B2: Developing Strategies for Staff Professional Fulfillment

Eligible for: ACMPE: 1 | ACHE: 1 | CEU: 1 | CME(AAPC*): 1 | CPE: 1.2 | PDC: 1
Intermediate | Traditional | Application

Developing effective professional fulfillment and burnout strategies for frontline staff in medical practice settings is critical work. Stanford Health Care recognized the impact it could make with frontline staff in delivering care at its 250 clinics with 2 million visits throughout the San Francisco Bay Area by implementing a series of professional fulfillment and burnout surveys for more than 1,000 of its medical assistants (MAs)/medical receptionists (MRs). The survey tool has been useful in understanding components of MA/MR burnout and professional fulfillment. This presentation will focus on the study and baseline data, interventions made, the follow-up survey administered to staff who work in academic or community-based clinics, and programs and initiatives implemented or under development. Extensive lessons learned from these studies have helped reimagine the way care is delivered with these team members and patients. Common themes and drivers will address MA/MR perspectives on team knowledge, organizational culture and control of schedule. We will review how effective communication, practical coping skills and consistent support are key drivers to a team’s satisfaction. Finally, we will explore future challenges and opportunities with frontline staff, focusing on delivering care in a post-COVID and Great Resignation environment amid the highest inflation growth in the past 40 years.