Carilion Clinic: Training 9,000 Employees on Epic
Based in Roanoke, Virginia, Carilion Clinic is a not-for-profit healthcare organization that serves more than a million people.
Like any healthcare organization today, Carilion faces new challenges. Frequent Epic Systems upgrades mean thousands of employees must be continually trained on how to use the latest version. Fierce competition for talent is also a concern, especially for a not-for-profit clinic that can’t always compete on salary. This, coupled with increased demands for healthcare, due to both changes in policy and an aging population, requires doing more with fewer resources— especially when it comes to ensuring quality patient care.
A key component in the ability to deliver that care is a highly engaged, passionate workforce. Yet Carilion’s people management systems, in contrast to their patient management systems, were highly siloed. According to Robert James, HR technology manager, “There was no visibility. There was no global approach to data around learning, performance, succession or competencies.”
Originally, Carilion implemented Cornerstone Learning to manage training in advance of the rollout of Epic. “Knowing we’d have to train thousands of staff with role-specific education on how to do electronic charting was daunting,” said Robert James, hr technology manager for Carilion Clinic. “We knew we couldn’t manage that level of complexity with our existing system.”
But James and his team saw that addressing other challenges would require more than a new Learning Management System (LMS). Carilion implemented Cornerstone Performance to both streamline reviews and correlate performance and learning data. The clinic also began using Cornerstone’s Observation Checklists, a tool that enables real-time, on-the-job performance tracking and testing for basic competencies.
Today, James and his team use Cornerstone to help them build a true organization-wide culture, not just of engagement, but of values. “We use Cornerstone to reinforce our core values, our Five Cs, and that affects employee engagement,” said James. “People are impressed after coming to Carilion from other organizations and seeing how we make sure employees are prepared to deliver quality healthcare.”
Evaluated competencies. Carilion relies on Observation Checklists to validate employee skill proficiency. “Observation Checklists is used by 70 percent of our staff,” said James. “It’s particularly helpful in ensuring clinicians participating in high risk or low frequency activities can renew their validations. And we can be more certain of ongoing competency.”
Streamlined audits. The team also uses Observation Checklists to streamline audits. “Audits are whirlwinds, and it’s not just Joint Commission. We’re routinely asked to show documentation, and with Observation Checklists, we can get information out to folks in a minute to show the validation history of a clinician.”
Delivered targeted Epic training. Via Cornerstone Learning, employees can stay current with Epic upgrades. “Because we can build curriculum in Cornerstone around a position that correlates to an Epic role, it’s extremely easy to get the right education to the right people,” said James. “We couldn’t accomplish Epic training without Cornerstone. We’re training 8,000-9,000 people every few years with only Cornerstone and 20-30 trainers.”
Increased engagement. Within Cornerstone, James and his team can link learning to performance and vice versa. “Cornerstone helps us show employees how to use learning to improve performance. Employees realize we’re invested in them. And that helps us create a more engaged workforce.”
Developed new leaders. Cornerstone is also instrumental in onboarding newly promoted leaders. “Right away, they’re in Cornerstone taking classes. Some courses are practical, like how to use the HR system. Others are philosophical, such as how to have difficult conversations with employees.”
Gained visibility into organizational trends. Carilion relies on Cornerstone Performance to identify performance and compensation trends. “With Cornerstone, we were able to identify issues with our pay practices, namely a disconnect between ratings and merit increases,” said James. “We wouldn’t have known that if we weren’t using Cornerstone to centrally manage performance reviews for 11,000 employees.”
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Citadele: Investing in a culture of learning and individual performance management
Citadele Group is an innovative, full-service financial group for both private individuals and companies. The Group offers a complete portfolio of banking, financial and private capital management services in the Baltic states. Citadele’s mission is to provide more opportunities to its clients by redefining modern banking – it aims to change the meaning of current financial business with innovations and an outstanding client experience beyond the formal frame. With the goal of becoming the Baltic banking champion, Citadele offers multiple career paths and a variety of professional development opportunities for all its employees. Our new path towards ambitious and modern goals also demands a change within our employees’ learning and performance tracking model. Improved tools and solutions are needed to streamline Citadele’s employee progression processes across 37 offices. Why Cornerstone? Recognising that employees are its most valuable asset, Citadele made sure that employees are the top priority in the process of change. Bearing this in mind, Citadele had three key requirements during the search for its talent management solution: the system needed to be easy-to-use; it needed to have the option to involve employees in individual goal-setting; and it needed to track feedback on an ongoing basis and provide tracking for necessary compliance training. The system also needed to feature engaging and motivating content to help Citadele boost talent retention rates. After considering 20 other vendors, Citadele chose Cornerstone OnDemand as it ticked all the required boxes in terms of being both an established SaaS platform and a well-developed system that adhered to all of Citadele’s needs. After considering 20 other vendors, Citadele chose Cornerstone OnDemand as it ticked all the required boxes in terms of being both an established SaaS platform and a well-developed system that adhered to all of Citadele’s needs. The Results Increased productivity. Since implementing Cornerstone Performance, Citadele has seen an improvement in its employees’ performance. The simplified goal-setting, monitoring and continuous feedback system means that employees feel more confident and more motivated at work. That in turn has led to increased productivity levels. According to Citadele’s recent feedback survey, more than 95% of employees expressed satisfaction with the system. Streamlined performance processes. Before Cornerstone, all records regarding employees’ career, training, obligatory certifications and performance appraisals had to be integrated manually. With Cornerstone Performance, managers now receive detailed analytics at the click of a button, meaning that employee goals, training activities and tracking have become optimised and tailored to employees’ needs. Enhanced employer reputation. Citadele strives for the status of best employer in the Baltic region. Partnering with Cornerstone has helped Citadele to attract and retain even more talent in the industry Full compliance visibility. Compliance training was one of the key requirements for Citadele. Since implementing the Cornerstone e-learning module, the company is now confident that all its employees have the necessary training to meet the industry’s compliance requirements. Citadele is also able to successfully track completions in order to meet deadlines. Motivation and passion for learning. Implementing Cornerstone Performance has helped Citadele to significantly raise the ambition and motivation of its employees. Necessary changes in individual performance management have pushed Citadele forward regarding its learning culture. Since then, the company has selected Cornerstone’s e-learning as its next module, in addition to the already launched Cornerstone’s Performance Appraisal System. This will allow each employee to choose their most convenient way to learn, integrating learning into their everyday work.
Announcing the Convergence 2021 featured speakers: Dan Levy and Malala Yousafzai
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