(e)Merging Practice Growth Trends:

  March Update

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 new workers.

"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."

But 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's Highlights:

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!