Gretchen Case Study Summary
Gretchen joined HCSC on 11/21/16 in the Director, Clinical Operations role. In the role, Gretchen is responsible for oversight and delivery of numerous processes and strategies. As a Director, she plays a pivotal role in leading and directing her team to accomplish deliverables.
Unfortunately, Gretchen has struggled to meet performance expectations for the role, though she has received ongoing coaching and feedback from her Executive Director and the VP, Clinical Operations - Enterprise Markets. As a result, she received a 30-day performance improvement plan (PIP) on July 17, 2017. This plan was later extended another 30 days to give Gretchen every opportunity to demonstrate the required performance improvements.
Unfortunately, during this
60-day period, Gretchen hasn’t demonstrated the ability to drive for results, communicate in a way that supports collaboration and engagement or effectively manage the team. To assist Gretchen with visibility and engagement, she was given a directive to attend meetings in-person to network with key stakeholders and to touch basis with VP of Clinical Operations while in the office. Gretchen has failed to take advantage of these opportunities to engage with key stakeholders and to build trusting relationships. Gretchen was given a project to lead with a large hospital provider system to address concerns voiced by the provider. In the management of this project Gretchen’s failure to understand and manage change resulted in inappropriate denials and expired authorizations for this health system.
Significant Areas of Concern continue to be:
• Engaging with people - During meetings regarding the Retail line of business in which she is accountable for, Gretchen fails to engage or participate in discussions around areas of concern. She continues to require constant follow-up and prompting.
• Communication - Gretchen has failed to respond appropriately to key stakeholders i.e. Medical Directors and other key stakeholders outside of Enterprise Market Clinical Operations (EMCO). She has failed in building trusting relationships, demonstrating appropriate action on information received and sharing information in an appropriate manner outside and within the department.
• Driving for Outcome - Gretchen’s failure to engage and communicate effectively impacts her ability to align with stakeholders and drive outcomes.
As a result, the decision has been made to terminate her performance effective September 27, 2017.
Unfortunately, Gretchen has struggled to meet performance expectations for the role, though she has received ongoing coaching and feedback from her Executive Director and the VP, Clinical Operations - Enterprise Markets. As a result, she received a 30-day performance improvement plan (PIP) on July 17, 2017. This plan was later extended another 30 days to give Gretchen every opportunity to demonstrate the required performance improvements.
Unfortunately, during this
60-day period, Gretchen hasn’t demonstrated the ability to drive for results, communicate in a way that supports collaboration and engagement or effectively manage the team. To assist Gretchen with visibility and engagement, she was given a directive to attend meetings in-person to network with key stakeholders and to touch basis with VP of Clinical Operations while in the office. Gretchen has failed to take advantage of these opportunities to engage with key stakeholders and to build trusting relationships. Gretchen was given a project to lead with a large hospital provider system to address concerns voiced by the provider. In the management of this project Gretchen’s failure to understand and manage change resulted in inappropriate denials and expired authorizations for this health system.
Significant Areas of Concern continue to be:
• Engaging with people - During meetings regarding the Retail line of business in which she is accountable for, Gretchen fails to engage or participate in discussions around areas of concern. She continues to require constant follow-up and prompting.
• Communication - Gretchen has failed to respond appropriately to key stakeholders i.e. Medical Directors and other key stakeholders outside of Enterprise Market Clinical Operations (EMCO). She has failed in building trusting relationships, demonstrating appropriate action on information received and sharing information in an appropriate manner outside and within the department.
• Driving for Outcome - Gretchen’s failure to engage and communicate effectively impacts her ability to align with stakeholders and drive outcomes.
As a result, the decision has been made to terminate her performance effective September 27, 2017.