People Make the Revenue People Make the Revenue Cycle Go RoundCycle Go Round

HR issues and strategies the new normalHR 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, 2011• 5 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