STAR’ is first award honoring access staff

Employees nominate their peers

The University Hospital of Arkansas in Little Rock has instituted its first recognition program aimed specifically at access personnel, says Holly Jones, revenue integrity specialist and a member of the committee that selects the winner.

The first Striving Together Achieving Results (STAR) winner was chosen in November 2002, and the award is presented to another employee each month, Jones says. "During April, when we observe National Healthcare Access Personnel Week, we will choose a yearly winner from the monthly winners."

Access employees are nominated by their peers, who are asked to write a paragraph explaining why the person should be chosen, she notes. Nominations are given to the appropriate manager, who fills out an evaluation tool for the nominee, Jones adds. The STAR program is designed to honor employees who excel in such areas as leadership, team skills, professional appearance, and customer service, she says.

"There are various recognition programs around campus for nursing and other [fields], but we didn’t have any way of recognizing registration staff for a job well done," Jones adds. "The idea got sent to a managers’ meeting, they loved the idea, and we got a committee."

The STAR committee, which in addition to Jones includes a director and managers of various hospital clinics and departments, meets once a month to choose the winner, she says. All access employees are eligible, Jones notes, including point-of-service coordinators, access representatives, registration and appointment specialists, inpatient and emergency department admission representatives, and chart technicians.

The committee chooses the winner after reviewing the evaluation forms, she adds. "Monthly winners get a STAR’ pin that goes on their identification badge, a trophy that floats around month to month to keep at their workstation, and a certificate to hang on the wall," Jones says. "We send a letter to the [winner’s] manager." (Click here to see Peer Nomination Form and Manager Screening Tool.)

An article about the winner, along with the person’s picture, is circulated in campuswide newsletters and alerts, she adds.

[Editor’s note: For more information, contact Holly Jones at (501) 603-1132 or by e-mail at JonesHollyR@uams.edu.]