Shadowing is believing

Joe Katulic knew that the M-CARE employees in charge of answering calls had to face all kinds of customers, from emergency patients who needed claims submitted immediately to the occasional disgruntled caller. But he didn't understand the full extent of it until a few months ago.

Linda Rupert (left) and Debbie Conroy learn about each other's jobs as they participate in M-CARE's job shadowing program. (Photo by Marcia Ledford, U-M Photo Services)

"Until I heard how they dealt with irate customers, with pleasant customers, with angry customers, I had no idea what it was to be a customer service representative," says Katulic, senior director of human resources for M-CARE.

Seeing is believing. That's the basic idea behind Katulic's brainchild, the M-CARE Job Shadowing Opportunity Program. Katulic observed a customer service representative earlier this year, then designed the shadow program to help existing employees explore other jobs in different career fields within the organization. In addition, the program affords M-CARE departments an opportunity to meet potential job candidates.

"We were looking for a way to expand development opportunities. It's difficult to get a promotion, because in order to get a promotion there first must be a vacancy," Katulic says.

M-CARE job shadowing, reserved for employees who have worked there more than two years and are in good standing with the company, leads the job shadower through an introduction to a department, its employees and its tasks.

And though it was designed with prospective job transfers in mind, Katulic says he's finding different benefits to the program all the time.

Take, for example, Debbie Conroy and Linda Rupert—the first M-CARE job shadows. Rupert, a medical coding specialist, first heard of the program at an all-staff meeting earlier this year. Rupert says it seemed like the perfect opportunity for something entirely different.

"I talk with Debbie every day, but I couldn't have picked her out of a crowd of people," she says of Conroy, a claims benefit analyst.

Though they communicated often for more than three years on authorization of insurance claims, the women had interacted solely via e-mail and phone with only a basic understanding of the other's line of work.

"We were getting our signals crossed all the time," Conroy says.

They met and spent two sessions together, discussing what they did to prepare each other's claims and authorizations. Today, Rupert and Conroy say they have fewer questions for each other.

"I'm able to make changes without consulting Debbie all the time, like putting in a different code for an outpatient visit versus a clinic. I didn't realize how many aspects there are to it," Rupert says.

"It's true. I don't think you realized. I didn't realize, either," Conroy responds.

The women also allow that a job shadow is a good opportunity to learn about employment possibilities.

"Promotion was on my mind. I've been here five years, and I'm curious to know what else is out there," Rupert says. Job shadowing "is a way to eliminate fears."

As for the experience, Conroy says it's something co-workers at any company could benefit from.

"You forget sometimes that there's more to your job than that little cubicle. Now I see a name, but I also know the face that goes along with it," she says. "That's the best part."