The Challenge
One of the largest, top-ranked children's hospitals in the United States was facing a surge in staff hiring, while at the same time new government regulations created major changes in their internal processes and procedures across most of the hospital.
They were using a variety of different staffing services with inconsistent processes and results, which when left uncontrolled, increased the risk for poor patient care and potential legal action. Their challenges included:
- Decentralization - no control over ordering process (more than 50 different staffing providers submitted invoices in one year)
- Inconsistencies in screening - especially risky in the heavily regulated hospital environment
- Quality of contingent employees - 50 percent didn’t pass background checks when considered for regular positions with the hospital
- Time to fill - many requisitions were open for several weeks with no communication as to when they might be filled
- Orientation or training - New temporary employees were inconsistently informed about the hospital regulations and job expectations
- Excessive time spent by managers - an inordinate amount of time was spent handling contingent staff ordering, interviewing, employment issues and invoicing errors
- Uncontrolled cost - there were many uncontrolled temporary assignment extensions which exceeded department budget levels and caused inconsistent billing from department to department
The Action Plan
Pro Staff streamlined vendor usage and provided on-site management for all non-medical contingent staff covering multiple skill areas - administrative, technical, information technology and accounting. Implementation was challenging because of the high number of end-users, the non-profit business environment, little support at the management level for the program, and limited internal communication of Pro Staff’s new role with the hospital.
Despite the challenges facing the new partnership, Pro Staff was able to successfully take control of all flexible staffing needs to provide vendor management, consistent service, and streamlined processes including:
- Establishing open communication channels working within hospital protocol · Setting benchmarks for assignment extensions, turnover, time-to-fill ratios, manager’s time, quality and reassignments
- Facilitating screening procedures including background checks, drug testing, education verification, references, and medical tests as needed
- Conducting software and manual skill testing
- Installing automated timekeeping system for optimal payroll
- Providing uniforms and parking allowance
- Providing a constant float pool of people for the customer to call on 24/7 which included supplying pagers and 24 hour access to a Pro Staff manager
- Managing the entire process from requisition to onboarding to reassignment
- Conducting performance evaluations with supervisors annually
- Customizing weekly and quarterly management reports
The Results
As a result of Pro Staff’s presence, all contingent employees began passing the nationally accredited screening, which included orientation and training, before being placed. Turnover was reduced greatly and remains minimal, and nearly 100 percent of Pro Staff’s flexible talent are hired full time by the hospital.
In addition to improved patient care, reduced legal risk, improved productivity of hospital directors and managers, nearly $500,000 is saved annually by the hospital as a result of the partnership with Pro Staff.