People Make the Revenue Cycle Go Round HR issues and strategies the new normal Terri Meier, Director Patient Financial Services Stanford Health Care

Agenda Recruiting On-Boarding Employee Engagement Training/Education/Professional Development Retention Succession Planning

As revenue cycle leaders there are many directions we can look to improve financial performance. –Process Improvement –Technology However, we realize that the keys to any process improvement or technological initiative are the people involved, and the staff that will follow the processes and use the technology on a daily basis.

In The News Facing down the challenges of healthcare HR - Healthcare Finance News Sep 14, tips for effectively recruiting, engaging and retaining top healthcare employees – Healthcare Finance News – Dec 3, 2012 Innovating human resources – Healthcare Finance News, Sep 8, 2014 Maintaining A Highly Qualified And Productive Team – Best Practices in Revenue Cycle Staffing, Healthcare Business Insights 2015

Business Challenge Positions across the revenue cycle are absorbing more responsibilities as regulatory pressures increase and system conversions shift priorities.

Recruiting Recruiting strategies Screening tools and multi-step interviews to identify best-fit candidates Job fit considerations HFMA Job Bank

Onboarding Orient them before the first day Train them to fit, not just perform Communicate often Assign a mentor First impressions last a lifetime

Employee Engagement A high level of staff satisfaction can have a large, lasting impact on overall performance “ Happy employees equal happy patients” – Lydia Ostermeier, Director, Indiana University Health, and National Association for Health Care Recruitment President

Training/Education/Professional Development Type of training Delivery technics E-Learning Development of training Linking training to performance On-going education

Retention Survey staff to build a strategic retention plan

Succession Planning It’s vitally important to have a succession plan in place – and to keep revisiting and updating it Succession plans keep the pipeline flowing with top talent and give star performers confidence that there are future opportunities for them within the organization

Questions