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AAPPM

Fall Workshop 2010

The Employee Whisperer

Jon Purdy, DPMNew Iberia, Louisiana

Current Perceptions / Expectations

Scenarios – Direction – Solutions

New Perceptions / Expectations

You cost me a lot of money

Show up

Keep your problems to yourself

Perfection

Don’t take advantage

Respect and appreciate me

Treat my business as if it were yours

You have a lot of money

You can’t survive without me

I have a life

I’m having a bad day

Cool - raises and bonuses just for being here

Mutual goals

You have ownership - they don’t

Your worries – not theirs

Become a doctor is tough

They don’t care - so don’t expect them to

Great staff

Happy Patients

Practice Growth

Best way to achieve these goals?

Time and Persistence

Developing management SKILLS

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Provide excellent office systems Training

Resources

Praise your employees Employees work well or they don’t

Reduction in Ego

They can walk away, you can’t

Requirements

Fair wage

Raises - performance based

Consider full disclosure of what the maximum amount you will pay for a position, the max and min amount of raises

Benefits

health care, retirement, disability, profit sharing, paid time off , vacations, holidays, sick days.

Work on holidays? – They need to know that.

Bonuses

Employee Handbook / Office Manual

Rules and Regulations Number of write-ups per 12 month period.

What actions define immediate termination

Government regulations

Office Function

Expectations

Policies / Procedures

Signatures – keys, uniforms, passwords, read and understand regulatory manuals and procedures

Protocol book Job descriptions, Duties, Skills

What do I do every day, week, month, year

Customer Service Manual

Training Manual

Inter-employee Consistency Raises and disciplinary actions

You are the captain of the ship

Purpose

Meetings

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Do your patients like you?

Are you needed in the community?

Will you always need me? Profit sharing with vesting conveys longevity

Future plans Locations , Doctors, Technology

Master PLAN !

TEAM

No special treatment

Never talk down to anyone

Demand mutual respect of co-workers

Praise publicly – Discipline privately

Never talk poorly about your patients

Do I perceive what I’m doing is making a difference?

Am I helping people and making positive changes?

Praise, Acknowledgement, Appreciation

Suggest

criticism comes at the time of review or “write-up.”

Time – Spend on star employees

Earned

Monitor behind the scenes

Mistakes will happen – It’s OK

Suggestions to improve the practice

OM handles most issues

You interact (moderate to serious violations )

Poor phone answering skills, negativity,

disrespectful talking

No gossip zone

Bookend praising

Create “Scripts”

Common patient questions

Common scenarios

Examples

How long of a wait is it going to be?

I want a copy of my records.

How much is a doctor’s visit?

Patient phones in and demands to be seen today

Patient is angry about their account

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Detailed list – Annual total Wage

Benefits – uniforms

Bonus

Paid Time off – sick, holidays, vacation, retirement

Payroll matching

Your costs Payroll fees, taxes, plan administration fees,

management, business cards

Who handles this? OM, Benefits manager

Better

More Efficient

Cost Effective

Easier

Advancement – Wage, Bonus, Autonomy, Position

Their names on the patient surveys, Name tags

Contests

Quizzes

Let them know they are being watched - in a good way

Group outings

Celebrate

Annual employment anniversaries, birthdays, holidays

Dollar coins, Lottery ticket Give with complement – one a day

Reviews 3 - 6 - 9 – 12 Performance prior to wage

$10-20 gift cards – one per week

Make a check list of your actions Look at each week – Did you do it?

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Meetings

Management

OM / Team

OM / Doctors / Team

Protocol

Morning huddle

Employees are an asset and a TEAM

I will lead by example

I will not be loved and praised constantly

Negativity is viral

My bad moods will not be received well

My TEAM will never be PERFECT

I will provide the resources to succeed

Continued inability and constant failure will not be tolerated.

I will be given training, direction, and resources

I am part of a TEAM

I know my boundaries

My bad moods will not be received well

Performance Excellence = Patient Satisfaction =

Personal Satisfaction

I will be rewarded for my efforts

Thank You

Jon Purdy, DPMAAPPM Fall Workshop

2010