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Copyright © 2015 Studer Group. Please do not quote or disseminate without Studer Group authorization
Georgia Hospital Association
Clay D. Linkous, MBA, CSSBB, FACHE
Studer Group Coach, National Speaker & Lean Expert
GSHHRA - Breakout Session – Selecting Talent: Best Practices
Slide 2
My “Team”
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Culture: Our Expertise
BUILD SKILLS
• Educational Conferences
• Speakers• Books• Videos• Online learning
TRAINING
GET RESULTS
Fast improvement on a key
organizational metric, e.g. patient
experience, employee & physician
engagement, ED turnaround
IMPROVEMENT
CHANGECULTURE
Comprehensive organizational transformation through expert
coaching to hardwire
evidence-based practices across
the board
TRANSFORMATION
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Source: The graph above shows a comparison of the average percentile rank for Studer Group partner organizations that have received at least one year of EBL coaching and the national average for each composite; updated 1_15 using 1Q13-4Q13 CMS data.
Average of 24 points better performance
Performance Across HCAHPS Composites National Percentile
Ranking
Organizations coachedby Studer Group
National Average
Organizations Coached by Studer Group Consistently Outperform
Copyright © 2015 Studer Group. Please do not quote or disseminate without Studer Group authorization5
• Maximized reimbursement
• Improved operating income
• Decreased cost per adjusted discharge
• Improved collections
• Reduced accounts receivable days
• Reduced advertising costs
• Decreased legal fees
• Increased employee engagement
• Reduced turnover
• Reduced vacancies
• Reduced agency costs
• Reduced overtime
• Reduced physicals and cost to orient
• VBP: improved HCAHPS
• VBP: improved overall core measures
• Decreased preventable readmissions
• Increased surgical care improvement
• Decreased healthcare-associated infections
• Reduced LOS
• Improved mortality index
• Decreased med errors
Quality Finance
• Improved patient perception of care
• Reduced claims
• Reduced malpractice expense
• Increased physician engagement
• Increased volume
• Increased revenue
• Decreased left without treatment
• Reduced no-shows
• Increased physician engagement
Growth
• Increased philanthropy
People Service Community
Selecting Talent - Impact on Operational Outcomes
$
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Why Behavior Based Interviewing
I am a …
1. Team player
2. Hard worker
3. People person
4. Self-starter
5. Dependable
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The High Performer is a 3 in 1 Performer
Competencies
Coworkers
Customers
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Selecting Talent Description
– 4 part process for the selection and retention of talent
– Engage staff in the process of identifying and hiring top talent
– Build employee ownership in the hiring process
Selection Process
(Human Resources)
Behavioral
Interviewing
(Hiring Manager)
Peer Interviewing(Peer Interview Team)
The First 90 Days
(Manager)
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HR Screening Process
• Standards of Behavior Must Be Reviewed and Signed Before Job Application Provided
• HR Screens primarily for Minimum Qualifications but also screens for Competency & Cultural Fit
• Only forward candidates to Hiring Manager that have signed off on Standards of Behavior AND meet Minimum Qualifications
• Support Hiring Manager & Peer Interviewing Teams by:
– Providing Behavior Based Question Database
– Providing Interview Guides for them to fill out
– Providing Decision Matrix tools
– Ensuring all Hiring Managers & Peer Team Interviewers are trained
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Hiring Manager Process• Conducts Behavior Based Interview with Qualified Applicants forwarded
from HR
• Hiring Manager Interviews both for competencies and cultural fit
• Selects Behavior Based Questions in Advance of Interviews
• Fills out Interview Guide in Advance
• Asks all candidates the SAME questions
• Listens for EAR Model During Interview
– Event
– Action
– Result
• Updates Decision Matrix AFTER each Interview
• Forwards Top Candidates to Peer Interview Team
• Supports the Decision of the Peer Interview Team!
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Comparison – Non Behavior Based Question Vs. Behavior Based Question
Do you have experience with Service Recovery?
ORTell me about a time you worked with an upset patient and what was the outcome.
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Peer Interview Process• Only Trained Individuals Allowed to Conduct Peer Interviews
• Conducts Behavior Based Interview with Top Applicants forwarded from Hiring Manager
• Peer Interview Team Focused ONLY on Cultural Fit
• Selects Behavior Based Questions in Advance of Interviews
• Fills out Interview Guide in Advance
• Asks all candidates the SAME questions
• Listens for EAR Model During Interview
– Event
– Action
– Result
• Updates Decision Matrix AFTER each Interview
• Collaborates to make a final recommendation to Hiring Manager
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30- and 90-Day Conversations
• Now that you’ve been here for a month (or three months), how do we compare to what we said?
• What are we doing well?
• At your previous hospital, what are some things that were in place that you feel can make us better?
• Is there anything here that you are uncomfortable with? Anything that might cause you to leave?
At 90 Days
• Do you know of other candidates that might be a good employees here?
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Even with positive change, there is resistance
Unconsciously skilled
Consciously skilled
Unconsciously unskilled
Consciously unskilled
Source: Abraham Maslow; 1940; “Four Stages for Learning Any New Skill””; Gordon Training International by Noel Burch; 1970
Phases of Skill and Change – Individual
Copyright © 2015 Studer Group. Please do not quote or disseminate without Studer Group authorizationSlide 15
Why Selecting Talent Matters