In the most recent episode of the "Rethink Healthcare" podcast, presented by FinThrive, Rory Boyd, Revenue Cycle Manager at Scripps, shared insights into how his organization uses innovative programs to retain and develop their frontline healthcare staff. With 13 years of experience at Scripps, Rory carries numerous experiences, from construction to healthcare, and aids in crafting a thriving healthcare environment.

Kicked off with a friendly banter about football and baseball preferences, the conversation took an insightful turn as Rory unveiled his journey at Scripps and his dedication to revolutionizing patient access & quality. Boyd's career at Scripps has been diverse, having joined as a part-time medical assistant, then climbing up through various roles, and ultimately landing in the access quality program.

Innovative Staff Programs at Scripps

Arguably the most inspiring part of the conversation was Boyd's narration of the patient experience ambassador course and a revenue cycle leadership development program. In these programs, the best access staff members get trained and developed into ambassadors, contributing not only to the staff's personal growth but also to the broader organizational objectives. Worth noting is that though hundreds might start the program, typically only six to eight graduates, emphasizing the course's rigor and the value placed on earning the title of an ambassador.

Creating a Culture of Learning

Rory emphasized the organization's focus on creating a "culture of learning," indicating how Scripps has partnered with Healthcare Business Insight (HBI) and implemented mandatory monthly learning modules on various topics for all access staff members, ranging from Medicare as a Secondary Payer to improving registration accuracy. These strategic training and development initiatives have notably led to a significant reduction in registration errors and authorization-related denials.

Employee Satisfaction and Retention

The podcast also highlights the importance of maintaining employee satisfaction and retention in a high-turnover industry like healthcare. Investment in employees, demonstrated through continuous learning and development initiatives, not only helps keep them satisfied but also leads to improved organizational productivity and service delivery. Rory shared that 40% of the participants, post their training experience, have moved up within the organization, serving as testament to the program’s success.

Key Takeaway

In conclusion, the podcast shines a light on how investing in staff development and creating an enriching work environment can lead to greater job satisfaction, improved performance, and staff retention. By focusing on staff learning and growth, organizations could potentially create an upward spiral of productivity and service quality, ultimately leading to better patient care and satisfaction.

A Final Note

Rory concluded his conversation by emphasizing the importance of self-reflection as a leader. He advised fellow leaders to review their work daily and ask themselves if they have made their organization proud. He suggested this consistent self-reflection often leads to improved work ethic and increased commitment to organizational goals and standards. This advice undoubtedly aligns with FinThrive's mission to optimize operations in the healthcare industry through thoughtful planning and goal setting.

Claire Davies

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