Take Key Steps to Reduce Burnout and Increase Retention
By Peter Lyle DeHaan, Ph.D.
We hear a lot about work-life balance. This is extra challenging in the healthcare industry, as well as with call center work. The combination of these two areas in the medical call center, results in a need to strive to achieve a work-life balance. Doing so will help reduce employee burnout and increase retention of both management and frontline staff.
Consider these areas.
Nurses and Frontline Staff
Strive to provide a separation between work and nonwork activities for all non-management staff. Employees in the office, taking calls are working. Nonwork time is when they’re not in the office taking calls. Don’t intrude on their nonwork time. This means not calling, texting, or emailing. Even if the interaction seems minimal, it sucks the employee back into a workplace mindset and detracts them from the nonwork activity they’re immersed in. Great bosses don’t do this.
Management and Administration
It’s harder for people in management to not take their work home, be it mentally or physically. Yet when they do, it intrudes on their nonwork reality and threatens to unbalance their life.
Managers, give supervisors and employees clear guidelines about when they should and shouldn’t contact you when you’re not in the office. Though you don’t want to shut yourself off from urgent communication, you also don’t want to open yourself to around-the-clock interruption.
Two key steps to aid in this are empowering on-site supervisors and establishing on-call staff. When implemented properly, these two functions can help shield management from work-related interruptions when they’re not working.
Most call centers have shift supervisors. Train and empower supervisors to make decisions on your behalf when you’re not in the office. That is, when you’re not working and are attending to the rest of your life.
You may worry about the possibility of shift supervisors making an error in judgment. It will happen, but don’t view this as a mistake. Instead, consider it as a learning opportunity to equip them to perform their job with greater effectiveness.
Some call centers have management and administration rotate on-call responsibilities. In this way, the on-call person deals with all emergency and urgent situations that arise in the call center outside of regular business hours. In doing so they shield all other management and administration from enduring work-related interruptions to their life.
Ideally, the on-site supervisors should be so well trained and fully empowered that they’ll never need to reach the on-call person with a question or problem. This is how it should be, but for those exceptions, it’s great to have a designated contact person to assist the shift supervisor.
True work-life balance may be an illusion that we’ll never reach, but that doesn’t mean we shouldn’t try. Follow these steps to bring you and your staff closer to this important equilibrium. When you do, you’ll increase their job satisfaction, minimize the risk of burnout, and increase their tenure at your medical call center. And you’ll realize these same benefits for yourself.