“Service support is increasingly important. There is a tremendous need for high customer service skills: think hospitality-minded members. We are trying to work with workforce boards and schools to prepare for a better fit for health care for our future.” Amy Barry, SVP and CHRO, Lakeland Regional Health
With service support positions taking an increasingly important role in healthcare, employee engagement and retention is top of mind for HR leaders. Most organizations understand the importance of employee engagement as it relates to morale and turnover, but what let’s take a moment to define an engaged employee.
Employee engagement is the emotional commitment the employee has to the organization and its goals. This emotional commitment means engaged employees actually care about their work and their company. (Forbes, 2012)
The definition of an engaged employee has been confused in recent years. It’s up to administrators and managers to identify the characteristics of an engaged employee according to the organization’s mission and goals. Quite as important, leadership must effectively communicate these characteristics to all departments and units to ensure alignment.
Once you’ve defined the traits and behaviors of an engaged employee, you can develop a strategy to encourage those qualities. While rewards and incentives are important, strive to go beyond the norm and create a positive environment that is unique to your organization. There are a number of ways to build loyalty with frontline employees.
Frontline employees with high morale perform their best and have a desire to advance within the organization. When it comes to turnover, investing in talent yields much greater returns than dedicating valuable resources to a reactive approach.
Smart employers look closely at workforce demands when writing their strategic workforce plans. Healthcare human resources professionals need to stay in-the-know on market trends such as an increase or decrease in patient volumes, which healthcare jobs are currently in demand, and which roles are on the rise. Hospitals and other healthcare organizations rely on industry research to help them see recent trends and anticipate needs in the years to come. Healthcare is a competitive market undergoing dramatic changes so if organizations are to survive and perform well, they must be prepared to attract and retain high quality workers.
Below is an excerpt from a white paper recently released by 'Workforce Solutions' on the demands of healthcare workforce in the Gulf Coast Region, today. Download the Full Paper Here.
EXCERPT: A Change in the Delivery of Services
Times are changing and no longer are the days where the majority of surgeries and many medical and diagnostic procedures require a visit to the hospital. Chart 2 shows the percentage of health care jobs by subsector in 1990 and 2014. The share of health care employment in Hospitals has fallen from 51.0% in 1990 to 38.4% in 2014 while the share of Ambulatory Health Care Services increased from 36.7% to 49.8%.
While all three subsectors of the health care industry continue to grow, Ambulatory Health Care Services has replaced Hospitals as the number one job producer in the region, see Chart 3.
This data comes from Workforce Solutions, an affiliate of the Gulf Coast Workforce Board, which manages a regional workforce system that helps employers solve their workforce problems and residents build careers so both can compete in the global economy. The workforce system serves the City of Houston and the surrounding 13 Texas Gulf Coast counties including: Austin, Brazoria, Chambers, Colorado, Fort Bend, Galveston, Harris Liberty, Matagorda, Montgomery, Walker, Waller, and Wharton. Visit their website here.