from the nurses that needed to be addressed and I didn’t want the situations to snowball and bury me come Monday morning.

I’m thinking ahead, you see. Or at the very least, trying to keep my head above water.

I learned a lot of things today, and not just work related. I learned that I need to eat something, regardless of whether I feel hungry or have time AND I need to drink some coffee so I don’t have a withdrawal headache later.

I know what you’re thinking, “But Karen, why don’t you just stop drinking coffee?”

To which I say, “HAHAHA… are you HIGH?!?”

*sigh* That would be the LOGICAL answer, of course. But I need the caffeine to retain what little mental focus that I have; giving it up would seriously hamper my job performance.

And I can’t allow myself to run on anything less than 110%.

I work with SMART people, remember??


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(Glee “Deck the Rooftop”)

AudioPlay, Work Stuff

Oh Goody. Another Challenge

Karen

IT’S FRIDAY, LET’S PAR-TAY!!


(Click the blue arrow to play)

So I’m trusting you can chair dance and read at the same time .. if not, then I can wait until you get your groove on to continue.

Ready? Let’s all chair dance together.

*busts a pretty cool move .. for a chair dancer*

I love Fridays, and not just for the obvious reason – THE WEEKEND. I love Fridays because they’re quiet at work and I get so much work done it’s not even funny.

In fact, I answered all but two voicemails (a new record, thank you very much), did three pre-certs, (which only puts me one day ahead, but whatever!), and caught up on some referrals that I figured out, too late, I did wrong and will have to clean up on Monday.

BUT STILL!

I finished the day feeling like I actually accomplished something and let me tell ya, it was a nice feeling.

It was an up-and-down week. I made a MAJOR goof on an order and it will likely result in the company eating a few hundred dollars so that someone can get paid. (Sorry. But that’s about as specific as I can get). I felt so bad!! But it was a freak thing and thankfully doesn’t happen very often so HOPEFULLY I’ll remember how to handle it the next go-around.

(And let the record show that I’m now sort of a joke at work. Because any odd or weird situation that comes up nearly always lands in MY lap. Oh well. I’m learning from each situation so I guess that’s the one bright spot).

And then, on Tuesday, I was working away when my boss comes up behind me and says,

“Karen? Do you have a few minutes?”

Well of course I said, “yes!” Because it’s my boss and I’m not stupid. Duh.

I follow her back into her office where she proceeds to shut the door.

And the office manager was in there, too.

*GULP*

I gave a nervous laugh. “What did I do this time?”

Because honestly. I’m new. I make mistakes. Plus, I figured if I owned up to whatever was wrong at the git-go, maybe I could soften the blow, you know?

I must have looked petrified because my boss laughed and reassured me that it wasn’t bad.

I’m thinking, “define bad,” but of course, I didn’t say that out loud.

I relaxed, but not much.

The gist of the meeting was to ask me this: Would I be interested in traveling to outlying clinics to help out?

Which seems like a weird question. But shortly after I started working there, I mentioned something about how it might be fun to work at the outlying clinics once in a while.

I said it mostly to show that I was team player. I never DREAMED they would take me up on it.

They took me up on it.

Be careful what you say when you’re a new employee, my friends. Just a little tip, there.

At any rate, I said it and I wasn’t going to back out now. Here’s the deal: once a month, our doctors work at clinics in surrounding towns to help the folks that live a distance away and can’t make it into town.

I know, right? How cool are our doctors?!?

A few of them go to Branson. A few more go to Harrison, Arkansas. One goes to Mountain Home and one goes to Rolla. The Branson and Harrison clinics are actually the closest to Springfield, so if I help with those clinics, I will likely drive myself. (And get mileage, of course). If I go to the other clinics, I would likely ride along in a car pool which *SQUEAL*, SMALL TALK, PEOPLE! With the doctors and nurses!!

I’m intimidated already.

But I’m getting ahead of myself. They want me to go to the Branson clinic coming up on November 16th to “get my feet wet.” So, I will get up at the crack of dawn and drive down to Branson so I can learn the ropes of working an outlying clinic. It’ll be cool, I think. I’ll get to do a little of everything. I’ll check patients in, take them to their examination rooms, and of course, schedule/check them out.

I’m nervous as hell, but excited, too. I’ll get to work with one of the two doctors I schedule for and this will give me an opportunity to get to know him and to learn his “style.” I also figure, this will make me a little more “valuable” within the company and hopefully build a little more job security, you know? Plus, this will give the people who always work the clinics one more person to rotate with.

I’m also terribly flattered that they asked me to do this so soon after starting. They must think I’m doing an okay job for them to ask me to do something like this. My boss did say that I was “a little sponge” when it came to my work, so I’m taking that as a good sign.

So. That was the big highlight of my week. The doctors only work outlying clinics once a month, but there are several doctors who work those outlying clinics so I could potentially be doing a lot of traveling. Which I’m okay with, actually. It’ll break up the monotony of the every day and I’ll get to know the staff a lot better.

Have I mentioned that I am really enjoying my job?

Because I just don’t feel like I’ve said that enough.

*snort*

Day-By-Day, Work Stuff

Work, Cookie Cake, More Work

Karen

I nearly walked out of my job today.

It’s not because I don’t like it, I actually DO like it.

It’s not because of the people I work with – I LIKE the people I work with.

But the job itself is SO FREAKING FRUSTRATING!!!! I’m getting used to not knowing what I’m doing. I just sort of float along all day hoping that whatever I’m doing is good enough, or at the very least, won’t inconvenience a patient or land me in hot water with my boss.

I find myself taking care of patients twice. TWICE. Because I have no recollection of ever helping them to begin with, let alone following up on their specific needs.

It’s insane how out-of-control I feel in this job.

I can’t even tell you how much time I WASTE following up on patient’s I’ve already taken care of. I called a patient twice today because I didn’t remember taking care of him in the first place. I faxed something over twice and a gal came up to my desk today to ask me about a note I put in a patient’s chart and I DON’T EVEN REMEMBER WRITING THAT NOTE.

It’s spooky. I know it’s because I have a million things going through my head and I’m trying to cover all of my bases, but still, it’s a little disconcerting how out-of-control I feel in this job.

Wait. Did I just say that?

At any rate, I’m going in early and working late because I’m desperately trying to stay no more than one day behind.

And according to the girls I work with? That’s totally normal!!

They told me to just accept the fact that I will never be caught up in this job – all I can do is put out the fires that spark up unexpectedly (and they do, boy howdy they do), and to try to take care of the oldest pending work first and go from there.

It’s an insane pace and there are times I have to walk away and just BREATHE. But at the same time, it’s a rush and I’m quite enjoying myself. It also really helps that I genuinely like the people I’m working with.

I bought a Halloween cookie cake for the boys.

Halloween Cookie Cake

Because they’re too old to go trick-or-treating and sometimes you just gotta stuff your face with fattening chocolate chips and gooey icing.

You know?

Guess who ate most of it.

No. Not me.

But I ate a(n) (un)healthy portion of it.

Shut up.

I’m totally taking a picture of my desk one night after everyone has left for the day (because I’m often one of the last people to leave at night – no kidding) so ya’ll can see where I’m working.

I know you’re curious.

Don’t even deny it.

Jazz’s car has a huge oil leak. Kevin said he drove it to work the other day and when he took off for lunch, there was a HUGE oil puddle underneath. He felt so bad about it that he poured kitty litter on it.

Looks like him and Dude will be making a trip to the garage tomorrow to get it fixed.

And no. I have totally dropped the ball on teaching Jazz how to drive. Why? Two reasons:

1. Jazz has been busy with band and hasn’t had time.

2. I haven’t had time to even THINK about it, let alone take him out.

And now? Daylight savings happens next week so we’ll have to drive in the dark.

Fun.

A dress code reminder went out to everyone today. Apparently, there are certain people at work who are stepping out of the professional-looking sphere and have dropped somewhere in the too-casual sphere.

Not ME of course. Even if I wasn’t new, I would never show up to work wearing scrubs and crocs. Or crazy-looking shirts w/ scrub pants.

It just doesn’t look professional. And apparently, my company doesn’t think so either. Because instead of talking to the individuals who are no longer following the dress code, my company opts to send out a friendly “reminder” to everyone.

Don’t you just love office politics?

I came home to 20 emails yesterday and 12 emails today.

Yes. I’m still maintaining websites.

No. I don’t plan on giving that up any time soon.

Although a certain someone *cough*Kevin*cough* thinks I should.

But at least I don’t have to cook dinners anymore. Kevin has taken over that chore. He cooks. I clean up. And it’s a good thing. Because if my guys waited on me to cook them dinner after getting home from work, we’d be eating at 10:00 p.m.

No. I’m not kidding.

I will be 46 next Wednesday. (???!!!)

But I only feel about 26.

I look about 26, too.

Shut up.

Work Stuff

Self-Imposed Stress

Karen

http://twitter.com/#!/writefromkaren/status/124273464084410368

http://twitter.com/#!/writefromkaren/status/124273626034872320

Holy freaking cow – what a stressful day.

And I can’t even blame it on the job because it was me – ALL ME.

I ended up taking lunch at 3:00 this afternoon. I scarfed down a bowl of chili (it was chili day today) before heading back to my desk 20 minutes later.

I now have a stress headache and will likely have to take some Excedrin to stay ahead of the nausea.

But if you think the stress I experienced today has soured me on my new job, YOU’RE WRONG. I still love it. It’s exciting and insanely busy. Today was pretty stressful, but I learned a valuable lesson on what NOT to do next time.

I may be new, but I catch on fast.

(How’s THAT for vague?? HA!)

Work Stuff

Ouch and Ouch

Karen

Seriously. I looked up at the clock expecting it to say 10:00 a.m. and it was 2:00!

This day evaporated before my eyes.

I reported for my general health check-up this morning. Only, it wasn’t a check-up, it was to see where I was on my immunizations and I must have looked like a deer in headlights because she laughed and said, “I take it you have no idea.”

“None,” I said. “I haven’t had anything in about twenty years.”

“You’ve never worked in health care before?”

“Nope.”

“Did you have the flu shot?”

“Nope.”

She gives me a disapproving look. I’m getting used to these disapproving looks. Everyone makes you feel really guilty and stupid for opting out of the flu shot. I can’t help it. I don’t think they’re a good idea. No offense to those out there that believe in them, I don’t.

“You know if there’s an epidemic you’ll be suspended for …”

“Yes. Yes. I’m very aware of the consequences. Thanks.”

I wasn’t that abrupt, but seriously – I KNOW ALREADY. Sheesh.

Anyway. I ended up getting a Tetanus shot, which, okay, I’ll go along with that one. It’s been about 25 years since I’ve had one of those. But then she gave me a Hep B shot. And that was just shot number one. I have to go back in a month and get shot number two and then go back five months later and get shot number three – and then it’s supposed to last me for life.

Let’s hope.

I don’t really have a problem with shots, PER SE, I have a problem with the poisons they inject into your body. Now don’t go getting tense on me. I think immunizations are important – especially for children – I just don’t think getting a shot every year for a virus you may, or may not, contract because there are hundreds of different flu viruses, is a good idea.

Personally.

Again, relax. If you choose to get the flu shot, it’s your body, go for it. But for me? Or my family? No thank you. I’ll endure the disapproving frowns and deal with the suspension IF it happens.

At any rate, my arms feel heavy but I’m okay. The nurse did a really good job sticking me and I hardly felt a thing. I’ve been hopped up on Ibuprofen all day so hopefully I avoided any headache I might have gotten. She gave the Tetanus shot in my left arm because that’s the arm I use the most (I’m a leftie) and the more you use your arm, the faster you get over the effects.

We’ll see how I feel in the morning.

Tomorrow, we have a little over 100 patients. The same on Wednesday and then just a little under 100 patients on Thursday. Thankfully, we only have one doctor working Friday so I’ll be able to get some stuff done.

I held my own today, I think. I didn’t have to ask for help as many times as I have so I think I’m making progress. So far (*FREAKING KNOCK ON WOOD*) I haven’t had anyone call me up and say, “What the HELL? Why did you order this for this patient??” so I take that as a good sign.

Or maybe they don’t want to scare off the new girl because apparently? They have a hard time finding, and keeping, people for this job because it is a higher stress job. (For a clerical job, that is).

We’re having some sort of bake/craft sale right now. One of our own is needing to raise money for … something. (Honestly. I started to read the email about the event, but got sidetracked and have never made it back to that email). I’m looking forward to buying some sweet stuff and looking at crafts tomorrow at lunch.

If I can get away for lunch. I see why the other girls eat at their desks now.

It’s crazy but MAN, I’m having fun.

ADDED: UGH. Today, my arms are S..S..SORE. I can barely lift them. Looks like I’ll be popping Aleves today. Even though I understand vaccinations are really to protect you in the long run, the short run SUCKS. It’s gonna be a looooooong day.