We are honored to host a panel interview this week on the Healthcare Experience Matters podcast, where we will discuss confronting the burnout rates prevalent among medical assistants and patient care coordinators.

Our panel includes returning guest Timothy Seay-Morrison, EdD, LCSW, Senior Vice President of Service Lines and Chief Ambulatory Care Officer at Stanford Health, joins our first-time guest Roberto Rodriguez, MSN, RN, Senior Director of Primary Care and Employer-Based Health Centers with Stanford Health.

We are also pleased to be joined by Jim Kinsey, FPCC, CDP, PLCC, who serves as the Director of the Healthcare Experience Academy with the Healthcare Experience Foundation (HXF). This discussion is moderated by our longtime HX Matters Podcast Director, Casey Callanan, who has been hosting and producing this show since 2021.

Timothy, co-author of the research article that appeared in the Journal of Healthcare Management titled “Factors Affecting Burnout Among Medical Assistants,” originally joined this podcast in 2022 to discuss the study.

For a quick refresher, you can revisit that podcast on medical assistant burnout here.

Toda’s conversation with our panel serves as a follow-up to that initial chat, as some innovative ideas for addressing burnout have been implemented over the years by both Timothy’s and Roberto’s teams.

Understanding Burnout and Implementing Change

Roberto highlights the complexities that their organization faced while trying to establish a new professional development pathway for Patient Care Coordinators (PCCs) at Stanford Health. The process took three years, primarily due to the need for alignment across various operational levels and the necessity of responding to feedback from frontline staff.

This involved rigorous iterations to create a system that not only recognized career progression but also supported employee engagement, leading to a cohesive pathway with defined roles and certifications.

Cultivating Leadership and Inclusion

As the podcast moves towards a conclusion, Timothy, Roberto, and Jim emphasize the importance of inclusivity within the workplace. The newly established career ladder for PCCs includes leadership roles and training opportunities that empower staff to take on greater responsibilities.

This initiative not only nurtures talent from within but also enhances diversity in leadership positions. Their efforts support a more robust retention strategy, which is critical in today’s healthcare landscape.

The imperative need to invest in the well-being and career development of all staff members is a cornerstone of a healthy workplace culture. By creating sustainable pathways and fostering a supportive environment, healthcare organizations can truly make strides in combating burnout while cultivating a resilient workforce and driving better patient experiences and outcomes.

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Burnout & Resilience