Do you already use PRM software – or are you considering investing in a solution? Either way, it’s important to know the must-haves for its optimal use.
Thankfully, I’ve spent the past 5 years helping clients maximize the effectiveness of their physician relationship management software. Here’s my “cheat sheet” on the best ways to use a PRM to report on your liaison team’s field activities.
Tips for Getting Started
Keep it simple; don’t overcomplicate PRM access.
Liaisons shouldn’t feel overwhelmed – like they’re spending the majority of their time in the PRM. PRM software should be easy to use and accessible in the field. This is where having a mobile app can help. Instead of having to block their entire Friday to sit in front of their computer and log activities, your liaisons can record tasks and notes while they’re on-the-go.
Focus on liaison buy-in, from day one.
Avoid push back by getting your team invested from the start. Show them what the PRM can do, and how it will make their day-to-day activities easier and more effective. Part of Marketware’s implementation, for example, includes working with liaisons to customize their drop-down reporting selections. This saves them time, and ensures they’re entering the right information for their manager’s reports.
Train your team incrementally.
Don’t make your team “drink from a firehose” by throwing so much information at them that they won’t remember any of it. I like to train new PRM users on just activity reports, for example. And then, when they get that down, we move onto lists and initiatives, and so on. Using this staggered approach to training helps liaisons feel successful, which drives their PRM adoption.
Getting Your Team to Use PRM Software
Tie PRM use to performance goals.
For example, one of my clients has physician liaisons record a certain number of activities and issues and onboard all of their providers correctly into Marketware to meet their quarterly performance goals. They do this with our activity trend reports, which allow liaisons to clearly see their goals, and leadership to clearly see if they are being met.
This being said, you have to guard against quantity versus quality. With PRM reporting, it’s alarming if there’s too much in activities, and it’s alarming if there’s too little. If there’s too much, liaisons may not be having the right conversations. And if there’s too little, they’re probably not recording enough of their activities – or they’re spending too much time in offices, so they don’t have the time to see as many providers as they expected.
Ask your PRM partner for training; don’t be shy.
A lot of my clients know healthcare like the back of their hands, but can struggle when it comes to integrating a PRM into their daily work. That’s why when they have questions, I offer to setup a quick call/training – even if it’s about something simple. I also offer to setup training for user groups when I see that their usage is dropping or if there’s a software update. Don’t be afraid to ask if there’s an easier way to do something. Usually there is! And your PRM provider should be more than happy to help.
Set up regular check-ins.
These should be between you (the physician liaison manager) and your PRM partner. Use this time to ask any questions, discuss newly released features or dashboards, set up a team training, review a new data set or anything else that can help optimize your PRM reporting.
Monitor your team’s success.
Keep a pulse on whether some liaisons need more training or if others are ready to add more functionality. Not everyone on your team has to use the PRM at the same level, as long as they’re meeting their baseline goals.
Next Steps: PRM Data & Reporting
In part 2 of this blog, I’ll cover PRM data and how to move from tracking to reporting results. Look for the post on Oct. 17!