Industries - Healthcare Providers

PerformInsight Potential Scorecard – Healthcare
	High	Medium	Low
Sales force	NA
Customer service
Service delivery
Back office operations
Compliance/Standards maintenance
Supply chain
Distributors	NA

Rationale: Healthcare providers must constantly balance unique levels of employees’ professional identity, compliance with regulatory and care delivery standards and customer service. With their daily life-and-death decisions, 24-hour operations and scrutiny from consumer and major buyer groups, provider settings are an ideal opportunity for performance management programs that align workforces with patient, physician, payor and regulatory expectations and build a positive work culture. PerformInsight brings deep industry expertise to academic health centers, multi-hospital systems, vertically integrated delivery organizations, community hospitals and other organizations as they strive to reach their performance potential.

Example Performance Program Focuses – High Potential Opportunities:

1. Customer service:

• Understanding customer service criteria and the behaviors that must be exhibited to implement those criteria
• Adopting and consistently implementing progressive behavior programs that demonstrate progression along a range of performance competencies
• Offering input to continuously improve customer service standards
• Identifying “fit” of employees with opportunities for career progression

• Implementing a career progression that ensures that patient care professionals and clinical support staff advance through performance programs that blend priorities such as:
• External standards of care
• Branded “customer service”/bedside manner
• Clinical protocol knowledge and compliance
• Excellence in meeting key buyer and consumer group measurements
• Cross-disciplinary service coordination
• Implementing a career progression that ensures that all support staff (such as janitorial, kitchen, security) advance through performance programs that blend priorities such as:
• Understanding of general and specific requirements for healthcare institutions
• Patient perspectives
• Provider’s service brand
• Opportunities to “go the extra mile”
• Identifying “fit” of employees with opportunities for career progression

• Demonstrating understanding of billing and other back office functions
• Performing functions accurately and in a timely manner
• Cross-training personnel to perform additional functions
• Upgrading skills to manage back office functions

• Learning compliance requirements
• Demonstrating compliance with requirements
• Updating compliance programs