Solutioneering: Serving the Citizens

Some of us excel at hardware, some at software, some shape services and others products. Some work with data; some with people.  Some call B200 home, while others range the health campus at large.  Regardless of whether you build or buy, type or talk, code or call; everything we participate in is to further the success of those we are accountable to serve - your fellow worker, those in and around the entire health system, and the Citizens of the State of Michigan.

The last category is the focus of this story.  Serving the Citizens of the State of Michigan is a direct inclusion from the MSIS strategy and is one I would like to focus on for this post; a start to a series of blogs that bring to light, what it means to be a “Solutioneer”.  It is not a job description.  It is not location or role, nor is it inherited through a line on an org chart.  It is not the fulfillment of a job description or a series of tasks to complete.  It is simply the everyday interaction with those in need where we can go beyond the walls of function, past the barriers of duty, and into the realm of service.  It is where we embrace that we have a unique opportunity to solve a problem - to provide a solution - where nobody else has been able, or possibly where nobody has taken the time to make a difference.

On May 19th, Sean Quinn, a representative for the Solutions Center on the service desk received a phone call from a Mother in need.  She had been trying to contact someone at the University of Michigan who could help her obtain free/low cost dental work for her un-insured child.  Sean sensed distress with the woman who had been trying to find anyone who could help her.  Sean understood that he is not an employee of the Dental School.  He also knew that he has no expertise in insurance matters and no knowledge of assistance programs.  But he possessed something of far greater value - a willingness to invest our resources in serving a Citizen of the State of Michigan.  

He made a choice.  He did not give the woman a number to call, send her an email,  text her a link, or wish there was something he could help her with.  He became invested.  

Keeping the young woman on the phone, he quickly asked his co-workers for assistance.  While he kept her posted and satisfied, they contacted the Dental School and received community resource possibilities and information about dental school programs that might be of use.  This first round of investigation yielded the fact that the dental school did had a program that could help but unfortunately the funds had run out this year and would not renew until July.  The child was in pain currently and waiting was not an option.  

Keeping the customer engaged and informed, he worked with the dental school, who suggested another option.  Following this through Sean set up an appointment time for her, only to be told at the very end of the process that ‘oh, there might be a $150 fee’.  Consulting the customer, he sensed that $150 might not be within the available budget and pursued a backup plan.  Not wanting to have the customer embarrassed in any way, but also not overstepping her right to privacy, he confirmed the appointment with the dental school while obtaining information on other community options and assistance programs that might be available at no cost.  This surfaced another clinic that did have options available at no cost, and another appointment was secured for her to have two options to pursue.  

Sean did all of this while staying on the phone with her through each step and keeping her satisfied and updated with the path he was taking.  

This woman was not an employee of the Medical School; she was not even an employee of the University of Michigan.  Sean does not work for the Dental School, nor is the Dental School part of the Medical School.  The University of Michigan did not end up providing the dental service or collecting funds from the customer.  

Let me be the first to point out that absolutely none of what Sean did is included in his job description.  

Let me also say absolutely all of what Sean did is the target for which we should strive.  

What Sean did helps to fulfill the mission of the Medical School, through the delivery of Services offered by the resources of the Solutions Center.  Our mission is to serve the people of Michigan by applying knowledge to challenge the present and enrich the future, and that’s exactly what Sean did.  

And that is Solutioneering.