Communications Question

Research Project Oral Presentation – CLICK TO SUBMIT
Make sure to take a look at the explanation for your Research Project Presentation I posted in
‘Our Classroom’.” This will explain some basic guidelines and give tutorials on how to record a
Narrated PowerPoint.
Overall:
• you’ll create a PowerPoint presentation to summarize your project as if you were
delivering to your primary/target audience
• then record you presenting it through the “record narration” function
in powerpoint.
• then submit that full file: PowerPoint slides with your voice recorded on it through
Blackboard on the correct assignment submission link.
• Here’s a link to explain how to (also available on the information shared in
blackboard): https://support.office.com/en-us/article/record-a-slide-show-with-narration-andslide-timings-0b9502c6-5f6c-40ae-b1e7-e47d8741161c
I don’t have any specific guidelines concerning number of slides, but I’d make the
presentation around 4-6 minutes
•
this is to make sure that you’re covering all the information in your research paper and at least
3 out of your 6 needed sources cited ALOUD.
Be sure that you are NOT writing everything out word for word on the slides
•
I shouldn’t be just reading along with you, use your own notes to actually present.
You should also use the 2 images/visuals/graphics YOU CREATED for the paper!
Include color and other visual appeals to make it interesting.
Think of this presentation as just presenting the research/information that you pulled
together for the paper to begin to discuss the info to your primary/target audience.
*CHECK THAT THE NARRATION PLAYS FOR YOU BEFORE SUBMITTING YOUR
POWERPOINT FILE!
A Shortage of Claims Adjusters in the Insurance Industry
Prepared for
Claims Management at Claim Trust Collection, Inc.
Prepared by
Joe Student
Claims Adjuster at Claim Trust Collection, Inc.
i
A Shortage of Claims Adjusters in the Insurance Industry
Contents
Executive Summary ………………………………………………………………………………iii
Introduction ……………………………………………………………………………………….1
Problem ……………………………………………………………………………………1
Purpose ……………………………………………………………………………………1
Methods ……………………………………………………………………………………1
Reasons for the Shortage in Claims Adjusters ……………………………………………………2
Baby Boomers Retiring: The Effects on the Insurance Industry …………………………2
Stress ………………………………………………………………………………………2
Other Reasons …………………………………………………………………………….2
What Qualities Are Necessary to Become a Claims Adjuster? …………………………………..3
Education …………………………………………………………………………………3
Other Qualifications ………………………………………………………………………4
Why Is There a Lack of Interest in Claims Adjuster Positions? ………………………………….6
Claim Trust Collection, Inc.: Survey Responses ….………………………………………………6
Alternatives to Additional Claims Adjusters ……………………………………………………..8
Drone Technology Use in Claim Investigations ………………………………………….8
Satellite Imagery Use in Claim Investigations ……………………………………………8
Recommendations …………………………………………………………………………………8
Works Cited ……………………………………………………………………………………..10
Appendix …………………………………………………………………………………………11
List of Illustrations
Figure 1-Graph: Education Requirements for Claims Adjuster Positions ………………………..3
Figure 2-Graph: Required Skills for Claims Adjusters ……………………………………………5
ii
A Shortage of Claims Adjusters in the Insurance Industry
Executive Summary
The insurance industry is near a critical state due to a shortage of claims adjusters.
Claims adjusters are a vital part of the insurance industry because they ensure insurance
companies comply with regulations regarding the handling of claims. There are many reasons
for this shortage of claims adjusters:
•
•
•
•
A loss of experienced claims adjusters as “baby boomers” retire
The stress of working as a claims adjuster
Other reasons related to job satisfaction for claims adjusters
A lack of knowledge about the job opportunities available in the insurance industry
These issues require action from our company, Claim Trust Collection, Inc.. It is necessary
for us to engage in their communities and make people, particularly students, aware of the need
for claims adjusters and the opportunities available to them within the insurance industry.
Additionally, we must recognize alternatives that may help with this need in the meantime.
iii
A Shortage of Claims Adjusters in the Insurance Industry
Introduction
Claims adjusters are vitally important to insurance companies. They ensure that
insurance companies meet regulatory guidelines for the handling of claims. (Brazee, 2005) A
shortage of these employees is of critical concern to the insurance industry.
Problem
Claims adjusters are the employees at insurance companies who investigate claims and
make determinations on whether claims are covered based upon the coverages contained within
insurance policies. An investigation includes gathering information about a claim, such as expert
reports, photographs of claim sites, recorded statements of witnesses and involved parties,
medical records, and many other tools. Without an adequate number of claims adjusters,
insurance companies are unable to process claims as quickly as they would like. Additionally,
claimants are left without payment for their claims much longer than they should be.
As climate change affects weather patterns, creating scenarios perfect for catastrophic
hurricanes and wildfires, this problem is exacerbated. While people were trying to recover from
the hurricanes and wildfires that devastated the U.S. and Puerto Rico in 2017, “FEMA was
practically begging adjusters to go to damaged areas in order to process the large volume of
claims.” (Barlow, 2018)
Today’s shortage in claims adjusters is a result of:
•
•
•
•
“Baby boomers” reaching retirement age
Other reasons claims adjusters leave the industry
A lack of qualified individuals
Lack of awareness of the job opportunities in the insurance industry
Purpose
The purpose of this project is to examine the causes of the shortage in claims adjusters
and solutions insurance companies should consider.
Methods
Information for this report was gathered from the following sources:
•
•
Survey of hiring managers at Claim Trust Collection, Inc.
Internet research: Scholarly Journals, Insurance Trade Magazines, Industry Websites
1
A Shortage of Claims Adjusters in the Insurance Industry
Reasons for the Shortage in Claims Adjusters
The insurance industry faces a number of reasons for the shortage of claims adjuster
which will be discussed below, including the retirement age of many adjusters, stress at the job,
and other issues including lack of opportunity and support.
Baby Boomers Retiring: The Effects on the Insurance Industry
The insurance industry is far more affected by the retirement of baby boomers than
average. For the general labor pool, workers age 55 and over had increased by 45% in 2010.
For the insurance industry, workers age 55 and over had increased by 74% in 2010. It was
projected in McKinsey & Company’s report that the number of insurance employees near
retirement would reach 25% of the total number of insurance workers by 2018 (McKinsey &
Company, 2010). With these numbers, it is imperative that the industry work to bring in new
talent.
Stress
Claims adjusters face many stressors. The insurance industry is heavily regulated and
reporting requirements vary by state. Claims adjusters are often licensed to handle claims in
more than one state. Keeping track of these reporting requirements can be a source of significant
stress. In addition, many insurance companies have downsized supporting clerical staff. This
has placed additional burden on claims adjusters (Brazee, 2005).
With the present shortage in claims adjusters, they frequently have very large caseloads.
This can be compounded when there are catastrophic claim events, such as hurricanes and
wildfires. When a claims adjuster leaves a company, the remaining adjusters receive a share of
the work left behind. In addition to the increased workload because someone left the company,
they are often faced with having to train a new associate while maintaining their own workload
(Brazee, 2005).
Other Reasons
In addition to the retirement of baby boomers and stress, claims adjusters may choose to
leave their job for the same reasons anyone else chooses to leave a job. They may want a higher
salary or wish to work closer to home. They may have had frustrating experiences with their
work environments, such as:
• A lack of opportunities for development
• Too much time being demanded of them at work, which results in less time for other
activities
• A lack of support in the form of clerical staff and/or technical tools which allow them
more time to focus on the work they were specifically hired to do (Brazee, 2005).
2
A Shortage of Claims Adjusters in the Insurance Industry
What Qualities Are Necessary to Become a Claims Adjuster?
A random sample of twenty job postings for various claims adjuster positions with
twenty different companies throughout the United States was used for this section.
Education
Education requirements for claims adjuster positions vary greatly. While some require
no more than a high school diploma or equivalent, others firmly require a bachelor’s degree. In
addition to the diploma or degree requirements, many firms also required an equivalency to a
specified number of years of work experience, with some specifying customer service experience
(indeed.com, n.d.). This is not surprising considering the delicate nature of potentially denying a
person’s claim.
The average salary for someone with only a high school diploma is $35,256 (Josephson,
2018) . Given the average salaries for claims adjusters and senior claims adjusters, it is surprising
more people aren’t interested in the job:
•
•
The average claims adjuster salary in the United States is $50,116 per year. (indeed.com,
n.d.)
The average senior claims adjuster salary in the United States is $58,108 per year.
(indeed.com, n.d.)
Figure 1 – Education Requirements for Claims Adjuster Positions
EDUCATION REQUIREMENTS FOR CLAIMS
AJUSTER POSITIONS
Bachelor’s
Degree – Firm
25%
High School
Diploma or
Equivalent
35%
Bachelor’s Degree
or Equivalent
20%
College Degree
or Equivalent
15%
College Degree
5%
Data is compiled from 20 randomly selected job postings for claims adjuster on indeed.com, n.d.
3
A Shortage of Claims Adjusters in the Insurance Industry
Other Qualifications
There is a myriad of qualifications listed on job postings for claims adjusters. One was
nearly universal in the twenty job postings sampled: strong communication skills. Most
specified both written and oral communication skills must be strong (indeed.com, n.d.). Claims
adjusters must communicate well within their teams and with clients, vendors, and attorneys.
They must effectively document their investigations. Poor communication could lead to bad
outcomes for the individual as well as the company for which they work, such as lawsuits, which
are costly to litigate.
Below communication is prior claim-handling experience. Exceptions to this were
claims adjuster trainee positions (indeed.com, n.d.). This is very common within the insurance
industry (McKinsey & Company, 2010). While some of the older generation of claims adjusters
do not have more than a high school diploma, they have extensive experience in handling claims.
Insurance companies place high value on this as it requires a great deal of training to produce
adjusters who are capable of objectively and accurately analyzing medical records for bodily
injury claims. The goal is not only accurate payment of medical bills but also being able to
recognize fraud.
Customer service experience is another common requirement (indeed.com, n.d.).
Customer service skills are necessary in claims adjusting particularly because sometimes bad
news must be delivered. For example, an auto accident in which an insured is found responsible
may also result in injuries to the insured driver. If the policy contains liability coverage, but does
not contain personal injury protection coverage, while damage to the other driver’s vehicle and
bodily injury to the other driver would be covered, the insured driver’s medical expenses would
not be covered. An insured may not have realized there was no coverage for this under their
policy and, as a result, become angry at the news that their medical expenses would not be
covered under their auto policy. Understanding how to diffuse an escalating conversation, such
as would likely be required in this scenario, can be gained from work in customer service
positions.
Customer service experience is followed by licensing and strong organizational skills,
which is followed by problem-solving skills, negotiation skills, and the ability to multitask.
Most insurance companies did not actually require applicants to be licensed claims adjusters to
apply. Instead, they required applicants to be capable of obtaining licensing within a specified
timeframe. (indeed.com, n.d.) Licensing is obtained through testing at individual state levels,
and not all states have licensing requirements. Additionally, to maintain licensing in some states,
there are continuing education requirements.
4
A Shortage of Claims Adjusters in the Insurance Industry
Figure 2 – Required Skills for Claims Adjusters
Percentage of Job Listings
Required Skills for Claims Adjusters
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
95%
55%
65%
50%
50%
25%
30%
40%
Selected Skills Required on Job Listings
Data is compiled from 20 randomly selected job postings for claims adjuster on indeed.com, n.d.
There are some position-specific requirements that were not covered to keep the
information provided in this report at a reasonable level. Examples of these were requirements
that candidates be familiar with claims-specific software programs, words-per-minute typing
skill requirements, and very specific types of claim handling experience. (indeed.com, n.d.)
Why Is There a Lack of Interest in Claims Adjuster Positions?
Given the job requirements, why is there a lack of interest in claims adjuster positions?
High school students preparing to enter college are often unaware of the opportunities within the
insurance industry. This may be, in part, due to a lack of courses in personal finance in our high
schools. (McKinsey & Company, 2010) This relates to insurance because in the grand scope,
insurance falls under the umbrella of finance. Just 16.4% of high school students throughout the
United States are required to take a personal finance course to graduate high school. Just five
states require a course of this nature for high school graduation: Alabama, Missouri, Tennessee,
Utah, and Virginia. When considering those who do not live in these five states, the percentage
falls to 8.6%. For low income students, it falls further to just 5.5%. (Finance, 2017) When
personal finance is not taught in high schools, the principles of insurance are also not taught. It
is clear then that careers in the insurance industry are also not explored.
Additionally, the reputation of the insurance industry is lacking. A 2007 survey of high
school students showed that based on professional attributes, insurance agents were placed far
below “physicians, lawyers, engineers, accountants, and IT specialists.” (McKinsey & Company,
2010) This most likely stems from adults in their lives having had bad experiences with
insurance-related matters and the overwhelming lack of personal finance education requirements
5
A Shortage of Claims Adjusters in the Insurance Industry
in high schools. Despite public perception, insurance companies want to provide the coverage
written into their policies, which are contracts between an insurance company and an insured. At
Claim Trust Collection, Inc., a claims manager once said something to the effect that a claims
adjuster’s job was to look for coverage, not to look for a way to deny coverage. Claim Trust
Collection, Inc. is not the only insurance company with that goal.
Claim Trust Collection, Inc. : Unique Problems and Solutions
Claim Trust Collection, Inc. is a commercial lines insurance carrier. Their current efforts
to bring in new talent involve visiting colleges with insurance-related bachelor’s degree
programs to recruit new graduates. One hiring manager with the company answered “no” to the
question, “Has Claim Trust Collection, Inc. had difficulty hiring enough claims adjusters?” on
the survey six of the eight claims hiring managers graciously completed. In his email response
to the survey, he further stated that during the six to eight months the new recruits are in training,
they also complete their AIC (Associates in Claims) designation through the Institutes (an
organization committed to the continuing education of insurance professionals (What We Can
Do for You, n.d.)). As soon as they have completed training, they immediately begin handling
their own claims. He went on to say, “It is a very comprehensive training program and we have
been very successful in filling open positions internally through this program.”
Of the six responses to the survey, one other indicated there was no issue with hiring
enough claims adjusters at the company. This respondent didn’t provide any additional
information.
The remaining four respondents indicated there has been a problem hiring enough claims
adjusters. Three indicated that the primary reason for a shortage in claims adjusters at the
company is that unemployment is currently low. The remaining respondent indicated the
primary reason for the shortage is a lack of candidates with claim-handling experience.
Two of the four respondents who see a shortage of claims adjusters at the company
indicated that the salary offered by the company at this time is a factor in hiring difficulties. As
one respondent stated, “Claim Trust Collection is currently in a mode of cost saving in an effort
to shore up the financial outlook in order to get our A- rating back, which in turn will
presumably lead to more assets which can be used for hiring claims adjusters and other staff to
support this growth.” AM Best is a rating agency for the insurance industry. (A.M. Best
Company, n.d.) In 2013, AM Best downgraded the company’s rating from A- to B++, citing
financial issues. This caused some significant problems, but the company has made great strides
with the focus on regaining its A- rating. (Claim Trust Collection, 2018)
The survey asked, “What is Claim Trust Collection, Inc. doing to fill in the gaps?” and
four different answers from those who said there is a problem were given:
6
A Shortage of Claims Adjusters in the Insurance Industry
•
•
•
•
The company is looking at people who want to work from home and at assisting people
with relocating.
The company has been using part-time and temporary employees to fill in the gaps.
The recruitment of college graduates.
The company is making efforts to improve its finances.
The survey finally asked, “Do you have other ideas on how the company can fill in the
gaps?” Three respondents touched on salary and benefits, with one suggesting “work from home
capability, a casual corporate dress code, more time off, and more enhanced employee
recognition programs or events.” One respondent advocated for continuing the aggressive
recruitment of new talent. Another respondent suggested changing the criteria for hiring claims
adjusters from experience with claim handling to hiring people the right personality to become
claims adjusters. The reasoning behind this, as explained by the respondent, is that personality is
innate, while claim handling is something that can be learned. Finally, another respondent
suggested training existing employees to become claims adjusters.
While 33% of the survey respondents indicated there were no problems with hiring
enough adjusters at the company, 67% see a problem with hiring enough adjusters. The
company has offices in different parts of the country. The hiring managers that responded “no”
to the question are both from the same office, which is also the office where the training program
for fresh-from-college recruits is handled. This would appear to indicate that these are the units
receiving the trainees after they complete training, however, one of these two respondents leads a
team handling complex claims. Newly trained claims adjusters would not have the experience
needed to handle these kinds of claims and are therefore not being placed on this team. The
other hiring manager leads a “fast track” team, which is an ideal team for new claims adjusters.
Alternatives to Additional Claims Adjusters
Since Claims Trust Collections, Inc. does seem to have similar concerns that much of the
previous research has discussed, the information below provides some alternatives to using
claims adjusters in a time of lacking interest and growing turnover.
Drone Technology Use in Claim Investigations
Drones are already being used by some claims adjusting firms to investigate claims, but
they aren’t yet universally used as the technology is still relatively new and evolving. They are a
powerful tool. They can take pictures and transmit those back to an adjuster who is writing a
report. This alleviates safety concerns of field adjusters. (Weber, 2018)
Field adjusters are those that go out in person to investigate damages. The work they do
can be hazardous. They often need to climb heights to view roofs for damage. They may also
need to enter buildings with questionable stability after a fire. Safety is a big concern. Not all
7
A Shortage of Claims Adjusters in the Insurance Industry
adjusters are willing to climb the heights necessary, so drones are a useful resource. (Weber,
2018)
Satellite Imagery Use in Claim Investigations
Satellite imagery is also currently used in claims investigations. It is particularly useful
for areas consumed by wildfires. A satellite image from one day can be compared to a satellite
image from another day to accurately assess what has been consumed in a wildfire. This, like
drones, is a useful tool for protecting the safety of field claims adjusters. In addition, the satellite
images do not require the hiring of additional staff. (Weber, 2018)
Recommendations
In the matter of a lack of awareness in the opportunities available in the insurance
industry, Claim Trust Collection, Inc. should find ways to partner with educational organizations
to market the industry as an interesting and profitable industry with potential for growth. High
schools in areas local to the company’s offices throughout the country would be a good place to
begin to get the word out to young people preparing to enter the workforce.
While there were two hiring managers at Claim Trust Collection, Inc. that did not think
the company has had difficulty hiring enough claims adjusters, four did. The responses of those
four were consistent. While the long-term goal for the company is cleaning up their financial
picture to regain their A- rating with AM Best, perhaps it is time to review compensation
packages to ensure they can attract and retain adequate numbers of claims adjusters. In addition,
some alternative suggestions were made that should be considered to entice those who seek
better work-life balance such as allowing claims adjusters work-from-home options, more casual
dress code, and additional time off.
Claim Trust Collection, Inc. should look at existing staff who have the qualities necessary
to become claims adjusters and focus on their career development, particularly while the nation
is in this period of low unemployment. With the right training, these individuals can become
good claims adjusters. The positions they leave open to become claims adjusters can be more
easily filled by people with qualities that are not suited to become claims adjusters.
As a commercial lines insurance company, Claim Trust Collection, Inc. rarely sends its
own claims adjusters out into the field to assess damages. Instead, they partner with independent
claims adjusting firms who do the field adjusting work for them. This is advantageous because
their insurance policies are written nationwide and the company does not have satellite offices in
every state. The company should look at supplementing this with hiring drone specialty
companies or even hiring a few drone pilots of their own, particularly for when they are
inundated with many wildfire claims at once.
8
A Shortage of Claims Adjusters in the Insurance Industry
Claim Trust Collection, Inc. should investigate every technological avenue to supplement
their short staff of claims adjusters. This would reduce the burdens placed on the claims
adjusters they do have and could potentially lead to better work-life balance for their staff. This,
in turn, would lead to happier, more invested employees and reduce employee turnover.
9
A Shortage of Claims Adjusters in the Insurance Industry
Works Cited
A.M. Best Company, Inc. (n.d.) About A.M. Best Retrieved from http://www.ambest.com/about/
Claim Trust Collection, Inc. (2018, April 19). Claim Trust Collection, Inc. Comments on
Improved A.M. Best Financial Strength Rating Outlook Cision PR Newswire Retrieved
from https://www.prnewswire.com/news-releases/claimtrust-group-inc-comments-onimproved-am-best-financial-strength-rating-outlook-300633391.html
Barlow, C. G. (2018, April). The Rise of CAT Claims. Claims, 66(4), pp. 12-13.
Brazee, L. (2005, October). The Claim Adjuster Crisis. Claims, 53(10), pp. 48-59.
Finance, N. G. (2017). Who has access to financial education in America today? Next
Generation Personal Finance.
indeed.com. (n.d.). Retrieved from
https://www.indeed.com/salaries?from=headercmplink&attributionid=
indeed.com. (n.d.). Retrieved from https://www.indeed.com/jobs?q=claims+adjuster&l=
Josephson, A. (2018, May 15). The Average Salary by Education Level. Retrieved from
smartasset: https://smartasset.com/retirement/the-average-salary-by-education-level
McKinsey & Company, I. (2010). Building a Talent Magnet: How the Property and Casualty
Industry Can Solve Its People Needs. McKinsey & Company, Inc.
Weber, J. (2018, January). Droning On. Best’s Review, 119(1), pp. 66-69.
What We Can Do for You. (n.d.). Retrieved from The Institutes:
https://www.theinstitutes.org/about-us/what-we-can-do-for-you
10
A Shortage of Claims Adjusters in the Insurance Industry
Appendix
Claims Adjuster Shortage Survey Questions
1.
Has Claim Trust Collection, Inc. had difficulty hiring enough claims adjusters?
No
Yes
2.
If you answered “yes” to Question 1, what do you feel is the primary reason there is (or
has been) a shortage in claims adjusters at the company?
3.
If you answered “yes” to Question 1, what factors have made it difficult to hire enough
claims adjusters?
4.
If you answered “yes” to Question 1, what is Claim Trust Collection, Inc. doing to fill the
gaps?
5.
If you answered “yes” to Question 1, do you have other ideas on how the company can
fill the gaps?
11
Increasing Staffing in Medical Laboratories
Prepared for
Doctor Alana Smith
Grant Hospital – Medical Laboratory Department
Prepared by
Robin Student
Columbus State Community College
22 May 2012
i
Increasing Staffing in Medical Laboratories
Table of Contents
Executive Summary…………………………………………………………………………………………………………………..iii
Introduction
Problem…………………………………………………………………………………………………………………….1
Purpose……………………………………………………………………………………………………………………..1
Methods…………………………………………………………………………………………………………………….1
Increasing Staffing in Medical Laboratories
Factors Contributing to the Shortage…………………………………..…………………………………….2
“Baby Boomers”……………………………………………………….……………………………………………….2
High Vacancy Rates and Personnel Turnover………………………………………….………………….2
Decline of Educational Programs…………………………………….…………………………………………3
Reasons for Low Interest in Medical Laboratory Careers
Lack of Awareness……………………………………………………………………………………………………..3
Inadequate Benefits and Opportunities……………………..………………………………………………3
Proposed Methods for Increasing MLT Staffing
Advertising and Promoting the Profession…………………………………………………………………4
Improving Educational Opportunities and Programs…………………………………………………5
Increasing Incentives for Laboratory Employees……………………………………………………….5
Conclusions……………………………………………………………………………………………………………………………….6
Works Cited………………………………………………………………………………………………………………………………7
List of Illustrations
Figure 1‒Graph: Medical Laboratory Vacancy Rates…………………………………………………………………2
Figure 2‒Graph: Comparative Pay Scale: Medical Careers Requiring an Associate’s Degree……..4
Figure 3-Chart: Summary of Problems and Proposed Solutions…………………………………………………6
Appendix
Appendix A
Interview with Sandra Arrighi……………………………………………………………………………………8
Appendix B
Survey Questions………………………………………………………………………………………………………9
ii
Increasing Staffing in Medical Laboratories
Proposal to Research Methods for Increasing Medical Laboratory Staffing
Executive Summary
American hospitals are currently experiencing a shortage of skilled clinical laboratory
workers, and data suggests that the shortage will become more pronounced over the next decade.
Medical laboratory technicians perform a number of services which are crucial to a hospital’s
ability to offer optimal care for its patients. A number of factors are causing the shortage,
including the following items.
•
•
•
•
•
•
Decreased staffing levels as “Baby Boomers” reach retirement age
Increased need for medical testing as “Baby Boomers” age
Loss of laboratory staff to higher-paying, non-hospital jobs
Low enrollment levels in laboratory-related educational programs
Lack of public awareness of the existence and nature of laboratory work
Inadequate benefits and opportunities for laboratory employees
These factors call for a significant increase in laboratory technicians, and thus create
the need to increase the numbers of students entering and completing medical laboratory
technology educational programs. Increasing public awareness of these issues is vital if the
staffing shortage is to be remedied before it becomes catastrophic.
There are a number of possible courses of action our hospital can and should take
which may lead to increased staffing in our medical laboratories. Raising public awareness of the
shortage may result in increased interest in the profession, and this could boost not only
applicants for our lab but also enrollment in medical laboratory educational programs.
iii
Increasing Staffing in Medical Laboratories
Introduction
Laboratory staffing is a crucial factor in a hospital’s ability to deliver the best possible
care for its patients. Without an adequate clinical laboratory staff, hospitals may struggle to
provide expeditious diagnosis and treatment. The current shortage of laboratory technicians is
growing; it is imperative that a solution be found.
Problem
Hospitals nationwide, including our own here at Grant Hospital, are experiencing an
increasing shortage of Medical Laboratory Technicians (MLTs). MLTs perform a number of
services and are essential in providing doctors with the information necessary to diagnose and
treat diseases, infections, and injuries. The shortage is due to a number of factors, including the
following items.
• “Baby Boomers” aging and retiring
• Personnel Turnover
• Decline of Educational Programs
• Lack of Public Awareness
• Inadequate Benefits and Opportunities
The need to increase the number of skilled laboratory workers at Grant implies a need
to increase the number of people receiving degrees in lab-related educational subjects, and thus a
need to raise interest in medical laboratory technology.
Purpose
The purpose of this project is to examine two main factors affecting the lab staffing
shortage: the causes of the increasing demand for laboratory workers and the reasons why people
aren’t entering the field in the numbers necessary to alleviate the shortage. Additionally, some
suggestions will be made in regards to possible ways to increase public awareness of the issue
and potentially attract people to the field.
Methods
The information in this report was gathered from several sources.
• Internet research including salary databases and scholarly medical journals
• Personal interview of Medical Lab Technology Program
• Survey of randomly selected Columbus State Community College students
1
Increasing Staffing in Medical Laboratories
Increasing Staffing in Medical Laboratories
There are multiple factors that contribute to the need for increased staffing in medical
laboratories. The following sections will discuss baby boomers, high turnover rates, and the
decline of educational programs.
“Baby Boomers”
According to clinical laboratory scientist and writer Anita Stone, there are multiple
causes of the current laboratory staffing shortage. In her article Seeking Long-Term Solutions:
Laboratory Staffing Shortages, she cites the “Baby Boomers” as a large “segment of the
population…reaching retirement age” as one such reason (Stone, 2008). These aging employees
constitute “a majority of laboratory personnel” currently working in the field. As the older
generation of laboratory employees retires, the vacancy rates will continue to grow. This factor
contributes to a portion of the demand for laboratory personnel, but is only a part of the larger
issue. In addition, as the population ages, there is an increased need for medical testing to
diagnose and treat illnesses that are more common with advanced age.
High Vacancy Rates and Personnel Turnover
Michael McBride, a writer for DarkDaily.com (a clinical laboratory news website)
reported on a nationwide survey of MLTs. He found that medical laboratories often spend as
long as a year attempting to fill vacant positions, especially those related to blood banking. The
areas of medical laboratory work with the highest vacancy rates are shown below (Fig. 1). Of
these areas, immunology has the highest percentage of “Baby Boomers” expected to retire before
2017 (McBride, 2011).
Figure 1 – Medical Laboratory Vacancy Rates
Percent Vacant Positions
Medical Laboratory Vacancy Rates
11.60%
12.00%
10.00%
8.00%
6.00%
4.00%
2.00%
0.00%
9.81%
8.62%
5.56%
5.14%
Vacancy Rates By Department
Source: The Dark Intelligence Group, Inc. (McBride, 2011)
2
Increasing Staffing in Medical Laboratories
Several other major factors present an obstacle to maintaining adequate staffing levels
in hospital laboratories. According to the American Society for Clinical Pathology (ASCP), one
of the main causes of the shortage is increasing personnel turnover rates (American Society for
Clinical Pathology, 2004). The growing turnover rate is largely due to technicians being “lured
away from careers in laboratory medicine by higher salaries in other allied health careers or
research medicine” (American Society for Clinical Pathology, 2004).
Decline of Educational Programs
The ASCP says that the demand for MLTs is continuing to grow; the U.S. Department
of Labor estimates that “approximately 13,800 medical laboratory professionals will be needed
each year…to fill vacant laboratory positions”, but fewer than 4,000 students per year are
currently graduating from MLT programs (American Society for Clinical Pathology, 2004).
Although the U.S. population has grown by more than 20% since 1980, there has been a 30%
decline in the numbers of graduating laboratory practitioners in that same span of time
(American Society for Clinical Pathology, 2004)
Reasons for Low Interest in Medical Laboratory Careers
Lacking awareness of the field and inadequate benefits or opportunities are two of the
main factors leading to low interest in Medical Laboratory Technology careers.
Lack of Awareness
According to the Medical Laboratory Technology Program Director and Coordinator
for Columbus State Community College (CSCC), Sandra Arrighi, “there are many people who
have no idea what a laboratory technician does or the training that it requires to become a lab
tech” (Arrighi, 2012).
An MLT Awareness Survey of 25 randomly selected CSCC students revealed that
64% of them had never heard of the MLT program. Enrollment in MLT education is low largely
due to a simple lack of public awareness.
Inadequate Benefits and Opportunities
Sandra Arrighi also mentions salary as a factor preventing people from pursuing MLT
careers: she cites “technical difficulty (and) complexity combined with a pay scale that…does
not match up to the responsibility of the position” (Arrighi, 2012). Data collected from
salary.com indicates that many other careers requiring only an associate’s degree offer better
salaries.
Participants in the MLT Awareness Survey identified “salary” and “nature of the
work” as the aspects of a career which most strongly influence their educational choices Dental
3
Increasing Staffing in Medical Laboratories
hygienists, massage therapists, physical therapy assistants and certified respiratory therapists can
all expect a higher median salary than a medical laboratory technician (salary.com, 2012). Figure
2 shows a comparison of the median salaries in Columbus, OH, for each of these careers.
Figure 2 – Comparative Pay Scale
Comparative Pay Scale
Medical Careers Requiring an Associate’s Degree
$70,000
$61,229
$60,000
$49,547
$50,000
$46,235
$42,642
$41,743
$40,000
$30,000
Median Annual Salary
$20,000
$10,000
$0
Dental
Hygienist
Certified
Respiratory
Therapist
Physical
Therapist
Assistant
Massage
Therapist
Medical
Laboratory
Technician
Source: Salary.com, US Salary Wizard, 2012.
Proposed Methods for Increasing MLT Staffing
The following information provides recommendations on increasing Medical
Laboratory Technology staffing that Grant Hospital and other institutions could implement.
Specifically, advertisement of the profession, improving educational programs, and increasing
employee incentives will hopefully bring more quality professionals to the field.
Advertising and Promoting the Profession
The laboratory shortage has existed and grown over the past few decades, and many in
the field are predicting that it will reach crisis levels in the next ten years. The public must be
informed of the issue if interest (and thus participation) in Medical Laboratory Technology
educational programs is to increase.
Sandra Arrighi suggests that “news coverage would be an excellent way to expose the
potential problem as well as promoting the profession” (Arrighi, 2012). Seventy-two percent of
survey participants said they would be more likely to consider Medical Laboratory Technology
as a career choice once they were made aware of the staffing shortage and the increased
availability of positions within the field.
4
Increasing Staffing in Medical Laboratories
In the MLT Awareness Survey, 80% of those surveyed identified internet advertising
as the medium most likely to reach them. An internet-based advertising campaign which focused
on salary potential and the nature of laboratory work might be effective in increasing both
general awareness and program enrollment.
Improving Educational Opportunities and Programs
A cooperative program that involved professionals in multiple areas of healthcare
delivery and education could increase interest in MLT careers. This would also offer more
immediate benefits to its participants, such as income and health coverage that they may not
otherwise have. In Seeking Long-Term Solutions: Laboratory Staffing Shortages, Stone (2003)
suggests a partnership between schools, hospitals, and healthcare organizations.
Requiring participation in education/mentor programs as a part of Grant Hospital’s
accreditation would encourage Healthcare Corporations to endow education and become a proactive part of the process to alleviate staffing shortages. Hospital education programs might be
developed that provide education expenses in exchange for term employment agreements (Stone,
2003).
Implementing such a program would be costly and time consuming initially, but the longterm benefits to the system could eventually offset the cost. Grant Hospital could spend less time
and money in recruitment and training with a partnership in place.
Increasing Incentives for Laboratory Employees
Stone also discusses the disparity between the difficulty of a medical laboratory career
and the benefits associated with it. If the medical laboratory staffing shortage is to be corrected,
the pay scale and advancement opportunities available to MLTs must be “brought to a level that
equilibrates the rewards with the demands and challenges of the profession” (Stone, 2003). She
notes that most medical laboratory technicians will work “without the opportunity to advance
their careers or salaries (beyond minimal cost-of-living increases) unless they move out of the
laboratory environment” (Stone, 2003).
Offering such benefits as competitive wages, additional healthcare options, and increased
educational opportunities to MLTs may also increase interest in not only Grant Hospital, but also
the field overall. Stone suggests that improving retirement benefits is also necessary:
“Professionals who spend their careers caring for the health of others deserve to have their own
healthcare provided for when employment comes to a close” (Stone, 2003).
Conclusions
The medical laboratory staffing shortage developed over a span of decades; while it has
not yet reached the point of crisis, swift action is critical. The following table (Fig.3) shows each
factor contributing to the shortage alongside a prospective solution.
5
Increasing Staffing in Medical Laboratories
Figure 3 – Problem/Solution Table for MLT field
Problem
Staff approaching retirement age
Personnel turnover
Potential Solution
Attract young people to work in the field
Increase incentives to match levels of rewards
with demands of the job
Partnership between hospitals, schools and
healthcare organizations
News coverage and advertising
Offer retirement benefits and assistance for
continued education
Decline of educational programs
Lack of awareness
Inadequate benefits/ opportunities
None of these suggestions is a panacea, but if applied in tandem, the potential certainly
exists to alleviate‒ and perhaps eradicate‒ the current shortage. Over time, these changes to the
system could prevent the issue from recurring and hopefully will make not only Grant Hospital a
desirable place to work, but also Medical Laboratory Technician a more popular career choice.
**NOTE: you should have at least 5 full single-spaced pages of content in your body
6
Increasing Staffing in Medical Laboratories
Works Cited
American Society for Clinical Pathology. “The Medical Laboratory Personnel Shortage”. The
American Society for Clinical Pathology. April 2004. Web. 23 April 2012.
Arrighi, Sandra. Medical Laboratory Technology Program Director and Coordinator, Columbus
State Community College.Personal interview. 30 April 2012.
McBride, Michael. “Vacancy Rates for MTs and Technical Staff in Medical Laboratories Continue
to Climb”. Dark Daily: Clinical Laboratory and Pathology News and Trends. 25 April 2011.
Web. 23 April 2012.
Stone, Anita. “Seeking Long-Term Solutions: Laboratory Staffing Shortages”. The Science
Advisory Board. 22 December 2003. Web. 23 April 2012
Survey: “Medical Laboratory Technology (MLT) Awareness”. 5 May 2012.
U.S. Salary Wizard. Salary.com. 1 May 2012. Web. 5 May 2012.
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Increasing Staffing in Medical Laboratories
Appendix A
Interview with Sandra Arrighi
1. Please state your full name and title.
Sandra Arrighi, M.Ed. CLS (ASCP)CMSBB. My CSCC Title is Medical Laboratory Technology
Program Director and Coordinator.
2. How long have you been involved in Medical Laboratory Technology?
Since 1975…that would make a total of 37 years!
3. What do you consider to be the most challenging aspect of the job? The most
rewarding?
Most Challenging: Developing course material to suit all learning styles. Most
Rewarding: Graduation Day!! CSCC MLT students juggle family, jobs and school yet they
stay focused and are dedicated to their studies.
4. In your opinion, why is it difficult to attract people to the Medical Laboratory field?
Two reasons come to mind: Technical difficulty/complexity combined with a pay scale
that in my opinion does not match up to the responsibility of the position.
5. What do you wish people knew about a career in Medical Laboratory Technology (that
might encourage them to pursue it)?
Medical Laboratory Technicians provide a service to their community. Individuals who
care about their community, enjoy science, and love the idea of lifetime of learning
might be interested in pursuing this career.
6. Which of the following options would you consider best suited to attracting more people
to a career in Medical Laboratory Technology: advertising the program as offered at
CSCC, or news coverage of the current staffing shortage? Why?
There are many people who have no idea what a laboratory technician does or the
training that it requires to become a lab tech. Because of that, we will soon have a work
shortage crisis. News coverage would be an excellent way to expose the potential
problem as well as promoting the profession.
7. What advice would you offer a student considering a career in Medical Laboratory
Technology?
In addition to working hard and staying focused in your courses, demonstrate desirable
professional behaviors at all times (inside and outside of the classroom). Strive to
communicate effectively, show interest in your work, and be punctual, flexible and
persistent. It is also important to have a high moral character and have good judgment.
These qualities along with being skilled will surely result in success!
8
Increasing Staffing in Medical Laboratories
Appendix B
Medical Laboratory Awareness Survey Questions
1. Have you heard of Columbus State’s Medical Laboratory Technology (MLT) program?
•Yes
•No
If yes, how did you hear of it?
2. What aspects of a job are you most influenced by? (Circle all that apply)
•Salary
•Years of education required
•Nature of the work
•Personal interest in the work
•Benefits to community (helping others)
3. Which of the following methods of advertising reaches you most often? (Circle all that apply)
•Television advertising
•Internet advertising
•Billboards
•Other (specify)
4. If Columbus State’s MLT program had a social media page (Facebook, Twitter, etc.) providing
information and networking opportunities, would you check it out?
•Yes
•No
5. There is a growing shortage of staff in medical laboratories nationwide, which means that there
are numerous job opportunities in the field. Knowing this, would you be more likely to consider
Medical Laboratory Technology as a career choice?
•Yes
•No
9
Research problem is a statement about an area of accounting, a condition to be
improved, a difficulty to be eliminated, or a troubling question that exists in
scholarly literature, in theory, or in practice that points to the need for meaningful
understanding and deliberate investigation.
That’s because research questions are more than handy tools. They are essential to the
research process.By defining exactly what the researcher is trying to find out, these
questions influence most of the rest of the steps taken to conduct the research. For
instance, if you’re seeking information about an accounting problem in order to learn
whether you have anything to worry about, research questions will make it possible for
you to more effectively decide whether seek help for accounting method or priciples to
findout it .
The objectives of accoounting research in a study provide a clear direction. As soon as
the researcher defines the objectives, the scope is defined. On the basis of the
objectives, further processes are carried out including primary and secondary data
collection, data analysis, drawing interpretation and conclusion of the research.
Objectives help to avoid any diversion from the topic.Research objectives minimize
wastage of resources.Objectives ease the understanding of the research by the target
audience
Relationship between strategic prioritiesof accounting techniques and management
accounting empirical research using a … based techniques facilitate evaluating the
costs and benefits associated with developing close business relationships with
suppliers.
The theoretical framework is the structure that can hold or support a
theory of a research study. The theoretical framework introduces and describes
the theory that explains why the research problem under study exists.The
theoretical framework must demonstrate an understanding of theories and
concepts that are relevant to the topic of your research paper and that relate to
the broader areas of knowledge being considered.A theoretical framework is
used to limit the scope of the relevant data by focusing on specific variables and
defining the specific viewpoint [framework] that the researcher will take in
analyzing and interpreting the data to be gathered.
The Levels of APA Style
Empirical research reports, in particular, have several distinct sections that always
appear in the same order:
•
•
•
•
•
•
•
Title page. Presents the article title and author names and affiliations.
Abstract. Summarizes the research.
Introduction. Describes previous research and the rationale for the current
study.
Method. Describes how the study was conducted.
Results. Describes the results of the study.
Discussion. Summarizes the study and discusses its implications.
References. Lists the references cited throughout the article.
The common error to avoid APA Style of article:
Error type
Example
1. Use of numbers Failing to use numerals for 10 and above
Failing to hyphenate compound adjectives that precede a noun
2. Hyphenation
(e.g., “role playing technique” should be “role-playing technique”)
3. Use of et al.
Failing to use it after a reference is cited for the first time
4. Headings
Not capitalizing headings correctly
5. Use of since
Using since to mean because
6. Tables and
Not formatting them in APA style; repeating information that is
figures
already given in the text
Failing to use a comma before and or or in a series of three or more
7. Use of commas
elements
8. Use of
Failing to spell out a term completely before introducing an
abbreviations
abbreviation for it
9. Spacing
Not consistently double-spacing between lines
10. Use of “&” in
Using & in the text or and in parentheses
references
A research problem is a specific issue, difficulty, contradiction, or gap in knowledge that
you will aim to address in your research.Without a well-defined research problem, you
are likely to end up with an unfocused and unmanageable project.Whether you’re
planning your thesis, starting a research paper or writing a research proposal, the
research problem is the first step towards knowing exactly what you’ll do and why.
A Research Design is a methodical, well-organized procedure utilized by a researcher,
or a scientist to carry out a scientific study.The research design is required to follow a
pre-planned, well-thought-out methodology, in agreement with the pre-selected
research type, in order to come up with an error-free, authentic conclusion
Types of Research Design
There are four major types of research designs, which include:
•
Explanatory Research
This sort of research design explains the subject of the research and thereby answers
what, why, and how.
•
Exploratory Research
This sort of research explores the subject matter and answers what and how.
•
Evaluation Research
This sort of research determines the productivity of the subject matter, or a program and
is, therefore, quite extensive.
The Types of Evaluation Research are
1. Quantitative Research: A Quantitative Research analyzes variable relationships
in terms of numbers and statistical strategies to review findings, and is generally
divided into four main types, namely
The Types of Quantitative Research are:
•
•
•
•
Descriptive Design :This sort of design describes the present status of a
phenomenon, or a variable, and does not require any hypothesis for initiation: It
is developed only after the data is collected. For instance; case-study, naturalistic
observation, surveys, etc.
Correlational Design:This sort of design utilizes statistical analysis in order to
determine whether two variables are related or not e.g., case-control study,
observational study.
Quasi-Experimental Design:This sort of design resembles a true experimental
design, and is utilized when a standard research design is not applicable,
however; it is not based upon randomized sample groups.
Experimental Design:This sort of design determines cause and effect
relationships among various variables in such a way that the independent
variable is changed in order to observe its effect on the dependent variable e.g.,
experiment with random assignment.
2 Qualitative Research – A Quantitative Research is known as exploratory research
since it is utilized to explore the answers to ‘what’ and ‘how’ rather than just predicting
the results of research and it may share certain features with the research, such as:
•
•
•
•
A central question that states the objective, or the problem;
Has a pre-set procedure or sequence in order to answer research questions;
Reviews the generated data;
The collection and analysis of data are done in order to draw conclusions.
Data collection is defined as the procedure of collecting, measuring and
analyzing accurate insights for research using standard validated techniques. A
researcher can evaluate their hypothesis on the basis of collected data. In most
cases, data collection is the primary and most important step for research, irrespective
of the field of research. The approach of data collection is different for different fields of
study, depending on the required information.Data collection is an important aspect of
research. Let’s consider an example of a mobile manufacturer, company X, which is
launching a new product variant. To conduct research about features, price range,
target market, competitor analysis etc. data has to be collected from appropriate
sources.
Most common problems in related to data collection are:
•
•
•
•
•
•
Interviewers lack knowledge or skills
Information is incomplete or inaccurate
Questionnaires or checklists neglect key issues
Interviewers and informants are biased
Interviewers and informants become bored
Informants experience assessment fatigue