One of the things I love to do at OnPulse is role play with new hires. Role playing is their first glimpse of our passion and drive for caring for our clients and partners. Other team members handle much of the recruitment and training process, but when I’m given the opportunity to replicate our interactions with clients or providers - I jump at it.
Every candidate team member must possess character traits that represent our culture. Essential attributes include a heart for serving others, a track record of going above and beyond and the innate desire to make a difference in our clients’ outcomes or costs.
While evaluating newcomers to OnPulse, we really get to unearth how their past experiences will play out in our processes and ultimately our clients’ experience. A great session is when everyone's' light bulb goes off and we are all learning.
Much of our training focuses on prior client experience and issues where information and tasks can easily be lost in transition, especially when dealing with complex cases. This is our way to transfer our knowledge and experiences to one another.
We role play client calls, collaboration with community providers and the manner in which we arrive at the heart of our clients' needs, desires, motivations and fears. This helps us discover their barriers to care and reclaim their time and money.
Without script and with improvisation, we strive for a few simple goals:
- Be thankful (i.e. Acknowledge and thank the client and/or employer)
- Be genuine (i.e. tell the client who you are and why you do what you do)
- Find an opportunity to serve the client (i.e.you can't help anyone if you don't have trust)
- Follow-up with something that helps the client save money or time.
This process is a simple but a powerful tool for every participant. Role playing never grows old because it teaches us how to care for people and drives our teams' unity. No matter how experienced the candidate or team member - everyone is challenged and everyone is learning.
After a training event, I find myself smiling every time. I am often looking at the candidate saying, "I can't wait to introduce our clients to you! You are really going to help someone." Sometimes, I think this is the most important thing I can do - identify people who truly want to serve patients and their providers.