(e)Merging Practice Growth Trends:
Healthcare Customer Service
Trainings a Bust When Employees Lack Corporate Values
Healthcare employment is on the rise, with the
industry adding an average of 22,000 jobs for each of the last 12 months. In
January, new healthcare jobs accounted for about 30% of all new U.S. jobs. This
isn't just an opportunity for those looking for industry jobs, but those hiring
is the perfect time to evaluate how well an employee's beliefs align with your
corporate values," says Kellie Eisenhauer, a human resources expert at (e)Merge
who helps healthcare organizations evaluate applicants. "It's essential that
your new hires respect and share your corporate values for many reasons, but
especially for effective customer service training. Patient-facing employees
will not adhere to your standards of service unless they truly believe in your
standards and values."
wait... customer service training in healthcare? Most of us associate customer
service with hotels, restaurants and retail. "The concept is permeating the
healthcare sector. It's important to have customer service training because
many if not all of your employees are interacting with patients and shaping the
experience those patients have within your walls."
"The cost of a bad hire
that is customer-facing is very high considering the hiring and ramp up costs,
poor productivity, lost revenue and potential damage to the organization's
reputation," adds Jamie Verkamp, Director of Growth and Development at
(e)Merge. "That's why it's so important to see if they share your company's
values from the start...so you can make a decision that will positively affect your
patient base and work environment."
February was an exciting month here at (e)Merge
because our Partner, Jamie Verkamp launched a list of new speaking
topics. Some of her new presentations include:
Patient Engagement: What it
Means to You in Becoming an ACO
Why Smart Employees
Underperform and Seven Hiring Hazards to Avoid
Becoming an Employer of Choice:
Attracting & Retaining the Very Best People
Are Your Managers on Track to
Deliver? Diagnosing Critical Management Derailers within Your Organization
Verkamp also speaks on improving the patient
experience to increase referral volumes, how to communicate your current
practice resources to attract the new generation of patients and how healthcare
leaders should utilize social media to boost their bottom line. She speaks at
over 30 events each year and is seeing significant increase in demand for the
new topics. To learn more about Jamie's presentations, contact Linsey Grams at Linsey@emergewithus.com, call 816-326-8464 or visit our website.
Put it into Practice!
Take advantage of the tools that help practices put the right
people in the right position. Tools like our Profile XT assessments can
help your practice:
Evaluate an individual relative to the qualities required to
perform successfully in a role
Learn an individual's reasoning style and behavioral traits to
match specific job roles
Conduct a successful interview and select people who have the
highest probability of success
How does your Practice Measure Up?
With our exhaustive 130 point mystery
shopping review, you'll know the answer. Give us a call or
email Jamie today to discuss how our mystery shopping
services can ensure practice growth in 2011!