When it comes to the need for seamless operations, the healthcare industry stands out. After all, a visit to the doctor is about much more than the exam itself. A typical patient experience involves financials, insurance, prescriptions, scheduling and so much more. For success, each touchpoint requires specialized talent with a diverse set of skills.
And that’s just the side of the business patients see. “There are two equal parts to a successful healthcare operation,” explains Jill Eubank, Senior Vice President, Business Professionals at Randstad. “A positive patient experience and an efficient revenue flow. You can’t have one without the other.”
In a recent poll, three-quarters (76%) of Americans surveyed said they have not had a positive patient experience recently. This means there is a clear need for improvement. Yet even as healthcare continues to bounce back from the effects of the pandemic, an ongoing staffing shortage makes it a challenge to move forward. This is why now is the perfect time to hire great talent.
why now?
A few standout factors make hiring top healthcare operations support critical:
an uncertain economy
The rising cost of living and market uncertainty are impacting everyone, and your business is no exception. Between patient financial stress and declining credit for organizations, efficient healthcare operations can go a long way toward easing the burden.
Emmalee Salviski, Area Vice President, Business Professionals for Randstad, provides an example: “In today’s economy, patients are already on edge when it comes to their bills. Something as simple as an incorrect billing code can lead to unnecessary frustration, which in turn may generate a lost customer and a bad review.”
In this instance, talent with both the hard skills to handle data entry and the interpersonal skills to put the patient at ease can mean the difference between a positive and negative experience.
M&A is back
Similar to the pause in elective surgeries during the height of the pandemic, special projects and mergers and acquisitions were put on hold indefinitely. Now, they’re on the rise.
“Perhaps you’re a small regional practice with a solid foundation,” Eubank explains. “If a larger group is looking to add to their portfolio, you could be a prime candidate. You want to be prepared to make the best decision for your business.”
This takes great people. That’s because M&As require a great deal of back-end work. In fact, a successful transition can take up to two years to fully implement. You will need specialized talent to manage the transition, from IT working on data transfer, human resources handling staff changes, and much more.
revenue recovery is still happening
Even as new or shelved projects resurface, some things aren’t completely caught up from the pandemic. One is the revenue cycle. Accounts receivable continues to collect on outstanding bills patients were unable to pay over the last few years.
“Bouncing back financially hasn’t been simple,” shares Salviski. “That goes for the patient’s own finances as well as your billing department. Great candidates understand this and respond accordingly.”
Talent that can balance both a healthy revenue flow while ensuring patients feel heard will help you manage the ongoing recovery.
who you need
In general, the ideal healthcare operations candidate has specialized medical knowledge and superb interpersonal skills. But certain factors should be considered:
cultural fit is key
The location of your practice is a large part of deciding who to hire. For example, if you’re located in a state like Texas or Florida, you may need bilingual staff who can best converse with your patient base. However, cultural fit goes beyond language. It can be a key factor in providing a positive patient experience.
“It’s imperative that talent lines up with your geographic needs,” Salviski says. “If they understand factors such as state healthcare laws or local customs you can position your organization for further success.”
One additional consideration is the prevalence of remote collections staffing. While it’s convenient to be able to hire from anywhere, when it comes to sensitive subjects like billing, you’re better off hiring someone regional who understands the community you serve.
technical skills are increasingly important
While human interaction remains at the heart of the healthcare industry, technological advancements like Electronic Health Records (EHRs) and telemedicine are making lasting inroads. In fact, it’s estimated that in the next three years, more than one-quarter of the U.S. population will use a device that remotely tracks or collects medical data for their doctors to assess.
This trend is an example of why the right candidate must be able to blend interpersonal skills with technical knowhow. It also extends to the revenue cycle as well. “When you’re working with aspects of the business such as insurance claims and accounts receivable, technical skills are imperative,” Salviski explains. “Not only will they serve you now, but will continue to do so as AI moves further into the healthcare space.”
your unique needs can guide you
Aside from culture and technology, the details of your business can provide insight into who you hire. This may seem obvious, but taking the time to outline the ideal candidate for your operation will save you time and money – and lead to a more positive patient experience overall.
Eubank provides an example: “If you’re a small operation with one person handling both the front desk and verifying insurance, you may not want to hire a candidate who is used to working at a large practice solely in the pre-authorization department.”
She goes on to share how your best fit would be someone with experience in a smaller operation who can pivot seamlessly between roles. Of course, the opposite is true for larger practices, where a candidate with specialized experience in the department you’re hiring for is ideal.
the right partner can help
Whether you’re hiring for a small operation or an entire department, you need the right healthcare operations support to take you further. We source great candidates from a large pool of specialized talent to help you:
- improve the patient experience
- support an efficient revenue cycle
- navigate M&A and special projects
At Randstad Business Professionals, we serve as your continued business partner to understand your challenges and provide custom solutions. To learn more, connect with us today.