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6/11/2019
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Building An All Star Team!
Chastity Werner, CMPE, RHIT, CRCR, NCP
CEO, Nationwide Prescription Connections
Independent Healthcare Consultant
Learning Objectives
• Boss vs. leaders
• Leadership qualities
• Building your dream team
• Training
• Setting goals
• Measuring
• Celebrating successes
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Managers vs. leaders
•Estimated 75% quit their jobs and leave organizations are within the control of managers.•Honesty•Challenging work•Recognition
Boss vs. Leaders
Boss
Give orders
Implement plans
Manage individuals
Do things right
Organize work
Leaders
Empower people
Coach teams
Do the right things
Generate ideas
Develop people
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Boss vs. Leaders
Boss vs. leaders
• Leadership failures
– Takes credit for others work
– Selfish and rude
– Blames mistakes on others
– Tyrannical and cruel
– Self preservation is priority
– Threatened by competence
– Dishonest or unfair
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Boss vs. leaders
The boss drives;The boss wants power;The boss creates fear;The boss says “I”; The boss places blame; The boss knows how; The boss uses people;The boss preaches;The boss takes credit;The boss commands;The boss says “Go”;
the leader coaches.the leader, good will.the leader builds pride.the leader says “We”.the leader solves the problem. the leader shows how.the leader serves others.the leader teaches.the leader gives credit.the leader asks.the leader say “Let’s go”.
‐ William J. Stewart, Author and Educator
Boss vs. leaders
• Characteristics of a leader
Takes responsibility/task
oriented
Vigor/persistent in pursuit of goals
Self confident & sense of personal
identity
Willingness to accept
consequences of decisions & actions
Willingness to tolerate frustration
and delay
Ability to influence other persons’
behavior
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Leadership Qualities
Ability&
Enthusiasm
Stability&
Self‐confidence Concern forothers
Persistence&
Vitality
Charisma
Integrity
ABILITYThe leader must know the job‐ or invite loss of respect
EnthusiasmGenuine enthusiasm is an important trait of a good
leader.
Self‐confidenceConfidence in one’s ability gives the leader inner
strength to overcome difficult tasks.
StabilityA leader must understand her or his own world and how it relates to the world of others.
Concern for othersA leader must be sincerely & deeply concerned about the welfare of
people.
Patience + Listening = Loyalty
Concern for othersDo you truly care about your
employees as people, or do you view them more as tools to meet
your goals?
PersistenceThe leader must have drive and determination to stick with difficult tasks until they
are completed.
VitalityStrength and stamina are
needed to fulfill the tasks of leadership.
CharismaA special personal quality that generates others’
interest and causes them to follow.
CharismaDo you possess a positive
outlook and commitment in your demeanor that
transforms followers to new levels of performance as well as personal loyalty to you?
IntegrityThe most important quality of
leadership is integrity, understood as honesty, strength of character, &
courage.
Leadership Qualities
Deal openly with everyone
Consider all points of view
Keep promises
Give responsibility
Listen to understand
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Building Your Dream Team
• What constitutes a good job?
– Variety and challenge
– Opportunity for decision making
– Feedback and learning
–Mutual support and respect
–Wholeness and meaning
– Room to grow
Building Your Dream Team
Job analysis
Job description
Job specifications
RecruitingSelection
Human resource planning
Employee training
Employee development
Career development
Performance management
Compensation
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Building Your Dream Team
• 5 reasons new hires fail
– Coachability 26%
– Emotional intelligence 23%
–Motivation 17%
– Temperament 15%
– Technical competence 11%
Reference: “Hiring for Attitude”’ by Mark Murphy
Building Your Dream Team
Resource: Hiring for attitude www.leadershipIQ.com/hiring
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Building Your Dream Team
Building Your Dream Team
• Scheduling
• Front Desk
• MA/Nurse
• Check‐Out
• Coder
• Biller
• Collection
• Physician
• Office Manager
• Executives
• Business Partners
• Vendors
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Building Your Dream Team
Human capital reflects the organization’s investment in attracting, retaining and motivating an effective workforce.
Building Your Dream Team
Sources of Recruiting% of Employers Using Source
Company websites 87%Internet job sites 82%In‐house referrals 78%Newspapers and magazines 73%Colleges and highschools 60%Professional/industry associations 58%Job fairs 55%Internships 52%Headhunters 52%Looking online for resumes 38%Radio/TV ads 11%
Resource: “Solving the Riddle of Recruiting & Retention,” HR Focus, (April 2008) p.1, 13‐15
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Building Your Dream Team
• The interview process
– Review job descriptions & specifications
– Prepare structured set of questions
– Review the application form & resume
– Open the interview
Building Your Dream Team
• The interview process
– Ask questions ‐ listen carefully
– Take notes
– Close interview
–Write your evaluation with date
What is the most stressful situation you have had to
deal with in a work environment, and how did
you handle it?
Why do you think you would be a good fit for this
organization?
What preparation did you do to prepare for this
interview?
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Building Your Dream Team
• Interview questions ‐Beware
– Children
– Arrest history
– Religion
– Disabilities
Number of children?Vs.
What hours and days can you work?
Do you have any disabilities?Vs.
Can you perform the duties of the job you are applying for?
What is your maiden name?Vs.
Have you ever worked under a different name?
Building Your Dream Team
• Do my employees know how I judge and measure their performance?
• Do I provide and encourage individual development with training and educational programs?
• Do I trust my employees and rely upon their knowledge?
• Do I let employees make decisions?
• Do I have timely, accurate, open, two‐way communication with my employees?
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Building Your Dream Team
One‐way Communication
Employee does not want to offend leader
Employee becomes dependent upon the leader to make all
decisions Employee becomes resentful of the leader
Building Your Dream Team
Two‐way communication
Stop talking Put the talker at ease
Hold your temper
Be patient Empathize with the person
Remove distractions
Show the person that you want to
listen
Encourage clarification
Ask questions
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Building Your Dream Team
Building Your Dream Team
• Winners
– Is always part of the answer
– Always has a plan
– Says, “Let me learn to do it for myself.”
– Sees opportunity with every challenge
– Says, “Most everything is possible if I persist”
• Losers
– Is always part of the problem
– Always has an excuse
– Says, “I can’t do it, you do it for me.”
– Sees too much risk with every opportunity
– Says, “It’s too difficult, so I will resist”
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Building Your Dream Team
Exercise 2
•Three characteristics of your best employees.•Three characteristics of your worst employees.•Over the past three years.
Setting Goals
1. Goals must align with the organization’s mission and strategy.
2. They must be clear and easy to understand.
3. They must be accepted and recognized as important by the employee.
4. Progress must be measurable.
5. Goals must be framed in time – clear beginning and end points.
6. They should be supported with rewards.
7. They should be challenging – but achievable.Resource: Ringmaster: 8 strategies for becoming a star performer in the midst of change, pp71
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Setting Goals
Resource: One Minute Managerhttp://www.kantakji.com/fiqh/files/manage/900.pdf
Setting Goals
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Setting Goals
Measuring
Resource: One Minute Managerhttp://www.kantakji.com/fiqh/files/manage/900.pdf
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Measuring
Establish performance standards
with employees
Communicate expectations
Measure actual
performance
Compare actual
performance with
standards
Discuss the appraisal with the employee
If necessary, initiate
corrective action
Measuring
Resource: One Minute Manager http://www.kantakji.com/fiqh/files/manage/900.pdf
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Training
• The training process
– Assess training needs
– Set training objectives
– Plan training evaluation
– Develop training program
– Conduct training
– Evaluate training
–Modify training program based on evaluations
Training
• Empowerment
– Trust in people
– Invest in people
– Recognize accomplishments
– Decentralize decision making
– View work as a cooperative effort
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Celebrating Successes
• Reward performance
– Individual
– Team
• Be consistent
• Be predictable
• Be creative
Celebrating Successes
• Team meetings
–Weekly
–Agenda
–Meeting notes
–Follow through
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Celebrating Successes
– “The lowest level of performance by any employee, allowed to continue without corrective action, becomes the highest level of performance that can be required of any other employee in a similar position with the employer.”
Reference: Rosemarie Nelson, MGMA Healthcare ConsultantThe ROI of IT: Best Billing Practices
Be the Change!
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