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Hiring and Retaining the Right Healthcare Technology StaffSession 170, February 13, 2019
Neil Gomes, MBA, M.Ed., CSM, CSPOExecutive Vice President and Chief Digital OfficerThomas Jefferson University and Jefferson Health
Robert NeffVice President, Digital Solution Development
Thomas Jefferson University and Jefferson Health
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Robert Neff
Has no real or apparent conflicts of interest to report.
Conflict of Interest
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Neil Gomes, MBA, M.Ed., CSM, CSPO
Has no real or apparent conflicts of interest to report.
Conflict of Interest
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• About the DICE Group
• Challenges
• Types of Healthcare Technology Talent
• Sources for the Right talent
• Interviewing
• Retaining the Right talent
Agenda
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• Identify the core challenges of finding and hiring the right healthcare technology staff
• Explain the key benefits of hiring the right type of team members, and how these benefits pay dividends over time.
• Discuss strategies used at Jefferson and our DICE Group to create the environment where we find, train, and retain engaged and motivated team members.
Learning Objectives
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• 12 Principles
• Team makeup
– Engineers
– Designers
– Trainers
– Support
• Retention rates
– Industry average
– DICE group 4/120
About the DICE Group
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18 6.1B+ 34+
H O S P I T A L S R E V E N U EO U T P A T I E N T &U R G E N T C A R E S
$218M 3.2M+ 6000+
I N C H A R I T A B L EC A R E
P A T I E N T E N C O U N T E R S / Y R N U R S E S
5K+ 100K+ 3600+
P H Y S I C I A N SH O S P I T A L
A D M I S S I O N S / Y RF A C U L T Y
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• Include 3-5 slides on the DICE Group and 12 principles.TRANSFORMATIONT H E E Q U AT I O N F O R
Our consumers, vendors, donors, and community
are our partners; we develop synergistic
relationships and grow together
Great Partners
Innovation must not be the currency of a few,
but the combined wealth of many and
platforms can make this a reality
Great Platforms
From design to development to support, inspired, motivated, and agile teams move us into
the future
Great Teams
T R A N S F O R M AT I O NGreat things in business are never done by one person. They're done by a team of people.
S T E V E J O B S
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• Include 3-5 slides on the DICE Group and 12 principles.
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Challenges
Zimmerman, Kaytie. “5 Things We Know Millennials Want From A Job.” Forbes, Forbes Magazine, 1 Oct.
2017, www.forbes.com/sites/kaytiezimmerman/2017/10/01/5-things-we-know-millennials-want-from-a-
job/#e72c90a78099.
Forbes: What millennials want in a career…
• Benefits
• Two way Loyalty
• Retirement Investment Options
• Ability To Prioritize Family
• Social Impact Is Key
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Benefits
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Solution
Zimmerman, Kaytie. “5 Things We Know Millennials Want From A Job.” Forbes, Forbes Magazine, 1 Oct.
2017, www.forbes.com/sites/kaytiezimmerman/2017/10/01/5-things-we-know-millennials-want-from-a-
job/#e72c90a78099.
What millennials want in a career…
• Benefits
• Two way Loyalty
• Retirement Investment Options
• Ability To Prioritize Family
• Social Impact Is Key
Healthcare Provider Organizations
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Recruiting at Healthcare and Hospitals
• Decades of experience finding:
– Doctors
– Nurses
– Allied health professionals
• Less Experience finding:
– Technology Leaders
– Technology Management
– Information Technology (IT) Staff
– Software Developers
Recruiting
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• Operational
– Deployment
– Support
– Configuration
– Training
• Project
– Upgrades/Change Management
– Implementations
– New Interface Builds
• Development
– Software development
Types of Healthcare Technology Talent
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• Referrals
– Employee
– Vendor/Peer
• Recruiters
– Direct Hire
– Contract to Hire
• Internal HR
– LinkedIn, Job Postings
• Good Job Description (not generic “IT Manager”)
– Company Website
Sources for Talent
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Recruiters
• Too many recruiters
• Find the right recruiting partner(s)
• Build a relationship, as with any vendor
• Use the recruiters to your advantage to help you interview, screen, test, train, etc
• Consider contract, contract to hire, and direct hire models
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Staffing Models
Contract
Be sincere with the recruiters and candidates that your intent is to bring them on full time (or not).
CONTRACT TO HIRE
Use for specific time or project bound set of tasks. Make sure that there is knowledge sharing (not just knowledge transfer).
CONTRACT
Use for staff who is a clearly positive fit and requires a direct hire role.
DIRECT HIRE
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Interviews
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Phone screens
• Quick phone screens (<5 min)
• Setup sequentially for easy comparison
Interview
• Skills tests
– Real work (coding in person)
– Have the candidate use a laptop/application
• Cultural Fit
Decision => Team consensus
Interviews
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Loyalty
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• Environment
• Communication
• Feedback
• Performance Reviews
• Training, Conferences, Continuing Education
Retaining Talent
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Employee Retention BENEFITS
• Low training/ramp up costs
• Positive impact on team culture
• Ease of communication
• Lower recruiting costs
• Ownership and pride in word done by team
4%
2%
TURNOVER RATE FOR ENGINEERS
TURNOVER RATE ACROSS WHOLE TEAM
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• Culture
– “Culture Eats Strategy For Breakfast”- Peter Drucker
• Values
– Integrity and Honesty, Lead by Example
• Diversity
– Diverse Teams Encourage New Ideas and Perspectives
• Fun
Environment
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Culture
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• Honesty and Openness
– As much as possible, share details with staff
– Teach (and encourage) them to ask WHY
• Frequency
– Regular staff meetings, not needlessly prolonged
• Performance Reviews
– Yearly should be a formality
– Feedback (even a 30 second comment) should be given in real time
– Positive feedback seems simple, but very powerful
Communication and Feedback
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Training
https://jdmarketinglounge.wordpress.com
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Training
Your team should be begging you for training opportunities…
…not you begging them to take it.
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• Mandatory Training
– Corporate Training
• Conferences
– Vendor Conferences
– User Groups
– Industry Groups
• Continuing Education
– Training from Vendor Projects
– Training on new Technology
Training
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• All team members encouraged to attend industry conferences
• Requested training approved in almost all cases
• Team members are guaranteed attendance at conference if they are accepted speakers.
Training and Industry Interaction
73% 0%
TEAM MEMBERS WHO HAVE ATTENDED A CONFERENCE OR
EDUCATION IN THE PAST YEAR
TEAM MEMBERS WHO HAVE BEEN DENIED
EDUCATION
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• The DICE Group at Jefferson is growing
• About 50% growth over the past year, to support initiatives
• Growing and identifying leaders within
– Lead Promotions
Continued Growth
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Contact Us
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