America’s pandemic response has suffered from a well-publicized lack of PPE, of assessments, of contact tracers. However 10 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 simply getting worse—that of the well being care employees wanted to are inclined 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 services—the corporate has made greater than 50,000 placements this 12 months—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 in regards to the present scenario, the challenges of the pandemic, and the long-term outlook for the well being care workforce. Spoiler alert: COVID vaccines gained’t resolve all the things.
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 corporations that had been touring nurses across the nation to the place they had been wanted most based mostly on shortages or seasonal wants. We grew to be the most important journey nurse firm within the trade, however our shoppers had been actually wanting extra from us, and we had been seeing the should be a extra diversified and holistic well being care staffing firm. We both de novo invested in or acquired different well being care disciplines corresponding to doctor staffing, allied staffing, pharmacists, well being care leaders, billing, coding, income cycle, and many others.
Proper now, most corporations of any dimension in our trade are diversified, however we had been the primary mover to maneuver from being a single service/single product firm right into a multidiscipline, diversified well being care staffing firm. That actually served us very effectively within the trade and additional expanded our management place. In 2010, we launched right into a journey of offering totally different workforce options and know-how 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 packages 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 type 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 well being care employees in every single place they’re wanted bodily. Wherever you’ll be able to introduce know-how and telehealth or simply create efficiencies in order that the dear employees that they’ve is best, that’s what we’re making an attempt to do.
What are workforce options—is that outsourcing?
Beforehand and nonetheless for some hospitals or programs, they’ll work with 50 or 100 totally different companies that present contingent employees. A managed providers supplier contract centralizes that operate with an outsourced companion like AMN. We deal with all the procurement and billing and contracting and credentialing for all of the contingent employees. We’ve obtained massive shoppers like Kaiser and different giant programs that simply outsource all of their contingent staffing to us—primarily scientific—however we do companion with Randstad for the nonclinical half for what their wants is likely to be. The hospital then has a kind of centralized means of guaranteeing that they’ve obtained good processes and consistency of the standard of clinicians which are coming by their doorways, even when they’ve a number of settings, which in fact, today any decent-size system has hospitals, they’ve clinics, they’ve dwelling well being. Their workforce wants are rather more numerous than they had 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 could be on the ranges that we noticed within the subsequent few months or now. We took all of the precautions you’d count on and transferred our personal company workers to work at home. Somewhat over 3,000 company workers moved to distant work, and that really went pretty seamlessly.
Because the nation shut down, at non-COVID-related well being care 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 affect, 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 few 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 rapidly fell off, which was, in fact, fantastic. We thought it was kind of behind us and that we would have just a few little hotspots pop up. We had been really anticipating that our enterprise would then begin to get well within the third quarter slowly, however it could type of return together with volumes coming again into the well being care system. What occurred was that, sure, the amount began to return again in non-acute settings and in additional regular affected person flows, however it was sluggish. On prime of that, in fact, the COVID spikes began to emerge throughout the nation. What’s been very totally different between July by now versus the primary wave is that the primary wave was very concentrated in just a few states. Now it’s type of in every single place.
What demand seems like now versus a 12 months in the past, versus what it regarded like within the March, April, Might timeframe? It’s significantly totally different. And that modifications the dynamic quite a bit. To begin with, the sheer numbers are huge. When it comes to the variety of open positions that we’ve got for nurses, they’re roughly 4 instances the degrees that we noticed throughout the first part 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 in every single place. I believe there’s solely three or 4 states that don’t have demand ranges increased than the prior 12 months. 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 rapidly. Our trade is doing an incredible job general, however there’s simply not sufficient clinicians. It’s very tough to guarantee that we’re simply doing all that we will, 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 had 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 growing old inhabitants. But in addition, the provision of pros shouldn’t be maintaining with that demand as a result of you could have an growing old scientific workforce as effectively. That is a type of issues that in case you’re not in well being care, you in all probability wouldn’t notice that the typical age of nurses and physicians goes up.
We don’t have sufficient capability in our faculties and residency packages to convey 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 growing old scientific inhabitants. The shortages had been already very tough. The pandemic accelerated that by a few years as a result of many current nurses [have decided] to not return to the workforce throughout the pandemic, or perhaps they simply have to remain dwelling, notably ladies—over 90% of nurses are nonetheless ladies—to supervise childcare and on-line training and/or simply not eager to take the chance 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 few of the older nurses, say of their fifties, are selecting to retire. The emptiness charges at hospitals proper now could be by the roof; they’re the best that a lot of our shoppers have seen in a while as a result of their current nurses are burned out or they’re simply not wanting to return 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 likely to be 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 return. It’s an enormous concern of nurse executives and educators that we’ve all of the sudden misplaced some portion of the well being care workforce, nurses particularly, that gained’t be returning. It’s true for physicians, as effectively. We had made such nice progress as a rustic in having extra ladies going into drugs. We had been on the level the place about half the brand new residents coming into the workforce had been ladies. Girls had been working much less hours as a result of they usually had children at dwelling and needed to work a part-time schedule, however this has simply triggered us to take many steps backward by way of ladies in drugs.
Do we’ve got information but on the numbers leaving the workforce?
I believe it’s too early to know the place it’s going to settle. Actual-time information shouldn’t be actually accessible. What I’m sharing with you is extra anecdotal. It’s why, for instance, our demand for journey nurses is the best that we’ve ever seen traditionally. It’s considerably increased than when the pandemic began. It’s greater than double what our demand was final 12 months. That, I believe, is an indicator of the severity as a result of, once more, most well being care programs are saying they’re not full by way of volumes, however they simply can’t get the employees. They’ll’t get their very own employees to return again.
How does journey nursing work?
Most of our clinicians are vacationers. We do native staffing as effectively, 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 convey clinicians in from exterior the area, perhaps throughout state strains. In the course of the pandemic, one of many constructive issues that has occurred is states have made [regulatory] modifications by way of their willingness to just accept a license from one other state. Most individuals are stunned that licensure remains to be managed at a state degree. There isn’t a nationwide licensure for nurses: In the event you’re a nurse from Nebraska, and also you wish to go work in Texas, you must 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 training, however you continue to normally need to 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, no less than, that may 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 individuals round and mobilize them extra rapidly.
We’ve a whole lot of 1000’s of clinicians in our database, after which we’re recruiting extra on daily basis. We’ve really very excessive numbers of latest candidates coming in, however nonetheless, you’ve obtained to have the precise job in the precise place, and a few individuals enroll, after which they modify their thoughts or one thing else modifications of their life that causes them to not wish to go. This 12 months, we’ve got revamped 50,000 placements, a few of these are duplicate people who perhaps took a few assignments, however that provides you context of how many individuals we’re transferring round. We place what we will, however for our managed providers shoppers, we additionally subcontract with different corporations. It’s a part of the worth proposition to the hospital that they don’t need to cope with 50 totally different companies: They simply cope with us, after which we cope with all the subcontractors. We’ve a superb community of affiliate distributors, basically opponents who’ve subcontracted 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 shopper facet of the equation; we had been dealing with that for them. We had plenty of assist from our affiliate distributors this 12 months in ensuring that we’re doing all we will.
What kind of individual is a journey clinician? Do they have an inclination to have a full-time job?
We’re at all times recruiting for candidates which may wish to work now or down the highway. Typically they wish to work only one project. Typically they wish to make it a full-time profession of transferring 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 type 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 just a few instances, they could have been retired and determined they wish to bounce again into the workforce. Among the people who we’ve got 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 wish to take a journey project once more. We’re at all times re-recruiting individuals to some extent. You will have your brand-new, by no means traveled with us earlier than, then you could have your lapsed vacationers, after which you could have people who type 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 scenario?
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 most effective inside the trade. We’ve 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 predict that we will meet and fill. That’s very challenged proper now. We really feel fairly assured we’ve got increased fill charges than our opponents, however for people who go unfilled, it relies on the place—both the hospital has to take the sufferers and unfold them over fewer nurses, which isn’t preferrred 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 totally different hospitals earlier than they might discover a place the place that they had room not as a result of a mattress wasn’t accessible—however as a result of they didn’t have employees to have the ability to open the mattress. You may have a mattress, and you may have gear, however in case you don’t have sufficient employees, then you must route that affected person to a different facility.
Are you stunned by how this has performed out and simply how dire the staffing scenario has turn out to be?
I may have by no means foreseen the pandemic and the way extreme it could be and all of the havoc it could wreak inside the well being care system. Nevertheless, it’s not shocking to me that the scarcity is as extreme as it’s, understanding what we learn about how unhealthy the scarcity already was. Nurses particularly are these frontline well being care heroes which are 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 stunned that it’s creating such a extreme scarcity. It’s not going to finish in a single day.
We simply really had a dialogue with a few giant well being care system leaders who’re answerable for their staffing. They had been requested the query in regards to the vaccine and whether or not that may create some instant reduction for the workforce. They mentioned no, they don’t consider it’s going to, as a result of their current nurses who may get the vaccine are burned out, and they should give them a while to recuperate. Not each clinician will wish to come again. They suppose that this scarcity atmosphere will final effectively past 2021. And to some extent, there might be a everlasting lack of the workforce.
Do you agree with that view?
I agree. I’ve heard this from different well being care executives and leaders. Clearly, [COVID vaccines] are going to be extremely useful, however so far as the scientific workforce, it’s not going to be a fast repair to all the underlying points.
At AMN, and I personally really feel this manner, we really feel as if we’ve educated our entire careers for this second. We simply by no means knew it could 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 bettering and doing effectively for a lot of, a few years, and now could be 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 means that we will. 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 an important 12 months for this firm.
We’ve heard a lot of tales of well being care employees struggling to get sufficient PPE and assessments once they want them. What have you ever noticed together with your workforce? Is it the hospital’s duty, or AMN’s, to maintain these wants?
Concerning PPE, it truly is the hospital’s main duty. After all, we’re speaking with them to guarantee that if there’s something that we will do to be useful, we’re doing that. However hospitals normally wish to and, in truth, insist on offering their very own PPE. They could have specific varieties of gear that they need individuals to make use of; they don’t essentially need clinicians to at all times be bringing in their very own PPE. So we’re typically simply making an attempt to be in a supportive place. Clearly, if we might be useful in getting them PPE—we’ve despatched masks and robes and goggles to shoppers making an attempt to verify they’ve what they want. We’ve despatched some gadgets to our clinicians straight, as effectively. However the main duty actually does reside with the power 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’ve a scientific care workforce that interfaces with them, and we’ve got our personal nurses on employees at a company degree that then turn out to be a care workforce to speak with these clinicians about what they should do to quarantine, to get examined, getting them the sources they want rapidly, but additionally offering emotional assist, and if wanted, referring them to mental-health professionals. It may be an awfully aggravating time for clinicians as they’re quarantining they usually’re nervous about their very own well being, however they’re additionally eager to be on the hospital caring for sufferers. There’s a fairly large community of mental-health sources that we’ve created to attempt to make sure that our nurses and clinicians are getting the assist they want. For nurses which are on that entrance line, a lot of them have referred to having basically PTSD, and we wish to guarantee that we’re giving them the sources to get by the scenario, however then even afterward, 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’ll do their finest work and that we’re doing all the things we will to get them there rapidly, effectively. It consists of easy issues like expressing gratitude and appreciation for them at each flip. Second, we’re very centered on our personal company workforce members as effectively. Whereas they’re not on the entrance strains, it’s nonetheless very aggravating, and plenty of hours and plenty of emotional toll that will get taken by the work that we do as a result of we so desperately wish to get each job stuffed and each clinician to the place they’re wanted. We’re supporting clinicians which are in tough conditions themselves.
We find yourself being the companion—in case you’re a recruiter, you’re on that journey proper alongside together with your clinician. We’re ensuring that we’re supporting our personal company workforce members: the way to deal with psychological well being at work throughout the pandemic. We’re very aware of that, and all of our workforce members are nonetheless working remotely, which they wish to be, and we’re supportive of that, however we’ve got to guarantee that our leaders are studying the way to lead in a distant atmosphere. We’re very pleased 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 can we be sure that all of our workforce members really feel appreciated, supported, and have entry to the sources that they want? I believe we’re doing very effectively, however we’re going to be on this for fairly a while. We’ve made the choice not to return to places of work till no less than July of subsequent 12 months, aside from perhaps a pilot—I fairly actually suppose it’s going to be longer than that. We’re going to be feeling the challenges of the pandemic far previous the summer time.
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