Process Improvement Manual: Front and Back Office

The global aim of this project is to decrease variations and improve efficiency in the tasks assigned to the support staff at an outpatient breast clinic. The breast center has a five-person administrative team who rotate through four positions monthly. The specific aim is by May 1, 2017, 100% of the five employees will have a comprehensive knowledge of their role, and adhere to a standardized way of completing tasks. The CNL Leadership themes used were Educator, Team Leader Manager, and Outcomes Manager. Informative interviews were conducted with the staff to gauge the unique needs of the team. 100% of the staff indicated that a standardized protocol for their job functions and procedures was a needed resource. After the implementation of the manual, the post-survey proved 100% of the employees indicated a thorough knowledge of their job roles. The effectiveness of this manual will be sustained because a member of the staff has volunteered to update the manual on a quarterly basis. A recommendation for future improvements is a new employee on-boarding program; the manual will be a strong tool to get new staff oriented to the microsystem