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I the world of healthcare’s volatile industry pressures and parameters, the administrator’s role is an integral component of success in terms of direction, management and cohesion of the multiple facets that comprise a functional healthcare delivery system.

Since 1999, Mark Grasela has employed the ideals of effective administration at Heritage Medical Associates, a large, multi-specialty practice that features a number of ancillary services to complement physician care. His Fortune 500 management skills, business savvy and insight into motivating employees have enabled Graslea to position Heritage Medical Associates as a leading practice in Nashville’s highly competitive medical community.



What do you perceive the role of ‘administrator’ to be in today’s healthcare community?

The role is one of strategically positioning your practice to effectively compete given the major competitive and financial pressures in the industry today. The most important attribute a future administrator can bring to the table is integrity, which if rooted in strong technical skills, will develop the trust that is critical to the physician and administrator relationship.



What do you think is the most important tool a practice manager can have & how do you employ that tool in your practice?

A strategic plan founded around our corporate mission … everything must serve this plan/mission. As issues and opportunities surface, we assess them in relationship to our plan/mission. Success is the attainment of strategic goals by focusing the organization and providing it the resources and direction to achieve our mission.



 What do you find to be the hallmark of an efficient practice?

Long term planning that assesses key market drivers and identifies related tactics that need to be employed to respond to these drivers.



What are some of your best practices on a day-to-day basis?

Walking in the clinic and support departments to speak to all staff members to give them a  “connection” to administration and emphasize their important role in the organization; daily monitor of cash flow; monitoring our progress against our strategic plan; … read, read, read industry publications



What is the biggest challenge you face right now and what are you doing to mitigate that challenge?

Flat reimbursement and escalating costs are the largest challenges we face.  Automation, new services and our growth strategy all are focused on addressing this challenge.



 Any advice for other practice managers?

When in doubt employ the 80/20 rule, it keeps one’s perspective above the fray



Nashville Medical News Note: The 80/20 rule refers to the Pareto Principle, also known as the law of the vital few, which states that in many cases 80 percent of the effects come from 20 percent of the causes. In business, that translates to 80 percent of your business comes from 20 percent of your clients.



June 2008

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