Who we are – Where we’re from

1. Healthcare: Employer Driven Right-Fit AssessmentNational Council on Workforce EducationOctober 17, 2014

2. Who we are – Where we’re from Located in Grand Rapids, Michigan Urban Campus 16,900 credit students – Fall 201 16,822 non-credit students (2012-13) Employers

3. West Michigan Alliance for Health • The Health Care Skills Alliance (HCSA), established in late 2004, seeks to resolve systemic and structural issues that will help meet the need for skilled and entry-level workers in the health care sector. The Health Care Employers Council is the lead partner in this initiative. • Total health care jobs in West Central Michigan are projected to grow about 15-20% for the ten year period ending in 2016, compared to less than 7% for all jobs. (1) With approximately 79,000 health care jobs, health care generates over $3.8 billion in wages and salaries in the region, plus another $1.4 billion from indirect and induced jobs for more than 41,000 individuals

4. WFD in West Michigan Region 2004 – 2006 Movement to Guaranteed Diploma 2006-2009 Foundational Skills Credentials and Work Based Learning 2009 Michigan Adopts the NCRC as the Work Ready Certificate 2010-2012 Talent 2025 2012- Present Evidenced Based Hiring Models (Credentials)

5. GRCC’s MA Program Story

6. Employer-Identified Skills Communication Customer Service HIPAA Attention to Detail Conflict Management Teamwork Problem-Solving Prioritizing Follow-through Safety Critical Thinking Lab Skills—Point of Contact—hemoglobin, specimens, phlebotomy, etc. Immunizations/Medications Job Seeking Skills

7. Dan Salvati, Spectrum HealthManager, HR Integrations and Resource Major skills needed for MAs working in the resource pool are EMR, Immunizations (knowing which ones/what they are), communication skills, and how they present themselves. Dan wants to hire MAs who can flex in the job and have good EMR skills. Implementing Lean principles in staffing makes this important. It is important to understand the correlation between illness and scheduling work flow. Dan made the correlation for us between low scorers on Assessments negatively impacting the rest of the class (holding the class back). He advocated for a minimum of Silver level NCRC.

8. Dr. Peter OlsonPhysician, Medical Advisor • Recommends an emphasis on positive patient service. • “Your students will be ahead of the game if they already practice and model those skills” and that “personal skills are a big deal”. • Dr. Olson recommended that those with a score of 3 in any of the assessments remediate to earn at least a score of 4 in every assessment before enrolling in the course. • Dr. Olson shared that he has been satisfied with the students he has hosted as externs and has recommended them for hire. • Advisory Committee approved a minimum score of 4 in Math, Reading for Information, and Locating Information. Those who have 3 or below need to remediate to scores of 4 before entering the program.

9. Employer Advice Graduates need to ‘fit’ in health care with people skills Professional Excellence Program should be cost effective to be proportional to likely wages Certificate program rather than an associate’s degree Short Term (6 month), accelerated program Give people a depth of knowledge – consider having pre-requisites to ensure competencies Consider requiring volunteer hours/service learning hours Incorporate Work Keys assessments (NCRC and Talent) The board recommended utilizing study groups as a part of the learning structure of the course. It was suggested as a good way to develop Teamwork skills and for students to learn

10. Program Structure • 6 month certificate program • RMA Certification • CAAHEP Accreditation* • Program Director with RMA • 4 Instructors with technical expertise *The Medical Assistant Program at GRCC is accredited by the Commission on Accreditation of Allied Health Education Programs (www.caahep.org) upon the recommendation of the Medical Assistant Eduation Review Board. CAAHEP 1361 Park Street, Clearwater, FL 33756 717-210-2350, www.caahep.org

11. Program Structure Student Communication Information Sessions Program guides on website Orientation Student Handbook

12. Program Content Structure • Foundational Knowledge • Communication skills • Introductory courses • Integrated Learning by body systems • Simulation • Advanced Skills • Cohort learning using Adult Learning Styles and emphasizing Critical Thinking Skills

13. Student Admissions Experience ACT WorkKeys® National Career Readiness Certificate to validate readiness to learn at the appropriate level ACT Workkeys® Talent and Fit to inform behavior and motivation Computer Competency CPR and First Aid Immunizations

14. Learning Experience Standards for Competency and Professionalism are coached and upheld throughout the course When successful in passing the fundamentals, move on to advanced skills and critical thinking simulation

15. Learning Experience with Employers 19 Independent employers provide externships; 4 more have requested students 4 Provide Job Shadows 7 Sit on Advisory Committee Requested by Lakeshore Employers

16. Retention - Student • 81% Completion • 8 Dropped during the course • 6 Didn’t meet Grade Competency • 3 Didn’t meet Professionalism Competency (points) • 1 Refused Externship Location • 4 Repeated the course • 91% Placement Rate

17. Lessons Learned: Program Success • Competency • Needed WorkKeys NCRC minimum scores • Needed a mid-point competency attainment • Accreditation • Intentional Program Design from the Employer Perspective and meeting the format/structure of accreditation guidelines is a major project

18. Lessons Learned: Assessment Tools • Talent and Fit can inform behavior and give insights to staff in how to better encourage success • Talent and Fit results can also result in preconceived notions on the part of staff • Stability, Striving, Carefulness, Cooperation • Foundational Skills – how strong do they really need to be?

19. Lessons Learned: Student Success What makes for an excellent MA can also make for a difficult student/enrollee Cohort Learning can bring out personality challenges and opportunities for coaching Order + Influence + Precision = Oh My!

20. Example Activity

21. Example #1 (DG)

22. Example #2 (KG)

23. Parting Thoughts • The quality of your product is determined in the set up. • Data drives decisions • Continuous Improvement Process • Student, Program and Staff

24. Thank you for coming! • Questions? • Rachael Jungblutrjungblu@grcc.edu • Julie Parks jparks@grcc.edu • Linda Witte lwitte@grcc.edu • 616-234-3400