Cultivating a Service Rooted Partnership Between Your Sales and Intake Teams 4/9/2012

Transcription

1 Cultivating a Service Rooted Partnership Between Your Sales and Intake Teams Cheryl Gast Whitaker, Customer Services Manager, Infusion Therapy, Johns Hopkins Home Care Group, Baltimore, MD Top 4 Things to Know for CE 1. Make sure your BADGE IS SCANNED each time you enter a session to record your attendance. 2. Carry your Evaluation Packet with you to EVERY session. 3. Pharmacists, Pharmacy Technicians and Nurses need to track their hours on the Statement of Continuing Education Form as they go (the 2-page triplicate form, so press firmly!). 4. FOR CE: At your last session, total the hours and sign both pages of your Statement of Continuing Education Form. Keep the PINK copy for your records and place the YELLOW and WHITE copies in your CE Envelope. Make sure an Evaluation Form is in your CE Envelope for each session you attended (extra forms are available at the registration desk if you forgot to pick one up). Write your name and unique ID number (six digit number at the bottom of your name badge) in the designated area on the outside of the envelope, seal it, and place it in the drop box located near the 2 registration area. Cheryl Gast Whitaker declares no conflicts of interest or financial interest in any service or product mentioned in this program. Clinical trials and off-label/investigational uses will not be discussed during this presentation. 3 1

2 Objectives Apply personality preference knowledge to Sales and Intake teams Examine responsibilities and challenges that each team faces Discuss team building strategies/opportunities to enhance relationship 4 Overview Brief Myers Briggs Type Indicator orientation Crosswalk DiSC and MBTI Understand presentation of individual preferences 5 Overview Unifying Sales and Intake teams Share responsibilities and challenges of team members Relationship building strategies Diagnosing dichotomous conflicts 6 2

3 Identifying Preferences Using Personality Assessments 7 MBTI and Preferences (Significantly abridged version) MBTI reports the preferences of four dichotomies Each consists of two opposite poles When preferred behaviors are used, we are at our best 8 MBTI and Preferences Preference demonstration 9 3

4 Gifts Differing Main premise of MBTI There are no right or wrong types/preferences Equal, just different Each type and every individual brings special gifts 10 Mental Processes and Dichotomous Preferences Process Preferences Where do you get energy/prefer to focus your attention? Extraversion or Introversion How do you prefer to take in information? Sensing or Intuition How do you make decisions? Thinking or Feeling How do you deal with the outer world? Judging or Perceiving 11 Opposite Preferences and Traits Preferences Extraversion Introversion Prefer to communicate by talking, sociable and Prefer to communicate in writing, private and expressive contained Sensing Intuition Factual and concrete, focus on what is real and actual, build carefully toward conclusions, trust experience Thinking Analytical, truth over tact, strive for objective standard of truth Judging Imaginative and verbally creative, focus on patterns and meanings, move quickly to conclusions, follow hunches, trust inspiration Feeling Empathetic, tact over truth, strive for harmony and positive interactions Perceiving Scheduled, organized, like to have things decided, Spontaneous, flexible, like things loose and open avoid last minute stresses to change, energized by last minute pressures 12 4

5 DiSC and MBTI Crosswalk Behaviors/Function Pairs DiSC C Conscientiousness S Steadiness i Influence D Dominance MBTI ST Sensing Thinkers SF Sensing Feelers NF Intuitive Feelers NT Intuitive Thinkers Traits analytical, reserved, precise even tempered, accommodating, patient outgoing, enthusiastic, optimistic direct, resultsoriented, firm 13 Function Pairs and Careers ST Business, Administration, Banking, Law Enforcement, Production Construction SF Healthcare, Community Service, Teaching, Supervision, Support Services, Religious Service, Sales NF Psychology, Human Resources, Teaching, Research, Literature, Religious Service, Healthcare, Art & Music NT Physical Science, Research, Management, Computers, Law, Engineering, Technical Work 14 However Every man is like every other man, like some other men, like no other man. Clyde Kluckhohn 15 5

6 Possible Grinds Between Intake and Sales ST SF NF NT Practical and matter of fact types Friendly and sympathetic types Enthusiastic and insightful types Logical and Ingenious types ISTJ ISFJ INFJ INTJ ISTP ISFP INFP INTP ESTP ESFP ENFP ENTP ESTJ ESFJ ENFJ ENTJ 16 Likely Work Presentations E/I Where do you get energy? External/Internal sources Extraverts Speak think speak Favor a lively environment Enthusiastic approach Introverts Think speak think Favor a calm environment Measured approach 17 Likely Work Presentations S/N The Communication Dichotomy Taking in Information Sensing Specific Proceed step by step Prefer established methods Intuitive General Jump from step to step Prefer creative methods 18 6

7 Likely Work Presentations T/F Making Decisions Thinking Objective advisor Logic based Find incompetence stressful Feeling Supportive advisor Harmony based Find lack of cooperation stressful 19 Likely Work Presentations J/P Dealing with the outer world Judging Want systematic communication Prefer scheduled environment Loop closers Perceiving Want spontaneous communication Prefer flexible environment Comfortable keeping options open 20 Responsibilities and Challenges 21 7

8 Intake Responsibilities Receive referral from source, review for appropriateness Extension of Sales team Verify patient s benefits Obtain authorization Be well versed in payer contracts Which therapies are covered under which circumstances Generate estimate letters based on coverage and contract pricing Call patient and review costs prior to start of care Generate Advanced Beneficiary Notices 22 Intake Responsibilities Correctly enter demographic information into database Complete all necessary fields which impact internal customers Address, referral source, diagnosis, height, weight, catheter information, follow up MD, the list goes on and on Document well insurance verification for future reimbursement inquiries Coordinate with Nursing and Pharmacy Ensure initial visit and delivery are executed cleanly and per source s directive/patient s next dose due 23 Intake Challenges Constant multi tasking Phone calls, data entry, faxing, scanning One Intake member triages/handles roughly calls per day Wide customer base Referral sources, sales, nursing, pharmacy, reimbursement, distribution, management, etc. Volume Unpredictable, loss of control 24 8

9 Sales Responsibilities Grow business Educate referral sources about IV Therapy In service preparation, give presentations Follow up/ call on sources regularly/ as needed Advocate for sources when meeting with Intake and Ops Network, network, network Be well versed in all things HIT Therapies offered, payers contracted with, Medicare coverage guidelines, operational considerations 25 Sales Responsibilities Know thy market Competitors, large MD practices, major hospital systems and affiliations Assist with implementation of liaison arrangements at hospitals Coordinate meetings with key stakeholders 26 Sales Challenges Putting out fires Referral executed badly, source unhappy Ops contradicted what you sold Staff didn t go the extra mile or worse Communication glitches No proactive heads up regarding ops challenges No feedback/slow feedback when at a critical juncture Stuck in the middle Clowns to the left of me, jokers to the right Sales reputation is on the line 27 9

10 Sales and Intake Team(Relationship)Building Strategies 28 Strategies Shared days must be reciprocal Excellent way to build empathy and respect Not a one and done prospect Meet for lunch Recurring meetings Schedule a kick off meeting to jointly set goals and outline agendas for recurring meetings Think of it as relationship maintenance 29 Strategies Expectation management State deliverable/desired outcome/deadline AND Verify whether realistic and negotiate from there Was it a win/win? Relaying information timely Who needs what and when and why? Add to kick off meeting agenda templates Utilize existing technology Configure your operating system to automatically share referral info 30 10

11 31 32 Retreat Strategies The Five Dysfunctions of a Team AND Overcoming The Five Dysfunctions of a Team, A Field Guide Patrick Lencioni 33 11

12 Diagnosing Dichotomous Conflicts Group Exercise 34 Learning Assessment Questions & Answers Please refer to the NHIA Annual Conference & Exposition 2012 On Site Program for a brief post test. cwhitak4@jhmi.edu 35 12