At ConnectiveRx, a patient support solutions company, we have implemented a purpose-driven, story-based training program to cultivate empathy and human connection among our employees. This approach is particularly crucial for those interacting with patients facing life-altering illnesses and complex insurance challenges.
Drawing from my experience at companies like Sheetz and Verizon, I have built a training culture that centers on bringing our company’s purpose to life. By incorporating storytelling into our employee onboarding process, we aim to inspire a higher sense of purpose and engagement among our team.
From the Start, Tell a Story
Stories have a unique power to engage and inspire individuals. By weaving narratives throughout our training programs, we help employees retain information better and understand the “why” behind their work.
Integrating patient personas into our onboarding process allows employees to empathize with the challenges faced by individuals seeking specialty medication. By creating profiles that reflect real-life scenarios, we enable our team to connect with our mission on a deeper level.
Personas Bring Customers to Life
Developing personas based on different customer profiles helps employees understand the diverse experiences they may encounter. By incorporating these personas into training, we equip our team to better assist customers and uphold best practices.
To create personas for your organization, consult with frontline employees and gather insights on common challenges and customer interactions. By embedding these personas into your training programs, you can reinforce your company’s mission and foster a culture of empathy and understanding.
Stories serve as a powerful reminder of our overarching mission at ConnectiveRx, reminding employees of the impact their work has on patients. By revisiting these narratives in advanced training, we reinforce the importance of empathy and connection in our daily interactions.
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