My Experience... (2)

For those of you that read the first part of these series a lot has happened over the last couple of weeks.. Remember the lady that wanted me to help her with billing? She now wants me to help with restructuring her business! I know some of you will be wondering why she did so, after all I am only an amateur in the home health industry. Let me divert a little bit. A good education background most especially an MBA from a reputable educational institution does one thing to an individual, it opens up his/her mind to possibilities! It enables you to identify, analyze, and proffer solutions to problems from a unique point of view. I identify a problem and I think to myself: How..., Impact..., Next Steps.... In my everyday life, I have learnt not to focus on issues I cannot change but instead look for methods to manage or solve those problems.

When I took up the assignment to work for this client, I only had an idea of what her problem was. The first week was a disaster, all the claims I processed were rejected by the HMO. That did not deter me, instead I called my colleagues in the industry to ask questions. My client concluded I was not the "professional" she thought I was and was a bit agitated. I was honest with her, I told her I had not processed claims for the HMO in question for over 2 years and a lot had changed since then. She said she admired my honesty. A week later all the claims were processed and paid according to contract. She offered me the opportunity of helping her restructure her business from the bottom up. This opportunity I embraced with all my heart. Her reason was she admired my sincerity and my ability to deliver on my promise, which was that i would get the job done no matter what it takes.

I said in my last post that success is defined as a situation where preparation meets opportunity. This is an opportunity I have prepared myself for over the years. I take up responsibilities at work that are totally outside my job description. I work with the mindset of a business leader, wanting to acquire as many skills and tools that would enable me succeed in this industry.

Lessons learnt:

• If you are not a professional or well known in the industry, give your client the impression that you both need each other, it's a win win situation. She too wants to be part of your success story

• When you make a mistake, take responsibility and do not try to cover it up. One thing you do not want is a client not trusting you

• Be humble. Even if you know it all, give your client some credit for what she knows. After all she must know something to be able to start a profitable business

• Take time to analyze the situation and do not jump into conclusions. Discuss with colleagues your challenges, you will surprised that the solution will come from the least likely person

• Never discuss money until you have established the fact that you know the problems and have identified a clear solution. Some clients might take advantage of you in this instance but it's ok if they do, you have learnt something

I never work with people who lack integrity. Once I see there is foul play in the business operations, I walk away. You do too. Don't be penny wise pound foolish!

I am meeting with my client sometime before the end of the week and would let you know how things go. I hope I get some advice from some of you on how to proceed.