This course helps learners to understand the best ways to manage conflict and the components of Issue Resolution (IR) and its benefits.
Partnership means creativity, collaboration and commitment. Get grounded in the basics.
Get ready now to deliver great care and service (and bolster job satisfaction) in the years to come.
For Carolina Aceves, technology and health care go hand in hand.
Shortly after completing a new online digital fluency course for Kaiser Permanente employees, she saw firsthand how technology can transform a life. Her mother needed a kidney transplant, but neither she nor her siblings were a match. In October 2017, however, in a series of matches orchestrated through a national computer system, she donated a kidney as part of a chain of donations that resulted in her mother receiving a kidney.
In December, she returned to work at the California Service Center in San Diego, where she is an account administrative representative, fielding calls from KP members and answering their questions. She also chairs a young leader council for OPEIU Local 30 — and is leveraging that role to mobilize all represented members of her unit-based team, urging colleagues of all ages to take the digital fluency course.
“Health care is changing,” Aceves says. “Be current. Do your homework. Advance your career.”
Digital fluency is one of four critical skills that will be essential in the health care of the future. The new online program, which helps participants understand the role of technology in health care, is free to workers represented by a union in the Coalition of Kaiser Permanente Unions through the Ben Hudnall Memorial Trust, the SEIU UHW-West & Joint Employer Education Fund, and National Workforce Planning and Development.
The national workforce office also is developing programs for the other three critical skills — consumer focus, collaboration and process improvement — as part of a larger strategy to encourage employees to upgrade their skills, advance their careers and meet the changing demands of health care.
“Whether you work in a medical center, clinic or office, we encourage employees to take the digital fluency program,” says Monica Morris, the director of National Workforce Planning
and Development.
Digital fluency skills are good for workers, KP members and the organization, says Jessica Butz, the coalition’s national coordinator for Workforce Planning and Development. While some may fear technology will eliminate jobs, the push at KP is to use it not to replace workers but to enhance the care and service they deliver.
“Learning these critical skills will prepare our workers for jobs in the future and give them the tools to shape and improve care for our members and patients,” Butz says.
Kaiser Permanente has identified four critical skills that will be essential to the future of health care. The online program in digital fluency will be followed by programs in the other three skills. Learn more at kpcareerplanning.org. Find great resources on this website (see links below).
Digital fluency. Technology is transforming health care. Be prepared. The new online program, launched in Fall 2017, helps employees understand the role of technology in health care. Visit kpcareerplanning.org,
the Ben Hudnall Memorial Trust or the SEIU UHW-West & Joint Employer Education Fund to sign up for the four- to six-hour course.
Consumer focus. Consumers expect convenience, personalization, service and quality. Learning how to engage and connect with members can help employees deliver great care and great outcomes. Get tools for incorporating our members’ and patients’ viewpoints in your team’s work.
Collaboration. Sharpen your team-building skills. Solve problems together, respect others and drive continuous learning. Download these ideas for getting everyone in your unit actively involved with your team.
Process improvement. Find ways to increase quality and save time and money. Get our how-to guide on performance improvement.
This course is designed to help frontline staff understand their role in a unit-based team.
This course provides 360 feedback and teaches coaching best practices to improve the performance of unit-based teams.
To help build an effective unit-based team, learn how to become an effective sponsor and the critical importance of this long-term role in the overall structure of Kaiser Permanente.
This workshop is designed to help co-leads communicate and agree about how they will work together.
This course discusses the five steps of corrective action. Participants apply those steps to scenarios throughout the course of the training.
During this lesson, you will learn how the Rapid Improvement Model Plus (RIM +) provides you and your team an easy, structured way to quickly identify and test ways to improve performance.
In this course, participants from the unit- based level up to Labor Management Partnership committees will learn how to solve problems in a non-adversarial process.