Providers praise IU Health onboarding process

The onboarding process for new IU Health physician and advanced practice providers in Greater Lafayette, Frankfort and Monticello, Ind., is meticulously designed to ensure a smooth transition and integration into their roles. The six-month process is overseen by a dedicated team of professionals who work collaboratively to provide support, guidance and resources to new providers.

Centralized coordination

Provider onboarding consultants like Cacy Zeller serve as the main point of contact for all providers during their initial onboarding. Zeller’s role is crucial in maintaining consistent and straightforward communication, reducing the burden on providers when they have questions. By being the sole onboarding contact, Zeller ensures that all inquiries and concerns are addressed promptly, helping to keep start dates on track and aiding in the credentialing process.

Zeller also acts as a liaison between recruitment and internal departments. She plans and presents onboarding presentations and activities throughout providers' first two weeks, ensuring a comprehensive introduction to IU Health's culture and operations.

Physician and advanced practice provider recruiters like Kris Yoder and Sandy Kour participate in weekly onboarding meetings and occasionally offer onboarding support to providers. Yoder has initiated new provider breakfasts and extends invitations for biannual meetings among providers. She explains that these efforts help people feel more connected with their fellow team members.

Yoder emphasizes the importance of feedback from providers during and after the onboarding process to continually improve the experience.

“We respect their time,” says Yoder, highlighting IU Health's commitment to efficient and effective onboarding.

Comprehensive orientation by practice managers

Practice managers like Mollie Stanley and Lisa Sales are also instrumental in the onboarding process. Stanley prepares the first 90 days of a provider's orientation, ensuring they are familiar with their working environment and comfortable with asking questions. She checks in regularly with providers, daily for the first two weeks and then at 30, 60 and 90-day intervals, to make sure they do not feel lost in the system.

“We try to help providers know that their leader is there for them,” says Stanley. “We ensure the culture is positive and helpful.”

Sales focuses on ensuring that new providers are comfortable with their schedules and have all the necessary resources and supplies. She emphasizes personalized support and constant communication.

“It's important that they have everything they need and that they won’t be left feeling confused,” says Sales. “It's less about the organization and more about them.”

New providers gradually build their schedules, having 30 minutes of preparation time before each appointment, 30 minutes with the patient and an hour afterwards to complete necessary tasks. As providers ease into their roles, appointment numbers increase at their comfort levels. This increase varies slightly depending on experience levels with prior clinic rotations and positions. For example, a brand-new nurse practitioner’s increase in appointments might be slower than a new physician who has completed several clinic rotations. This structure helps maintain a good work-life balance, ensuring that providers do not have to take their work home with them.

“We don't set your appointment times, you set your appointment times,” says Sales, underscoring that the onboarding process is tailored to the providers' comfort and needs, emphasizing the importance of not merely focusing on filling patient quotas.

Positive experiences from new physicians and APPs

New physicians and APPs like neurologist Yuanyuan Tan, MD, physician assistant Mary Cote and nurse practitioner Morgan Craig have praised IU Health's thorough and supportive onboarding process.

“I had very smooth communication and feel supported whenever I need help,” says Tan. She also explains that she had no issues and was shown total understanding when she requested a delay in starting her working time.

Cote, in her first job out of school, at IU Health Arnett Hospital, found the orientation process well thought out and supportive. She highlighted the understanding and responsiveness of Zeller and the entire team, which helped alleviate the stress of starting a new job.

Craig, who started onboarding in October at IU Health White Memorial Hospital, appreciates the well-organized and respectful approach. IU Health ensures that the onboarding process is the same for providers like Craig, who works at a smaller critical access hospital in a rural community, and Cote, who works at a large hospital with more intensive care services in a more populated area.

“They want you here,” says Craig. “I can’t say enough good things. I would highly recommend IU Health.”

IU Health's provider onboarding process is a testament to the organization’s commitment to teamwork, support and comprehensive orientation. With dedicated professionals like Cacy Zeller, Kris Yoder, Sandy Kour, Mollie Stanley and Lisa Sales, new providers are assured of a smooth and supportive transition into their roles, fostering a positive work environment and enhancing their contributions to patient care.