Objectives of LEAP

       Patient financial services (PFS) is comprised of 14 departments in multiple locations with numerous employees in various roles and responsibilities from front-end registration to back-end collections.

• LEAP will provide the opportunity for employees from each department to observe, learn, and exchange ideas with employees in other PFS areas.
• LEAP will allow visiting employees to learn about the function and processes of other departments and how their own duties may impact work in other areas.
• LEAP will open lines of communication between fellow PFS employees by providing a space for dialogue and feedback.

Guidelines for LEAP

       Each participating PFS department will select and/or nominate departmental ambassadors to represent each functioning area of the department. Departments will host 1-2 visitors per month. Visitors will be greeted by the departmental ambassador, introduced to other personnel, and will spend the remainder of the time observing and interacting with the ambassador. Visitors will stay with the host department for a full eight hours, 1st, 2nd, or 3rd shift (preferably with a meal together).

• Ambassadors will present information to visitors regarding how their individual job duties contribute to the department and the division. Ambassadors will provide examples of job duties and what activities constitute a typical work day. Visitors will be free to take notes, ask questions, offer suggestions, and discuss how processes in their own department relate to the host department.
• Host departments can provide literature to visitors and/or examples of common materials utilized by employees.

• Visitors will be asked to complete a survey following their observation experience.
• Ambassadors will be selected by managers; visitors may volunteer and can participate at the discretion of their managers.
• Managers should take into account the willingness and initiative of employees to participate in the program as ambassadors and/or visitors. Those employees who participate as ambassadors and visitors will receive formal recognition.

Job Descriptions of Participants

• Ambassadors have worked in the department for at least one year. They are willing to represent the department, to teach, and to share many aspects of their job duties with other employees. They will provide a positive atmosphere for learning and exchange as well as demonstrate a welcoming attitude to visitors.
• Ambassadors will also be responsible for notifying the department when visits are scheduled and who is coming from which area. That way, ambassadors can encourage the whole department to be welcoming.
• Visitors have worked in the department for at least six months. They express an interest in understanding the processes of other areas and desire interaction on a positive level with employees from other areas.

Training Requirements

• Ambassadors will be trained through either written guidelines and expectations or a short training session in which they will be encouraged to communicate positively with visiting employees and given suggestions regarding how time with visitors can be best spent.