Talent’s Impact on HCAHPS

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Talent’s Impact on HCAHPS Presented To IHES

March 6, 2013


Introductions

Mike Soisson SVP, Healthcare Practice Leader

Tara Cassady SVP, Client Service


Compelling Pressures


Impact on Your Workforce

Impact of Your Workforce

Assessing Candidates, Costs and Your Current State.

Today’s Discussion


Patient Room

Environment

Patient Experience

Patient Satisfaction

HCAHPS Score

Drivers for Payment Levers

Quality Measures

Clinical Outcomes DSH Payments


Investment in your current staff is great… …but what about new hires?


Common Current Practice

• Performance History

• Educational Background

• Knowledge Areas

• Tactical Abilities

• Certifications/Licensure

• Likeability

• Job Search Motivation

Necessary Next Practice

All of those, and:

• Cultural Fit

• Customer Service

• Workplace Motivators

• Adaptability to Change

• Coach-ability

• Openness to Innovation

• Character Traits

Assessing Candidates


New Required Skills

Passionate & Engaged

Team Players

Patient Centered

Critical Thinkers

Technology Oriented

Sense of Urgency


Lower reimbursement equals less cash and less capital to re-invest. Is it possible to get more for less?


Centralized Services • Billing

• Finance

• Payroll

• Food Service

• Environmental Service

• Credentialing

• Compliance

• Recruitment?

Take Advantage of Consolidation


• Recruitment team overhead • Technology costs • Advertising/job boards • Recruitment marketing • Candidate travel and lodging • Relocation expenses • Process improvements • On-boarding

HR’s Budget • Recruitment team overhead • Technology costs • Advertising/job boards • Recruitment marketing • Candidate travel and lodging • Relocation expenses • Process improvements • On-boarding

HR’s Budget

• Agency fees • Hiring manager investment • Overtime • Search firm fees • Cost of turnover • Lost operating revenue • Time to productivity

Organizational Costs of Vacancy


Shift Fixed Expenses to Variable Expense

Client Fixed Expense (thousands)

Pinstripe Variable Expense Solution (thousands)

Monthly New Hires

Pinstripe’s solutions deliver 15-40% savings.

Jan Mar May July Sep Nov

140

100

60

Imp

lem

enta

tio

n

Savings


We’ll bet you’re still thinking your talent acquisition is fine.

But are you truly confident it’s prepared to adapt?


Common Practice

• The “gut check”

• Time to Fill metric

• Cost of Hire metric

• Recruiter Likeability

• Quantity of Applicants

What You Should Expect

• Retention

• Aging of Requisitions

• Data-based Decisions

• Workforce Planning

• Cost of Vacancy Metrics

• Recruiter Effectiveness

• Quality of Candidates

• Candidate Satisfaction

• Hiring Manager Satisfaction

Assessing Your Talent Acquisition Function


Financial Analysis

Direct Recruitment Costs

• Recruitment advertising/marketing.

• Recruitment staff costs.

• Contingency/Retain search fees.

• Onboarding expenses.

Leadership Costs

• HR Leadership salaries attributed to recruitment.

• A portion of hiring manager salaries attributed to time spent on recruitment.

Staff Turnover Cost

• Turnover costs of new employees.

• Assumes 1.0 times annual salary.

• Knowledge loss of new employee.

• Orientation and training costs of preceptors.

Registry, Agency & Overtime Costs

• Overtime due to vacant positions.

• Registry and Agency due to vacant positions.

• Lost revenue due to vacant positions.


Our Impact on Compelling Challenges

Operational Efficiency

• Workforce Planning. • Prioritize openings that drive revenue. • Innovation, Agile, LEAN and Six Sigma practices.

• Thorough assessments and competency testing. • Patient satisfaction and quality outcomes. • Compliance and continuity of care.

Quality

Technology

Service Excellence

Reduce Costs/ROI

• Access to latest HR Technology without capital investment. • Ongoing maximization of technology. • Attracting and hiring the “high-tech” workforce.

• Competitive Advantage - “Employer of Choice.” • Brand Differentiation. • HR, Hiring Manager Satisfaction, and Candidate Satisfaction.

• It’s all about the metrics. • Reduced Costs; Time to Fill; Quality of Hire; Engagement. • Patient Satisfaction; Physician Satisfaction; Retention; ROI.


• Instilling confidence in your leadership?

• Talking to their customers every day?

• Aligning with your organizational strategies?

• Effectively playing the role of Talent Gatekeeper for both new hires and existing staff?

• Fostering a Culture of Innovation and Change?

• Flexibly adapting their practices to address your new needs or challenges?

• Knowledgeable about what’s coming next?

• Making proactive decisions based on metrics?

• Sharing executive dashboards and reports?

Is your HR Team…


What’s Missing from Your Recruitment Process?


Your People!


Awards & Recognitions

2012 HROA North America Recruitment Customer Relationship

2012 Everest Group RPO Star Performer

HRO Today RPO Baker’s Dozen Five Consecutive Years

• Led by human resource executives with deep healthcare provider experience.

• Provides customized, scalable solutions.

• Produces transformative results.

• Increases candidate quality.

• Driven for innovation and continuous improvement.

• Averaging 97% stakeholder satisfaction.

Pinstripe Healthcare


With GREAT PEOPLE & GREAT CARE Organizations Achieve:

• More Engaged Employees. • Deep-Rooted Cultures. • Lasting Patient Relationships. • Quality Outcomes.


HAVE YOU

SETTLED AT

GOOD OR DO YOU STRIVE

TO BE GREAT


“Pinstripe got our brand

right away. They use

the same words we

would, and are actually

more conscientious in

customer service than

we were internally.”

- Debbie Walkenhorst, Regional VP HR

SSM Health Care – St. Louis

Mike Soisson [email protected]

(717) 795-9010

Tara Cassady [email protected]

(262) 439-1428

PinstripeHealthcare.com

Thank You!

mailto:[email protected]

mailto:[email protected]


Appendix


Sample Executive Scorecard

Hires= 189

Hiring Manager

Interviews=353

Recruiter Interviews=6

83

Sourced 21,862

Current Opens

Sourced Candidates

Recruiter Interviews

Hiring Manager Interviews

Offers Extended

Offers Declined

Offers Accepted

99 21,862 683 353 239 47 189

90 Day Retention

96.5%

HM Interview: Offer

1.23:1

Period from 6/1/2012 through 12/31/2012

Recruiter Interview: HM Interview

1.93:1

Agency & Traveler Costs

Locum Tenens Costs

Overtime Costs

Search Fees

Recruitment Marketing Costs

$ $ $ $ $

Average Days Open

89 (67 aged reqs)

98% Hiring Manager Satisfaction

97% Candidate Satisfaction

$ Average Cost Per Vacancy

Talent’s Impact on HCAHPS

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