How ‘Engaged’ Are Your Registrars, Really? Face-To-Face Conversations Say More Than Surveys
To assess “engaged” employees — those who are enthusiastic and involved with their work — patient access leaders use informal conversations in addition to survey scores. Some approaches include the following:
- Ask specific questions when meeting face-to-face with registrars.
- Observe whether employees offer solutions or participate in initiatives.
- Always follow up with reported concerns, even if the answer is no.
At Boston-based Tufts Medical Center, an organization-wide survey on employee engagement is conducted every three years. The information assesses how enthusiastic and involved people are with their jobs, but its usefulness to patient access leaders is somewhat limited.
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