By J.W. Oliver Jr.
Change and growth will be the focus for successful DSOs looking to make an impact in their community, industry, and on the bottom line, in 2022. A critical element to their success is hiring the right people for the job while cultivating a culture that’s in line with the organization’s mission and core values.
Kaizen, a Japanese term meaning “change for the better” or “continuous improvement,” can help a rapidly growing company with this element. It is a Japanese business philosophy regarding the processes that continuously improve operations and involve all employees. Kaizen sees improvement in productivity as a gradual and methodical process. The concept of kaizen encompasses a wide range of ideas. It involves making the work environment more efficient and effective by creating a team atmosphere, improving everyday procedures, ensuring employee engagement, and making a job more fulfilling, less tiring, and safer.
The DSO industry is experiencing almost immeasurable growth. Continuous improvement in processes, hiring the right person for the job, and managing an office environment is no job for Barney Fife, Mayberry mentality. It requires a strategic and well-defined plan.
Mission and Core Values
If you do not have a well-defined mission statement and core values, make that a priority. Centering every decision around these – asking if the decision gets you closer to or further away from the mission – can make decision making painless and move your organization along the right path like a compass set on “True North!”
At SupportDDS, ours is “A commitment to excellence while making a Global Impact for the Kingdom.” With our core values: Faithfulness/Generosity/Resilience/Inspirational/Excellence.
If you do not have a well-defined mission statement and set of core values, make this a priority. Use your team to assist in developing these, and then as the leader, finalize and implement.
Not Me but We
Hire for the TEAM! CEOs, owners, and executive leadership will often look at areas that they feel or anticipate they will need help in while failing to incorporate or bring the team into the decision-making process. Learning where potential weaknesses are at currently, or where lack of manpower in certain areas exists, can assist in developing the team approach and set you on a course for success to build a culture of inclusiveness.
Ask Who not Why
Common mistakes that remain a detriment to culture and team include directing inefficiencies towards a particular position or person. Often we assume the position they originally were hired for can be done with the same manpower with disregard to the load. We must consistently meet with and evaluate the work required of each team member. Culture is being respectful of team members’ time and their role in the success of the organization. KAIZEN!
Take the office manager’s role. When there were minimal new patients each month, it was expected they could handle the load surrounding insurance verifications, new patient forms, follow-up to treatments plans, A/R, etc. As the practice and/or a number of practices grew, the necessity for skilled and trained teams to handle each of these independently became imperative. Building teams in RCM, Re-care, Insurance claims/verifications, and other critical roles can be counter-productive to your core team in building a culture that embodies your mission and core values.
Ask questions, find out where the “boots on the ground” see a bottleneck and have a need for assistance. This will enable you to “elevate” those team members to new heights, thus allowing them to flourish in the role where they excel. Have enough resources to handle important tasks during lunch hours, team huddles and even after-hours phone calls. Utilize remote teams to support your team to enable growth. Think outside the box. Empower your team.
Do your team members have a clear definition of their roles and enough support to complete the tasks? Culture is having enough resources to the workload while exceeding the patient experience.
More Time/More Profits/More Impact
2022 presents an opportunity like no other. With the right attitude, the right plan and the right team members, you can expect exciting changes and exponential growth. As you expand those horizons, bringing on teams that fit your culture will be your most difficult challenge. Consider utilization of remote/virtual teams to aid you in meeting your goals and developing the culture.
SupportDDS is an excellent resource for full time, dedicated team members with university education levels that can far exceed your expectations.
“Your Systems, Your Way.” Our objective is not to show you a new way, but to implement our teams seamlessly into your organization, absorb them into your culture, and create an environment for KAIZEN to be embraced and allow for success! The key is the right people to fit the position.
This focus allows you to have more productive time for yourself and your team, increase efficiency and profitability while making an impact on healthcare and the persons of the community. KAIZEN!
|J.W. Oliver Jr. is the Managing Partner for SupportDDS.com.