Leadership
How putting people first can promote health system success
By demonstrating a strong commitment to actively addressing the needs of its people, one health system’s revenue cycle department has achieved noteworthy strides in promoting staff and leadership engagement.
Published
August 14, 2025
9:45 am
|
Updated
October 1, 2025
8:31 am
In today’s rapidly evolving healthcare landscape, one truth remains clear: A health system’s ability to achieve long-term success hinges on its people and the extent to which they feel their organization cares about them. While health systems clearly must make significant investments in technology and operational efficiency, they also cannot afford to lose sight of the staff-related challenges that pose an ever-present risk to health systems, including burnout, disengagement and turnover. Simply put, the question is not why health systems should focus on people — but how they can do so effectively.
A strategic initiative undertaken by New Orleans-based Ochsner Health does just that. Called “People-First Leadership,” the initiative has been championed by the health systems’ revenue cycle leaders with the goal of prioritizing the employee experience, cultivating trust and fostering meaningful engagement. The revenue cycle team sees this mindset as not just aspirational, but as operationally essential. It is based on the maxim that engaged employees don’t just improve workplace culture — they also drive better patient outcomes, financial stability and long-term success.
And the effort has proven successful. The commitment to employee engagement has long been a cornerstone of Ochsner’s culture, having continuously evolved to meet the needs of our teams and communities. This commitment has led to significant and measurable positive outcomes, including the following outcomes over the past three years:
- A 28% reduction in turnover within a 12-month period, strengthening workplace stability
- Increased participation in the Ochsner annual employee engagement survey, from 88% to 94%, with significant gains across the categories of employee engagement workplace demands, culture of inclusion and well-being core index
- Overwhelming support for the initiative’s podcast series, with 95% of podcast listeners expressing appreciation and enjoyment
Other U.S. health systems can benefit from Ochsner’s example, from the initiative’s design to the benefits obtained and lessons learned from the experience. Four key distinguishing elements of people-first leadership follow, along with recommended steps for health systems seeking to emulate Ochsner’s approach.
Ochsner Health revenue cycle employee engagement survey participation rate
1 Create space for transparent conversations
A primary objective was to bridge the gap that can often stand between leadership and frontline employees. Health systems often struggle to address this disconnect using strategies such as traditional town halls, static newsletters and more formal meetings. These approaches too often fail to foster genuine dialogue. Employees often feel unheard, while leaders remain unaware of workplace concerns.
Employees want more than just updates about decisions made behind closed doors. They want to understand the ‘why’ behind decisions. Leaders must provide transparency if they are to strengthen trust, reduce uncertainty and foster engagement.
Distinguishing elements of Ochsner’s approach. With People-First Leadership, its revenue cycle team uses live, interactive webinars with anonymous Q&As to provide transparency and promote employee engagement. By addressing employees’ concerns expressed in real-time, this approach fosters a culture of openness and psychological safety.
Recommended actions. Health systems wishing to pursue a similar approach should:
- Replace one-way communication with interactive Q&A sessions, or forums, which allow real-time engagement and direct responses from leaders
- Use anonymous pre-forum surveys to identify top employee concerns and shape the forum agenda meaningfully
- Consistently follow up on forums with visible action steps and progress updates
2 Elevate employee recognition beyond milestones
Many organizations focus solely on tenure-based recognition, overlooking everyday contributions that sustain healthcare operations. As a result, employees who go above and beyond can feel unseen, leading to disengagement.a The reality is that recognition fuels engagement. Employees who feel appreciated are more productive, innovative and committed.
Distinguishing elements of Ochsner’s approach. Ochsner Health established a recognition program, called Ovation, aimed at sustaining a culture in which accomplishments of staff members are celebrated in real time not only by leaders but also by their peers. Through the program, employees receive acknowledgments for impactful work, which are shared across the organization. Shout-outs during live webinars and monthly operational meetings further reinforce a culture of appreciation.
Recommended actions. For a similar approach, other health systems should:
- Launch an excellence-in-action program with clear criteria and peer nominations to spotlight and celebrate outstanding efforts by individuals and teams
- Transition from annual to more recurrent recognition moments, such as monthly shout-outs or quarterly spotlights using digital platforms to sustain engagement
- Encourage leaders to deliver personalized appreciation messages in team meetings that tie the appreciations to specific observed behaviors and their impacts
3 Focus on leadership development as a cultural imperative
Healthcare leaders often advance to management roles due to their technical expertise. But leadership requires more than just job knowledge. Success also depends on emotional intelligence, coaching skills and an inclusive mindset. Top-performing organizations invest in developing leadership skills for employees long before they step into management roles.
Distinguishing elements of Ochsner’s approach. Ochsner’s revenue cycle leaders schedule regular leadership retreat sessions that provide hands-on learning, real-world case studies and interactive discussions designed to challenge leaders to think differently. A podcast called Leaders Unplugged shares executive insights to further make leadership development accessible to aspiring leaders.
Recommended actions. Health systems considering similar approach can, for example:
- Host hands-on leadership retreats where attendees explore common real-life scenarios aimed at sharpening coaching, empathy and decision-making skills
- Create enhanced leadership podcasts with practical takeaways, including executive tips and engaging stories that listeners apply to their own experience
- Use pulse surveys to track leadership effectiveness, and then tailor leadership development efforts based on the feedback
4 Embedding a focus on inclusivity into the DNA of leadership
Too often, inclusivity efforts are treated as standalone initiatives rather than core leadership responsibilities. Without integration, these efforts can feel performative rather than impactful.
A people-first culture is also necessarily an inclusive culture. True inclusivity means creating an environment where everyone feels valued, heard and empowered.
Ochsner Health’s revenue cycle leaders integrate this focus on inclusivity into leadership development through education, engagement and community partnerships. The health system’s monthly Inclusivity newsletter fosters ongoing dialogue, while deep dive webinars and live sessions offer interactive learning experiences on inclusivity and belonging.
This emphasis on inclusivity has inspired the team to engage in community-focused initiatives, such as an ongoing partnership with the New Orleans Women and Children’s Shelter and an annual ‘Pie a Leader’ event aimed at raising contributions for the health system’s Pediatric Family Assistance Fund. The latter raised over $25,000 in 2024, its seventh year, surpassing its goal of $20,000.
Recommended actions. When pursuing a similar approach, other health systems should:
- Embed inclusivity insights into leadership practices through monthly newsletters
- Strengthen community engagement initiatives to foster inclusivity beyond the workplace
- Leverage regional partnerships to enhance diverse perspectives and collaboration
- Offer deep dive sessions to cultivate an inclusive mindset across teams
Additional Considerations
One of the most important considerations when undertaking any initiative to improve staff engagement is to measure results actively and continuously. People-First Leadership isn’t just about soft skills — it directly impacts business outcomes. Organizations that effectively prioritize engagement will see measurable improvements in retention, performance and patient satisfaction. When people thrive, organizations succeed.
Further considerations that are applicable to many health systems include hybrid and remote work models and union-represented employees.
In environments where hybrid and remote work models are in common use, the idea of people-first leadership must evolve. Trust and psychological safety require greater intentionality when the possibility of face-to-face connections is limited. Ochsner Health’s revenue cycle team addresses this consideration through the live webinars with anonymous Q&A, regular virtual check-ins and visible recognition of remote staff through digital platforms.
Ochsner Health does not have union-represented employees. But the same values reflected in the health system’s leadership practices aimed at promoting transparency, collaboration and mutual respect are equally vital in unionized environments. In such a setting, an effective approach might also emphasize shared goals through inclusive roundtables, aligned recognition programs and joint development opportunities for both leaders and union representatives.
Whether navigating a remote workforce or a unionized structure, the foundation of success remains the same: authentic leadership rooted in empathy, culture of inclusion and belonging, and open dialogue.
The importance of leading with intention
In healthcare, possibly more than in any other industry, a people-first leadership approach is critically important, because of the profound immediate impact healthcare workers can have on the lives of patients and their families.
When healthcare teams, including those dedicated to the revenue cycle, feel heard, innovation thrives, resulting in meaningful impact — not just in workflows but in patient experiences. Whether it’s recognizing a frontline team member for solving a complex claim, mentoring future leaders or ensuring training programs reflect diverse perspectives, the commitment to prioritizing the organization’s people should always be intentional.
It’s also important to acknowledge that health systems do not require a full-scale program to make a difference. What’s needed is to take some kind of action daily to show the team that their work matters, and to send the message to staff that the organization is committed to truly putting people first.
Footnote
a. Hay, A., “Rethinking employee recognition: beyond watches & tenure-based awards,” eBallot, Nov. 28, 2023.
10 recommendations that constitute an ultimate daily playbook for leaders
Effective leadership goes beyond results — it’s about empowering the team, fostering trust and creating a culture where everyone thrives. By embracing the following “people-first leadership” principles daily, leaders can elevate their teams’ performance and inspire them to achieve greatness.
But leaders should do so with authenticity, which lies at the heart of every impactful leadership action. Without it, even the most well-intentioned efforts risk seeming performative or transactional. To truly lead with authenticity, leaders must consistently model the behaviors they promote to align words with actions.
1 Start every meeting with purpose and clarity. Leaders should begin weekly team meetings with a motivational statement and a clear sense of purpose — e.g., “Today’s goal is to align on our project milestones to ensure we meet our patients’ needs and surpass their expectations.”
2 Check in with your team daily. During daily check-ins with team members, ask, “What’s one thing I can do to help you achieve today’s goal?” And then follow through in every way you can.
3 Make your decisions transparent and understandable. After a key decision, provide transparency by sharing your thought process in an email or during a team huddle — e.g., “I chose this direction because it aligns with our core values and gives us the best chance to succeed long-term, even though it’s a bit challenging now.”
4 Recognize wins in real-time. During a project, highlight the contributions of team members in a team chat: “Shout out to Jane for going above and beyond to meet the deadline!”
5 Empower others by rotating leadership opportunities. Rotate meeting leadership responsibilities among your team. One day, invite someone to lead the discussion and present solutions. This not only enhances their leadership skills but also lets them know they are trusted to handle responsibility.
6 Promote inclusivity with intentional language. When discussing ideas, use inclusive language like, “I value everyone’s perspective — let’s hear from those who haven’t spoken yet.” This makes everyone feel heard, especially those who might be hesitant to share.
7 Create peer-recognition channels. Start a “Kudos Corner” in the team’s internal communication channel where team members can publicly recognize each other’s efforts.
8 Be a mentor to rising leaders. Set aside time to mentor a team member who shows leadership potential. Ask questions like, “What’s one skill you want to improve on?” and guide them by sharing personal leadership experiences.
9 Solicit feedback to drive continuous improvement. After a big project or meeting, ask the team, “What’s one thing we can do better next time to make this even more successful?” Then, actively apply the feedback.
10 Celebrate diversity and cultural awareness. Take time to learn about the cultural backgrounds of team members. Host a “Cultural Spotlight” where staff get a chance to share an aspect of their culture and incorporate the insights into team-building activities.
