OMNIfication...Part 1

By Tracy Clark - Executive Vice President, Corporate Development As we grow, we are evolving as well. OMNI is creating and setting in motion its own philosophy, culture and hopefully, management is reinforcing that culture. So far in our three years of existence we have brought together hundreds of people from other organizations and have begun to re-train in the "OMNI way." Over the next six to nine months, you will see more and more emphasis on training, and philosophy as we move into a new phase in the company's growth. It will require that everyone think and act in the OMNI way. To make this a reality, it is important to constantly highlight our way of thinking. Let's review a few thoughts,

1. Modeling - current employees set the example for new employees.
2. Pathfinding - jointly determine the course by being inclusive and open to ideas.
3. Aligning - the discipline of setting up systems to keep us on course. Process is always evolving and moving forward and our goals are aligned with our processes.
4. Empowering - this is the passion and commitment of results. Giving people the goals and tools, and empowering them to succeed.
5. People are the key ingredient to success. Every decision we make must take this into account.
6. Seek first to understand, and make sure we know all the facts. Emotion, while a good driver, cannot be our driver.
7. Give loyalty, even to those that are not in attendance of the meeting.
8. Giving and receiving CANDID
feedback. Leaders do not avoid or repress, or deny conflict, but rather see it as an opportunity.
9. Foster an environment that embraces new ideas or change.
10. Strive for excellence in execution by pushing debate, planning and honest evaluation.
11. Know our customers/ clients, and when we think we know them, go back and re-evaluate.
12. Accept responsibility for our actions, and strive to become better at our roles.
13. Training must be a focus of OMNI and will be constant.

While I know that our OMNIfication process teaches this, I think that it is important for leaders to constantly remind themselves of this critical relationship with our customers. We lead by EXAMPLE, and trust me, your staff are watching and listening to you and will follow your lead. Do you "seek first to understand, then to be understood"? Do you project an environment that drives people to achieve excellence, and fosters open communication? Conflict is inevitable, and we should embrace it rather than avoid it. Embracing it means that leadership will listen and seek to find true solutions to make sure that all our staff succeed. Our goal is that all staff gets profit sharing, and takes true conflict resolution. Recently the Army War College asked "What makes a good leader" to the subordinates of the Army's Major Generals...these are the responses:

• Keeps cool under pressure
• Clearly explains missions, standards and priorities
• Sees the big picture, provides the context of the big picture to subordinates
• Makes tough, sound decisions ON TIME
• Adapts quickly and can handle bad news
• Gives useful feedback; sets a high ethical tone
• Is positive, encouraging and realistically optimistic

I think we as the leaders of OMNI can take note of these qualities. You are the individuals that are at the heart of our organization, and on a daily basis, you set the tone for our success.

In the coming months, we will be rolling out a new training schedule including Personal Development, Customer Service, 3 Tiers of Marketing/Sales training, and more. This focus is designed to install our philosophy through the entire organization, but of course, it will take your leadership.

Who are our "customers"?
1. Of course, our patients. OMNI is first and foremost to be a patient advocate; striving to provide excellent care with optimal outcomes. This can be difficult customers, but obviously, OMNI will do whatever it takes! Do you really know your patients? Have you talked to some patients lately?
2. Physicians, Facilities, Discharge Planners, Case Managers...all are our referral sources. What do they really want from OMNI? Sometimes, just making the process easier will make a major difference in obtaining referrals. How do we make it easier? Gaining confidence and REPEAT referrals comes from delivering excellent care and SERVICE. Service means many different things, but starts with having the attitude of "excellence." Does all of your staff convey this attitude? Issues will happen and problems will occur as it is normal in our business, but how do our people respond?
3. Field staff and marketing staff are critical customers! This goes without saying, but without the commitment of these people, we would not survive. Do we treat them as customers? Do our office staff and field staff understand they are interconnected? If not, then how do we connect them?

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