Performance Expectations

One of our guiding values is: "That which we do not measure will kick us in the a@#." As cheesy as it sounds, I believe it.

Data shows us our successes and failures.

It illuminates our biggest opportunities and largest threats.

It squashes our magical thinking and replaces it with visible levers we can pull on in an attempt to control outcomes.

Data greatly lowers the need for luck, trial and error, and crossed fingers.

At Clarity we know that feedback is what makes us better. We normalize feedback- giving and receiving.

Everyone at Clarity has KPIs- admin, billing, leadership- everyone.

Retention

Golden KPI

Documentation

Engagement

Key Performance Indicators

KPI #1: Retention

>70% of intakes attend 7+ sessions = Makes you an absolute rockstar that I will bend over backwards to celebrate, promote, and reward.

61% - 69% = makes you a valuable addition to our team who is contributing to diverging lines.

> 50%+ = permission to play

Retention is your Golden KPI, it is the most important part of your job. It's also the most direct way you affect our bottom line and our sustainability. It costs the business approximately $100 in marketing and business expenses for every new client appointment and break even occurs at 4 sessions. Retaining clients and having good utilization is taking care of our collective livelihood, our clients, our jobs, and our reputation. It also is doing more with less which means more resources and opportunities for YOU.

Retention is simply the measure of are client's coming back? We all know that at the end of the day clients have to come back to get better. 30% is for clients who need a referral, clients who aren't ready for therapy, or clients are good fit, etc.

Tracking Retention is the best way to find out where we stand. If retention needs work, then we look at "feeder KPI's" -factors that impact retention KPI. Like, the percentage of appointments in which you offer a follow-up appointments, first appointment structure, scheduling habits, client education, etc.

Retention is the fastest way for us understand whether or not all our efforts in acquiring clients, verifying benefits, filing claims, etc., are going to a clinician who is taking care of the business.

Intakes are prioritized to new Clinicians and clinicians meeting KPIs. Clinicians not meeting KPIs are De-prioritized. Because if there is difficulty meeting expectation for basic job performance (KPIs), more is never the answer.

KPI #2: Documentation

Timely and Payable Documentation completion takes care of all of us. From best practices to the mitigation of liability we are ever grateful for those who complete timely documentation.
All documentation is due 48 hours from time of appointment.

Documentation Audits - are conducted regularly for all new clinicians to ensure payable documentation requirements are met. Clinicians with passing scores graduate to audits once a year.

KPI #3: Engagement

We don't send emails or call unnecessary meetings

We protect our therapists time.

This KPI is about keeping everyone in the loop = efficiency, alignment, and clarity. We know that good communication starts here.
Please read and 'react' to the #announcements slack channel and the #clarity-clinicians channel, and watch the brief monthly updates, once per day on the days you're working, this is the way you'll stay current on office happenings.

KPI Reviews/ Step Meeting

Your KPI review occurs once a year during the month of your work anniversary. During this meeting, your supervisor will review your performance, including your progress on KPIs, and engage in a collaborative discussion to strategize for continued success.

Additionally, this is when your current step will be evaluated. If you meet the criteria for the year, you will have the opportunity to move up a step. Conversely, if criteria are not met, you may move down a step, but rest assured, your job is not in jeopardy.

The review process includes (but is not limited to) evaluating performance, quality of work, attendance, skills, attitude, compliance with the employee manual, and teamwork/cooperation, using the employee evaluation form. Our goal is to provide every team member with the feedback and support they need to thrive!

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