Outsourcing, insourcing, off-shoring, remote/virtual workers; the popularity continues to grow. Market conditions in the USA continue to evolve and sourcing in-office team members has proven to be a difficult process given the lack of quality resources and the shift upwards in salary and wages, and benefits. Developing a concise plan, setting clear objectives, and integrating into your culture are keys to success with remote teams. We will outline key points when working with your new remote teams for any number of roles or positions:
- Centralized Services
- Revenue Cycle Management
- Director of First Impressions
- Insurance Claims/Verifications
- Reactivation of Patients
- Executive Assistant
1-Identify Your Needs:
The first step is identifying your current and forecasted needs and any additional roles that could be outsourced more efficiently outside of your physical space/office. Do not let the limitations of the traditional mindset hinder your creative thinking to dampen the thought of a “ Dream Team”. You can have one and we all need one. Most positions can now be effectively outsourced. No, you are right, not the dentist, hygienist, or chairside assistant; but so many others can be a great fit as a virtual team member.
2- Video Interviews:
Right person, right seat, right bus! It is important that you do a thorough video interview of each candidate. At SupportDDS we thoroughly vet our trained dental teams before they get to your interview. We suggest interviewing three people to affirm they are the right fit to integrate with your existing team. Typically three candidates can be interviewed in as little as 20 mins each or one hour total. They are going to be on your team. Get to know them, hear their voice, and develop that first impression!
Tips and Treasures:
- Smile, even get them to laugh. They will be nervous.
- Have a prepared list of 3-5 questions.
- Discuss their long-term goals and life plan.
3- Onboarding/Training and Tools:
The onboarding process should be a time to set clear expectations on measurements and roles you expect them to fill. Designating a time to work with your remote team each day for the first ten to fifteen days is important to have all on the same page with clear plans.
4- Integrate and Assimilate – “Team Culture”
Make them feel a part of the TEAM! Have a weekly huddle? zoom them in. Celebrate monthly birthdays?, include them. Bonuses for meeting key objectives?, let them participate! The more you bring them in, love them, and make them feel at home, the greater level of success you will experience. In today’s world, it is all about creating the “culture”.
5-Reporting and KPI’s:
Measure what Matters! K.I.S.S. (Keep It Simple Silly) Don’t complicate the reporting. As you develop your teams, you can advance the metrics to a higher level as their confidence builds and you become more comfortable delegating more key objectives. Setting clear daily/weekly goals, developing a concise reporting mechanism to measure, and spending time each day will ensure the success of your team. No CRM or reporting format?, not an issue. There are numerous tools and apps to utilize that will keep the objectives squarely in front of you; Dropbox, Google Docs, Trello, and Monday.com, just to name a few.
6-Elevate Your Team
Your in-office team will LOVE YOU! Promise. Once they understand you are working hard to “elevate” them and overcome the fear you are trying to “replace” them, they will firmly embrace the new remote team. This will allow them to target not only the high priority/ROI items but increase their passion for their role as they focus on aspects of their position they enjoy!
Ready, Set, Grow!
JW Oliver is the Managing Partner for SupportDDS.com and ZimWorX.com Their mission is; “ A commitment to excellence while making a Global Impact for the kingdom.”