Six ways to help your remote workforce thrive

In the pre-coronavirus world, companies moving to a remote workforce could take months to develop and implement their plans. But the sudden onset of COVID-19 gave companies very little lead time to figure out how to set up and support employees to work from home. With no time for formal training, many organizations have been left wondering how they would help their employees stay motivated and productive in this new way of working. 

Discovery moved to a remote workforce model over a year ago and has gained a wealth of work-from-home expertise. Hoping to help other organizations thrive in this new remote world, we’re sharing some best practices based on what we learned.

1. Culture eats strategy for breakfast

Often attributed to management guru Peter Drucker, this adage reminds us that a company’s culture is often the glue that binds employees together and drives the desired behaviors throughout an organization. This holds true—and perhaps becomes even more important—when the “office” is virtual. Leveraging your organization’s culture will help employees feel more connected to each other and to the company. And it’ll create a virtuous cycle—the more you reinforce your culture, the stronger it’ll get. Is cross-functional team collaboration an important part of your culture? Use regular recurring meetings and communications—weekly emails from the CEO, monthly company meetings—to showcase how your teams are working collaboratively. 

2. Effective managers manage, wherever their employees are

Whether employees are in a physical office or working from home offices, effective managers are the ones who use the right combination of motivation, monitoring, and feedback to keep their teams productive and engaged. When faced with the need to manage their teams remotely, some managers may require more support than others. It can’t be overstated how important it is to invest in helping managers be effective—the ROI is huge. Tap into your highly-effective managers as resources to help build up other managers’ skills. Conduct regular meetings and trainings to reinforce best practices and develop management skills. When the pandemic hit, Discovery pivoted from monthly people manager meetings to weekly check-ins. This allows people managers to problem-solve the new COVID-19-related challenges their teams may be experiencing.

3. Make your expectations clear and water what you want to grow

Pandemic or no pandemic, a key to a company’s ability to reach its goals has always been setting clear expectations and ensuring that all employees understand those expectations. Clear expectations act as a connecting force throughout your team and organization, creating alignment so everyone is working together to make the right things happen. At Discovery, we’ve defined our expectations through our five Core Values—Trusted Quality, Reliable Results, Applied Innovation, Mindful Stewardship, and Profound Client Value. These values guide every single employee’s decisions and actions. 

Being clear with expectations must be coupled with holding ourselves and others accountable. Team and company leads need to proactively manage their processes in order to get the results they expect. Water what you want to grow—reinforce accountability, reward positive behaviors, celebrate employees who demonstrate their commitment to goals. When employees are remote, it’s critically important to do these things in a way that others can “see.” Discovery uses an online “Impressions” portal for giving and receiving kudos to employees who demonstrate behaviors consistent with our expectations. Everyone in the company can see who’s living our Core Values.

4. Trust…and verify

If you’ve clearly set expectations and are holding people accountable, then you’re well on your way to mastering this best practice. Being remote requires a good deal of trust that employees are managing their time effectively and concentrating on the right things. But you must also check in and check up. Make it a priority to connect with team members on a regular basis so they know you want to stay connected to what they’re working on. This also gives you an opportunity to ensure every team member has what they need to do their job effectively. Use a combination of instant messaging, video conferencing, email, phone, texts, or whatever works best for you and your team to be available and responsive when questions come up. Remember to also check in with employees frequently just to ask how it’s going.

5. Flexibility is free productivity…and free employee engagement

Flexibility is the secret sauce for helping remote employees stay productive. Nearly everyone’s daily life has been disrupted by social distancing, work furloughs, school closings, and other changes. Managers can help remote employees stay on task by working with them to establish schedules, processes, and timelines that balance individual needs with those of your team. Even a small accommodation like moving a meeting by 15 minutes can make a big difference. And remember, life at home still goes on even while employees are working. Learn to embrace those everyday interruptions!

6. Above all else, stay connected and communicate, communicate, communicate

Make sure your teams know what’s going on and have the information they need to do their jobs. People crave personal interaction, and working remotely can cause feelings of isolation and being cut off socially from coworkers. Carve out time during the day for your employees to connect with others. Take virtual coffee breaks or meet-up by video conference to brainstorm ideas, problem-solve, or just talk. You can even plan a virtual happy hour, virtual escape room, or other team events. It doesn’t have to be formal; be sure to lean on your employees for ideas. An unexpected benefit of working virtually is that co-workers are often more open and relaxed outside the office environment. Use this to your advantage and get to know each other on whole new level! 

COVID-19 has presented some unique challenges for organizations suddenly transforming to a remote workforce, and it may take some trial and error to find the right approaches to managing in this new environment. By focusing on the things that are important at all times—culture, effective management, clear expectations, flexibility, and communication—you and your remote workforce can indeed thrive!

Please stay safe and remember we’re all in this together! 

 

Share your work-from-home management tips with us on LinkedIn and Twitter.

Learn more about our response to COVID-19.

Philip GarrisonSix ways to help your remote workforce thrive
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How I Thrive: “My husband and I have a standing pizza and movie date night” with Heather Rodemann

As part of their How I Thrive series, Authority Magazine asked Discovery Vice President of Subrogation Operations Heather Rodemann for her take on how one can thrive in three areas—body, mind, and heart.

Click here to read the full article.

Heather RodemannHow I Thrive: “My husband and I have a standing pizza and movie date night” with Heather Rodemann
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Jason Brown on the road ahead for payment integrity

As the industry transitions from volume to value-based healthcare, health plans face increasing pressure to better manage costs and ensure payment integrity. We recently sat down with Jason Brown, CEO of Discovery Health Partners, to get his thoughts on recent trends and how they’re shaping the road ahead in 2020.

Healthcare continues to change and evolve. What do you see as some of the trends setting the stage for optimizing payment integrity?

Health plans face a number of challenges when it comes to ensuring the right care is provided to the right member for the right amount. Complex billing processes, changing regulations, outdated and disparate data systems, and overlapping coverage all contribute to improperly paid claims. Today, nearly a third of claims are paid incorrectly, leading to billions in administrative waste.

In 2020 and beyond, we anticipate health plans will continue to struggle with rising healthcare costs, numerous competing priorities, and a lack of resources. Furthermore, changing regulations and mandates will continue to add layers of administrative and clinical complexity to a system already bogged down in paperwork. While there is no clear path to cost containment, there are ways health plans can work toward transforming their payment integrity approaches. An example is leveraging advanced technologies to move from retrospective payment to prospective payment—by detecting improper claims before they are paid, health plans can keep costs in check, increase member satisfaction, and most importantly, cultivate healthy provider partnerships.

What are some of the ways Discovery is helping health plans address their payment integrity challenges?

This past year has been an exciting time of innovation and growth for Discovery. We have an expanded suite of payment integrity solutions—Coordination of Benefits, Subrogation, Data Mining, Clinical Audits (in areas such as diagnosis-related group (DRG) audits and itemized bill review audits) and Premium Restoration. Our integrated solutions are designed to work together. This connected approach helps optimize claims recoveries and avoid future expenses across the entire claim lifecycle while reducing provider and member abrasion.

What makes Discovery unique is that our solutions start with our clients’ own data and processes. We leverage the latest analytical tools and technology like machine learning to identify patterns that present opportunities for cost recovery and cost savings. By blending artificial intelligence with human expertise, we identify hidden errors and root causes that are often overlooked. We also provide the highest levels of support to our clients, acting as an extension of their teams, to free up their internal resources so they can focus on other business priorities.

Since its inception, Discovery has been proud to provide flexible solutions that help health plans solve their payment integrity challenges. Our newly formed Client Council provides a platform for clients to share industry insights and challenges with their peers and help drive product innovations with Discovery. Going forward, custom-tailored solutions like ours will be key to helping plans manage costs while maintaining the high levels of care that their members expect.

What’s on the horizon for Discovery in 2020?

During the past decade, we’ve demonstrated measurable success by helping our clients improve operational efficiencies, increase claims accuracy and payment, and recover dollars back to their health plans.

From 2020 forward, we will continue to evolve existing solutions and create new forward-thinking approaches to help plans prevent and recover inaccurate payments. By expanding our use of data analytics and data integration and accelerating our investments in research and technology like machine learning and predictive analytics, we will help health plans capitalize on information to coordinate claims correctly. Once individual plans reach the point where they are paying the appropriate amount for the healthcare that’s delivered, they can re-invest in clinical care for their members.

At the same time, we will position clients to transition toward a more proactive approach to cost management. Reimagining the payments process and applying insights further upstream will be key to enabling providers to take advantage of opportunities to proactively change wasteful behaviors.

And of course, we’ll continue to keep our finger on the pulse of the industry. By building partnerships with our clients, industry organizations, agencies and others to learn about best practices and stay on top of the latest trends, we can prepare clients for the challenges ahead.

 

Find out how Discovery Health Partners can help strengthen your payment integrity initiatives in 2020. Contact us today!

Jason BrownJason Brown on the road ahead for payment integrity
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