Post on 02-Aug-2020
Unseen Yet Highly Productive…Leading and Inspiring a Remote WorkforcePresented by Michelle Tompkins, MBA, RHIA, CCS, COC and
Lakeyshia Moore, MBA, RHIA, CHCO
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Acute care, short stay rehabilitation and transitional care HOSPITALS
OUTPATIENT FACILITIES
2016 FACTS
All About Texas Health
What will I get out of this?• The goal is to share with the attendees some best
practices and tips on leading, monitoring and motivating a remote team.
What does working ‘remote’ mean?• Working outside of a traditional office; • Working at a location away from your employer’s
headquarters;• Working from home;
� Locations can be within a defined service area (so many miles from the main location/headquarters), within the state, out of state or out of country
Best Practices:Onboarding and Training
• First 90 Days� Checklists – for both applications and coding processes� Policies/Procedures� Teleworker Agreement� Technical Requirements� Privacy Requirements
• Training� System Training� Operational Bootcamp Training (Coding, Data Integrity, CDI, etc. )
� Coding Bootcamp Training
Tools and Training Materials• Checklist Review and Sign-
off• Bootcamp Weekly Education
How do I communicate effectively?Communication techniques that work..
How to communicate effectively…..
• Monthly Department Meetings
• Weekly Team calls
• One on One Meetings
• Rounding
• Emails – lots of them J
• Webinars
• Annual onsite team meetings
• Instant messaging if available
• Video Conference if available
Communication techniques……
• Listen with impact
• Facilitate with intent
• Ask good questions
• Focus on facts, not personalities
• Know when to manage individuals vs. team
Leadership accountability – what should a remote worker expect from their leader?• Clear and concise instructions
• Timely responses
• Recognition
• Availability
• Motivation
• Regular progress reports of performance� At least quarterly performance indicators
Clear Expectations…..
Employee accountability – what should a leader expect from a remote worker?
• Timely responses to communication� This includes other team members
• Accurate and timely work completion
• Advanced notice of any variations of schedules or workflows
• Regular and consistent schedules
• Learn from your mistakes
• Ability to receive constructive feedback
Clear Expectations…..
Common misconceptions about remote workers….
• Less productive
• Not as skilled
• ‘Time-wasters’
• Lower quality of work output
• More distracted
• Not engaged
• Do not effectively communicate
• Not team players
Inspect what you expect…
• Monitor Productivity and Quality� Employee scorecard – at least quarterly� De-identified dashboard – see sample on the next slide� Team challenges – encourage some friendly competition – it can be for the week or
just a day – even for a few hours. This is a way to bring FUN into the mix.
Inspect what you expect…
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EDS Week ending 3/19/16
Inspect what you expect…
• Deal with Challenges of Technology� Connecting home equipment� Personal versus company issued equipment� Internet requirements
• Create a Solid Downtime Plan� Email alternative such as webmail/alternate email address� System downtime expectations� Internet downtime� Report to onsite location� Know when to clock out
Challenges with managing a remote workforce - a review…
• Keeping team and individuals motivated� Constant feedback� Routine recognition and reward
• Managing and maintaining accountability� Set clear expectations� Time management/tracking tools� Transparent environment
• Technology� Back up plans for downtime: i.e. internet or electrical failures
Motivation and Recognition -How to Inspire your Remote Team to do MORE.
• Build a personal rapport with each employee• Schedule and conduct one on one meetings• Use video conference if available• Reinforce good behavior and address opportunities immediately• Mail birthday cards• Quarterly mailers- Candy grams, etc. • Reward and recognize• Make yourself available
Motivation and Recognition -How to Inspire your Remote Team to do MORE…and MORE• Encourage goal setting
• Keep the target moving
• Recognize the successes – no matter how small
• Use key players to encourage others – use best practices from within the team to motivate their peers
Lessons Learned Along the Way• Ensuring all the tools the team will need are readily available – AND – they
know how to find them and use them.
• Conducting a short yet impactful meeting – this was a hard one
• Working on production along with quality – prior to the remote environment
• Understanding the need for feedback – even the errors, critical components
• Getting cell numbers
• Understanding that each person accepts and gives communication in a different way – one blanket process will not encompass the entire team in all situations
Questions?• Contact information:
• Michelle Tompkins, michelletompkins@texashealth.org 682-236-7211
• Lakeyshia Moore, lakeyshiamoore@texashealth.org 682-236-7197
• Thank you!