Generational and Gender Considerations for Effective Communications

Effective communication is critical in navigating clinical and non-clinical interactions, addressing generational and gender-specific differences, and fostering collaboration.

By understanding how poor communication can affect a bottom line, we can explore strategies to cultivate clear and inclusive dialogue within the revenue cycle. Let’s transform communication into a powerful tool for success!

1. A 2023 Grammarly survey consisting of responses from 251 business leaders and 1,001 workers showed that 93 percent agree that communication is the backbone of business. Approximately half of a typical workweek is spent on written communication. But the most shocking find was that poor communication cost $1.2 trillion annually – or $12,506 per employee.

2. Clinical and non-clinical employees communicate very differently. The perception of revenue cycle professionals is that clinical staff are all about spending money and revenue cycle staff are “bean counters.” Having an individual that can speak and understand clinical and non-clinical language is essential in bridging the gap.
   This person should have an understanding of:

• Reimbursement methodology;
• Quality metrics;
• Documentation integrity;
• Coding compliance (inpatient and outpatient);
• Clinical processes and workflows; and
• EMR (electronic medical record) utilization and workflows.
  *Effective communication skills is a must, along with being thick-skinned.

3. We have four generations working side by side in today’s workforce, and each has very different communication preferences. 

Boomers                                          1945-1967

1. What they value:                     Respect and tradition
2. What they fear:                       Losing traditions
3. Communication Tip:               Respect is paramount
4. Preferred Communication:     Face-to-face; phone calls
5. Least-liked Communication:  Text messages

Gen X                                                1965-1980

1. What they value:                     Shared responsibility
2. What they fear:                       Inability to support
3. Communication Tip:               Solutions, not problems
4. Preferred Communication:     Email and phone calls
5. Least-liked Communication:  Text messages

Millennials                                       1981-1996

1. What they value:                     Self-expression
2. What they fear:                       Personal communication
3. Communication Tip:               Value their ideas
4. Preferred Communication:     Text messages
5. Least-liked Communication:  Phone calls

Gen Z                                                1996-2012

1. What they value:                     Fast and entertaining
2. What they fear:                       Being lectured
3. Preferred Communication:     Social media
4. Least-liked Communication:  Phone calls

4. Men and women don’t always conform to stereotypical norms and tendencies, but research shows that certain characteristics are true for a greater proportion of women than men in Western culture.

• Focus of Communication
  • Men tend to focus on problem-solving and providing solutions;
  • Women often focus on building connections and supporting others.
• Use of Language
  • Men are more likely to use direct and assertive language;
  • Women tend to use more descriptive and inclusive language.
• Listening Styles
  • Men may listen to identify problems and offer solutions;
  • Women often listen to understand and empathize.
• Nonverbal communication
  • Men typically use fewer gestures and maintain less eye contact;
  • Women use more expressive gestures and maintain more eye contact.

5. Written communication is another area that can be troublesome to navigate. My best advice is to beware of “email hell.” A personal rule I follow is if it takes more than three emails to discuss a situation, I am going to pick up the phone and call.
   
   There is certain email etiquette we should all follow and notions we should keep in mind when communicating with others: 

1. Emails are legal documents;
2. Keep them short and direct;
3. Focus your subject line;
4. Create an easy-to-read layout;
5. Use good grammar and punctuation;
6. If possible, don’t use email for confidential or sensitive topics;
7. If possible, don’t send large attachments;
8. Avoid jargon and acronyms; and
9. Always proofread and edit your email before sending

6. In today’s world, virtual communication has become commonplace. There is much debate on whether cameras should be on during virtual meetings. There are several pros and cons to consider when participating in virtual meetings:

Pros

1. Facial cues improve communication and build trust;
2. It helps in relationship-building;
3. Better accountability and focus;
4. Reduces distractions and multitasking;
5. Improves engagement;
6. Sign of respect; and
7. Leadership can see employees are taking the meeting seriously.

Cons

1. Privacy concerns with keeping cameras on;
2. Worries about being judged on living space;
3. Internet bandwidth may cause technical difficulties;
4. Increased pressure to look presentable at all times; and
5. Fears and anxieties about being on camera,

7. Ineffective communication can have a tremendous impact to the bottom line of a healthcare organization. Every department must have clear and concise communication, from the time the patient enters the front doors until the claim is submitted to the payor. Here are areas of top concern when evaluating your organization’s communication flow:

1. Patient access with scheduling;
2. Patient access with patients;
3. Patient access with physician’s office;
4. Case management with social work;
5. Case management, CDI (clinical documentation integrity) and coding with medical staff;
6. Revenue integrity with clinical departments;
7. Coding with CDI and billing; and
8. PFS with patients.

8. In conclusion, effective communication is essential to maintain a healthy bottom line within an organization. Here are key takeaways to foster effective communication: 

1. Listen more, speak less;
2. Be fully present;
3. Be mindful of generational and gender differences;
4. Be consistent, but not excessively repetitive;
5. Be transparent;
6. Ask open-ended questions;
7. Make it simple; and
8. Be clear, direct, and short.

About the author:

Lorie Mills, RHIT, CCS, is the Director of HI Services for Primeau Consulting Group. Mills brings more than 30 years of experience in HI, with an emphasis on revenue cycle. She has served three terms as President of the Mississippi Health Information Management Association. Mills has served on the Advocacy and Policy Committee of the American Health Information Management Association (AHIMA) for three years, served as a Commissioner on CCHIIM, and has previously served as a member of AHIMA’s House of Delegates. Over her career, Mills has had the opportunity to be a speaker for the AHIMA National Conference, the Mississippi Hospital Association, Health Information Management Associations of Mississippi, Alabama, Louisiana, Tennessee, Georgia, and The Carolinas, and the Health Care Finance Associations of Mississippi, Alabama, and Georgia. Mills co-authored the article “Red Flags for Myocardial Infarctions Coding and CDI,” published in the July 2019 Journal of AHIMA. She has worked with The American College of Cardiology to develop ICD-10 code I5A, non-ischemic myocardial injury, which was released in the October 2021 ICD-10 coding updates. Currently Mills resides in Hattiesburg, Mississippi.