STAFF PERFORMANCE & RETENTION
Humanry’s training and technology result in decreased turnover and increased profit.
If your front office staff is not recognized & rewarded, you are losing patients.
Most practices report the highest turnover rates for their front office employees.
The Medical Group Management Association has found that the turnover rate for front office staff is 20%, which is the highest of any occupation in the medical industry.
Below are 6 of the biggest causes of front-office employee turnover in medical practices.
6 Overlooked Causes of Front Office Employee Turnover & Our Solutions
Here’s the good news: Excessive front office employee turnover is preventable. Taking steps to chip away at top causes for your practice can have a major impact. Here are some top contributors to people leaving.
(1)
Low Compensation
When front office staff leave medical practices, compensation and benefits are a major reason, especially for younger employees.
* The LinkedIn Talent Trends survey found that compensation and benefits as the No. 1 reason they change jobs.
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SOLUTION: Tie performance-based bonuses to staff inviting your patients to review and refer new clients. Humanry tracks the successes of each staff member. With Humanry performance-based bonuses are a snap!
(2)
Inefficient Communication
Communication is key, regardless of industry. However, in medical offices, it’s especially crucial that needs and expectations are clearly communicated between the administration and medical staff.
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If customer-facing employees aren’t giving their best, it can reflect badly on the organization as a whole.
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SOLUTION: Every medical practice Humanry works with has a dedicated account manager. We listen to your staff, build staff recommendations into your program, and even provide additional training when needed.
(3)
Lack of Recognition
Many front office employees report not getting recognition for their efforts.
Medical offices often require demanding tasks and long hours across all levels of the organization. Unfortunately, many front-office employees don’t feel that their contributions are noticed by management and executives.
They may also start to believe that it doesn’t matter how hard they work and instead of trying to give more, they’ll start giving less.
SOLUTION: Humanry focuses performance discussions on metrics, starting with wins, paired with constructive steps on what to improve. We actively encourage two-way feedback from your entire staff. By building trust opportunities, ways to improve the program’s efficacy surface quickly.
(4)
Needing Purpose
Workism, “the belief that work is not only necessary to economic production, but also the centerpiece of one’s identity and life’s purpose” is real.
Think about it. when you engage in small talk with new acquaintances, “So, what do you do?” is a top conversation starter. No wonder then that medical professionals consider it important to work for an organization and in a role, they are proud of.
SOLUTION: In Humanry’s onboarding process the front office team is shown how essential they are to a patient’s experience. After all, they are the face of the doctor’s office.
* After onboarding, you are likely to overhear your front office employees explaining to their families how crucial they are to your practice’s success.
(5)
Unclear Expectations
A serious source of stress for many employees is not knowing what they will or should be doing. If job expectations aren’t clearly communicated, staff may decide it’s time to find a more fulfilling job.
Employees may also become unhappy if they feel like the job they’re doing doesn’t align with what they think they’ve been hired for.
SOLUTION: Humanry builds and communicates clear expectations through the entire training process. We are upfront about both the positives and the challenges of word-of-mouth marketing, and make sure your staff knows exactly what is expected of them.
(6)
Boredom
The ironic aspect of boredom in medical offices is that no one feels good about an excess of slack time.
In fact, LinkedIn’s Talent Trends survey found that Generation X is most likely to quit or decrease in productivity because their work lacks a steady flow of challenges.
SOLUTION: With Humanry’s systems your front office staff has the training and tools to contact past patients, resulting in potential recognition and rewards.