As Assistant Vice President of the Patient Contact Center for Orlando Health Medical Group, I recently led a webinar about a topic that means so much to me: What it Takes to Create a Great Employee Experience. This matters so much because the success of any contact center is driven by the employees. If your employees are having a meaningful and impactful experience, that will lead to success for your organization.

For my teams success, this is what it all comes down to: 

• Curiosity: We encourage our leaders to be genuinely curious about the values and motivations of their employees. By understanding what drives our team members, we can unlock their full potential and create a more engaging and fulfilling work environment. We realize that curiosity is the spark that ignites innovation and growth.
• Support: We believe that leaders must take responsibility and ownership for the employee experience.  This means creating a supportive environment where employees feel empowered to learn, grow and develop their skills. We offer various training and development programs, mentorship opportunities and resources to help our employees thrive and grown in their careers.
• Fellowship: We foster a sense of community and belonging by aligning team dynamics with strategic business goals. A strong sense of fellowship leads to increased engagement, higher productivity, and job satisfaction; we achieve this by encouraging collaboration, celebrating successes and creating opportunities for employees to connect on a personal level. 

Orlando Health has implemented several best practices for building trusting and psychologically safe teams. These best practices include:

• Authentic and open communication: Leaders encourage transparent and honest communication; by creating an environment where employees feel comfortable sharing their thoughts and ideas openly.
• Cultivating cultural competence: The organization recognizes the importance of diversity and inclusion, actively working to understand and appreciate different perspectives and cultures that make up the organization and community.
• Avoiding perfectionism: Orlando Health understands that mistakes are a natural part of the learning process and encourages employees to take risks, learn from their experiences, and share their journey for the growth of others.
• Being precise with information: Leaders set clear expectations and commitments, ensuring that everyone is on the same page and working towards common goals.
• Replacing blame with curiosity: Instead of assigning blame when things go wrong, leaders encourage a culture of curiosity, seeking to understand the root causes of problems and find solutions collaboratively.