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Kayla Fincher

December 1, 2025

Practicum reflective paper

Dr. Gelsomino’s Podiatry Office is a well-established medical office that specializes in foot and ankle care. His main office is located in Oaklawn, Illinois, but he works at his up-north office on the weekends since he has a strong clientele there too. The clinic has been an important part of the local community for several years due to their providing high-quality podiatric care to all patients who walk through his doors. The office recently expanded its care team by adding two more podiatrists, one who retired last year, and chose to come back part time. Dr. Kunz is part-time as well, and on the days, he is not in the office he is doing surgery in the hospital. This decision to add to the team is aimed at accommodating the growing demand in clientele for specialized care. This has also resulted in a room expansion in the office. This expansion complements the clinic’s commitment to continue to serve the healthcare needs of the community. The office is transitioning from paper-based medical records to paperless this year to the NextGen electronic health record system, which demonstrates how this office is expanding.

The mission of Dr. Gelsomino’s office is based around patient-centered podiatric care. He aims to improve patients’ mobility, ingrown toenails, health, and overall quality of life by having comfortable feet and ankles. Dr. Gelsomino and his team aim to achieve this goal by combining professional medical treatment, preventive care, and educating patients. Dr. Gelsomino office ensures that its services contribute to the entire populations he serves, by focusing on individual patient needs and the outcome the patient is looking for.

The clinic has a very diverse patient base, including seniors, teenagers, babies, adults, and patients with chronic conditions such as diabetes, neuropathy, or sports injuries. The office is very attentive to individuals with limited finances and those individuals who are covered by public aid programs. The Oak Lawn office has a small team of about 8 people. The staff has three podiatrists, two front desk receptionists, two billing specialist, and two medical assistants. This staff line-up allows the office operation to flow smoothly and helps manage the steady flow of daily appointments.

Some services the office provides include routine foot exams, ingrown toenail removal, routine ankle exams, clipping of the toenails, creating foot inserts, minor surgical procedures, diabetic foot care, and treatment for injuries on the foot. They also provide consultations for new patients. The administrative team plays an important role in supporting these services. They schedule appointments, collect co-pays, check patients in and out; they manage medical record management, answer the phone, handle billing, and coding. These services the front desk manage allow the clinic to flow smoothly and keep patients happy and satisfied.

Dr. Gelsomino’s and his team collaborates with insurance providers, primary care physicians, and local hospitals to ensure seamless patient care. Referrals are handled professionally to guarantee patients receive the necessary follow-up or specialty care when needed. The clinic has been highly effective in meeting its institutional goals, including patient satisfaction, operational efficiency, and successful implementation of electronic health record systems. Its notable services include patient education initiatives, preventive care programs, and the strategic adoption of health information technology to enhance the quality and accuracy of care.

B) Department/Unit Mission, Vision, Goals, and Effectiveness

The administrative and clinical support team at Dr. Gelsomino’s office plays a pivotal role in ensuring smooth daily operations. The mission of this department is to provide accurate, timely, and compassionate administrative and clinical support that directly contributes to high-quality patient care. This mission aligns with the overall organizational goal of improving patient outcomes, satisfaction, and operational efficiency.

The department’s vision focuses on establishing a fully integrated podiatry practice that effectively leverages advanced health information technology to improve workflow, documentation accuracy, and patient experience. The transition to the NextGen electronic health record system exemplifies this vision by streamlining recordkeeping, reducing errors, and facilitating efficient communication between staff and patients.

The department’s goals are multi-faceted:

1.
Efficient Patient Flow: Ensuring smooth patient check-in and check-out processes to minimize wait times and optimize the clinic’s daily schedule.

2.
Accurate Record Management: Transitioning to electronic medical records while maintaining compliance with healthcare regulations and internal quality standards.

3.
Billing and Coding Support: Processing claims efficiently to reduce errors and delays in insurance reimbursement.

The department has proven effective in achieving these goals. Administrative staff consistently manage patient flow with professionalism and efficiency, while maintaining the accuracy of medical records and billing processes. The office’s ongoing adoption of the NextGen system demonstrates adaptability and a commitment to quality improvement, contributing to the clinic’s overall effectiveness and reputation for high-quality care.

C) Reflections

General Observations

During my internship at Dr. Gelsomino’s Podiatry Office, I observed that the daily operations of a medical office require precision, communication, and adaptability. A typical day begins with preparing the office for patient appointments, answering phone calls, and confirming scheduled visits. Administrative staff coordinate closely with medical assistants and doctors to ensure that patients are seen promptly and that records are accurate and up-to-date.

I noticed the significant role that technology plays in streamlining operations. The NextGen electronic health record system allows for easy access to patient information, appointment scheduling, and billing details. Transitioning from paper to electronic records presents challenges, such as learning the new system and ensuring accuracy during data entry, but it significantly improves efficiency once implemented.

The team dynamics in the office are essential to its success. Staff members support each other through high patient volume days, demonstrating effective teamwork and communication. I observed how positive interactions among staff create a welcoming environment for patients and contribute to smoother operations. Patients often expressed appreciation for the staff’s attentiveness, illustrating how administrative efficiency and patient care are interconnected.

Analysis of Experiences

My responsibilities included answering phone calls, scheduling appointments, checking patients in and out, scanning medical records into the NextGen system, and supporting billing and coding processes. Each task required specific skills and attention to detail. For example, scheduling appointments required careful coordination to avoid conflicts and ensure patients were seen in a timely manner. Checking patients in and out demanded professionalism, empathy, and accuracy in verifying personal and insurance information.

Scanning records and managing patient files exposed me to the technical side of healthcare administration. I learned how critical accurate documentation is for both patient safety and insurance compliance. Handling billing and coding introduced me to the complexities of healthcare reimbursement, insurance claims, and the importance of accuracy to avoid delays in payment or claim denials.

Throughout these experiences, I faced challenges such as handling multiple tasks simultaneously, learning the NextGen system quickly, and assisting patients who were frustrated or confused by insurance procedures. Overcoming these challenges enhanced my problem-solving skills and taught me how to remain calm and professional under pressure.

By connecting these tasks to my healthcare administration coursework, I gained a deeper understanding of how theory translates into practice. Concepts such as workflow management, patient satisfaction, and health information systems became tangible through real-world application.

Professional Gains

Professionally, this internship strengthened both my technical and interpersonal skills. I became proficient in using the NextGen system for record scanning and documentation, which is a valuable skill for any healthcare administration role. I also gained experience in handling billing and coding procedures, which are essential for efficient healthcare operations.

Interpersonal skills such as effective communication, teamwork, and professionalism were significantly enhanced. Interacting with patients, colleagues, and insurance representatives required clear communication, empathy, and problem-solving abilities. These experiences built my confidence and reinforced the importance of a patient-centered approach in healthcare administration.

Additionally, the internship allowed me to observe leadership and organizational strategies within a medical office. I noticed how staff delegation, workflow management, and technology integration contribute to overall efficiency and patient satisfaction. Understanding these operational components will guide me in future leadership roles within healthcare administration.

Personal Gains

On a personal level, I developed patience, empathy, and adaptability. Working with patients who were anxious or unfamiliar with medical procedures required me to practice patience and provide reassurance. I also gained a better understanding of the challenges patients face when navigating healthcare systems, especially those with limited financial resources or public insurance.

My work ethic and time management skills improved as I balanced multiple tasks in a fast-paced environment. I learned to prioritize responsibilities, stay organized, and maintain attention to detail, even during high-pressure situations. These personal gains have not only enhanced my professional capabilities but also my confidence in handling future workplace challenges.

A specific example that highlights my personal growth occurred when a patient arrived confused about their insurance coverage and became visibly frustrated. I was able to calmly explain the process, verify their information, and assist them in completing necessary forms. This experience reinforced the importance of empathy, patience, and clear communication in healthcare administration. Moments like these helped me develop confidence in addressing patient concerns professionally while maintaining a supportive and efficient workflow.

Furthermore, observing the staff’s dedication and teamwork taught me the value of collaboration. I realized that in healthcare, success is not just about individual performance but about working together to ensure that patient care is seamless, efficient, and compassionate. I also became more aware of the administrative side of healthcare and how critical it is for the overall success of medical operations.

Reflection on Professional & Academic Objectives

The internship experience has been instrumental in advancing my professional and academic objectives outlined in my Professional Development Plan. One of my primary goals was to gain hands-on experience in healthcare administration to complement my academic knowledge. By actively participating in daily office operations, I was able to apply classroom concepts such as workflow management, patient scheduling, and health information technology to real-world scenarios.

This experience has also helped me identify areas where I need further development. For example, while I gained familiarity with billing and coding procedures, more in-depth knowledge in medical coding and insurance claim management is necessary for my career goals. I plan to pursue additional training or certifications in these areas to enhance my qualifications.

Another professional objective was to improve my communication and interpersonal skills in a healthcare setting. Working directly with patients, staff, and insurance representatives allowed me to practice professional communication, active listening, and problem-solving in real situations. This has strengthened my confidence and ability to interact effectively in a professional environment.

The internship also reinforced the importance of adaptability in a healthcare setting. Transitioning to electronic health records posed initial challenges, but observing how staff adapted to new technology taught me the significance of flexibility and continuous learning. I now recognize that staying current with healthcare technology is essential for efficiency and effectiveness in administration roles.

Steps to Meet Future Professional & Academic Objectives

Based on my experiences, I have identified specific steps to continue growing professionally and academically:

1.
Advanced Training in Billing and Coding: To strengthen my technical skills, I will seek formal training or certification in medical coding and billing. This will enhance my ability to manage insurance claims accurately and support operational efficiency in healthcare organizations.

2.
Healthcare Information Systems Proficiency: Continuing to build expertise in electronic health record systems, like NextGen, will prepare me for leadership roles in healthcare administration. Familiarity with multiple EHR platforms will make me more versatile in future positions.

3.
Clinical Observation Opportunities: Gaining exposure to clinical procedures and patient care processes beyond administrative tasks will provide a more comprehensive understanding of healthcare operations. Observing how administrative and clinical teams coordinate will improve my ability to manage healthcare facilities effectively.

4.
Professional Networking and Mentorship: Building relationships with healthcare professionals, both administrative and clinical, will help me learn best practices, gain mentorship, and identify potential career opportunities. Attending workshops or conferences related to healthcare administration will further expand my professional network.

5.
Continued Personal Development: I plan to continue cultivating soft skills such as communication, empathy, and time management. These skills are critical for success in healthcare administration and for creating positive patient experiences.

6.
Integration of Academic Knowledge: I will actively seek opportunities to apply classroom learning to practical settings. This includes using knowledge of healthcare management, quality improvement, and organizational strategy to evaluate processes and propose improvements in future roles.

Overall Reflection

Overall, my internship at Dr. Gelsomino’s Podiatry Office has been a transformative experience. It provided me with an in-depth understanding of how a medical office operates, combining administrative efficiency with patient-centered care. I gained technical skills in health information systems and billing, developed professional communication and problem-solving abilities, and experienced personal growth in patience, empathy, and adaptability.

The experience has affirmed my career goals in healthcare administration, highlighting both the challenges and rewards of the field. By bridging academic theory with practical application, I now feel better equipped to enter the workforce with confidence. The lessons learned during this internship will continue to inform my professional development, guiding me as I pursue advanced roles in healthcare management and administration.

I am grateful for the opportunity to work alongside dedicated professionals who model excellence in both patient care and administrative operations. This internship has not only enhanced my professional capabilities but has also inspired a commitment to continuous learning and improvement in the healthcare field.

D) References

N/A – No external sources were used in preparing this report.