Why Regular Training is Important for Employees in a Hearing Care Business
In almost every field, there is constant development of methods and procedures, new technologies, and new solutions. You should aim to be at the cutting edge of what is happening in your niche industry, determining if you are still on track or need to expand and diversify, or if you should place more emphasis on what makes you unique. Constant training and upgrading of your skills are vital to any professional in the hearing care business. This applies to all your employees as well.
The Industry
Audiology is a growing field, with a projected ten percent increase in the number of jobs available between 2021 and 2031. Each year from 2021 expect to see 800 new positions becoming available. While some of these jobs will be replacements for retirees and those leaving the industry or opening their own clinics, many of the positions that become available will be to cater for expansion in the industry. This means that you are likely to have a mixture of experienced and new employees, with the latter needing more training for their jobs.
The number of clients needing to see audiologists is also on the increase. Two-and-a-half billion Americans will face some degree of hearing loss from now until 2050. The number of audiologists will have to increase to satisfy this demand.
Ongoing training benefits the new employee, who feels more competent to carry out new procedures and ensures that they can work with the company’s equipment and systems and follow processes correctly. Confident employees will boost customer confidence in the service provided and result in more clients who return to the same clinic when they need treatment or upgrades to deal with ongoing hearing loss. New skills must be practiced to ensure that the employees feel competent, so there is also a practical aspect to training. A fully trained clinician will not waste time bumbling procedures, allowing more clients to be seen, bedside manner notwithstanding, and increases customer satisfaction. The trained employee will set the mind of the client at rest and convey appropriate and relevant information to make treatment a success.
Employee Retention through Onboarding
Research has shown that almost 70% of staff would have continued to work for an audiology clinic if they had received effective onboarding when they started. This orientation training is vital to teaching familiarity with your brand and values. If employees are committed to these aspects, they will promote them for your business and take pride in being a member of your team. Employees will feel as if they have joined a family and will want the organization to succeed. Properly onboarded employees are 50% more productive than those staff members who receive little to no onboarding.
Onboarding starts from the moment you hire an employee, even before their first day on the job. They need to know what to expect. After a successful interview, you can show the new employee where their work station or office is and introduce them to the rest of the team. Make sure they are aware of the business dress code and start, lunch, and end times. For example, do you close promptly at five o’clock and close the doors so that you only complete sessions with clients already inside your practice rooms or do you remain open until there are no more walk-ins? What is your philosophy? What are the company values? Are there any taboos? This prepares the new employee for what to expect and will help them decide if they are a good fit for your company.
What Employees Need to Learn
Almost every practice will make use of practice management software. Your new employees need to become proficient on your system and know where they must record information, and in what format. Common errors must be explained so that these can be avoided. These systems integrate a number of functions, such as booking an appointment, billing, scheduling, and marketing. Do not be reluctant to point out any mistakes made, as this can compromise the integrity of your information or lead to other problems, such as under- or over-charging. This must be done in a good manner that facilitates learning and commitment to using the system correctly. The benefits of such a system, when it is used correctly, are streamlining of all processes in your clinic, accurate statements, customer satisfaction and retention, employee wellbeing, and precise revenue flow. Analysis of inputs will allow for better decision-making by the head clinician or other decision-makers.
Equipment must be used correctly for accurate results and to eliminate unnecessary wear and tear or breakdowns. Each new clinician needs to know what equipment to use, and when and how to use it. Although a new staff member may have used a piece of equipment at another clinic, it is still important to ensure that they align to the processes that your clinic uses. Make sure that the incumbent knows what tests are required in each instance and any important order for different equipment uses. Talk about steps to take and specific workflows you require them to follow.
Make the new staff member familiar with the hearing aids and any accessories that your clinic provides to clients. They must understand pricing and functionality differences and have access to the websites of manufacturers to get more information. Teach them from your own experience with what works best and has the highest success rates with clients’ hearing problems and their resolution. By the time your employees meet with their first client, they should have gained a good working knowledge of the hearing aids you stock and alternatives you may order. They need to know which circumstances warrant what solutions. New employees also need to be competent with the fitting procedures.
As new technology comes out, train all your employees on it thoroughly. Access to new technologies is often extensively available from your partners at www.phonak.com/en-us/professionals.
Make sure that your employees are trained to the highest standards and are competent in every regard.
