By: Susan Boydell
Ask any liaison or their manager what frustrates them and the word “data” is usually somewhere in their response. Whether it’s the lack of specific data, the timeliness of the data, or the fact that they have to beg someone to run it, most find it exasperating. I’m here to tell you: Don’t let it stop you. Yes, it’s easier said than done, but below are a few tricks I’ve learned from many of you who have figured out ways around the data challenge. Using the words of Tim Gunn (if any of you watch Project Runway!), “Make it work.”
Trick #1: Go directly to the source
Use your service line leaders or department managers as a resource, because they often have their own systems for tracking volume. Ask them to put you on their distribution list when they send out their reports. Spend some time upfront with the leaders, so you know what is in the reports and how volume is counted. If you engage them in your ability to grow their business and make them look good, they will often be very supportive.
Trick #2: Collect and report your own data
Every day, in every visit, you are collecting very specific field intelligence to help you identify new referral opportunities. Your field intelligence is invaluable. Consider tracking referral relationships and begin creating your own database. Even if you have access to claims data, your field intelligence is still needed. Claims data tells you what is happening; only you can say why it’s happening.
Trick #3: Engage your physician’s office staff in tracking
Engaging a physician’s office staff in growing their practice is a great way to enlist their help in tracking success. If you are growing a specialist’s practice through introductions to new referral sources, make sure the office staff know which referral sources you are working with so they can track any new referrals. If they already track their referrals, ask them for a report so you can follow-up with any new referrals. If they don’t document referrals, provide them with a simple form to track. Be sure to celebrate wins with the staff. Everyone wants to work for a winner.
Trick #4: A little sugar can’t hurt
Our jobs are all about relationships and relationships with our internal resources are no different. We need something from them in order to get results. Find a “buddy” or two who can help pull the data for you. Engage them in helping you get what you need and recognize them for their support. Acknowledging their contribution, with a gift as simple as bakery treat, can go a long way in making them feel appreciated for their hard work.
Sure, our jobs would be easier if data was delivered to us on a silver platter, but we all know that just isn’t the case. Don’t let that be a barrier. Between your exceptional field intelligence and engaging your internal resources, you can create your own database that is irreplaceable. Make it work!
If you would like to discuss this topic further feel free to contact Susan at sboydell@barlowmccarthy.com.