This MGMA Insights Podcast episode features consultant and practice management coach Kelly Smith, who joins MGMA senior editor Daniel Williams to discuss advice for improving operations and staff well-being. Smith shares her experiences in healthcare leadership and consulting, addressing workplace challenges such as burnout, employee engagement, and inefficient processes.
Reassessing Workplace Challenges
Smith began her healthcare career as a receptionist in a medical oncology practice, eventually moving into leadership roles in breast and colorectal surgery. These experiences, especially working under a physician, shaped her understanding of the pressures placed on medical staff and leaders.
“The physician that I worked for was extremely inspiring … she pushed you to be your best self,” Smith recollects. “I'd like to see more physicians have a higher standard because I think it's really important, particularly when it comes to patient care.”
Smith also discussed the moment she realized her personal and professional priorities no longer aligned. This realization led her to rethink how practices can balance operational demands with the needs of their teams.
“Being in a management role, it's really important to have a presence in the office,” she explains. “So there was this conflict that was happening internally, and when I realized what it was, that was a big moment because then it allowed me to do something about it.”
Tackling Burnout in Medical Practices
Burnout, according to Smith, often results from outdated workplace structures and excessive workloads. She shares her own experiences, describing how personal and professional stress can compound over time.
“I think that we've learned from the pandemic that things could be done differently, Smith notes, encouraging leaders to question established practices and ask whether there are more effective ways to manage operations. “You sort of go through the motions, but we don't take the time to take a step back, to measure the things that need to be measured, study those results and then pivot and adapt as we need to start to see success.”
Developing a Supportive Work Environment
Noting how trust is critical for building open communication between leaders and staff, Smith advocates for creating a work environment where employees feel supported and valued. She highlights how simple actions, like checking in on a struggling employee, can open lines of communication and reduce tension.
“As a leader, I don't know how I could possibly be successful in my role if I don't create an environment where people are comfortable to open up and come speak to me if something is bothering them,” she emphasizes, “because if they can't feel comfortable enough to tell me, you can't help them, and then you're at a standstill.”
Integrating Coaching and Feedback
Coaching, according to Smith, isn’t about providing answers but offering guidance and perspective. She describes how hiring a coach helped her shift her perspective and tackle challenges more effectively. “What I liked about my coach, and why I selected her, was that I found that she had a very holistic approach. She wasn't just here to discuss business – she had a focus on your overall health and well-being.”
Using this approach, Smith also recommended creating regular feedback opportunities with employees. “I think there is a level of authenticity that people really respect and that it builds trust, and it creates a space where people are less afraid to open up and be honest with you.
Steps for Improving Productivity
Smith outlines a three-step process for improving productivity, efficiency, and profits in medical practices. These steps are part of her broader course, Workplace Wellness 360.
- Establish a Culture of Wellness: Smith advocates for fostering a positive and cohesive work environment, stating, “As a patient, when you walk into a physician office, you can instantly tell what the relationships are like.”
- Engage Teams Through Communication: Regular check-ins, celebrating milestones, and seeking honest feedback are key to building a productive team.
- Encourage Innovation: Smith urges leaders to reassess long-standing processes and find better ways to manage tasks.
Resources:
- Kelly Smith's Free Guide: Three Easy Steps to Increase Productivity, Efficiency, and Profits in Your Practice
- Workplace Wellness 360 Digital Course: Learn more about Kelly Smith's comprehensive course on enhancing workplace well-being
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