Why Hospitals Shouldn’t Hire Their Own Back Office Staff

A hospital is much more than doctors and nurses. The support staff that works behind them—running numbers, ensuring the hospital is kept clean, collecting payments—are also a valuable part of a hospital, albeit perhaps not the ones that come to mind first.

Many hospitals struggle with finding the right type of staff to help support them. They either aren’t efficient, or aren’t adept at learning and adapting to the changing environment of the medical field. With the many changes in healthcare and insurance over the past several years, it’s very important to have a back office staff that can think on their feet while maintaining a positive attitude and efficiently doing their jobs.

Of course, another option is to simply not hire your own back office staff. Instead, find a partner that can create a seamless interaction for your patients without the patient being any the wiser that they aren’t speaking to someone inside your hospital’s walls.

Need convincing? Here are a few reasons to not hire your own back office staff.

Hiring Takes Time & Money

Searching for the right employee takes a lot of valuable time and money. Posting jobs, rifling through resumes and applications, interviews, follow ups, and calling references are a time suck. While having a back office staff is important for your hospital to continue operating efficiently, it’s costly and inefficient to have to hire someone who, ultimately, may not be a good fit after all.

A survey by Allied Workforce Mobility stated that the average cost to fill a position is, after all of that time and effort was factored in, roughly $11,000. How many times are you hiring every year? How much money does it cost you?

Training Takes Time & Money

Even the most experienced job candidate will require on-the-job training once they’re on board. The Association for Talent Development, which researches job training and development for many industries, released a study that found organizations invested $1,208 per employee on training in 2013.

And most training organizations recommend a full-fledged onboarding program for every employee. While these programs require extensive time to create and implement, it’s usually worth it. According to the same survey mentioned above, businesses lose about 25% of their employees within a year without a strong onboarding program. That’s a lot of time to invest in finding the right employee, only to lose them due to lack of training.

And for hospitals, it’s even more important. As changes occur in healthcare—like the ICD-10 codes—employees will require constant training to stay fresh.

Benefits Packages Aren’t Cheap

As the ACA continues to evolve and change the way we offer insurance to full time employees, we’re all learning that benefits packages that include insurance and retirement benefits aren’t cheap. And while some of those costs can be passed on to the employee, a good benefits package is a major draw to some of the best potential employees. Add that you ultimately don’t know if an employee will make it 60 or 90 days, and the investment in hiring, onboarding, and providing good benefits to an employee will pay out for you in the long run.

It’s an Employees Market

There’s a saying that’s been around for a long time: “You just can’t find good help these days.” It was true back in the ‘60s, and it’s still true today. It’s increasingly difficult to find people who are competent at performing the kinds of tasks you need a back office staff to perform. This means sifting through those large piles of resumes becomes even more difficult as you’re trying to play a guessing game—will this person work out? Are this person’s credentials accurate? Is this person’s experience with the software actually “expert?”

In the long run, you can save yourself a load of headaches by partnering with a company that can provide you—and your patients—with exactly what you need out of your back office staff. Instead of spending the amount of time and money to hire one person a dozen times over, instead focus on finding a partner that will take care of everything for you, and help you manage your revenue cycle more efficiently.

Contact HCM today to learn more about how we can help you close your revenue cycle more efficiently.


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