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Adapt Your Onboarding Plan to
Today’s Virtual Environment
S T R A T E G Y S E S S I O N S :
Today’s Presenters
Mitzi Kent, RN, BSN
Partner, Barlow/McCarthy
Carrie Bennett, FACHE
Chief Operating Officer, Marketware
• Help you understand community &
organizational needs
• Integration of qualiative & quantative
approaches
• Readiness to grow
• Identify priorities
• Assessment of existing process
• Physician orientation
• Message development
• Tracking & reporting capabilities
• Provide tactical support
• Sourcing strategies
• Email blasts
• Provide proactive cold calling & screening of
candidates
• Monthly detail reports
• Team assessment & development
• Sales training
• Field coaching for results
• Best practice sharing
• Models for issue resolution process, tracking
& reporting
Medical Staff
Development
Planning
Recruitment/
Physician Liaison
Team Training
In-House Search
Solutions
Onboarding &
Retention
1 2
34
About Us — Barlow/McCarthyThe strategy, tactics & tools you need to attract & retain the right physicians
ascend–physician
relationship management
scout–business intelligence
embark–physician
recruitment & onboarding
centric–physician marketing
About MarketwareWeb-based Healthcare Relationship Management & Data Analytics
Onboarding that Drives Results
When Done Right,
Physician Onboarding Drives Results
Increase
retention
Increase
productivity
Increase
satisfaction
Increased
system alignment
Decrease
ramp up
Ø 85% of organizations “say”
they have an onboarding
process for physicians
Ø Only 33% have a
formalized process
Onboarding Realities
Orientation VS Onboarding
Orientation Onboarding
• Short term (1 -2 days)
• HR/paperwork focused
• Process based
• Not relationship based
• Begins before physician’s first day
• Extends through 3 -6 months to a
year after hire
• Focused activity with a goal of joint,
long term relationships for all parties
• Relationship building
Key to a Results-Driven Onboarding Program
Identify key
touchpoints
Focused checklist
& check-ins
Create a plan
for growth
Help the family
grow roots
Nurture roots
over time
Identify Key Touchpoints for New Providers
Recruitment
• Understand the need
• Inclusive site visits
• Honest, open view
• Interviewing for ‘fit’
• Contracts that meet
joint expectations
Relocation
• Relocation guidance
• Immediate
credentialing
• Shared data collection
& processing
• Practice set up support
Integration
•Orientation to practice
• Introductory meetings
• Call coverage
• Systems training
•Mentorship
Create connections
• Identifying patient
pipelines
• Understand capabilities
& key differentiators
•Marketing guidance
• Intro to community
• Facilitate strategic
outreach visits
•Don’t forget about
the family
Beyond launch
• 100-day mark
• 200-day mark
• 300-day mark
• Check-ins during
years 2 & 3
• Incorporate physician
feedback tools
(i.E. New physician
focus groups,
satisfaction surveys,
exit interviews
Focused Checklist Organized in Work StreamsWork Streams Major Activities Owner
Orientation Pre
& Post Start Date
• Pre-start date communication &
expectations
• Key contact introductions/welcome
• Organizational mission, vision & values
• Patient population/community
• Clinical practice protocols
• Practice/hospital policies & procedures
• Start day, week, & month schedules
Credentialing
& Employment
• Licensing, payer & hospital
credentialing/privileges & malpractice
coverage
• Applications, paperwork & approvals
• Compliance training
• New employee applications/forms,
photo, ID badge & health screenings
Practice Setup
& IT
• Office set-up & operations details
• Phone number
• Stationary, signage
• Support staff needs
• Hardware needs
• Email & EMR set-up
• EMR training
Marketing• Communication & marketing plan
• Practice growth metrics
• Website updates
• Call center integration
• Physician relations field plan
Integration• Introductions: hospital & group practice administration, physicians,
advanced care providers/staff & hospitalists
• Personal relocation
• Family into the community
Month 1 Month 2 Month 3 Month 4 Month 5
Credentialing* - Hospital & Payer
HR Employment
Practice-Set/Up Orientation/Integration
IT
Marketing Prep Marketing Implementation
RelocationsCommunity Integration
First dayOffer accepted
Work Streams Overlap to Expedite Process
Onboarding
Team
Marketing
Recruiter
Physician
Liaison
Practice
Manager
HRCMO
IT/EMR
Trainer
Med Staff
Coordinator
Onboarding
Coordinator
• Identify team
• Who will be responsible
for what role
• Onboarding tool-kit
• Orientation checklists
Key Members of Onboarding Team
Provider Name – Specialty (Employed vs Independent)
• Last provider communication
o Concerns
o Resulting action items
o Status of Follow Up
• Completed items
• Correction for past due items
• Upcoming items (due)
Sample AgendaReview Onboarding for
Providers Signed to Start
Last Provider Communication
• Subject
• Concerns
• Resulting Action Items
• Status of Follow Up
• Productivity
• Ramp Plan
Liaison & Practice Stats
• Road Show Update
• Community Integration Activities
• Ex. Satellite Clinic Opportunities
• Review Referral Reports
(Inbound/Outbound)
Marketing Update
• Digital Strategy
• Collateral
• Practice-Provider Specific Marketing
• Hospital – Service Line Marketing
Sample Agenda, continued…Review Providers within 6 Months of Launch
Making the Shift to Virtual
In a poll last week, over 100 physician recruiters
mentioned they were in the process of going virtual with
their onboarding plan. According to their responses, the
most difficult part of this transition including the following
work streams:
• Relocation
• Introductions
• Training, &
• Practice Development
Health Assessment
HR Paperwork
Medical Staff
• Development of modules.
• 15 min Zoom share screen instructions.
• Mail welcome packets.
Orientation
Finding a home
Getting the family
settled in
Making community
connections
• Work with realtor that will do virtual house tours.
• Set up day with significant other for virtual vendors.
• Assist with creating timeline for move.
• Engage realtor to assist with short-term housing & fostering
community connections.
Relocation
Hospital EMR training
Practice EMR training
Billing & coding
Social media policies
• Dedicated virtual time with an EMR team member to learn &
navigate the system.
• Have Regional Coding Specialist prepare modules for all
things compliance.
o Policies & Guidelines
o Coding University
o Medical record documentation
• Social Media Policies.
o Examples of “what good looks like”
o What to do /What not to do
Training
Medical staff
Practice partners
Hospital/practice staff
• Establishing connections & building relationships is key
piece for onboarding.
• Building virtual introductions becomes important part
of your process.
• Narrow list to key stakeholders.
o CMO
o Practice partners
o Key directors
• Provide intro sheets.
• Zoom meet & greet.
Introductions
Marketing/PR
Community
• Develop marketing plan with new provider.
• Distribute press release.
• Send physician announcements to key organizations (rotary
club, kiwanis club, etc.).
• Send physician announcements to business & industries to
share with employers.
• Strategic use of web banners & email blasts to spread the
word electronically.
Community Engagement
Introduction to targeted
referral sources
• For specialists….develop outreach plan with new provider.
• Key questions to ask the provider:
o What is the vision? What is the market strategy?
o What are your expectations around?
o Share what has been done successfully to build
other practices.
Practice Development
Is this a new physician….
• replacing a department physician?
• being added to meet demand?
• a strategic add?
Planning Ahead to Unlock Growth
• Data-driven targeting
o Internal
o External
o Field intelligence
• Limit loyalists depending on end goal
• Assess physician readiness
• Monitor your results over time
• Make revisits as needed to nurture new connections
Preparing to Play Matchmaker
Based on your existing referral logs, what
business can you not afford to lose? What
can we do to maintain these partnerships?
Which referral partners appear to be splitting
their business between us & our key
competitors? What can we do to shift these
partnerships in our direction?
Are there new patient pipelines out there?
How can we further explore & maximize
these opportunities?
• Volume trends
o New Patients
o All patients
o Encounters
• Outreach Connections
• First time vs repeat referrals
Follow Up
What is the impact of your efforts to
connect your new provider(s) &
potential referral sources?
• Onboarding is critical part of retention success.
• Everyone’s job = No one’s job.
• Evaluate as a team what activities need to occur for a
successful launch.
• Earmark those that cannot be virtually & brainstorm as a
team how to handle these.
• Onboarding done well has a defined plan, internal
commitment, & accountability.
Final Thoughts
Thank You
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