Staff Just Wanna Have Fun! FUNctional Ways to Engage Employees

Nancy Babbitt, FACMPE

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Disclosure

I have no relevant financial relationships with the manufacturers of any commercial products and/or provider of commercial services discussed in this CME activity. I do not intend to discuss an unapproved/investigative use of a commercial product/device in this presentation.

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Objectives

• Employee Engagement• Humor• FUN Ideas• Resources

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In the past 12 months, I have not had a significant financial or other relationship with the manufacturer's of the products or provider's of services that will be discussed in my presentation.

This presentation will (not) include discussion of pharmaceuticals or devices that have not been approved by the FDA or if you will be discussing unapproved or “off label” uses of pharmaceutical or devices.

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Communication

• Open, honest, pleasant• Consistent and Understanding• Good Listener• Frequent • Impromptu • Scheduled

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Practice Scorecard

• Vision – Mission = Actionable Items• Communicate the strategy• Align clinical and financial improvements• Adjust Course

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Sample Scorecard Metrics

Growth, Innovation & Learning• Education – outside Practice• Education – internal• # of employees on committees• # of training sessions

Customer• Web site hits• Customer Service Training• Patient Satisfaction Surveys• Blogs

Operations• Employee Satisfaction Survey• Cost Containment• Provider/Manager 360 Survey• Clinical /Quality Measures – MU

Financial• # New Patients• # Newborns• Time of service collections• Days in Accounts Receivable• Pay for Performance

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MGMA Pediatric Benchmarks - Physicians

• Ambulatory Encounters• Median – 3,863• 90th Percentile – 5,982

• Charges• Median –$ 730,797• 90th Percentile –$ 1,099,618

• Collections• Median – $ 440,047• 90th Percentile – $ 682,916

• Compensation• Median – $ 203,948• 90th Percentile – $ 336,419

MGMA Physician Compensation and Production Survey: 2012 Report Based on 2011 Data – Physicians, General Pediatricswww.MGMA.com/DataDive

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MGMA Pediatric Benchmarks – Nurse Practitioners • Ambulatory Encounters

• Median – 3,345 90th Percentile – 4,358

• Charges• Median –$ 599,338 90th Percentile –$ 1,148,792

• Collections• Median – $ 344,177 90th Percentile – $ 519,796

• Compensation• Median – $ 91,408 90th Percentile – $ 151,034

• Retirement• Median – $ 4,303 90th Percentile – $ 9,292

MGMA Physician Compensation and Production Survey: 2012 Report Based on 2011 Data – Nurse Practitioners, General Pediatrics

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Patient Web Portal Improve Communications toImprove Profits

Sample Pediatric PracticeOver 12,000 patients registered• Annual Usage:• Appointment Requests – 1,399• Online Payments – 1,155• Prescription Refill – 1,344• Email Advice – 574• Welcome Emails - 486

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Successful Employee Engagement

• Culture of respect• Work / Life balance• Proper training, equipment, supplies• Opportunities / Challenges

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Cost of poor employee engagement? Per Occurrence

Timely Completion of Chart Notes(48 hrs.) $120.00

Ineffective Coding - not using tools and trained staff $67.50

Late arrival for office hours (30 min.) $190.00

Time wasters during office hours chatting with staff, non-clinical business, etc. $40.00

Lack of support for predetermined protocols $75.00

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Fax "puddles" $13.00

No Phone Access $22.50

Lack of basic office tools: i.e. staplers $25.00

Limited Computer Workstation Access $25.00

Lost/Misplaced Pt. Charts $30.00

Reluctance to learn/change $100.00

Staff turnover $15-30,000

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Cost to improve employee engagement?

YOUR Attitude• Priceless and Free!

Guidelines• 1-10 MD Practice: $200-$500 per year• $20 - $50/employee per year

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What Employees Want

• Interesting work• Appreciation• Feeling of being “in”• Job security• Good wages• Promotion & growth

• Good conditions• Loyalty to employees• Tactful discipline• Sympathetic help

with personal problems

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Tool to evaluate employee engagement

• Do I know what is expected of me?• Do I have the materials and equipment I need

to do my work right?• At work, do I have the opportunity to do what I

do best ever day?• In the last seven days, have I received

recognition or praise for doing good work?• Does my supervisor, or someone at work, seem

to care about me as a person?

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• Is there someone at work who encourages my development?

• At work, do my opinions seem to count?• Does the mission/purpose of my group make

me feel my job is important?• Are my co-workers committed to doing quality

work?• Do I have a best friend at work?• In the last six months, has someone talked to

me about my progress?• This year I have had the opportunity to learn

and grow.

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“If you don’t like change, you’re going to like irrelevance a whole lot less.”

Gen. Erik Shinseki, USA (Ret.) – Former Army Chief of Staff

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Why HUMOR is important!

• Calm and relaxing environment• Cope with workplace stress• More Productive• Better Decision Makers• Positive Attitude• Strong Co-worker relationships

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Make it FUN and Functional

• Professional does not = serious all the time• Define FUN in YOUR workplace• Keep it interesting

• Pictures• Easy Language• Rewards

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FUN Examples

• Fun Committee• Training – OSHA, HIPAA, CLIA…

• Prizes, Scavenger Hunt, Contests• Meeting Games

• Kudos, Marshmallow dodge ball• Baby showers, Birthdays, Anniversaries• Fun Days

• IPOD Karaoke• Sports themes

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Free Ideas

• Daily Dose/Weekly Wisdom• Gratitude goes a long way• Local vendor donations – it never hurts to ask• Printer – personalized notepads• Local restaurants/store may give discounts• Charities / community volunteers

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Almost Free

• $1 store is your friend• Used books• Costco candy aisle• Big Lots / Discount stores• Oriental Trading Company

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Changes to consider

• Evaluate Employee Engagement• Surveys• Meetings• Committee

• Align Performance to Engagement• Measure and Celebrate Success• Keep it FUN and FRESH!

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Resources

Book- Team Building Activities for Busy Managers Author, Brian Cole Miller

Websites• http://en.wikipedia.org/wiki/Balanced_scorecard• www.Gallup.com/file/consulting/126806/MetaAnalysis_Q12_

WhitePaper_2009.pdf• www.funnyplace.org – videos• www.youtube.com – Giddyup Employee Engagement Meeting

–parody and other funny videos• www.businessballs.com• Google – images, search “fun at work”• www.marcusbuckingham.com – Strength Assessment Test• www.darkcoding.net/reasearch/abcs-employee-engagement-k

eys.pdf

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Ideas from you….

Questions?

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THANKS for attending!

Nancy Babbitt, FACMPE

www.BabbittandAssociates.com

Email: babbittnc@aol.com