Congratulations! You’ve just hired a new team member to do your scheduling! Your productivity is about to go through the roof! She’ll arrive on Monday morning, ready to work and she’ll dive right in as soon as you…train her (insert “Debbie Downer” mwah-mwah-mwah noise here).
Training is essential, of course. You can’t just sit a brand-new hire down at her new desk and expect her to know the ins and outs of your practice and how you like things done. Even bringing in experienced work doesn’t give you an exemption from training – there are all kinds of new processes and procedures that need to be learned and a ramp-up period should not only be expected but planned for. Your productivity actually might go down in the first few weeks of on-boarding a new hire while you spend your time with her, showing her the nuances of her new workplace.
So how can you minimize this ramp-up period so that there is as little down-time as possible?
Consider creating a training manual. Include all of the forms that your practice uses, with notes on the proper ways to submit them and follow up on their progress. Write up your preferred introductory techniques, like how you’d like this phone answered or how you want your practice’s name spelled out in an email. Make a list of “dos” and “don’ts” that will guide a new employee on the best courses of action when speaking with a client or prospect. Lay out your expectations for how many calls should be made and what your expectations for the number of meetings you’d like to see booked in a month. And finally, manage your own expectations as your new employee becomes familiar with her new duties and learns the ropes. Give her time to get acclimated.
The ESA Solution
ESA’s hiring process is a rigorous one. A potential hire must go through a software proficiency test and a personality assessment. They are also quizzed on their ability to interpret data and apply it to practical scheduling use. When they’ve successfully passed these milestones, they can move onto interviewing.
Once hired, a new ESA scheduler will go through a full week of training using our proprietary modular system, complete with quizzes that must be passed before she can move onto the next lesson. When she proves competency, a new scheduler begins to help other schedulers with their accounts, learning alongside them by listening to calls and then making calls herself. She meets regularly with her team leader to go over performance and notes, finely tuning her skills as she goes.
After 45 days, new hires are given another short series of trainings to prepare them for getting their own clients. Only after she has shown proficiency and growth through both tested material and practical applications is a new scheduler ready to be assigned her own clients.
When you partner with ESA, you aren’t getting someone who is starting from the beginning with you. Even our newest schedulers have been through multiple layers of vetting and training to ensure that they have the proper knowledge and skills to be successful. Our company is set up, from day one, to make sure you and your scheduler are a winning team.
Share your favorite training tip in the comments below.