OAR Presents Onboarding and Retention Programs for Provider

OAR Presents: Onboarding and Retention Programs for Provider Engagement Kim Collins, CMSR, EMBA Rachel Jones, MBA, FASPR Kelly Smith, AASPR Anne Arundel Medical Center University of Pittsburgh Medical Center - Pinnacle Lewis Katz School of Medicine at Temple University

About OAR The Onboarding and Retention (OAR) Chapter of ASPR is dedicated to providing its members the opportunity to network and exchange ideas on physician onboarding and retention best practices. Fueled by our combined industry knowledge and professional experiences, OAR supports members in the creation of valuable onboarding and retention strategies that can be implemented in their local institutions and industry wide.

Getting to Know You How do you best describe your primary work environment? • Academic Medical Center • Community Hospital • Rural Health Center • Ambulatory Practice

Getting to Know You What is your provider recruitment and onboarding structure? • Both Recruitment and Onboarding are centralized responsibilities • Centralized Recruitment only • Centralized Onboarding only

Getting to Know You Does your medical center have a formal retention program? • Yes • No

Who’s doing this… NOT US… Onboarding Introduction Onboarding starts at the time of opening up a requisition for a new position or replacement…. . courtesy of NPNOW. com

Onboarding is More Like This Onboarding Introduction 7 pages of detailed process and a series of what ifs

About Kim Collins, CMSR, MBA Anne Arundel Medical Center • Over 24 years in Healthcare • 17+ years in Physician Recruitment and Relations • Past President of American Association of Physician Liaisons • Past Committee Member of ISPR (Illinois Staff Physician Recruiter) • MAPRA Photographer • Vendor Relations ASPR and MAPRA • Recovering from the addiction of saying “YES” to everybody

Anne Arundel Medical Center Stats of AAMC/AAMG 415 Total Licensed Beds >25, 000 Admissions >5, 550 Births >96, 000 ER visits >4, 000 Employees 299 Employed Providers 2018 Certificate of Need Approved for: • Psychiatric Hospital • Open Heart Residency Programs • Surgical • OB (FY 20) • Primary Care (FY 20)

Onboarding Anne Arundel Medical Center • Ever evolving • As of 07/26/18 – new onboarding group formed • Many moving parts and departments involved • Communication Key • AAMG’s Onboarding Team • Medical Staff Credentialing Team • HCE Insurance Credentialing Team • Risk – Malpractice Insurance • • Client Services Marketing Physician Relations Compliance Essential Skills Team Practice Director/Manager Physician Recruitment (Lead)

Abbreviated Version of Onboarding Workflow Anne Arundel Medical Center For those who are not recruiters… Need • Replacement/Growth • Requisition Created • AAMC Website, Ads, Career Fairs, Sourcing Online Sourcing, Firms - Vetting • Telephone, On-site, Tours, Benefits Interview Hire Onboard • Term Sheet • Employment Agreement Checklist • Employment Agreement • Present – Negotiate • Onboarding Calls • Medical Staff Office – Credentialing • Insurance Credentialing, Revenue Cycle • Training (EPIC) • Employee Health Clearance

AAMG Today Anne Arundel Medical Center Checklist, Lists, and Spreadsheets …oh my… • Excel spreadsheet for clearance names and details of the candidates in the pre-interview process • Excel spreadsheet for those we are onboarding (including PT, OT, PTA, LCWS) – shared with all Directors of the service lines Growth is GOOD Right? (Additional Lists) • • • Hospitalist (Key initiative) Intensivist (Key Initiative) MFM (Key Initiative) OPEN “Reqs” Advertising Cost List per department Outsourcing Vendor List Calling in for help to streamline…. • Implements KI database tracking and then onboarding

Onboarding Call Anne Arundel Medical Center • • • Key to welcoming the provider to the organization Letting them know the team is there for them Recruiter main point person All department leads are on the call If they can’t make the call – they select another member of their team If that is not possible – they need to communicate with the provider within 24 hours to welcome Questions are asked about the credentialing paperwork, process, timeline and the importance of the provider being timely in responding to emails and updates on their process in order to reach their targeted start date. Practice welcomes them and shares what 1 st day/week will entail. Call is no longer than 30 minutes. VIP Line implementation – only for our PROVIDERS.

Survey Monkey (30 -60 days after start) Anne Arundel Medical Center 10 Questions Key Results: 84% Completion Rate Overall: • 70% Felt the orientation process was helpful/engaging • 25% Slightly Disorganized • 5% Very Hard Onboarding Credentialing Process: • 20% Easy • 60% Little Difficult • 20% Extremely Difficult

Comments Anne Arundel Medical Center • Physician/Provider hired off the grid of physician recruitment process or prior to Physician Recruiter being in place: Ø“Interview process didn’t highlight the hospital” Ø“poor follow-through” Ø“better communication” Ø“confusing” Ø“HR online application needs complete overhaul” Ø“Marketing needs to coordinate with the photographer” Ø“HR extremely unorganized – not helpful”

Takeaways Anne Arundel Medical Center • When providers are being recruited outside the physician recruitment office and without a dedicated recruiter, the physician overall first impressions fails • Still figuring out how to elevate this ISSUE • Sadly it comes back to the Physician Recruitment department (seems these are the high level hires too) • Overhauled our HR system – Easier to apply online • Marketing created quarterly dates for photographs • Practices can request photos outside that timeframe – for new provider & group photos • Contact List sent to provider (1 st day of onboarding) – containing all key onboarding leadership – Physician Recruiter being the main contact • Continual updates from MSO are sent to the provider on their process of credentialing (still evolving) • Recruiter sends reminders to follow-up with Maryland boards regarding licensing ‘squeaky wheel gets the grease’ • HR Issues - Physician Recruiter sends a welcome email to providers when fully credentialed reminding them how and when to sign up for benefits.

Good News Anne Arundel Medical Center Would the provider recommend AAMC for family/friends for employment or care? • 97% YES • 3% NO

The Dream Team Anne Arundel Medical Center

UPMC Pinnacle – South Central PA About the Health System • “New” System: • 7/1/18: Pinnacle. Health (3 Hospitals in Harrisburg) acquired 4 CHS Hospitals • 9/1/18: Affiliation with UPMC plus acquisition of 1 hospital and 1 urgent care practice with 3 locations • System size and volume: • • 11 k employees 2. 9 k physicians and allied health providers 8 hospitals with 1, 360 licensed beds Serves 1. 2 million residents in a 10 county area • Recruitment volume: • Hire approximately 200 providers per year • 3 recruiters and 2 coordinators • 1 recruiter responsible for managing onboarding process in collaboration with HR, credentialing, legal and marketing

Current Process UPMC Pinnacle • One recruiter dedicated to onboarding with hopes of transitioning to a full time resource • Transition from recruiter to “onboarder” • Welcome email • Checklist • Credentialing introduction • Weekly reports to system leadership team • Regular outreaches to new provider • Management of new provider orientation • Marketing • HR requirements • EMR and other IT accesses and training • Post orientation surveys and follow up

Big Wins and Big Challenges UPMC Pinnacle • Big Wins: • One system, one orientation • Constant communication and reporting • Education and adaptability • Big Challenges: • Standardization vs customization • Limited resources for volume • Timeliness of state licensing, etc.

Future Plans and Next Steps UPMC Pinnacle • Review and revamp orientation process and expectations • Implement post hire surveys and focus groups of new hired physicians and hiring managers • Onboarding resources for family • Networking and mentoring programs/events • Add additional resources dedicated to onboarding

Temple Health • The Lewis Katz School of Medicine at Temple University, located on the Health Sciences Campus of Temple University in Philadelphia, takes pride in the excellence of its education, research and clinical service programs. It is fully accredited by the Liaison Committee on Medical Education. It employs 550 full-time and 50 part-time faculty members, in addition to more than 1, 000 employees. Each year it admits 210 medical students and approximately 24 graduate students. • Known collectively as Temple Health, the School of Medicine enjoys a close educational and working relationship with Temple University Health System (TUHS), a $1. 4 billion academic health system dedicated to providing access to quality patient care and supporting excellence in medical education and research.

Department of Physician/Faculty Recruitment and Retention Temple Health • Goal: to maintain a comprehensive, customer-service-oriented recruitment and retention program to elevate each candidate’s experience during the recruitment process • Support 20 clinical departments, 8 basic science departments, 14 research centers • Two dedicated physician recruiters, 2 onboarding/integration coordinators, 2 administrative assistants • The department coordinates every step of the search process from pre-search activities, coordinating the site visit, to reference checking and offer letter creation/final offer acceptance • Onboarding coordinator coordinates relocation activities, required HR orientation, drug test and physical, EMR training & access, I-9 completion/ID pickup, parking enrollment, lab coat & business cards, and office set up. • Onboarding coordinators also work closely with Department of Faculty Affairs, TUHS Medical Staff office, and Payer Credentialing to ensure credentialing process is kept timely and the physician is submitting all materials when needed

Key Onboarding Metrics for 2017 Temple Health • 56 Clinical Faculty members on-boarded from July 1 st through December 31 st • 27 total relocations • Average 5. 9 days for new physician to see first patient

Accomplishments for 2017/2018 Temple Health • Streamlining of Epic/EMR training program process – able to get Epic training team to combine inpatient & ambulatory trainings into one day instead of separate schedules • Successful implementation of Applicant Tracking System in onboarding tracking of new hires for reporting purposes (eliminating need for multiple spreadsheets) • Eliminating 1 hour long cell phone set up appointments • Coordinated additional orientation dates with HR • Created an all day new physician/faculty orientation with representatives from all departments that require training (Environmental Health & Safety, Risk Management, Compliance, Etc. )

Notable Challenges/Areas of Improvement Temple Health • Each incoming group of physicians in the summer is given an onboarding survey. Based on feedback the following challenges presented themselves: • Lack of communication between offices regarding credentialing activities (one office will ask for a document and the physician will then be asked for the same document by another office) • HR Orientations not being offered on convenient dates for relocating physicians who are needed for urgent clinical coverage upon hiring date

Key Takeaways & Tips Temple Health • Survey all new physicians to find out effectiveness of your program & identify strengths and weaknesses • Build relationships with every department & key stakeholders within your organization – make sure you’re aware of everyone involved in onboarding tasks (even bring them coffee or career fair giveaways). They will help you during crunch time! • Getting more closely involved with other members of your system helps more easily streamline and build new processes; they will be more receptive to your suggestions • Creating a customer service oriented program/ giving your new providers a main point of contact throughout their transition builds trust and they will continue to seek you out for any issues or complications they have, even 1+ year after they start (you helped them before, they KNOW you can help them again!)

Questions?

Contact Us Kim Collins, CMSR, EMBA Rachel Jones, MBA, FASPR Kelly Smith, AASPR Anne Arundel Medical Center University of Pittsburgh Medical Center – Pinnacle Lewis Katz School of Medicine at Temple University kcollins 7@aahs. org RAJones@pinnaclehealth. org Kelly. Smith@tuhs. temple. edu