America’s pandemic response has suffered from a well-publicized lack of PPE, of checks, of contact tracers. However ten months into the worldwide pandemic, with COVID instances and hospitalizations reaching staggering new ranges throughout the county, essentially the most dire and difficult-to-address of shortages is just getting worse—that of the well being care employees wanted to are likely to sufferers.
As CEO of AMN Healthcare, America’s largest well being care staffing firm, Susan Salka finds herself on each side of this disaster, sending in AMN’s reinforcements to short-staffed amenities—the corporate has made greater than 50,000 placements this yr—whereas scrambling to discover a provide of prepared well being care employees to fill the remaining gaps.
Salka, a 30-year veteran of the Texas-based firm, which recorded $2.2 billion in income in 2019, spoke with Fortune final week concerning the present state of affairs, the challenges of the pandemic, and the long-term outlook for the well being care workforce. Spoiler alert: COVID vaccines gained’t clear up every thing.
This interview has been edited for readability and size.
Fortune: You run the most important well being care staffing agency within the nation. Are you able to inform us about AMN and its historical past?
Salka: I’ve been lucky to be right here over 30 years and once I began, it was a journey nurse firm. That’s nonetheless the most important a part of our enterprise. That phase of the trade has grown, however again then it was only a cottage trade. There have been a bunch of small firms that have been touring nurses across the nation to the place they have been wanted most primarily based on shortages or seasonal wants. We grew to be the most important journey nurse firm within the trade, however our shoppers have been actually wanting extra from us, and we have been seeing the must be a extra diversified and holistic well being care staffing firm. We both de novo invested in or acquired different healthcare disciplines reminiscent of doctor staffing, allied staffing, pharmacists, healthcare leaders, billing, coding, income cycle, and many others.
Proper now, most firms of any measurement in our trade are diversified, however we have been the primary mover to maneuver from being a single service-single product firm right into a multi-discipline, diversified healthcare staffing firm. That actually served us very nicely within the trade and additional expanded our management place. In 2010, we launched right into a journey of offering completely different workforce options and expertise options to assist [clients] be extra environment friendly at how they contract their contingent employees and rent and handle their everlasting employees—issues like managed providers applications and scheduling, predictive analytics, after which extra just lately, telehealth choices that create a digital workforce by issues like distant language interpretation or distant speech remedy providers to college students in faculties.
I consider our evolution as form of going by these necessary step modifications in response to the market but additionally in response to the practicality of you’ll be able to’t have healthcare employees all over the place they’re wanted bodily. Wherever you’ll be able to introduce expertise and telehealth or simply create efficiencies in order that the valuable employees that they’ve is best, that’s what we’re attempting to do.
What are workforce options—is that outsourcing?
Beforehand and nonetheless for some hospitals or methods, they’ll work with 50 or 100 completely different companies that present contingent employees. A managed providers supplier contract centralizes that operate with an outsourced associate like AMN. We deal with all the procurement and billing and contracting and credentialing for all of the contingent employees. We’ve obtained large shoppers like Kaiser and different massive methods that simply outsource all of their contingent staffing to us—primarily medical—however we do associate with Randstad for the non-clinical half for what their wants is perhaps. The hospital then has a form of centralized method of making certain that they’ve obtained good processes and consistency of the standard of clinicians which might be coming by their doorways, even when they’ve a number of settings, which in fact, lately any respectable sized system has hospitals, they’ve clinics, they’ve house well being. Their workforce wants are way more various than they have been perhaps 20 years in the past.
What has enterprise been like throughout the pandemic?
When it began to flare up in March or late February, I don’t suppose anybody anticipated it will be on the ranges that we noticed the in subsequent few months or now. We took all of the precautions you’d anticipate and transferred our personal company staff to earn a living from home. Just a little over 3,000 company staff moved to distant work, and that really went pretty seamlessly.
Because the nation shut down, at non-COVID associated healthcare settings we noticed an instantaneous decline in all of our companies, aside from nursing and [a few specialties] as a result of there simply weren’t procedures happening, and in case you weren’t a affected person associated to COVID, they don’t need you strolling by the door for something. We felt that impression, and a few of our enterprise declined as a lot as 20, 30, 40%. Nursing spiked up, and a few areas like respiratory therapists and lab techs additionally spiked up a bit, however it wasn’t sufficient to completely make up for a number of the declines within the different companies.
We noticed that first wave, and it was very concentrated in sure states like New York and Washington and sure areas, after which that shortly fell off, which was, in fact, great. We thought it was form of behind us and that we would have a couple of little scorching spots pop up. We have been truly anticipating that our enterprise would then begin to get well within the third quarter slowly, however it will form of return together with volumes coming again into the well being care system. What occurred was that, sure, the quantity began to come back again in non-acute settings and in additional regular affected person flows, however it was gradual. On prime of that, in fact, the COVID spikes began to emerge throughout the nation. What’s been very completely different between July by now versus the primary wave, it that the primary method was very concentrated in a couple of states. Now, it’s form of all over the place.
What demand seems to be like now versus a yr in the past, versus what it seemed like within the March, April, Could timeframe? It’s significantly completely different. And that modifications the dynamic rather a lot. To start with, the sheer numbers are huge. By way of the variety of open positions that now we have for nurses, they’re roughly 4 occasions the degrees that we noticed throughout the first section of the pandemic. Then it was just about all simply ICU and COVID-related, now it’s that plus simply regular positions that may’t get stuffed.
The opposite factor is that it’s regionally all over the place. I believe there’s solely three or 4 states that don’t have demand ranges greater than the prior yr. And in some areas, it’s twice as a lot as prior years. It’s very tough to maneuver that many individuals across the nation that shortly. Our trade is doing a fantastic job total, however there’s simply not sufficient clinicians. It’s very tough to guarantee that we’re simply doing all that we are able to, but additionally realizing that we in our trade can’t probably fill all the roles on the market.
There have been shortages of well being care employees earlier than the pandemic. Why is that?
We have been already feeling the pains of what was anticipated to be the worst scarcity the nation has ever seen for nurses and actually all well being care professionals. It’s pushed by the demand growing for well being care providers due to an ageing inhabitants. But additionally, the supply of pros isn’t maintaining with that demand as a result of you’ve got an ageing medical workforce as nicely. That is a kind of issues that in case you’re not in well being care, you in all probability wouldn’t notice that the common age of nurses and physicians goes up.
We don’t have sufficient capability in our faculties and residency applications to carry extra candidates by to graduate, so we’re hitting this level the place demand was rising considerably, even pre-pandemic, and the provision of clinicians was beginning to plateau and sooner or later would even be declining with an ageing medical inhabitants. The shortages have been already very tough. The pandemic accelerated that by a few years as a result of many present nurses [have decided] to not return to the workforce throughout the pandemic, or perhaps they only have to remain house, significantly ladies—over 90% of nurses are nonetheless ladies—to supervise childcare and on-line schooling and/or simply not desirous to take the danger of getting uncovered and having to quarantine or worse but, get their household sick. They’re opting to not come again to work. And in reality, a number of the older nurses, say of their 50s, are selecting to retire. The emptiness charges at hospitals proper now’s by the roof; they’re the best that lots of our shoppers have seen in a while as a result of their present nurses are burned out or they’re simply not wanting to come back again. As volumes are rising, even when they’re not at full capability—that is the wonderful factor, most hospitals aren’t at full capability—they is perhaps at 70% or 80% capability, however even with that, their demand for well being care employees is thru the roof.
We’re going to have a lingering impact of this accelerated scarcity for a few years to come back. It’s an enormous concern of nurse executives and educators that we’ve out of the blue misplaced some portion of the well being care workforce, nurses specifically, that gained’t be returning. It’s true for physicians, as nicely. We had made such nice progress as a rustic in having extra ladies going into drugs. We have been on the level the place about half the brand new residents coming into the workforce have been ladies. Girls have been working much less hours as a result of they typically had youngsters at house and wished to work a part-time schedule, however this has simply brought about us to take many steps backwards when it comes to ladies in drugs.
Do now we have information but on the numbers leaving the workforce?
I believe it’s it too early to know the place it’s going to settle. Actual time information isn’t actually out there. What I’m sharing with you is extra anecdotal. It’s why, for instance, why our demand for journey nurses is the best that we’ve ever seen traditionally. It’s considerably greater than when the pandemic began. It’s greater than double what our demand was final yr. That, I believe, is an indicator of the severity as a result of, once more, most healthcare methods are saying they’re not full when it comes to volumes, however they only can’t get the employees. They will’t get their very own employees to come back again.
How does journey nursing work?
Most of our clinicians are vacationers. We do native staffing as nicely, however more often than not, the native nurses are already working with their native hospitals on a per diem foundation or perhaps they’re of their float swimming pools. Our larger enterprise and worth add is to carry clinicians in from exterior the area, perhaps throughout state strains. Through the pandemic, one of many optimistic issues that has occurred is states have made [regulatory] modifications in when it comes to their willingness to just accept a license from one other state. Most individuals are shocked that licensure continues to be managed at a state stage. There isn’t a nationwide licensure for nurses: For those who’re a nurse from Nebraska, and also you need to go work in Texas, you need to get a brand new license whenever you go to Texas. There’s a state compact the place they’ll reciprocate and acknowledge elements of their license or schooling, however you continue to often must undergo a course of and it takes weeks even when they’re a part of that compact. We wanted to get the states to place in place new guidelines on a brief foundation, at the least, that will assist you to simply actually stroll throughout state strains with out having to undergo a number of weeks of processing. That has helped to maneuver folks round and mobilize them extra shortly.
We have now a whole lot of hundreds of clinicians in our database, after which we’re recruiting extra daily. We have now truly very excessive numbers of recent candidates coming in, however nonetheless, you’ve obtained to have the appropriate job in the appropriate place, and a few folks enroll, after which they modify their thoughts or one thing else modifications of their life that causes them to not need to go. This yr, now we have revamped 50,000 placements, a few of these are duplicate folks that perhaps took a few assignments, however that offers you context of how many individuals we’re shifting round. We place what we are able to, however for our managed providers shoppers, we additionally subcontract with different firms. It’s a part of the worth proposition to the hospital that they don’t must take care of 50 completely different companies: They only take care of us, after which we take care of all the subcontractors. We have now a superb community of affiliate distributors, primarily opponents who’ve sub-contracted with us. That makes it extra streamlined for them to have the ability to simply get the orders, recruit the clinicians, get them positioned, and do what they do finest in getting clinicians the place they’re wanted most. And so they don’t have the consumer aspect of the equation we have been dealing with that for them. We had quite a lot of assist from our affiliate distributors this yr in ensuring that we’re doing all we are able to.
What sort of individual is a journey clinician? Do they have an inclination to have a full-time job?
We’re all the time recruiting for candidates that may need to work now or down the highway. Typically they need to work only one project. Typically they need to make it a full-time profession of shifting round and taking three-month assignments in numerous areas. Somebody might have signed up with us two years in the past and by no means traveled and took a job with us for some cause, however it doesn’t imply that they aren’t nonetheless a viable candidate. Most of them have some form of full-time job.
In the event that they’re signing up for a journey job, they’re both leaving a everlasting job or they’re already touring with one other group. In a couple of instances, they may have been retired and determined they need to bounce again into the workforce. A few of the folks that now we have working now are what we name lapsed vacationers, the place they took an project with us beforehand, let’s say two or three years in the past, and perhaps they went right into a everlasting job and now, they’ve determined they need to take a journey project once more. We’re all the time re-recruiting folks to some extent. You could have your model new, by no means traveled with us earlier than, then you’ve got your lapsed vacationers, after which you’ve got folks that form of make a profession out of this.
Can you meet demand? What does that imply for the well being care system? How unhealthy is the state of affairs?
We are able to’t meet all the demand—it’s not simply us, however as an trade. I don’t suppose each job is getting stuffed. We do higher, I believe, the perfect inside the trade. We have now that dedication to our shoppers—one of many issues about being a managed service supplier is we make ensures round our fill charges and the way a lot of the demand we expect that we are able to meet and fill. That’s very challenged proper now. We really feel fairly assured now we have greater fill charges than our opponents, however for those who go unfilled, it is dependent upon the place—both the hospital has to take the sufferers and unfold them over fewer nurses, which isn’t ultimate as a result of sooner or later that simply burns out the nurses that rather more, or a hospital could have sufferers transferred to a different facility in the event that they don’t have correct staffing.
Simply anecdotally, I used to be having dinner with a good friend who’s a surgeon right here in Dallas, and he was speaking a few affected person he needed to do eye surgical procedure on, they usually needed to name eight completely different hospitals earlier than they might discover a place the place they’d room not as a result of a mattress wasn’t out there—however as a result of they didn’t have employees to have the ability to open the mattress. You possibly can have a mattress, and you may have gear, however in case you don’t have sufficient employees, then you need to route that affected person to a different facility.
Are you shocked by how this has performed out and simply how dire the staffing state of affairs has turn into?
I may have by no means foreseen the pandemic and the way extreme it will be and all of the havoc it will wreak inside the well being care system. Nevertheless, it’s not shocking to me that the scarcity is as extreme as it’s figuring out what we learn about how unhealthy the scarcity already was. Nurses specifically are these frontline well being care heroes which might be actually put within the line of fireplace, as you may say, of the pandemic. And so, the burnout that’s creating and the stress that that’s creating on the workforce, I’m not shocked that it’s creating such a extreme scarcity. It’s not going to finish in a single day.
We simply truly had a dialogue with a few massive well being care system leaders who’re liable for their staffing. They have been requested the query concerning the vaccine and whether or not that can create some fast reduction for the workforce. They mentioned no, they don’t imagine it is going to, as a result of their present nurses who may get the vaccine are burned out, and they should give them a while to recuperate. Not each clinician will need to come again. They suppose that this scarcity atmosphere will final nicely past 2021. And to a point, there might be a everlasting lack of the workforce.
Do you agree with that view?
I agree. I’ve heard this from different healthcare executives and leaders. Clearly, [COVID vaccines] are going to be extremely useful however so far as the medical workforce, it’s not going to be a fast repair to all the underlying points.
At AMN, and I personally really feel this fashion, we really feel as if we’ve educated our complete careers for this second. We simply by no means knew it will come and, in fact, wished it hadn’t. However the issues that we’re doing now to assist throughout the pandemic are the issues that we’ve been coaching and enhancing and doing nicely for a lot of, a few years, and now’s when it issues most. We really feel honored, to have the ability to do our half. We’re serving to get these clinicians to the place they’re so desperately wanted most, supporting them in each method that we are able to. Our work issues extra now than it ever has earlier than. And I can say that, with over 30 years on this enterprise, that is a very powerful yr for this firm.
We’ve heard a lot of tales of well being care employees struggling to get sufficient PPE and checks once they want them. What have you ever noticed along with your workforce? Is it the hospital’s accountability, or AMN’s, to deal with these wants?
Concerning PPE, it truly is the hospital’s major accountability. In fact, we’re speaking with them to guarantee that if there’s something that we are able to do to be useful, we’re doing that, however hospitals often need to and, the truth is, insist on offering their very own PPE. They could have specific forms of gear that they need folks to make use of; they don’t essentially need clinicians to all the time be bringing in their very own PPE. So we’re, we’re typically simply attempting to be in a supportive place. Clearly, if we may be useful in getting them PPE—we’ve despatched masks and robes and goggles to shoppers attempting to ensure they’ve what they want. We’ve despatched some gadgets to our clinicians instantly, as nicely. However the major accountability actually does reside with the ability to guarantee that their employees have the suitable PPE.
We do talk with our clinicians on conditions once they may need been uncovered, and they should get examined. We have now a medical care group that interfaces with them, and now we have our personal nurses on employees at a company stage that then turn into a care group to speak with these clinicians about what they should do to quarantine, to get examined, getting them the sources they want shortly, but additionally offering emotional assist, and if wanted, referring them to psychological well being professionals. It may be a very demanding time for clinicians as they’re quarantining, they usually’re frightened about their very own well being, however they’re additionally desirous to be on the hospital caring for sufferers. There’s a reasonably large community of psychological well being sources that we’ve created to strive to make sure that our nurses and clinicians are getting the assist they want. For nurses which might be on that entrance line, lots of them have referred to having primarily PTSD, and we need to guarantee that we’re giving them the sources to get by the state of affairs, however then even afterwards, that we’re being supportive.
You’ve spoken about numerous challenges, what points are you most involved with now?
First is ensuring that we’re supporting our clinicians, and for that matter, all clinicians out within the area to make sure that they will do their finest work and that we’re doing every thing we are able to to get them there shortly, effectively. It contains easy issues like expressing gratitude and appreciation for them at each flip. Second, we’re very centered on our personal company group members as nicely. Whereas they’re not on the entrance strains, it’s nonetheless very demanding and quite a lot of hours and quite a lot of emotional toll that will get taken by the work that we do as a result of we so desperately need to get each job stuffed and each clinician to the place they’re wanted. We’re supporting clinicians which might be in tough conditions themselves.
We find yourself being the associate—in case you’re a recruiter, you’re on that journey proper alongside along with your clinician. We’re ensuring that we’re supporting our personal company group members: the best way to deal with psychological well being at work throughout the pandemic. We’re very aware of that, and all of our group members are nonetheless working remotely, which they need to be, and we’re supportive of that, however now we have to guarantee that our leaders are studying the best way to lead in a distant atmosphere. We’re very happy with the tradition at AMN. It’s been one in every of our strengths and, I believe, an enormous a part of our success. And now that tradition is distant. So how will we be sure that all of our group members really feel appreciated, supported, and have entry to the sources that they want? I believe we’re doing very nicely, however we’re going to be on this for fairly a while. We’ve made the choice not to return to workplaces till at the least July of subsequent yr, apart from perhaps a pilot—I fairly truthfully suppose it’s going to be longer than that. We’re going to be feeling the challenges of the pandemic far previous the summer season.
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