In response to COVID-19 many teams have abruptly made the change to working remote. HRG Executive VP, Jason Coffin & Executive Director, Teresa Tate, will discuss tips, tricks & tools to successfully manage your remote workforce. They will share best practices on minimizing miscommunication, maximizing production & maintaining employee engagement while ensuring the highest level of security for clients.

1. © 2020 Healthcare Resource Group, Inc. ALL RIGHTS RESERVED. hrgpros.com
Presented by:
Jason Coffin- HRG Executive Vice President, OutPartnering™
Teresa Tate- Executive Director of HIM
COVID-19 Support: Leading Remote Staff

2. © 2020 Healthcare Resource Group, Inc. ALL RIGHTS RESERVED. hrgpros.com
Key Takeaways
Communication tips &
tricks for remote
workforce.
Production
management and
employee engagement
best practices
Considerations for a
secure remote
environment

3. © 2020 Healthcare Resource Group, Inc. ALL RIGHTS RESERVED. hrgpros.com
Communications
Employee Concerns
• Isolation
• Accessibility to leadership
• Limited resources
• Less engagement in culture
Strategies to Address
• One on one meetings with supervisor
• Daily team huddles
• Team chat
• Deployment of web cameras
• Executive leadership visibility

4. © 2020 Healthcare Resource Group, Inc. ALL RIGHTS RESERVED. hrgpros.com
Leadership Changes
• Meeting need to be purposeful engaging
• Find time each week to connect with staff
• Remember to make personal connections
• Find more ways to praise and encourage team
• Become more goal driven
• Data will be more important than opinion
• Might have more wait time to get answers
• Employees have a life and working from home
does not make them accessible 24x7
Changes
you
might
need to
make as
a leader.

5. © 2020 Healthcare Resource Group, Inc. ALL RIGHTS RESERVED. hrgpros.com
Production
Work at Home
Environment
Adequate hardware and
Internet speed
Workspace free from
distraction
Chat or phone tools
Tools to improve tracking
and production
Performance
Metrics
Clearly identified
expectations
Easily accessible
reporting
Monthly balanced
scorecard delivered
personally
Communication
Daily/weekly team
huddles
Share information about
client and mission
Looks for ways to
celebrate successes
Unexpected
Policy to address
outages by staff and/or
client
Ability to virtual shadow
for coaching
opportunities

6. © 2020 Healthcare Resource Group, Inc. ALL RIGHTS RESERVED. hrgpros.com
Employee Engagement
• Ask about abilities to
work remote
• Probe leadership styles
and expertise
• Hire for cultural fit
Hiring
Culture
• Discuss client
expectations and results
• Ownership mentality
• Send company branded
items
• Competitions & prizes
Company
Mission
• CARE Committee
• Health & Wellness
Committee
• Veterans for Veterans
• Master Builders
• Innovation Committee
Employee
Involvement

7. © 2020 Healthcare Resource Group, Inc. ALL RIGHTS RESERVED. hrgpros.com
Security
Security Necessities
• Secure workstation with routine security updates
• Secure connection
• Workspace free of distraction
• HIPAA and PCI compliant processes
• Printing solution
• Policy on phone use for calling patients or insurance companies
• Phone scripting for interruptions
• Ability to monitor system utilization

8. © 2020 Healthcare Resource Group, Inc. ALL RIGHTS RESERVED. hrgpros.com
Final Thoughts
Employees need to hear from you often.
Communications
YOU make the difference.
Leadership
Remote work requires a more focused approach to
production management.
Production
Starts with new hire process and find ways to build
work community.
Employee
Engagement
Must ensure you safeguard information.
Security

9. © 2020 Healthcare Resource Group, Inc. ALL RIGHTS RESERVED. hrgpros.com

10. © 2020 Healthcare Resource Group, Inc. ALL RIGHTS RESERVED. hrgpros.com