Session Title: Investing in your Employees: Strategies that Promote High Retention and Employee Satisfaction
Presenters: Tim Holland MPA, CHAM
Learning Lab: Series 1
Date/Time: May 4, 10:45
About the Learning Lab:
Four years ago, the CHRISTUS Trinity Mother Frances (CTMF) – Tyler Admission Services team was met with the all-too-familiar challenge of staffing and retaining entry-level admission employees for an extended period of time. Like most front-end departments, we found our compensation model directly competing with local small businesses, large retail chains and the ever-present fast food service industry. Our department hit an all-time low of 63 percent retention and extremely unfavorable employee engagement scores in Fiscal Year 2013.
To combat the negative metrics, a plan was put in place to resolve both retention and engagement issues, simultaneously, by implementing three distinct strategies over the course of a single fiscal year. To start, the plan first addressed associates’ feeling of complacency by creating a career ladder that required specific levels of tenured experience, expertise, and education in order to advance. The second strategy examined our entry-level position’s (titled a Registration Representative I) compensation by examining market value and improving our department incentive package. Finally, our strategies around hiring personnel were closely examined and altered to more align with the goals of the Admission Services Department and the overall Health System.
In this NAHAM conference presentation, we’ll go through the three strategies we implemented that helped us achieve an 84 percent employee retention rate and extremely favorable employee engagement scores only a year later.