Patient Support Services (PSS) revamps onboarding process to improve employee experience
By Amanda Portelli, Communications Intern
The onboarding process for Bayshore’s Patient Support Services (PSS) team has recently undergone a significant update. The new process, which was refined with input from Hamza Khan, Learning and Development Specialist and various PSS team members, includes critical soft & technical skills, an overview of the PSS landscape, reimbursement training as well as comprehensive role- specific training and shadowing.
“This program emphasizes the development of key soft and technical skills such as customer service, organization, professionalism, Customer Relationship Management (CRM) and Microsoft Excel, which are crucial for transitioning the new hires into their roles,” says Hamza. “This approach ensures that new employees are well-equipped to manage their responsibilities and collaborate effectively from the beginning.”
The revamped onboarding provides a comprehensive understanding of the company’s functional areas. The sessions focus on imparting essential skills, including effective learning skills, time management, familiarity with the CRM platform, and an introduction to Bayshore’s culture.
“The updated onboarding process is enhanced with interactive training modules and comprehensive resource access, fostering confidence and preparedness in new hires for better patient support,” says Nicole Brown, Director, PSS Operations. “Hamza’s positive influence and strategic steps, including assessments, collaborative planning, interactive modules, and continuous improvement, have significantly improved the onboarding efficiency in the PSS department.”
Feedback from new and returning hires has been overwhelmingly positive, with many highlighting the session activities as instrumental in helping them understand their roles and the company’s operations better.
“I’m a returning Bayshore employee and was very pleasantly surprised with the new and improved onboarding process. It was a great experience being able to connect with new team members and learn to navigate applications,” says Michelle Jackson, Associate Director. “At the end of the week, I felt that I knew where to look and who to go to should I have any questions.”
“I had a really great experience with the onboarding at Bayshore. I felt completely supported, respected, and very excited about my new career. The onboarding was an amazing introduction to Bayshore and I’m so happy to be working with such a great group of professionals,” says Corry Magee, Registered Nurse.
The revised onboarding process quickly integrates new hires into their roles and the Bayshore culture. This improvement shows how much the company cares about helping its team work well and make a difference from day one.
“Revamping the onboarding process is something I’m very proud of,” says Hamza. “I take pleasure in conducting the training sessions, welcoming newcomers to Bayshore, and preparing them for success in their roles and in the company culture.”