Leadership

My Pathway to Becoming an MSP

By Bernadette C. Jones, MHA, CPCS, CPMSM

Throughout life, we often find ourselves at crossroads, uncertain of the paths that lay ahead. During my senior year of high school, as my peers prepared for college, I found myself drawn to the medical field, intrigued by the prospect of making a difference in people's lives. With little direction, I secured a job at a local medical practice, tasked with the responsibility of filing medical records.

The catalyst for my healthcare journey happened in 2006. My mother, my pillar of strength and guidance, was diagnosed with terminal cancer. Before her passing, she made me promise to pursue higher education, to nurture my independence, and to forge a path of my own. In 2011, I took an opportunity at MedStar Harbor Hospital. It was there that I not only found a professional foothold but also a sense of purpose.

In my role as the executive assistant to the president and chief medical officer (CMO), I found myself in a position that not only broadened my understanding of hospital operations but also ignited a newfound sense of purpose. I became intimately familiar with the functions and responsibilities of the medical staff office (MSO). Recognizing my enthusiasm and aptitude for MSO-related tasks, my CMO entrusted me with additional responsibilities, offering me the opportunity to assist the administrative manager of the MSO. This opportunity provided me with invaluable insights into the intricacies of credentialing, privileging, and regulatory compliance.

Shortly after obtaining my master's degree, MedStar Health announced leadership changes, including its new AVP of medical services, Melissa Walters. Introduced to Melissa by my CMO, our initial conversation blossomed into a dialogue filled with mutual understanding and shared enthusiasm. During that conversation, Melissa extended an invitation to the medical staff office retreat. As I sat among seasoned MSO professionals, I found my sense of belonging! A few weeks later, the administrative manager informed me of her plans to retire. Believing in my capabilities and potential, she expressed confidence in my ability to seamlessly assume her role. I interviewed and accepted the position, beginning my MSP journey.

As COVID-19 made headlines across the globe, healthcare underwent significant transformations. The landscape shifted overnight, with new protocols and procedures implemented to curb the spread of the virus. During the chaos, I saw an opportunity for growth. I immersed myself in training, eagerly soaking up knowledge from my peers and mentors. Yet, amidst the chaos, I found purpose. Each challenge presented an opportunity to demonstrate resilience and resourcefulness.

Upon assuming my role in the MSO, I wasted no time in initiating change. I reorganized the office and refreshed outdated policies. Collaborating with system colleagues, MedStar Health embarked on its transformation journey toward becoming a fully electronic MSO, leveraging technology to streamline processes and enhance efficiency. Less than a year into my administrative manager role, I was presented with an opportunity — the chance to assume the director position for two of MedStar Health’s hospitals in Baltimore City. However, this prospect was not without its reservations. MedStar Harbor Hospital held a special place in my heart; it was more than just a job — it was my home. The thought of leaving my comfort zone filled me with apprehension. The advice from my mentor, “Growth seldom occurs in the confines of comfort,” helped me make the decision to accept the position.

Accepting the director position marked the beginning of a new chapter in my professional journey. Despite feeling a mix of fear, anxiety, and excitement, I embraced the opportunity. The warm welcome from the medical leadership provided a reassuring sense of support. With determination and resilience, I quickly acclimated to the demands and responsibilities, ready to make a meaningful impact. Amidst these changes, our Baltimore hospitals experienced additional shifts in MSO leadership. In a surprising turn of events, I found myself assuming responsibility for MedStar Harbor Hospital once again, adding another layer of complexity to my role.

As part of my employment agreement with MedStar Health, the pursuit of certification became a priority. In 2023, given the challenges of a new role and juggling the responsibilities of single motherhood, I began to prepare to sit for certification as a Certified Provider Credentialing Specialist (CPCS®). Despite my best efforts, I fell short during my first attempt at the CPCS test. The disappointment was palpable, and I questioned my abilities. In the face of adversity, I found comfort in the unwavering support of my leadership team at MedStar Health. Rather than succumbing to defeat, they rallied around me, encouraging me to persevere. With renewed determination, I resumed my studies, armed with the invaluable lessons learned from my initial attempt. I reapplied to take the CPCS test, determined to turn my setback into a triumph, and I passed! I was now officially a Certified Provider Credentialing Specialist!

An additional change to my role came as our health system underwent reorganization in 2024. With an additional hospital, I was bestowed the title of interim regional director of Baltimore North, now overseeing four hospitals. The familiar feelings of fear, anxiety, and excitement resurfaced as I stepped into this expanded role. The key to my success in navigating these challenges has been the collaborative efforts and unwavering support of those around me.

Throughout my journey to becoming an MSP, I have learned the invaluable lesson of humility. MSPs play a crucial role in ensuring the safety of our hospitals and communities. As gatekeepers, we diligently work on the frontlines to safeguard against potential risks, protecting both patients and healthcare associates alike. This recognition of the importance of our role instills a sense of purpose and responsibility that drives me forward each day. I often find myself wishing that my mom was here to witness where I am today and that I had the opportunity to thank her for the push she gave me. Her guidance and support have been instrumental in shaping my journey, and I am forever grateful for her influence in my life.