HUMAN RESOURCE IN

HEALTHCARE
MANAGEMENT CHALLENGES OF A CUSTOMER
SERVICE CENTER

Submitted by:
Shaila Moyez Manji
Vikash Choudhury
Harika adiraju
Prashanth Kulala
 CONTENTS
• Challenges of ICSC
• ways to overcome the challenges
• Causes of challenges
• Key issues of the HR, management and IT
• How to effectively plan possible solutions

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• CHALLENGES IN THE CASE:
1.Lack of HR planning to improve the services.
2.Lack of staff, technology, space and infrastructure
to match the increase in the volume of orders.
3.No HR personnel assigned for the radiology
department.
4.It was started prematurely hence lack of policies.
5.Undertrained staff.
6.Workstation was not developed for cross-functional
and multipurpose task.
7.Absence of full time administrator.
8.HIPAA regulations were violated.
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9. Gap in the development policy and procedure,
training and support that have impeded efficient,
customer-focused staff.
10.Lack of clear job specification given to the
employees.
11.Lack of communication between IT and Radiology
Department.
12.No co-ordination and supervision of orders.
13.Operational issues.
14.Inconsistency of performance review.
15.Generational clash and other employee issues.
16.Overstaffing.
17.Poorly designed process.
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• PRIORTIZING THE CHALLENGES IN THE CASE:

1.HIPAA: Identify the rules those are violated.

2.Policy and procedure.

3.Employee issue.

4.Infrastructure and technology.

5.Customer satisfaction issue.

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• FIRST TO ADDRESS:
 HIPAA, HEALTH INSURANCE PORTABILITY AND
ACCOUNTIBILITY ACT.
To identify the rules which are violated and take
appropriate action failing in which, would lead to
unavoidable consequences.
e.g. not informing the customers of their HIPAA
rights on handing them the reports.

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• CAUSES OF THE UNDERLYING ISSUES:
1.Premature beginning of ICSC without proper
planning.
2.Lack of strategic planning.
3.Lack of well defined policies and procedures and its
implementation.
4.Lack of HR personnel which lead to a disorganized
employee performance.
5.Lack of communication between the departments.
6.Lack of employee coordination & commitment.
7.Lack of proper job description and improper
allocation of work.
8.Lack of administrative control.
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• RESOURCES THAT WE NEED TO MEET THE 60 DAY
TURNAROUND TARGET:

1.HIPAA regulation manual.

2.Policy and procedure manual.

3.Detailed document of customer feedback.

4.Measurement of important things.

5.One spot stop for the customer convenience.

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6. Employee training for job and customer
satisfaction.
7. Employee satisfaction toward the job.
8. Redesigning of the work station for cross-
functional multipurpose task.
9. Ensuring a well designed hospital information
system (HIS).
10.HR inventory to ensure handover and smooth
running.
11.Regular meetings to bridge gaps between the
radiology and IT department to ensure proper
progress.
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• KEY HUMAN RESOURCE ISSUES:

1. Improper HR planning.

2. Improper job description as some employees are

overburdened.

3. Employee recruitment and selection.

4. Performance management and appraisal.

5. Pay management: underpaid and overwork.

6. Training and learning programs.

7. Employee
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relations.HUMAN RESOURCE MANAGEMENT
• KEY MANAGEMENT ISSUES:
1.HIPAA regulation issue.
2.Costumer service and satisfaction.
3.Policy and procedures.
4.Market and healthcare services.
5.Infrastructure and work-station.
6.Full time administrator.
7.Employee satisfaction.
8.Understanding between the IT and Radiology
department.
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• RELATION TO PROCESS AND IT PROBLEMS:
1.Lack of co-ordination between the IT and radiology
department.
2.Lack of trained employees in the field of customer
relation and services.
3.Improper track record of orders.
4.Delay and pending complaints.
5.Only one working station leading to lack of physical
space.
6.Employee relation and generational clash.
7.Overstaffing and low productivity due lack of
supervision.
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• Personals involved in developing and
implementing the solutions:
• Ms. Johnston
• Mr. Hammond
• Ms. Pilcher
JOHNSTON:
 Ms. Johnston had the major role to play as she is
administrator.
 She is responsible to identify HIPAA rules not met.
 Track the policy and procedure manual.
 Customer focused training to employees.
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 Track the policy and procedure manual.
 Customer focused training to employees.
 Reorganize the seating arrangement of employees.
 Establish additional center for customer
convenience.
PILCHER:
 Responsible as she identified all problems
 Johnston arranges meeting for detailed plan of
action.

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HAMMOND:
As IT director he has responsibility to solve IT
problems.
Monitor the status of IT requests
He promised to help in maintaining proper
communication with radiology department.
PACS is important for ICSC.

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 HAMMOND’s success:
Hammond is successful as he has made ICSC a
real IT Centre in a short time.
The vision of ICSC is innovation, Research,
clinical services and teaching.
The component of innovation, research and
teaching will be applicable to Hammond.
Innovation and research through PACS.
Teaching through training of employees in
dealing with IT issues.

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 There must be a HR personnel assigned for the
radiology department.
 In ICSC, the employee issues are of major concern
as they are haphazard.
 Learning and Training programs to be conducted for
employees which are mandatory.
 Clear and correct performance appraisal must be
made.
 Employee relations to be maintained.
 Allocation of work is to be checked( job description
and job analysis)
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 REFERENCES
• Case2- management challenges of customer
service center
• www.ask.com
• www.about.com
• www.citehr.com

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