Rif the ones who are not meeting goals and keep the ones who put forth effort to make a difference with members. Make metrics mean something. That is a great idea. The ones who constantly call in....cut them loose. Follow me for more ideas.
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Some definitely need to go. If people can't be bothered to be on the phone for a phone job. They are not helping members.
In my area the metrics are fake . The nurses must have 12 unique touches a day . Working a brand new case doing an admission counts as a touch . An admission review can be time consuming as you may be reviewing a hundred pages of clinical . The easy option is to call or fax a discharge request to a provider which also counts as a unique touch . Some staff spend an hour or two and request discharge information and they are done .
Some abused the pandemic time off. The same ones who don't pull their weight. No work ethic.
Follow you?
Are you some kind of pied piper or lemming...?
I have always been told to meet the need of a member.
Poor business decisions can't be solved with punishing associates who have a personal matters or are sick. On the heels of post pandemic probably not the best idea considering legality or retention
change how quality is measured. its no longer about the members. it's now about how many people you get to answer the phone. No longer are the days of meeting members needs where they are. It's all about numbers and engagement.