Recruiting the ‘right fit’ to work in Integrated Care can benefit from using a few key phrases, whether hiring for reception, billing, or care providers. You may download a Word version of this file using this link.
- The ideal candidate has excellent interpersonal communication skills, able to establish rapport with patients and families quickly and effectively through skilled listening and effective empathy conveyance strategies (feelings acknowledgment, reflective listening, affirmation, strength focus, effective humor).
- The ideal candidate has equal interpersonal skill with colleagues of differing disciplines and job classes, able to develop and maintain effective, genuine and supportive relationships.
- The ideal candidate has core beliefs about the primacy of healthy, good will relationships in the delivery of healthcare, and is motivated toward continuous learning and development in evidenced based strategies and practice to this end.
- The ideal candidate possesses at least a basic skill in de-escalation techniques, and it motivated to learn and develop broader skills in this area.
- The ideal candidate possesses a core understanding behavior change as core to wellbeing, and at least a basic skill level in engaging patients, and eliciting their motivations beliefs, preferences and strengths around behavior changes. Is open and willing to engage in continuous learning to improve skills in this area.
- The ideal candidate prefers to work as a member of a team, as opposed to working solo; will find a past face and a somewhat unpredictable schedule fun as opposed to draining, and enjoys cross-discipline learning and collaboration.
- The ideal candidate is able to tolerate differences of opinion, while conveying respect and understanding for opposing views, possessing the skills to quickly resolve differences of opinion that impact team functioning and patient care.
- The ideal candidate understands the impact of all interactions on the patient experience, including phone calls, the reception and waiting room interactions, and observed/overheard interactions, and takes ownership and positive action with this in mind.
- The ideal candidate has a deep understanding of the impact of (communicated) judgment (bias) has on patients, families and colleagues, and actively works to reflect on, identify, resolve and/or manage their own judgments.
- The ideal candidate is interested in working in the leading edge of healthcare, working with a multi-disciplinary healthcare team to provide evidenced based care to patients and families.
- The ideal candidate has a high tolerance for ambiguity, for collaboratively developing new processes and practices in the development of an integrated system of care.
- The ideal candidate is interested in working in non-traditional health settings, helping to grow and develop a system of whole person care, in an egalitarian atmosphere.
Example Phrases for Job Descriptions
- Supports the mission, vision and values of (organization X) by collaboratively developing and communicating the vision for whole person care at (organization X), as well as developing and maintaining a department that provides excellent patient-centered treatment, care, and services in an integrated, whole person, team environment.
- Consistently adheres and/or exceeds (organization X) communication guidelines and expectations with patients and families, colleagues and supervisors.
- Models the principles and practices of evidenced based communication, including skillful listening, displaying a willingness and ability to acknowledge the needs, expectations and values of others through the use of reflective listening and empathy conveyance.
- Models and successfully communicates a vision for whole person care to patients, families and community partners.
- Models empathy and compassion for clients and their families with historically stigmatized conditions, such as chronic pain, addictive disorders, severe mental health conditions, homelessness and maladaptive behaviors such as anger problems, through the use of non-stigmatizing speech (whether communicating directly with patients or about patients), skilled empathy conveyance and professionalism in the face of difficult interactions, and promoting a spirit of understanding and compassion.
- Consistently contributes to creating and maintaining a supportive, compassionate and encouraging work atmosphere for colleagues and co-workers.
- Models and supports autonomy, self efficacy and empowerment of co-workers and colleagues
- Skillfully engages patients and their families in their own healthcare and wellbeing, using strategies to increase their motivation and desire for improved health.
- Shares knowledge and expertise in an accessible, respectful and friendly manner with co-workers and colleagues.
Example Questions for Interviewing
- Tell us about what makes a job, or a workplace, stressful for you?
- Tell us some about what makes a job, or a workplace highly rewarding and fun for you?
- What are your experiences of working as part of a team?
- Please give an example of how you have successfully navigated the complex and unspoken rules of hierarchy in healthcare, in order to develop/maintain team effective patient care.
- How would you describe your role to a patient? To their family?
- Can you talk about your understanding/experience with behavior change techniques?
- Please share a difficult piece of feedback you received, and how you responded to it (looking for insight, toleration and appreciation for feedback)
- Can you share with us a mistake you made professionally, and how you dealt with it?
- Can you share with us one of your biases or judgments, about a ‘type’ of patient, and how you manage it?
- If a patient said ‘I get treated poorly here, because I have MediCal’, share with us, exactly how you might respond?
- What do you think most influences a patient’s experience of a healthcare visit?
- Tell us how, in this position, you might influence patients toward improved wellbeing?
- Tell us how, in this position, you might influence other employees toward a positive work experience?