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Customer Centricity with Triple Aim

Apr 9, 2020 | Company Culture

As a staffing agency, many believe that our only goal is to find an open job order and fill it. At the basics of business, that could ring true, but only for an organization without a vision.

The focus of our internal employees is to understand why we are in healthcare. We are focused on achieving this goal and findings ways to have more customer-centricity. We want to provide value to traveling medical professionals and our clients. This has been achieved by analyzing how we educate and train all of our internal divisions. The Key to Balanced Performance Measures helps us understand what motivates our staff, travelers, and clients. This helps create a scenario conducive to success for all the stakeholders involved.

Internal Employee Motivation

The interview process helps us identify factors that influences our employees to succeed. In order to truly gain value from what we do, we need to teach our employees what drives the candidates. It takes less effort for more skilled and talented recruiters to achieve similar or greater results than new staff. We help new employees understand the importance of not just placing candidates, but meeting the goals of our clients. We can achieve this transformational leadership by improving care for our customers, improving health populations, and reducing costs of care. This is described by Berwick’s article: The Triple Aim of Healthcare.

The Triple Aim of Healthcare

Addressing our travelers’ needs and wants is at the core of customer-centricity. We achieve this by a positive culture and motivation. Our team’s understanding of the Triple Aim can be an encouragement for culture and create a laser-focus on ‘why’. In addition, we need to understand our travelers and clients goals are in terms of improving healthcare standards. As part of our patient-centricity efforts, we utilize surveys, assessments, and feedback tools, as well as research from sources like Health Affairs: What Patient-Centricity Should Mean.

By analyzing our employees motivating factors, a true leader can individualize leadership, motivation, and coaching. This not only creates a positive team environment but allows employees to grow based on their characteristics. This makes it easier to implement group initiatives, such as, becoming more customer-centric to increase market share in an increasing or decreasing market. As we have integrated our training around “why we are in healthcare”, we will continue to strive for customer-centricity.

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