Are your employees ready for the new (virtual) reality?

The world of health has been turned upside down. The pandemic has brought about changes in the way our sales, operations and financial teams do. As a result, owners and managers are faced with reinventing existing business models, adapting new technology and reimagining all aspects of patient care and customer interactions.

This new world requires new skills and talents and the ability to form sales teams at a hyper fast pace to survive and thrive in the years to come. You simply cannot operate your business or succeed in your work by doing things the same way as before COVID-19. Now, successful home care providers, owners, and employees need to move to and excel in new hybrid and virtual work models.

Assuming new skills

Whether you’ve been working for years or are just starting out, professional development and training in this virtual world may seem intimidating, but it’s critical to your patient care, revenue cycle, and sales teams. You need to master new skills or you will have to face the fact that your practices are outdated, which can make you a victim of more than one of the harshest business climates of our lives.

It is important to re-imagine all the work in your company and look closely at training programs that support the changing learning needs of a remote workforce, to meet the needs of retraining or refinement, and to provide a digital transformation in your company. By engaging in strategic conversations ahead, leaders can facilitate a well-planned and impactful learning strategy that enjoys greater stakeholder participation and results in a better experience for students. When the learning strategy is later, it is more difficult to make it effective, jeopardizing the overall outcome and sustainability of an offer.

Meet management needs

While all teammates need to adapt to be productive at home, managers will need to rethink how they work with their teams, measure performance, and involve remote teammates. HR and training professionals have the opportunity to provide training in line with changes in their organization’s strategic direction, as well as offering policies to address the gaps they observed in 2020 and the first quarter of 2021.

Consider creating training on the following topics:

  • Creating excellent virtual interactions with customers
  • Measure productivity when managers cannot personally control employees
  • Reset expectations in a remote computer environment
  • Support peers and be flexible with them to enable success
  • Building predictable and repeatable results in all aspects of the business

What I like about this new virtual world is that we can produce predictable, repeatable, and scalable results that provide better experiences and patient care along with sales growth for your business. Because all virtual meeting platforms can record every patient-client interaction, you can now address customer service issues like never before.

The industry has an incredible opportunity to standardize all patient and client interactions and follow-up procedures, just by recording the interactions.

Business excellence modeling

Now every owner or manager has the ability and responsibility to use a modeling approach to business excellence. Modeling in a business context is the ability to regularly reproduce successful results and excellence. Over the past 14 months, I have been part of a number of high-performance modeling projects in sales, patient care, and revenue cycle management that have had huge impacts in all areas, including improving satisfaction scores. of patients, cash flow, sales and profitability and reduced readmissions. .

Irish playwright George Bernard Shaw said, “If you have an apple and I have an apple and we exchange those apples, then you and I will still have an apple. But if you have an idea and I have an idea and we exchange these ideas, then each of us he will have two ideas. ” This is the essence and spirit of modeling.

Modeling is also the process of finding the best way to do something: the activity, methodology, language patterns, resources, and key performance metrics needed to get the best result achievable. Modeling is the process of getting a complex event, such as a sales call or patient setup, and dividing it into small pieces so that it can be systematized, documented, and taught to all team members in order to produce the best results consistently. .

Modeling is collaborative, generative and fun. Incorporate your teams: Let them be part of this process and create the ultimate way to do it in every aspect of your business. Companies that use their business modeling approach offered the highest level of patient care, while increasing shareholder value to record highs during pandemic disruptions and turmoil. Companies that accept this philosophy often experience the demise of the 80/20 rule, which states that 80% of all company success is driven by 20% of the team.

Once the model has been created, trained, tested, played vigorously, mastered, supervised, and recorded — and the team is responsible for it — you will immediately see that:

  • All colleagues perform every aspect of their work with a high degree of excellence and consistency.
  • Outcomes in all areas become predictable because training and skills are consistent.
  • Each partner treats problems and opportunities in the same way, getting the best results.
  • All customers have the same excellent experience, regardless of who they interact with.
  • All teammates know what is considered acceptable performance and are held accountable for running it because they have the right skills and training.

The bottom line is that training new skills for this new era of health care is a focus for everyone. Developing models and training programs for these new skills will allow you to train new and existing team members faster and better. This ensures that your organization will build a new culture of excellence, achievement, and high-performance accountability. Each team member will know exactly what to do and say in all situations to ensure maximum likelihood of success, which builds confidence and low stress levels, as everyone gets great results.

This commitment will take your business to levels that will set you apart from the competition, provide you with significant financial benefits, and make you a leader in home care.

Source link

Leave a Comment

Your email address will not be published. Required fields are marked *