Competency
In this project, you will demonstrate your mastery of the following competency:
Describe the roles of various departments involved in the delivery of care and services
Scenario
Crystal Creek is a long-term care facility that provides rehabilitative, restorative, and ongoing skilled nursing care to patients in need of assistance with activities of daily living,such as bathing, eating, and walking. You are a healthcare coordinator, responsible for the administrative components of patient care at Crystal Creek, and you act as a liaison between the patients and the medical sta?. You have been tasked with helping to train a new healthcare coordinator starting on your team. As a part of this responsibility, your supervisor has asked you to create a training resource to explain the roles of the various departments within Crystal Creek and the integrated healthcare model that the facility uses to promote quality care.
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Crystal Creek is comprised of the following departments:
Clinical sta?
Activities sta?
Pharmacy
Medical o?ce
Administration
Marketing and sales
Billing
Human resources
Directions
For this project, you will create a training resource for a new hire on your healthcare
coordinator team. You will describe the facilitys departments and explain the integrated healthcare model that Crystal Creek uses to promote quality care across departments.
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Specifically, you must address the following:
Begin your training resource by describing the various departments that make up
Crystal Creek. In your description, be sure to include the following:
The primary responsibility of each department and its role in supporting the organization and its patients A description of the specific roles of sta? members in each department (Consider both the clinical and nonclinical roles within the organization.)
Currently, Crystal Creek uses the integrated healthcare model to promote quality care across departments. Explain the following aspects of this model to future trainees:
How the integrated healthcare model promotes quality care across all departments in an organization.
Why the integrated healthcare model approach is used to support positive patient outcomes and how it di?ers from a service delivery model.
How using the integrated healthcare model promotes interdepartmental
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collaboration.
What to Submit
Every project has a deliverable or deliverables, which are the files that must be submi$ed before your project can be assessed. For this project, you must submit the following:
Training Resource
Your training resource will describe the facilitys departments and explain the integrated healthcare model that Crystal Creek uses to promote quality care across departments. Your resource should consist of a PowerPoint presentation (58 slides) with speaker notes (500
1,000 words). Alternatively, you may create a pamphlet or other visual resource. You may
submit your files as a Word document, PDF, or PowerPoint file.
Supporting Materials
The following resource(s) may help support your work on the project:
Citation Help
Need help citing your sources? Use the CfA Citation Guide and Citation Maker.
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Activities – HCM-20203-XC108 Healthcare Departments 24DA03 – Southern New Hampshire University
3/28/24, 9:31 AM
HCM-20203 Project Rubrics
Activity: Submit Your Project Here
Course: HCM-20203-XC108 Healthcare Departments 24DA03
Name: Kayla Exorphe
Rubric Criteria
Describes the primary responsibility of each
department and its role in supporting the organization and its patients
Mastered
Not Yet
Not Evident
Criterion Score
10 points
5 points
0 points
5 / 10
Describes the primary responsibility of each
department and its role in supporting the organization and its patients
Shows progress toward expectations, but with errors or omissions; areas for
improvement may include
outlining the core functions and/or objectives of departments such as nursing,
pharmacy, administration, and others
Does not attempt to describe
the primary responsibility of each department
Criterion Feedback
3/28/24
Can you take another look at the medical office department. is it treating patients or what is its role in a medical facility?
Describes the specific roles of staff members in each department
10 points
5 points
0 points
Describes the specific roles of staff members in each department
Shows progress toward expectations, but with errors or omissions; areas for
improvement may include explaining the responsibilities and/or functions of the staff
members within each department
Does not attempt to describe the roles of staff members in each department
5 / 10
Criterion Feedback
3/28/24
Can you take a look at who works in the medical office department? What do they do there?
Explains how the integrated healthcare model promotes quality care across all departments in an organization
10 points
5 points
0 points
Explains how the integrated healthcare model promotes quality care across all
departments in an organization
Shows progress toward expectations, but with errors or omissions; areas for
improvement may include explaining what the integrated model is and/or discussing its
benefits
Does not attempt to address
how the integrated healthcare model promotes quality care
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5 / 10
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Activities – HCM-20203-XC108 Healthcare Departments 24DA03 – Southern New Hampshire University
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Criterion Feedback
3/28/24
You describe the integrated healthcare model in very general terms. Remember that you need to educate the reader. How is the integrated healthcare different fr
other healthcare models? How does it look at the symptoms of the patients? Can you also explain what quality of care is and why we see more of this when using
integrated healthcare model?
Explains how using the
integrated healthcare model
promotes interdepartmental
collaboration
10 points
5 points
0 points
Explains how using the
integrated healthcare model
promotes interdepartmental
collaboration
Shows progress toward
expectations, but with errors
or omissions; areas for
improvement may include
discussing how the model
supports communication,
coordination, and/or
teamwork among different
departments
Does not attempt to explain
how using the integrated
healthcare model promotes
interdepartmental
collaboration
5 / 10
Criterion Feedback
3/28/24
Why do departments using the integrated healthcare model need to work together? Is there something in this model which forces this collaboration?
Explains why the integrated
healthcare model is used to
support positive patient
outcomes and how it differs
from a service delivery model
10 points
5 points
0 points
Explains why the integrated
healthcare model is used to
support positive patient
outcomes and how it differs
from a service delivery model
Shows progress toward
expectations, but with errors
or omissions; areas for
improvement may include
comparing the integrated
healthcare model with the
service delivery model
Does not attempt to explain
why the integrated healthcare
model is used to support
positive patient outcomes
5 / 10
Criterion Feedback
3/28/24
Can you explain what a positive patient outcome is and why we see more of this when using the integrated healthcare model?
Consistently and effectively
communicates in an
organized way
5 points
2 points
0 points
Consistently and effectively
communicates in an organized
way
Shows progress towards
expectations, but
communication is inconsistent
or ineffective in a way that
negatively impacts
understanding
Does not provide an organized
response
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2/5
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Criterion Feedback
3/28/24
Please make sure that you explain each of the points which you have on the slides in more detail in the speaker notes. The slides only should have the highlights,
notes the details.
Uses citations for areas
requiring attribution
5 points
2 points
0 points
Uses citations for areas
requiring attribution, with
minor errors
Uses citations for ideas
requiring attribution, but with
major omissions
Does not use citations for
ideas requiring attribution
2/5
Criterion Feedback
3/28/24
Remember that every fact and factual statement needs in-text citations and references. For instance, in the speaker notes for slide 3 you are presenting a lot of fa
Where did you get this information from? Please go through each slide and see where you still might need in-text citations.
Total
Overall Score
Mastered
Not Yet
This submission demonstrates mastery of this competency.
This submission needs improvement and does not yet demonstrate mastery of this competency.
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?
? Listen
?
?
The following rubric will be used to assess your project. The rubric is a detailed list of the specific expectations your project submission must
meet to demonstrate mastery of the competency. You may resubmit the project until you have demonstrated mastery of each rubric row.
This competency has a Learning Resources area. This area includes units with resources such as readings and videos, which have been provided
to help support your work on this project. You may be wondering how what you’re working on in the project fits together with these units. The
following table shows how the di?erent rubric rows align to the units.
If you need more help with a particular rubric row, you can use the resources in the matching unit to help support your work.
Project Rubric: Training Re
Training Resource
Describes the primary responsibility of each department and its role in supporting the organization and its patients
? Mastered
? Not Yet
Describes the specific roles of sta? members in each department
? Mastered
? Not Yet
Explains how the integrated healthcare model promotes quality care across all departments in an organization
? Mastered
? Not Yet
Explains how using the integrated healthcare model promotes interdepartmental collaboration
? Mastered
? Not Yet
Explains why the integrated healthcare model is used to support positive patient outcomes and how it di?ers from a
service delivery model
? Mastered
? Not Yet
General
Wri#en answers are clear; use correct grammar, sentence structure, and spelling; and show an understanding of
audience and purpose
? Mastered
? Not Yet
Lists sources where applicable using citation methods with no major errors
? Mastered
? Not Yet
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Page 1 of 1
HEALTHCARE DEPARTMENTS
KAYLA E
APRIL 2024
OVERVIEW
CRYSTAL CREEK DEPARTMENTS
Clinical Staff
Pharmacy
Activities Staff
Administration
Medical Office
Billing
Marketing and Sales
Human Resources
CLINICAL STAFF / ACTIVITIES STAFF
CLINICAL STAFF
Those who are authorized to offer healthcare services by law,
regulation, and facility policy and who have obtained certification
and/or licensure (ACOI, 2021).
Roles: Doctors assess and care for patients; Registered Nurses
(RNs) keep an eye on them and administer medication and other
treatments as directed by doctors. Licensed Vocational Nurses
(LVNs) support registered nurses (RNs) by tending to patients,
whereas Medical Assistants are capable of bathing and feeding
patients.
ACTIVITIES STAFF
The undertakings Staff members are in charge of organizing and
carrying out social and educational programs, organizing special
guests, and organizing religious services (Markak, n.d.).
The director of activities is responsible for overseeing the
department and planning events. To execute the planned
activities, a coordinator or assistant for activities is needed. A
chaplain will conduct religious ceremonies.
PHARMACY / MEDICAL OFFICE
PHARMACY
The pharmacy’s main duties include dispensing
medication, reviewing and managing medications,
providing counseling services, vaccinations, and health
promotion (Lee and others, 2019)
The roles of the pharmacy technician, who works under
the supervision of the pharmacist, who is in charge of
medicine delivery, medication review, handling
medications, etc.
MEDICAL OFFICE
As per Stahl (2004), the principal duty of the medical
office is to furnish medical services as needed.
Roles: The doctor who would give a patient the direct
medical attention, diagnosis, and prescription that they
needed. nurses to support the doctor.
ADMINISTRATION / MARKETING AND SALES
ADMINISTRATION
Serving as a point of contact between the medical staff and the patients is the
administration team.
Numerous non-clinical responsibilities will fall under their purview at the
facility, including greeting guests, communicating with doctors on behalf of
their patients, arranging for residents’ transportation to and from
appointments, and managing the staff calendar.
Functions: The healthcare coordinator serves as a point of contact for patients
and the medical staff.
A clerk who might be in charge of welcoming guests, exchanging information,
and arranging for transportation. The office manager is responsible for staff
scheduling and onboarding (Indeed.com, 2021).
MARKETING AND SALES
Sales is responsible for actually selling the good or service, whereas Marketing
will manage R&D, advertising, pricing, and promotions (Milano, 2019).
The facility will be promoted by the marketing manager and staff in charge of
marketing. The sales manager and sales representatives will pitch the facility
to potential patients.
BILLING / HUMAN RESOURCES
BILLING
The billing department’s main duty is to submit payment
requests, whether they come from the client or the insurance
provider (Stahl, 2004).
Medical coders are responsible for correctly coding the claims,
and billing clerks are in charge of actually filing the claim with the
insurance company or sending the customer the bill.
HUMAN RESOURCE
Human resources’ main duty is to put the needs of the workforce
first.
They hire the best workers to provide patients with safe, highquality treatment, and they also make sure that workers receive
training, growth, and a secure work environment (Stahl, 2004).
Roles: HR Manager in charge of the section, An assistant to
manage job analysis, recruiter to find possible candidates,
instructors for development and training, and an officer of
compliance for moral concerns, health, and safety
INTEGRATED HEALTHCARE MODEL
A patient’s chronic diseases are treated through a team-based approach.
Patient-centered healthcare approach;
Cost-effective;
Decreased depressive symptoms (Queens University of Charlotte, 2021 and
Hayward, 2016).
Encourages cross-departmental cooperation and is person-centered (Texas DADS,
n.d.).
SERVICE CARE MODEL
Poor Communication;
Separate Facilities;
Absence of Shared Files;
Impersonal Services;
Disability, Diagnosis, and Defects;
Quality of Treatment (Texas DADS, n.d.);
Prioritization of Volume Over Quality (SAMHSA, 2013)
ROLE OF INTEGRATED HEALTHCARE MODEL
TO INTERDEPARTMENTAL COLLABORATION
Encourages holistic and patient-centered approach to care delivery
REFERENCES
ACOI. (2021). Defining Clinical Staff and Other Qualified Health Care Professionals. https://www.acoi.org/practicemanagement/coding/defining-clinical-staf-and-other-q ualified-health-care-professionals
Indeed.com. (2021). Resident Care Coordinator. https://www.indeed.com/q-Nursing-Home-Care-Coordinator-jobs.html?vjk=fd920862
bc5018e3
Hayward, C. (2016). Healthcare Facility Planning: Thinking Strategically. Retrieved from https://eds-a-ebscohostcom.ezproxy.snhu.edu/eds/ebookviewer/ebook?sid=5fc9 c8fd-530d-498c-b1f0-ab2d1e74db9e%40sdc-vsessmgr02&ppid=pp_37&vid=0&format= EB
Lee, S., Mak, V., & Tang, Y. (2019). Pharmacist services in nursing homes: A systematic review and meta-analysis. Retrieved from
https://pubmed.ncbi.nlm.nih.gov/31465121/
Marak, C. (n.d.). Staff Profiles of Nursing Home Workers. https://www.seniorcare.com/nursing-homes/resources/nursing-home-staf/
SAMHSA. (2013). A Standard Framework for Levels of Integrated Healthcare and Update Throughout the Document.
https://web.archive.org/web/20200208135445/https://www.integration.samhsa.gov/ integrated-caremodels/A_Standard_Framework_for_Levels_of_Integrated_Healthcar e.pdf
Stahl, M. (2004). Encyclopedia of Health Care Management.
http://sk.sagepub.com.ezproxy.snhu.edu/reference/healthcaremanagement/n828.xm l
Texas DADS. (n.d.). A Comparison of Traditional and Person-Centered Models of Care.
https://www.hhs.texas.gov/sites/default/files/documents/doing-business-with-hhs/pro vider-portal/QMP/TraditionalVsPerson-Centered.pdf
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