Program Coordinators – Professional and Successful

1. Program Coordinators – Professional and Successful Ruth Nawotniak, MS, C-TAGME UB – SUNY Ellie Gray Mayo Clinic Arizona, Scottsdale AZ ARCS Spring Conference 2006 Tucson, AZ

2. How do others perceive the Program Coordinator?

11. How do Program Coordinators perceive themselves?

13. Den mother (father) Counselor Cheerleader Liaison between residents and the program director Liaison between faculty and program director Support Staff Arbitrator Manager Resource Data Entry/Analyst Advisor Human Resource Manager Information Resource Social / Event Planner Scheduler Advocate What is Your Role?

14. Professional Roles Manager Advocate Advisor Counselor Communicator Liaison Arbitrator Information Resource Additional Roles Data Entry / Analyst Scheduler Social Event Planner “Pseudo” Parent Cheerleader Shoulder to Cry On Attributes of a Professional

15. Resident Den parent Counselor Liaison (PD, ACGME, ABS) Confidant Human Resouce Person Documentation Manager Program Director Scheduler Data Entry / Analyst Liaison (Residents, ACGME, GME, ABS) Event Planner Person “In the Know” Support Person Manager Attributes of a Professional Your role as seen by the Resident and the Program Director

16. For the Program Coordinator, You See Yourself As… • “Pseudo” Parent • Scheduler • Event Planner • File Manager • Cheerleader • Support person

17. But, Do You Also See Yourself As… • Manager / Administrator • Human Resource Manager • Data Analyst • Advocate • Advisor • Counselor

18. To our Applicants… • What is our role? • How are we perceived by our applicants?

19. Survey on the professionalism of the program coordinator.

20. Attributes of a Professional Applicant Survey Results Survey Details Number of surveys sent out 111 Buffalo – 66 Scottsdale – 45 Number of surveys returned 55 50% return rate

21. Attributes of a ProfessionalApplicant Survey Results State or Country of Medical School New York Michigan Egypt Minnesota Missouri Dominica Pennsylvania California Grenada Maryland Arizona Florida Georgia Nebraska Kansas New Hampshire New Jersey Illinois Texas Utah

22. Attributes of a ProfessionalApplicant Survey Results Number of Invitations received (ave) 18-20 The number of invitations received ranged from 5 to 40 One applicant listed confidential Number of Interviews attended (ave) 12-13 The number of interviews done ranged from 5 to 27 One applicant listed confidential

23. Attributes of a ProfessionalApplicant Survey Results Information Regarding the Program (1 = Poor / 5 = Excellent)

24. Attributes of a ProfessionalApplicant Survey Results Information regarding Coordinator (1 = Poor / 5 = Excellent)

25. Attributes of a Professional Applicant Survey Results • Extremely organized program coordinators who were informed about the program were the most helpful. • One could really tell that the coordinators really cared about the program and the prospective candidates. It was not just a job responsibility. This has a very positive effect on the interviewees.

26. Attributes of a Professional Applicant Survey Results • I remember calling one program coordinator to verify the time I was to be there, and she said, “well, didn’t you get the email?” I had, in fact, received the email but I was just making sure I understood correctly.

27. Attributes of a Professional Applicant Survey Results • At a few places, the coordinator did not communicate a change in the schedules for the interview day that was sent out prior to the visit. This was particularly distressing for applicants who had made travel plans based on the original itinerary.

28. Attributes of a Professional Applicant Survey Results • Nine of the coordinators were excellent – professional, provided useful information, organized, responded in a timely manner to inquiries. The rest were awful in those respects.

29. Attributes of a Professional Applicant Survey Results • . . . if program directors and chairmen knew people were being turned off to their programs based on the poorly executed duties of the coordinator, they would probably be adamant about some sort of remediation.

30. Attributes of a Professional Applicant Survey Results • The interview day is the coordinator’s audition, as well. If that person can’t manage to put the program’s best foot forward when it is absolutely mandatory, one can only imagine what life will be like to deal with this person day to day. It truly does affect one’s impression of a program.

31. Attributes of a Professional Applicant Survey Results • There is one program I will not be ranking, because of the way they presented themselves on interview day. The program coordinator did a good job in general, but the way the day was set up was strange.

32. Attributes of a Professional Applicant Survey Results • Worst Interview Scenario – • 30-40 applicants stuck in a very small room from 6:30 AM to 7:30 PM • First interview is at 7:00 AM; no interview for another 2-3 hours • No food or beverage provided throughout the day • Applicants leave out of disgust

33. Attributes of a Professional Applicant Survey Results • Program coordinators are the glue that hold the entire chaotic interview season together. They are generally overworked and under-appreciated. For all those that haven’t heard it enough lately … THANK YOU!

34. What is the Basis for Success for the Program Coordinator? • How the program director views the position • How much credibility the coordinator has with the residents

35. The Program Director… • Must see the position of coordinator as a mid-level manager and must value the skills, knowledge, abilities and opinions of the coordinator. • Will then support the coordinator’s activities • The residents will see the coordinator as an extension of the program director.

36. This is a powerful perception. It promotes adherence to compliance issues.

37. The Residents….. • Must see the coordinator as • an advocate and resource for them • someone who has earned their respect • someone who is professionally responsible

38. This is a powerful perception. It promotes the well-being and success of the resident.

39. The resident will then support the efforts of the coordinator on their behalf to meet program requirements.

40. When both of these perceptions come together, the coordinator is given the opportunity to be an active, productive participant, involved in achieving all the goals and objectives of the training program.

41. To strive towards the goal of being a successful and professional coordinator, remember the competencies

42. Attributes of a Professional Competency 1 – (Patient) Resident, Program Director, Residency Program Care The Professional Coordinator needs to: * Be compassionate * Effectively handle (treat) accreditation issues for the health of the program * Appropriately care for all aspects of the residency to keep it viable

43. Attributes of a Professional Competency 2 – (Medical) Coordinator Knowledge The Professional Coordinator needs to know: * Common and Surgery Program Requirements * Evolving Board and accreditation processes and standards * How to apply knowledge to care for the residency training program and keep it healthy

44. Attributes of a Professional Competency 3 – Practice-Based Learning and Improvement The Professional Coordinator needs to: * Network about and evaluate the program * Appraise the residency looking at trends in graduate medical education * Improve the residency by applying information learned through networking

45. Attributes of a Professional Competency 4 – Interpersonal and Communication Skills The Professional Coordinator must: * Communicate effectively with program director, residents, ACGME, ABS, GEC, applicants, and anyone else they come in contact with during their day * Be able to network with appropriate institutions and individuals for sharing information to enhance the residency * Take their role as counselor, liaison and advocate to heart and be there when needed in those roles

46. Attributes of a Professional Competency 5 – Systems-Based Practice The Professional Coordinator is: * A resource manager who is able to demonstrate their awareness of the larger context of graduate medical education * Responsive to the issues by effectively calling on appropriate individuals or web site resources to provide education and/or direction that is of optimal value to the residency as a whole

47. Attributes of a Professional Competency 6 – Professionalism The Professional Coordinator is: * committed to doing the job in a responsible manner * committed to presenting a professional appearance * committed to adherence to ethical principles * sensitive to a diverse graduate medical education population * understanding and respectful of the confidential nature of our jobs

48. Professionally Responsible…We Know It When We See It Communication Organization Appearance

49. Professionalism, as manifested through a commitment to carrying out professional responsibilities, adherence to ethical principles and sensitivity to a diverse graduate medical education population • Appearance

50. Appearance – Communications • Body Language • Direct (speaking) • phone • in person • In-Direct (writing) • email • letters / signature • Appropriate Terminology