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Company, Hiring, Operations, Strategy

The Employee Review Process

By on

September 16, 2019

- Company, Hiring, Operations, Strategy

Introduction

Employee reviews have been a part of the workplace forever. Most companies provide employees with a 90- day review and then an annual review. Companies vary on how reviews are done, but the main objective is to provide employees with real and specific feedback surrounding their work performance. Reviews can be burdensome for managers and Human Resources, as they require a lot of time and effort to complete. The truth of the matter is that employee reviews are a critical part of employee morale and success at work. The employee review process should be a significant part of your company in order to achieve amazing results.

From the perspective of the employee

Employees who are invested in their work crave feedback. In addition, positive feedback is almost as important to an employee as a paycheck. It reinforces their purpose, and they feel good. Of course, not all feedback is positive, but even negative feedback, if given in the spirit of growth and development, can have a lasting impact. For instance, if an employee continues to fall short in their presentation skills, hearing that from their manager with tools and a plan to improve will motivate that worker to focus on that area. In addition, it fuels further discussion and gives the employee something more to work towards.

Reviews and Raises

If nothing else is taken from this article, heed this one piece advice. Make it very clear from the onset of employement and onward, that reviews do not necessarily guarantee or coincide with pay increases. The discussion of money needs to be its own discussion. If the two are tied together, it creates a roadblock for transparency and motivation. Does it make sense to constructively criticize work performance in one or more areas and then give a raise? Likewise, does it make sense to set the standard that each review that yields positive results also yields a raise? Separate reviews from raises. Both are important, but not tied together as one.

Bringing it all together

Employee reviews are important for many reasons. They are living and breathing documents that record an employees performance. They serve as motivational literature, and put sub-performaning employees on notice that improvement is necessary. Finally, they serve as a reminder to everyone what the company’s vision, goals, core values, and mission are. All companies, regardless of size, should have a standardized review process in place. It will make all the difference in the world. For more information or help with implementing a review process, contact Link1 Healthcare Solutions at Link1healthcaresolutions.com.

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Customer Service, Operations, Process Management

The Intake Process

By on

August 29, 2019

- Customer Service, Operations, Process Management

Are your calls being answered?

One of the most common complaints patients or prospective patients have is that when they call to make an appointment, their call is not answered. How frustrating this must be. In many instances, it takes a lot of courage to make that first phone call to seek help. When the call is not answered, it sets off a chain reaction of events that ultimately delays or prevents somebody from scheduling an appointment. This issue is unacceptable, but also very fixable. The goal of every healthcare organization should be for the Intake Process be set up so that all callers that are trying to schedule an appointment be able to do just that.

Ensure patients can get through

There are two ways to guarantee that a patient can reach a live person to schedule an appointment.

  1. Technology- Most phone systems have easy to set up and use call center technology, and most businesses use some type of this. To sum it up, a caller is put into a queue until the next available live operator can answer. On the provider end, when an operator hangs up with a previous call, their phone will ring with the person waiting in the queue. Everyone that has ever been on hold knows how this works.
  2. Implementing standard operating procedures for call center staff- The technology is only effective as the people who use it. Front or back office staff charged with answering calls must follow the procedures and be measured on their success or shortcomings. The systems usually has good reporting tools to ensure KPI’s are being met.

Guarantee It

By combining technology and strong SOP’s, a provider should be able to guarantee that a caller can reach a live scheduler during listed hours of operation. This will eliminate phone tag, and allow more efficient scheduling and treatment of a patient. Too many people want, need, and seek out help only to be let down by an antiquated scheduling process. Guarantee service, and everyone wins. For assistance in setting up the technology or creating and implementing a process and standard operating procedures, visit us at www.link1healthcaresolutions.com.

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Hiring, Operations, Recruiter

4 Company Benefits of Using a Recruiter

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August 26, 2019

- Hiring, Operations, Recruiter

What does a recruiter do?

Have you ever added up the amount of time and money it costs to source, recruit, interview, negotiate, and hire somebody? The numbers are staggering. Manpower is stretched and other top priorities are dropped as the focus has turned to filling a position. If your company is like most, then you need to seriously consider working with recruiters to fill various positions.

4 Benefits for working with a recruiter:

There are many, many reasons to work with an outside recruiter to fill your vacant positions. The main goal for any company is to hire the best talent in the least amount of time. This strategy will keep your company running smoothly. Here is how a recruiter can help.

  1. Recruiters have extensive networks- These networks are filled with applicants that recruiters know and have vetted already. If there is an applicant in the network that is a good fit, the time to hire can be reduced significantly.
  2. Recruiters will dedicate all their time to fill a position- This is why you hired a recruiter. They are charged with presenting you with the best candidates, and that is what you are paying them for. You do not have to disturb your team and change their routines (which can be a very difficult thing).
  3. Recruiters are experts in interviewing- Recruiters know what to ask, and just as importantly, what not to ask. They are up to date on laws which govern what can be asked of an applicant. In addition, good recruiters know how to parse out standard interview answers that may be rehearsed, from real, thoughtful responses. This often separates a good candidate from a bad one.
  4. Recruiters will ultimately save your company money- Although you will have to pay for a recruiter’s services (usually a percentage of the new hires’ first year salary), this pales in comparison with the cost of lost productivity and time spent by current company leaders trying to hire someone.

A Strong Partnership:

A good recruiter will become one of your most trusted partners and advisers. As they present to you top talent for you to hire, you will start to see the value they bring to your company. In fact, as your relationship blossoms, you will be able to cut down the time of having an open position substantially. Don’t scramble to try to fill a vacancy. Use a trusted professional, and your company will be that much stronger.

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Customer Service, Operations, Strategy

Patient Testimonials and Reviews– What Every Provider Should Know

By on

July 16, 2019

- Customer Service, Operations, Strategy

Patient testimonials and reviews can help build and solidify your name:

Healthcare providers must always find ways to attract new patients. That is the only way to grow and become a thriving health care organization. This is true for a single provider or a large practice. The way people shop for services is directly through online searches and reading reviews and testimonials. That being said, it is critical that providers have a vibrant and engaging online presence. Testimonials, which typically are seen on the provider’s website, and reviews, which may be seen on sites like Yelp or Google go a very long way to building and solidifying a name.

Easy access:

Your expertise, care, and client-centered service should speak for itself. In other words, make it easy for a patient to leave a review or testimonial. Happy customers or patients are generally excited to share how great their experience was. Provide easy to use tools and technology to help somebody leave a review. Send them a link or text at the end of a visit. The less work somebody has to do, the more likely they will help.

Providers may want to thank people for leaving a review or testimonial with some kind of reward, such as a gift card. Stay away from this type of practice. In addition, stay away from offering patients’ entries into raffles or discounts on current or future services. The Federal Trade Commission has guidelines that prohibit this type of reward system. To sum it up, the FTC wants there to be a disclosure next to the review that some kind of reward was given in exchange for the review. That may not be the case, but that is how the guidelines are currently constructed. Providers don’t want that that disclosure, nor do they want to be in violation of any rules. There is no guarantee that the FTC would ever learn about or investigate a practice, but you never want to take any chances.

In addition to the FTC, the government prohibits any type of activity that resembles a “kickback”. A kickback refers to any type of payment or reward in exchange for a referral. Although the spirit of the law is to prevent doctors from paying other doctors for referrals, it still applies when it comes to paying for a review or testimonial. The bottom line is to remain ethical and law-abiding to avoid any problems. Stay away from directly rewarding patients for individual reviews, testimonials, or referrals.

What can providers do to show appreciation?

Providers do appreciate any help in acquiring new patients and should express that gratitude. Showing appreciation also reinforces the referral behavior. Here are two things that can be done legally and ethically.

  1. Send a thank you note any time an online testimonial, review or other referral is given. Although there isn’t a monetary prize given, it shows consideration and recognizes that the provider is appreciative.
  2. Keep track of who writes reviews and who makes referrals. One time per year, send a thank you note along with a gift card. The card can read something like this, ‘ We appreciate your confidence in our services, and allowing us to continue to grow.’ This one time per year gift can be given because it encompasses a concept, not a reward for a specific thing. In other words, there is no direct link between that gift card and a single referral or testimonial.

To wrap it up:

While providers should not directly ask or reward an online testimonial or review, it is important to have easy ways for patients to leave them. Positive reviews and testimonials will increase online traffic and ultimately lead to new patients. A provider’s name and reputation are the most important thing that they have. Future patients should have every opportunity to read about how great a provider is.

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Customer Service, Operations, Process Management

Patient Access: Half of the Equation for Great Patient Experience

By on

June 12, 2019

- Customer Service, Operations, Process Management

Most healthcare companies are allocating resources towards improving patient access.  Simply put, patient access refers to patients having some sort of control over when and where they receive care. From the provider’s point of view, patient access comes down to how easy a prospective patient can schedule an appointment. In today’s crowded healthcare space, it is critical that patients can (1) connect with somebody to schedule, (2) have a smooth and efficient registration process. Patient access is strongly connected to the operations of the hospital, clinic, facility, etc. Having available operators to answer every call is one important component, but if the scheduling system is bad, insurance questions aren’t answered, or billing information is inadequate, then patient access would be graded poorly.

Patient Access and Customer Service

Patient access goes hand in hand with customer service.  Healthcare providers should map out their scheduling and registration process through the eyes of the patient paying attention to these questions.

-How easy is it to speak to a live person?

-Is there an easy to use, easy to find internet platform where patients can communicate?

-Is registering quick and easy, avoiding inefficiencies and repetitive questions?

-How quickly does the providers’ office return a communication to a patient after a message has been left?

Pay Attention and Set Yourself Apart

Having a world class patient access system is not easy, but it should be the goal. It can be difficult for a patient to schedule an appointment, and especially so if their issue is serious or very personal. Once they have built up the courage or finally decided to make an appointment, how terrible would it be for them if the systems on the provider’s side caused more anxiety or trouble? Healthcare providers must pay attention to the service they provide as much as they do the treatment.  When the service and treatment work together, the patient experience will be something to celebrate and be proud of.

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