Selecting the right employees can influence a surgery center's reputation for better or for worse. Here are Mountain Surgery Center's tips on how to make sure your hires leave a positive impression.
1. Consider the patient mindset. Most patients aren't thrilled about appointments or undergoing procedures, but a friendly, courteous staff with developed people skills and expertise can help make the experience more pleasant.
2. Be clear about expectations. Define expectations for the tone team members should use over the phone, in emails and when answering questions — these key details determine a facility's reputation.
3. Aim for positive reviews. Patients will share their positive or negative experiences with others, and the latter could lead to fewer patients.
4. Be selective during the interview process. Certain office skills can be taught, while others — such as people skills — cannot. Seek candidates who can comfortably interact with patients. For example, a center that sees many Spanish speaking patients should recruit personnel with business-level Spanish speaking skills.
5. Recruit knowledgeable staff. Along with being aware of industry news and regulations, staff members should understand the legal responsibilities that accompany handling patient data. They should also have a grasp on software updates for communicating with IT staff.
6. Hire detail-oriented people. Staff members should be willing to go above and beyond to make sure paperwork is correct. Seek out individuals who would take extra initiative, such as double-checking information with the patient.
7. Check references. References can help determine if a potential team member is the right fit for your practice.