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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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