Medical practices must provide employees with the resources to thrive in their roles. Without proper training, employees often rely on experience and intuition. They may possess the correct conceptual knowledge to perform their responsibilities, but how can you ensure they follow the proper workflow for your office?
Often, there is a veteran employee within each role. This individual understands the correct workflow for each of his or her responsibilities. Unfortunately, we frequently find that the veteran employee is responsible for training all new hires. Why is this an issue?
The veteran employee is also your top-performing employee. When this employee spends time training new hires, your office is less productive, as your best employee is occupied and not working at their full potential.
Further, verbal training is not consistent. The training may cover the same agenda, but it isn’t easy to verbally communicate the training verbatim from session to session. New hires may also form a different interpretation from verbal training.
The best practice is to document training in a centralized platform. Develop clearly defined expectations for each role. Outline the employee’s responsibilities. To help the adult learner digest the assigned training, utilize a combination of checklists, videos, images, written instructions, and diagrams. As a result, new hires form consistent baseline knowledge before their first day.
Doing so also decreases the reliance on your veteran employees. However, a training platform does not eliminate the need for one-on-one training. The veteran employee should still guide and train the new hire, but their time is now more productive. The increase in productivity stems from training on a higher baseline knowledge. Also, your practice reduces the training period for new hires to reach proficiency in their role.
Once you establish an infrastructure for training, review your hiring process, and confirm that the right employees are in the correct role.
Hire candidates based on:
• Belief in your mission
• Passion for the type of care your clinic provides to patients
• Possessing the underlying personality or skillset for their assigned responsibilities
Avoid candidates that:
• Work for a paycheck rather than a cause
• Frequently change organizations
• Do not display enthusiasm for your organization and role
Do you need assistance in developing training and documenting processes for your medical practice? Schedule a call today to get started!