18A - Create a Customer Avatar

My prototypical customer is anyone. Any race. Any gender or identity. Any age. Any socioeconomic status. The issue with mental health, anxiety and depression, PSTD, drug and alcohol abuse, addiction, suicide, bipolar disorder, is that it can affect anyone at any given time.

·         A 41-year-old, middle class Caucasian male going through a divorce

·         A 13-year-old, low income Hispanic/Latino female experiencing immigration issues

·         A 45-year-old, low income African American female grieving the loss of her child by police brutality

·         A 7-year-old, high-income African American male dealing with the loss of his brother by robbery; RIP XXXtentacion.

·         A 19-year-old, middle income Caucasian female raped at a frat party

·         A 77-year-old, middle class male suffering from depression while in hospice

·         A 15-year-old, low-income Hispanic/Latino male suffering from ADHD and bipolar disorder

I can relate to my prototypical customer because I have experienced a lot of different things in my lifetime that have caused me to feel depressed and/or anxious. My mother is a low-income, single parent, and struggles with a language barrier; Hispanic/Latino. We experienced a lot of domestic violence growing up, and my siblings and I were temporarily placed in foster care. One of my brothers suffers from anxiety and depression due to his disability. I understand how important it is to have someone to speak to or turn to in times of need. Also, I understand what its like to need help and not have the funds to seek it. As far as coincidence, I don’t believe it is. There are many people that suffer different battles around the globe. A few are fortunate to not have experienced struggle, but that doesn’t mean they’ll never suffer mental anguish. As I mentioned before, none of us are free of mental health issues; minor or chronic.

17A - Elevator Pitch No. 2

https://youtu.be/B5Caruh6poo

So, for my first submission, I got some pretty good feedback and wasn’t really advised for improvement. This time around, I must admit was a little bit more challenging considering I am under the weather. In my opinion, I believe my first elevator speech was much better; mainly because I didn’t feel my head throbbing. But, this is take two and I am confident it will get better even though I feel it is a setback. Also, I did take out some statistics and I added the benefits for my patients, as I feel that is important if I want people to understand my mission and values. Please critique me as much as possible. I can’t fix what I don’t know is broken! Thanks. 😌

15A - Figuring Out Buyer Behavior No. 2

            With these interviews, I discovered a couple of things that I didn’t know previously. For example, I always thought that the goal for the buyer or patient, was to make sure the patient has access to mental health services regardless of income or insurance but there are other factors. This time around I decided to interview our referral specialist, patient care coordinator, and outreach specialist.

1.     Yolanda Rivera is our referral specialist at Premier. After interviewing her, I discovered that her job as the referral specialist is to build relationships with other practices, hospitals, and diagnostic centers to provide further healthcare for our patients. More specifically, when it comes to mental health services, she states she is looking for offices that have openings within two weeks, accept most major insurances (private and government), and offer sliding scales for uninsured patients. However, because the need is great, she states that she mainly looks for offices that offer sliding scales; insurances coverage is a plus. She states that most people are willing to wait, if they can be seen at an affordable rate or vice versa; some patients will not be willing to wait regardless of price.

2.     Debbie Butler is our patient care coordinator and her position is to coordinate patient care; I know, redundant, but that’s basically it. To elaborate, she follows up with patients and verifies if their visit went well, what struggles they faced, and if the patient should continue seeing a particular provider or if she needs to seek other services for the patient. These factors play a major role in continuing service because if the patients have a poor experience, we won’t refer patients to those providers; partners must make it smooth for patients, because if not, it goes against or mission statement and values. In this case, she states that they make most decisions, but it depends on what the patient values.

3.     Isabelle Gonzalez is our outreach specialist. Isabelle’s position requires to her to go out into the community and market our services to patients and providers. Her position on the other hand, goes a little more in depth with finding the resources for the patients such as housing, government aid, and healthcare. She states that when she visits prisons, she meets a lot of people that need mental health services due to the assaults, violence, and solitary confinement. For Isabelle, it is extremely important for her to find institutions that are helpful to our patients, like Debbie, because again, it plays a major role when deciding to refer the patient.

All in all, I learned that the most important factor when providers are making decisions is patient comfort and the transition from our office to the next. This entire time, when interviewing providers and office managers, I learned that their end goal was to ensure the patient was seen at an affordable cost and in a timely fashion. This is mainly because their job is to get them where they need to go, whereas, Yolanda, Debbia, and Isabelle want to make sure that their relationships with other institutions, as well as, with patients is solid and aligned with our institutions mission. 

14A - Halfway Reflection

1. Tenaciousness is a competency. What are the behaviors that you have used (or developed) to keep up with the requirements of this course? 
   • One of the behaviors I have developed is to constantly seek information from my peers and coworkers. Anyone that knows me, knows that I do my best to avoid interaction with strangers, but I have stepped out of my comfort zone and I’ve realized, its actually not that bad. More importantly, I am able to forge relationships with new people that can offer me greater insight, if necessary. In addition, I have become more attentive to my schedule to ensure I get my work done on time, so I can say my time management has improved significantly. Usually, I start all assignments at one time and then complete them as my information develops.
2. Tenaciousness is also about attitude. Talk about a moment or two when you felt like "giving up." What pulled you through? Do you feel like you've developed a tenacious attitude during the past two months? What experience or experiences most contributed to this?
   • I must admit, I felt like giving up after the 3^rd assignment. The reason why, is because I was planning to take the summer off, but then a couple of weeks after the spring semester ended, I felt like I wasn’t doing “enough,” so I decided to enroll after reading great reviews about this course. A few days later at the end of Week 1, I realized that I probably wouldn’t have enough time to get through these assignments as they were extremely time consuming; fulltime job and currently in search of a home and new job in Orlando, FL. Nonetheless, I believe that the desire to be one class closer to my degree is what kept me going. It might seem tough now, but it’ll pay off in the long run. Also, I didn’t want to “waste” time, although I have a busy schedule as it is. In addition, my first college experience has equally contributed to my attitude. It took me six years to complete all my credits for my A.A degree, and while there were a lot of circumstances I faced during that time, I was also fully dedicated to work and least concerned about my studies which continued to set me back. With that being said, I want to knock-out what I can, while I can, and just push through because if I don’t everyone else will move forward and I will stay behind—And I’ve come too far for that!  
3. Three tips. What are three tips you would offer next semester's student about (1) fostering the skills that support tenacity and (2) developing the 'tenacious mindset'?
   • Fostering the skills:
     1. Begin with the end in mind; don’t worry about all the in-between! Its going to be time consuming and will require a lot of effort, but if you have an end goal in mind, you will be set.
     2. Figure out your strengths and weaknesses; manage them accordingly. I always struggle with writing and organizing my thoughts, so I always make sure to give myself enough time for the assignments that require the most research and analysis. This course does require a lot of both for most assignments, so acknowledging my deficits in writing has enabled me to properly prepare for the assignments.
     3. Plan and work ahead if ever possible; some of these assignments are a bit lengthy and it is extremely easy to fall behind. Also, take advantage of the ‘cupcakes’; they will definitely come in handy!

13A - Reading Reflection No. 1

1) You read about an entrepreneur:

·        What surprised you the most?

• There was a segment in her biography that referred to her as a prostitute; cocette/”coco”.

·        What about the entrepreneur did you most admire?

• I admired her ability to persevere as a woman who had experienced challenges in her childhood with regards to the absence of her father and the suffering her mother experienced.

·        What about the entrepreneur did you least admire?

• Her affair with Arthur Capel.

·        Did the entrepreneur encounter adversity and failure? If so, what did they do about it?

• After her mother passed away, Gabrielle was placed in an orphanage. This was the birthplace of her passion, as it was where she learned how to sew by the nuns she lived with. I believe that many people never really expect orphans to be successful or lead a good life. She took all she had and changed everything. Now, she is and continues to be the embodiment of women around the world.

2) What competencies did you notice that the entrepreneur exhibited? 

o   Chanel had a will to keep going and challenging herself. Growing up in the era she did, she was tired of dressing up the way most women dressed and she revolutionized attire for women.

3) Identify at least one part of the reading that was confusing to you.

There was a portion of the biography that discusses prostitution in her professional life, and questionable associations with drug users.

4) If you were able to ask two questions to the entrepreneur, what would you ask? Why?

o   Did you know Chanel #5 would be such a great hit? Chanel #5 was and continues to be such a powerful fragrance and I believe it is a great sample of the woman she was, I’m just wondering if she actually knew the impact it would’ve had as she pursued fragrances for the purpose of expanding her business; her passion was clothing.

o   If you weren’t placed in the orphanage after the death of your mother, do you believe you would have still learned to sew and gain a passion for women’s clothing? I believe this moment was monumental in her career as a designer.

5) For fun: what do you think the entrepreneur's opinion was of hard work? Do you share that opinion?

o   While Gabrielle “Coco” Chanel was an extremely hard-working woman, I believe her opinion of hard work was being a woman in itself. Losing her mother at a young age, and experiencing her mother cry were moments that changed Gabrielle indefinitely. I believe that having to learn this all on her own, is what continued to push her forward.

12A - Figuring Out Buyer Behavior No. 1

Choosing a segment:

      For this segment, I chose to interview three physicians. I chose to interview these physicians (MD/ARNP), because they can offer insight on both ends of the spectrum; patient care/issues and business ownership (medical practice). These individuals are also employed within the same company but do not operate in the same clinics. Dr. John Petrilli has been with us for about 3 years now, and has experienced a lot within the company with regards to our patient demographics. Our ARNP, Terri Jehs, has also been with us for over four years, but has more experience working with private practice. Lastly, Erin Jones ARNP, has previously worked with both community based health centers and privately-owned practices, but prefers to work where the need is great.

·       First, I interviewed Dr. John Petrilli. I began to ask him about his experience with our patients and the need for mental health services. He stated that he didn’t realize how bad things were. He mentioned, “it was much easier to read the statistics than experience them firsthand.” The institution where Dr. Petrilli completed his residency, didn’t “prepare” him for the stresses that come with uninsured patients and that was hard for him to adjust to, especially patients suffering from poor mental health. He didn’t have anyone he could send his patients to. From what he explained, either the specialist had long waiting lists, they were stationed out of city, or the services weren’t affordable. Dr. Petrilli stated that he needs more facilities like mine to open, otherwise, there will never be recovery for these patients.

·       Second, I interviewed, Terri Jehs ARNP. I decided to interview her because she has a lot of background knowledge on running a private practice and offer insight on higher income families. With her experience, she explains that insurance can only cover so much. Even families that were well off struggled paying their copays for their visits and the medications. Most of her patients suffered from anxiety and depression, usually from financial stresses and the dip in the economy. Also, insured patients must wait just as long, if not longer for services. The reason being, is because services not covered by the insurance must go through an authorization process before the services can be rendered; same applied for uncovered medications.

·       Third, I interviewed, Erin Jones ARNP. Before Erin moved to Florida, she worked at a community health center in Centralia, Illinois. She mentioned that as a nurse practitioner, or any physician for that matter, you will always be plagued by the need for mental health services. She states that the funding is just enough, and its really starting to take a toll on society with of the mass shootings and violent outburst experienced in the media. She was thinking of opening a business like mine, but she said it was just too difficult for her after moving to Florida. She also admitted that she too suffers from the anxiety that comes with her position. Sometimes she finds herself thinking about all of the patients that won’t be receiving treatment and which patients will not make it. She is currently debating on whether or not she wants to go back to school for her PhD with a focus in Psychiatry.'

       After conducting the interviews, I have learned that physicians also have a great need for behavioral health services, whether personal or for the benefit and recovery of their patient. I was shocked to learn that they all try to seek additional services for their patients, even if it means travel for the patient. In addition, I was surprised that some of our physicians’ struggle with mental health issues (less severe) because they honestly do a great job at concealing their emotions. This information further confirms the need for mental health services, and sheds light on greater issues to come if this does not change. I am glad to know that my services will meet a great need, but I also acknowledge that I have a lot of work to do if I try to meet the demand.

11A - Idea Napkin No. 1

1)     You. 

·       My name is Vanessa Rodriguez, and I transferred to UF to complete my B.S in Business. Most people describe me as a “do it all” type of person, so I haven’t found my “niche” yet; why limit myself? I guess I can say I’m extremely well at learning and training/managing staff. Also, I manage many projects in my current position and have held lead roles which have gained me a spot in the Employee Advisory Committee as an advocate for my colleagues. Moreover, I have been in healthcare for about five years now, so I’m also a patient advocate. I started at the Moffitt Cancer Center as an Accounts Receivables Representative, and now I am at Premier Community Health Care Group as a Patient Service Representative. Both positions have enabled me to gain a lot experience within healthcare, insurance, billing, and government funding. While I am still learning a lot about funding and the difference between profit, nonprofit, and not-for-profit organizations, I am well versed in how to seek the funding that I need for my business, and well aware of the need in my community for mental health and drug treatment centers.

2)     What are you offering to customers? 

·       I will be offering behavioral health and drug/crisis rehabilitation services.

o Medical Institutions (doctors or hospitals) will be able to refer their patients to the appropriate facility for treatment. They will no longer have to worry about assessing needs that aren’t within their scope or area of specialty.

o Patients will have access to treatment whether by therapy or medication. Examples of these include psychotherapy, case management, support group, and complementary/alternative medicine. Patients will first be in-take and assessed for their concerns. After the first visit, the determination of whether the patient needs accelerated services or if they will have to be further evaluated before therapy or medication begins will occur.

3)     Who are you offering it to? 

·       My services will be offered to adult and pediatric patients, so my targets are broad. By researching, I have found that anxiety and depression is the most common illness within both age groups, so my facility will start treating illnesses as early as age three. The services will be offered to families or individuals with or without health coverage; low or high income families. 

4) Why do they care?

·       In terms of behavioral health and rehabilitation services, both the physicians and patients care about the services I am offering because there aren’t many institutions available that offer the combination of these services.

o   For the doctors or hospitals, I am meeting their unmet need because they will be able to refer their patients to my institution without worry of a patient being turned away due to lack of insurance or an extensive waiting list. Also, because my facility will be credentialed with most major insurances, patients with insurance can also be referred with ease.

o   For patients, I am meeting their unmet need because I am making it easier for them to seek care for both services instead of having to travel to different offices for services. In addition, by offering a sliding scale service, in addition to, a drug assistance program I am making it easier for patients to afford care and treatment.

5) What are your core competencies? 

·       In Hernando County Florida, there is a great need for both mental health services and drug treatment centers. This is not only since the waiting lists are long, but many specialists do not offer sliding scale services to their uninsured patients so that they are able to afford services. Because I will be offering sliding scale services for uninsured patients, and my facility will also be credentialed to accept major insurances, I would be able to aid the influx of patients that struggle within these criteria at other facilities. In addition, I will have two Psychiatrists and Psychologists on staff, which many facilities do not have to ensure proper treatment; other institutions offer therapy when they do not prescribe medications which does not help patients that suffer with severe disorders. Moreover, my facility will not be limited to servicing adults, but will offer pediatric services as well.

Ø  I believe that the services that I’m offering and the combination of experience I have acquired over the years ties greatly with what I want to achieve, however, I am mainly concerned with funding. The average salary to have a Psychiatrist on staff is $230,000, whereas, the average salary for a Psychologist is $100,000. While having both on staff will give me an advantage, this means I would have to apply for grants outside of the government and possibly seek a partnership to help mitigate expenses. This has however, opened a new perspective. For example, instead of having a Psychiatrist on staff full time, I can have one part-time or on certain days; this will of course increase wait times but is an avenue I will have to explore. Overall, I think that everything is possible given the funds.

10A -Elevator Pitch

https://www.youtube.com/watch?v=taxjewd0PIs

Please leave feedback! I struggled immensely with this assignment, and would like to know what I need to improve! :)