Front Matter
1. Mental Health Center of Denver. (n.d.).
2. Mental Health Partners. (n.d.).
3. Mental Health Partners. (n.d.).
4. Goleman (1995).
5. Ginny Trierweiler, PhD, Licensed Psychologist and Professional Coach, in conversations with the author, 2015 to 2017.
Chapter 1
1. Covey (1989, p. 235).
2. Gene Dankbar, MBA, MS, Senior Principal Health Systems Engineer, Assistant Professor of Health Care Systems Engineering, Mayo Clinic, in an interview with the author, October 24, 2017.
3. Hart (February 26, 2015)
4. Patterson et al. (2012, pp. 170–2).
5. Chris Radigan, LCSW, Program Manager, Mental Health Center of Denver, in an interview with the author, February 23, 2015. (Chris was promoted two years later to the position he holds now as Associate Director.)
6. Dauten (May 12, 2011).
7. Jesús Sanchez, PhD, Psychologist at Wardenburg Health Services, in an interview with the author, October 17, 2018.
8. Kelly Phillips-Henry, PsyD, MBA, CEO of Mental Health Partners, in an interview with the author, February 12, 2018.
9. Joanie Gergen, CRCR, in an interview with the author, December 28, 2017, in which she described the fee collection project she led, and the resulting benefits and recognition from its successful implementation.
10. Fielder (1996, p. 20).
11. Blanchard and Johnson (2003, pp. 39–44).
12. Harley (2013, p. 13).
13. Vicki Rodgers, MS, LPC, CHC, CHPC, Chief Operating and Integrity Officer, Mental Health Partners, in an interview with the author, January 31, 2018.
14. Cloud (2013, pp. 205–9).
15. Jeff Zayach, MS, Executive Director of Boulder County Public Health, in an interview with the author, November 30, 2017.
16. LaGanga (2019).
17. Patterson et al. (2012).
18. Jackie Attlesey-Pries, MN, Chief Nursing Officer at Boulder Community Hospital, in an interview with the author, November 10, 2017.
19. Robbins (2013, pp. 176–7).
20. Fred Michel, MD, Chief Medical Officer, Mental Health Partners, in an interview with the author, June 30, 2017.
21. Murphy (2017, p. 191).
22. Stone et al. (1999, pp. 85–93).
23. Cloud (2010, pp. 21–23).
24. Buckingham (2007).
25. Dobson and Dobson (2000).
26. For more on boundaries, see the work of Cloud (2013).
27. Murphy (2017).
28. Stone et al. (1999, pp. 60–67).
29. Harley (2013).
30. For more on establishing your authority in your managerial role, see Volume I, Chapter 2, “So, Now You Are in Charge!” LaGanga (2019).
Chapter 2
1. LaPointe (March 2, 2018).
2. Dunn (March 18, 2015).
3. G&A Partners (n.d.).
4. Altman (January 19, 2017).
5. Kelly (2007, p. 102). The author refers to a study by Bliss and Associates that shows the cost of turnover is at least 150 percent of an employee’s salary.
6. Rosenbaum (January 16, 2018).
7. Waldman et al. (2004, pp. 206–11).
8. Brown (2018, p. 12).
9. Bush (2018, p. 4).
10. Ibid., p. 22.
11. Ibid., p. 24.
12. Ibid., pp. 23–24.
13. C. Clark. Quoted at https://mhcd.org/best-place-to-work (accessed
December 29, 2017).
14. Rath and Harter (2010).
15. Carl Clark, MD, CEO of the Mental Health Center of Denver, in an interview with the author, January 16, 2018.
16. Mental Health Center of Denver (n.d).
17. McGee (April 20, 2018).
18. Leyba (2017).
19. Energage Survey (n.d).
20. The Clifton StrengthsFinder assessment is available online or can be accessed via codes provided in a series of books from the Gallup organization. At the Mental Health Center of Denver, we provided every new employee with a copy of the book, StrengthsFinder (2007), by Tom Rath. Employees were asked to complete the assessment and share the results with their managers, who incorporated the employee’s top five strengths into the coaching and development process.
21. Markle (2000).
22. Buckingham and Coffman (1999).
23. Tucker (February 7, 2014).
24. Starks (Spring 2013).
25. Roy Starks, MA, VP of Rehabilitation Services and Reaching Recovery, Mental Health Center of Denver, in an interview with the author, June 12, 2018.
26. Kelly (2007).
27. Carl Clark, MD, in an interview with the author, January 16, 2018.
28. This model is from the author’s conceptualization of the measurements used by the organization for measuring employee engagement and consumer outcomes, developed for use in presentations she conducted and participated in while working at the Mental Health Center of Denver. It does not necessarily represent the organization’s current materials and models.
29. Carl Clark, MD, in an interview with the author, January 16, 2018.
30. Rath and Conchie (2008).
31. Buckingham and Coffman (1999).
32. LaGanga (2019). Volume I, Chapter 2, “So, Now You Are in Charge!” covers building initial relationships with the people who report to you and some of the other people you work with. Chapter 4, “Managing Up, Down, and All Around,” looks at building relationships with your boss, co-workers, and others.
33. Darcy Jaffe, MN, FACHE, Chief Nursing Officer, Harborview Medical Center, in an interview with the author, September 18, 2017.
34. Messmer, Bogardus, and Isbell (2008, pp. 46–8).
35. Ibid., pp. 54–57.
36. Ibid., pp. 67–68.
37. U.S. Equal Employment Opportunity Commission (n.d.).
38. Americans with Disabilities Act of 1990, as amended with ADA Amendments Act of 2008. https://www.ada.gov/pubs/adastatute08.htm (accessed June 27, 2018).
39. Rowley and Jackson (2011, pp. 201–2).
40. Sisson and Storey (2000, p. 186).
41. Messmer, Bogardus, and Isbell (2008, p. 104).
42. Ibid., p. 104.
43. Darcy Jaffe, MN, FACHE, Chief Nursing Officer, Harborview Medical Center, in an interview with the author, September 18, 2017.
44. Dixie Casford, MA, LPC, MBA. Vice President of Acute Care Services at Mental Health Partners, in an interview with the author, October 20, 2017.
45. Vicki Rodgers, MS, LPC, CHC, CHPC, Chief Operating and Integrity Officer, Mental Health Partners, in an interview with the author, January 31, 2018.
46. Jeff Tucker, JD, Vice President of Human Resources, Mental Health Center of Denver, in an interview with the author, February 1, 2018.
47. Darcy Jaffe, MN, FACHE, Chief Nursing Officer, Harborview Medical Center, in an interview with the author, September 18, 2017.
Chapter 3
1. Collins (2001, pp. 95–96).
2. This quote is attributed to Sister Generose Gervais, OSF, administrator/executive director emeritus, Saint Marys Hospital-Mayo Clinic and president, Poverillo Foundation. She said, “I am often quoted, ‘No money, no mission,’ but people fail to recite the entire quote: ‘No mission, no need for money.’ Without mission and appreciation of the long heritage of putting the patient first, we are simply earning money and have no reason to be in health care.” Reported by the Catholic Health Association of the United States in “Sr. Generose Gervais, OSF, Honored with Lifetime Achievement Award.” https://www.chausa.org/newsroom/news-releases/2011/06/06/sr.-generose-gervais-osf-honored-with-lifetime-achievement-award, (accessed November 30, 2018).
3. American Hospital Association (February 2018).
4. Community hospitals are defined as all nonfederal, short-term general, and other special hospitals. Other special hospitals include obstetrics and gynecology; eye, ear, nose, and throat; rehabilitation; orthopedic; and other individually described specialty services. Community hospitals include academic medical centers or other teaching hospitals if they are nonfederal short-term hospitals. Excluded are hospitals not accessible by the general public, such as prison hospitals or college infirmaries.
5. Fred Michel, MD, Chief Medical Officer at Mental Health Partners, in an interview with the author, June 30, 2017.
6. Brauer and Kaiser (n.d., p. 18).
7. SocialSecurity.gov (n.d.).
8. Mohr (2003, p. 5).
9. Donai (February 2014, pp. 26–28).
10. Investopedia (2018).
11. Mohr (2003, pp. 19–21).
12. Carl Clark, MD, Chief Executive Officer at Mental Health Center of Denver, in an interview with the author, January 16, 2018.
13. David Dobrzykowski, PhD, MBA, in an interview with the author, April 23, 2018.
14. Lisa Potter, MHA, MBA, Chief Financial Officer, AseraCare, in an interview with the author, June 6, 2018.
15. Sohnen-Moe (2016, pp. 289–91).
16. Julie Artigliere, PhD, Speech-Voice Pathologist and President of Center for Vocal Health, in an interview with the author, October 30, 2017.
17. Dixie Casford, MA, LPC, MBA. Vice President of Acute Care Services at Mental Health Partners, in an interview with the author, October 20, 2017.
18. Joanie Gergen, CRCR, Director of Revenue Cycle at Mental Health Partners, in an interview with the author, December 28, 2017.
Chapter 4
1. Dixie Casford, LPC, MBA, in an interview with the author, October 20, 2017.
2. Dixie Casford, LPC, MBA, in a conversation with the author, November 8, 2018.
3. Barbara Becker, JD, PhD, LPC, in an interview with the author, November 7, 2017.
4. Jim Monk, DDS, in an interview with the author, October 30, 2018.
5. Roy Starks, MA, in an interview with the author, June 12, 2018.
6. Covey (1989, pp. 287–89).
7. Ibid., p. 292.
8. Donovan (2014, p. 14).
9. Ibid., p. 30, 34.
10. Rath and Harter (2010, pp. 5–7, 153–6).
11. Ibid., pp. 5–7.
12. Buckingham (2005, p. 224).
13. Ibid., p. 225.
14. Ibid., p. 279.
15. Ibid., p. 284.
16. Bill Milnor, MA, VP of Business Processes, Mental Health Center of Denver, in an interview with the author, October 12, 2018.
17. Bill Milnor, quoted in Open Minds Executive Briefing, December 2, 2010. “Weeding out the Clinicians in Managers’ Clothing,” https://www.openminds.com/market-intelligence/executive-briefings/120210-response-staffing-management-clinical (accessed December 7, 2018).
18. Michael Sullivan, MD, in an interview with the author, November 7, 2017.
19. Fred Michel, MD, in an interview with the author, June 30, 2017.
20. George Eliopulos, MD, in an interview with the author, June 30, 2017.
21. David Bachrach, MBA, FACMPE/LFACHE in an interview with the author, April 19, 2018.
22. Sohnen-Moe (2016, p. 58).
23. Blanchard and Diaz-Ortiz (2017, p. 89).
24. Jean Rosmarin, PhD, in an interview with the author, October 17, 2018.
25. Dweck (2006, p. 110).
26. Collins (2001, pp. 85–86).
27. Logan and King (2008, p. 83).
28. Kay Martin, LCSW, in an interview with the author, June 1, 2018.
29. Goldsmith (2007, pp. 165–6).
30. Markle (October 21, 2018, p. 6K).
31. Goldsmith (2007, pp. 170–5).
32. Ibid., pp. 166–9.
33. Gene Dankbar, MS, MBA, in an interview with the author, October 24, 2017.
34. Elvira Ramos, in an interview with the author, October 24, 2017.
35. Carl Clark, MD, in an interview with the author, January 16, 2018.
36. Vaccarelli (November 15, 2016).
37. Meadows (n.d.).
38. Annette Cannon, PhD, MSN, RN, Nursing Instructor at Platt College, in an interview with the author, October 19, 2017.
39. Christina Loetscher-Whetstone, RN, in an interview with the author, March 26, 2015.
40. Kelly (2007).
41. Donovan (2014, pp. 30–32).