In this episode of the MGMA Insights Podcast, host Daniel Williams sat down with Tracey Schwartz, Vice President of Operations at Ascension Medical Group, to explore effective strategies for improving employee retention. With over 1,000 providers under her leadership, Schwartz offers valuable insights into creating a supportive work environment that fosters employee satisfaction and loyalty. Schwartz will also be speaking at the MGMA Staffing Conference on the topic of "Employee Turnover: Why Your Team is Leaving and What to Do About It."
Fostering career growth from within
Tracey Schwartz’s rise from a medical assistant to VP of Operations is a powerful example of how organizations can benefit from promoting internal growth. Starting at the front desk, she quickly advanced by learning new skills and taking on greater responsibilities. Schwartz credits her success to the culture of growth and opportunity at Ascension, where employees are encouraged to expand their skill sets and pursue leadership roles. "I just wanted to feel like I was being productive in my day, giving back, feeling personal satisfaction from my work," she explains.
Adapting to new workforce expectations
The COVID-19 pandemic has significantly shifted workplace dynamics, emphasizing the need for flexibility and adaptability. Employees now prioritize work-life balance more than ever, seeking roles that offer flexibility alongside competitive compensation. Highlighting the necessity for healthcare organizations to adapt to these changing expectations, Schwartz notes, "People came to expect flexibility...you needed to keep the engine moving."
Addressing turnover
One of the first steps in tackling turnover is understanding why employees leave. Schwartz shared her surprise at healthcare workers transitioning to roles in unrelated industries, emphasizing the need to align job roles with employee expectations. A well-executed onboarding process is crucial for engaging new hires and reducing early turnover. "The first 90 days are critical to get it right," Tracey emphasizes. Ascension Medical Group has revamped its onboarding to include clear expectations, mentorship, and a welcoming atmosphere for new employees.
Creating a culture of engagement and leadership development
Effective leadership is a cornerstone of employee retention. Schwartz mentions that leaders who engage with their teams and are committed to their success can significantly impact employee satisfaction. She also underscores the importance of understanding what motivates employees and aligning their work with personal interests and strengths. This approach helps create a more fulfilling work environment that encourages long-term commitment.
Strategies for improving retention
- Create clear pathways for career advancement: Implement internal training programs and provide mentorship opportunities to help employees develop new skills and prepare for leadership roles. Regularly discuss career aspirations during performance reviews to tailor development plans accordingly.
- Offer flexible work arrangements: Introduce hybrid work models and consider flexible scheduling options where possible to accommodate employees’ needs for work-life balance. This approach not only enhances employee satisfaction but also helps attract talent from diverse backgrounds.
- Conduct comprehensive exit interviews: Implement a structured exit interview process to gather insights into why employees leave. Use this feedback to identify trends and areas for improvement, such as compensation, benefits, or workplace culture, and make necessary adjustments.
- Develop a comprehensive onboarding program: Create a detailed onboarding checklist that includes pre-start communication, training schedules, and a mentorship program. Ensure new hires are introduced to their team and feel supported from day one to increase their chances of long-term success within the organization.
- Focus on leadership training: Invest in leadership development programs that emphasize relationship-building, communication skills, and hands-on management practices. Encourage leaders to be present and involved with their teams, showing support and understanding of their day-to-day challenges.
- Align roles with employee interests: Conduct regular one-on-one meetings to discuss employees' interests and career goals. Provide opportunities for them to work on projects that align with their passions, increasing engagement and job satisfaction.
The 2024 MGMA Staffing Conference will be held August 15-16 in Burlington, Mass.
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