All aboard

By Victoria Houghton, Managing Editor, June 1, 2023

DermWorld talks to Vermont dermatologist Steven Shama, MD, MPH, FAAD, who recently directed a session on managing office politics at the 2023 AAD Annual Meeting, about strategies to onboard new employees. 

DermWorld: Tell us about your practice.

DermWorld: It seems that many onboarding processes for most jobs entail one or two days of training on human resources, IT programs and software, and general office dos and don’ts. In your view, what if anything is missing?  

Dr. Shama: I’d emphasize two critical onboarding subjects: your vision and mission statements. A vision statement is a six–10-word sentence that captures the essence of why your office exists. In my opinion they should be inspirational and aspirational. For example: “To give the best and most compassionate dermatologic health care…anywhere.” How you achieve that vision is the mission statement which can be a short paragraph, such as, “Our mission is to offer the most up-to-date dermatologic science and care so that our patients feel safe and secure.” 

I’d make sure the new employee has read, deeply understands, and embraces the vision and mission statements of your office. This is probably best discussed with that person before you agree to hire them. It will help you know whether these people are a good fit. 

If you don’t have a printed version or haven’t even thought of those statements, maybe it is time. Those statements should not only be recognized and accepted by all employees, but deeply understood and expressed through ongoing discussions during office meetings. Most importantly, new employees should convince you that they can thrive with these fundamental and heartfelt statements.  

DermWorld: Tell us about your process for onboarding new office employees (non-medical personnel).  

Dr. Shama: All employees are trained in their specific job responsibilities, that goes without saying. But what is often overlooked or not emphasized enough is why their job is important and why they are asked to be constantly vigilant and conscientious — fundamentally it is for patient safety and to give the best and most compassionate care. Also, make them aware that at certain times after their starting date, weekly for the first month, and then monthly for the next three months, you and/or your office manager will have a private discussion with them on how they are doing — their impressions and yours. I’d emphasize that these review points are very important in making sure they understand the responsibilities of their position and to clarify any issues.  

DermWorld: How do you tailor your onboarding approach to the level of experience/other characteristics of the employee? 

Dr. Shama: Even when an employee may have years of experience in dermatology, they still must be a good fit in your office, especially accepting and embracing your rules for patient care, patient safety, and expressions of compassion. As far as I’m concerned, all else can be taught by pairing the new person with the best person who understands the position of the new hire, with the caveat of giving the trainer and the new employee enough time to learn and always make it clear that learning never stops. If the new employee has questions, opportunities to ask should always be welcomed.

I have heard of many offices that “throw” the new hire into a new position, and it is trial by fire, seeing if they sink or swim. New employees, because of the responsibility they now have, deserve better as does your entire practice.  

DermWorld: Recently, dermatologists have reported a dearth of candidates with experience working in medical offices — inevitably hiring staff who have never worked in a dermatology practice. How would you recommend onboarding office staff with little to no experience in dermatology? 

Dr. Shama: To me, the most important characteristics a person needs to work in direct patient care are empathy and kindness. Therefore, I hire for kindness and empathy — all else, within reason, I can train for. I also look for a creative person who enjoys sharing new ideas on ways to improve what exists. 

DermWorld: When it comes to onboarding staff, what do you think is the most important piece of the onboarding experience? What do you hope sticks/lands the most when training a new employee?  

Dr. Shama: I emphasize that the new employee is truly important to the practice — no more nor less than anyone else —that we trust them, that being kind is a sacred quality, and that I hope, as things work out, that that new person wants to spend their entire working life with us. 

DermWorld: Tell us about any informal onboarding events your office will hold for new employees (coffee, happy hours, dinner, breakfast). Do you think informal/social events are an important part of the onboarding process?  

Dr. Shama: We have always wanted to make all new employees feel part of our practice (our family) by inviting them to bring their family to our office preferably (or restaurant) for a celebration party in their honor. I recall that in some cases, the new staff member brought their parents, which I thought was extra sweet. I would invite all staff to bring a special dish reflective of the kinds of food they serve at home and come prepared to tell a personal story of who they are, their family life, their upbringing. This way we are all reminded of how diverse and inclusive a practice we were, and especially how we all felt that feeling of belonging. 

DermWorld: Why is it so important to you to get the onboarding process right?

Dr. Shama: Getting the onboarding process “right” is critical in retention of employees because it establishes that person’s formal and informal relationship with your office, and your and their hopes and dreams. Once you’ve hired the right candidate and they understand what their job entails, what will keep them in that position as a happy and productive employee is them knowing that they are valued not only for what they can do but for who they are — that they are appreciated. I dare say that appreciation is the most important aspect with regard to employee retention. Employees also need to know, within reason, that you hope that they will be part of your practice forever (a secure position), and that you will do your best to reward them in many ways for their genuine contributions to the office.

Dr. Shama is retired dermatologist from Vermont who recently directed a session on managing office politics at the 2023 AAD Annual Meeting.

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