America’s pandemic response has suffered from a well-publicized lack of PPE, of exams, of contact tracers. However 10 months into the worldwide pandemic, with COVID circumstances and hospitalizations reaching staggering new ranges throughout the county, essentially the most dire and difficult-to-address of shortages is barely getting worse—that of the well being care employees wanted to are inclined to sufferers.
As CEO of AMN Healthcare, America’s largest well being care staffing firm, Susan Salka finds herself on each side of this disaster, sending in AMN’s reinforcements to short-staffed services—the corporate has made greater than 50,000 placements this yr—whereas scrambling to discover a provide of prepared well being care employees to fill the remaining gaps.
Salka, a 30-year veteran of the Texas-based firm, which recorded $2.2 billion in income in 2019, spoke with Fortune final week concerning the present state of affairs, the challenges of the pandemic, and the long-term outlook for the well being care workforce. Spoiler alert: COVID vaccines gained’t resolve all the pieces.
This interview has been edited for readability and size.
Fortune: You run the biggest well being care staffing agency within the nation. Are you able to inform us about AMN and its historical past?
Salka: I’ve been lucky to be right here over 30 years and once I began, it was a journey nurse firm. That’s nonetheless the biggest a part of our enterprise. That phase of the trade has grown, however again then it was only a cottage trade. There have been a bunch of small corporations that had been touring nurses across the nation to the place they had been wanted most based mostly on shortages or seasonal wants. We grew to be the biggest journey nurse firm within the trade, however our shoppers had been actually wanting extra from us, and we had been seeing the must be a extra diversified and holistic well being care staffing firm. We both de novo invested in or acquired different well being care disciplines akin to doctor staffing, allied staffing, pharmacists, well being care leaders, billing, coding, income cycle, and so on.
Proper now, most corporations of any dimension in our trade are diversified, however we had been the primary mover to maneuver from being a single service/single product firm right into a multidiscipline, diversified well being care staffing firm. That definitely served us very properly within the trade and additional expanded our management place. In 2010, we launched right into a journey of offering totally different workforce options and know-how options to assist [clients] be extra environment friendly at how they contract their contingent workers and rent and handle their everlasting workers—issues like managed companies applications and scheduling, predictive analytics, after which extra just lately, telehealth choices that create a digital workforce by means of issues like distant language interpretation or distant speech remedy companies to college students in faculties.
I consider our evolution as form of going by means of these essential step modifications in response to the market but in addition in response to the practicality of you possibly can’t have well being care employees all over the place they’re wanted bodily. Wherever you possibly can introduce know-how and telehealth or simply create efficiencies in order that the valuable workers that they’ve is best, that’s what we’re attempting to do.
What are workforce options—is that outsourcing?
Beforehand and nonetheless for some hospitals or techniques, they’ll work with 50 or 100 totally different companies that present contingent workers. A managed companies supplier contract centralizes that perform with an outsourced associate like AMN. We deal with all the procurement and billing and contracting and credentialing for all of the contingent workers. We’ve received huge shoppers like Kaiser and different massive techniques that simply outsource all of their contingent staffing to us—primarily scientific—however we do associate with Randstad for the nonclinical half for what their wants is likely to be. The hospital then has a type of centralized manner of making certain that they’ve received good processes and consistency of the standard of clinicians which might be coming by means of their doorways, even when they’ve a number of settings, which after all, as of late any decent-size system has hospitals, they’ve clinics, they’ve dwelling well being. Their workforce wants are far more numerous than they had been possibly 20 years in the past.
What has enterprise been like throughout the pandemic?
When it began to flare up in March or late February, I don’t suppose anybody anticipated it might be on the ranges that we noticed within the subsequent few months or now. We took all of the precautions you’d count on and transferred our personal company staff to earn a living from home. Just a little over 3,000 company staff moved to distant work, and that truly went pretty seamlessly.
Because the nation shut down, at non-COVID-related well being care settings we noticed an instantaneous decline in all of our companies, aside from nursing and [a few specialties] as a result of there simply weren’t procedures happening, and when you weren’t a affected person associated to COVID, they don’t need you strolling by means of the door for something. We felt that influence, and a few of our enterprise declined as a lot as 20%, 30%, 40%. Nursing spiked up, and a few areas like respiratory therapists and lab techs additionally spiked up a bit, nevertheless it wasn’t sufficient to totally make up for a few of the declines within the different companies.
We noticed that first wave, and it was very concentrated in sure states like New York and Washington and sure areas, after which that shortly fell off, which was, after all, great. We thought it was type of behind us and that we’d have a couple of little hotspots pop up. We had been truly anticipating that our enterprise would then begin to get better within the third quarter slowly, however it might form of return together with volumes coming again into the well being care system. What occurred was that, sure, the amount began to return again in non-acute settings and in additional regular affected person flows, nevertheless it was gradual. On prime of that, after all, the COVID spikes began to emerge throughout the nation. What’s been very totally different between July by means of now versus the primary wave is that the primary wave was very concentrated in a couple of states. Now it’s form of all over the place.
What demand seems like now versus a yr in the past, versus what it regarded like within the March, April, Might time-frame? It’s significantly totally different. And that modifications the dynamic rather a lot. Initially, the sheer numbers are monumental. By way of the variety of open positions that now we have for nurses, they’re roughly 4 occasions the degrees that we noticed throughout the first section of the pandemic. Then it was just about all simply ICU and COVID-related; now it’s that plus simply regular positions that may’t get crammed.
The opposite factor is that it’s regionally all over the place. I believe there’s solely three or 4 states that don’t have demand ranges larger than the prior yr. And in some areas, it’s twice as a lot as prior years. It’s very tough to maneuver that many individuals across the nation that shortly. Our trade is doing an awesome job general, however there’s simply not sufficient clinicians. It’s very tough to make it possible for we’re simply doing all that we will, but in addition realizing that we in our trade can’t probably fill all the roles on the market.
There have been shortages of well being care employees earlier than the pandemic. Why is that?
We had been already feeling the pains of what was anticipated to be the worst scarcity the nation has ever seen for nurses and actually all well being care professionals. It’s pushed by the demand rising for well being care companies due to an growing older inhabitants. But in addition, the provision of pros will not be maintaining with that demand as a result of you could have an growing older scientific workforce as properly. That is a type of issues that when you’re not in well being care, you in all probability wouldn’t notice that the typical age of nurses and physicians goes up.
We don’t have sufficient capability in our faculties and residency applications to convey extra candidates by means of to graduate, so we’re hitting this level the place demand was rising considerably, even pre-pandemic, and the provision of clinicians was beginning to plateau and sooner or later would even be declining with an growing older scientific inhabitants. The shortages had been already very tough. The pandemic accelerated that by a few years as a result of many current nurses [have decided] to not return to the workforce throughout the pandemic, or possibly they simply have to remain dwelling, significantly girls—over 90% of nurses are nonetheless girls—to supervise childcare and on-line training and/or simply not desirous to take the chance of getting uncovered and having to quarantine or worse but, get their household sick. They’re opting to not come again to work. And in reality, a few of the older nurses, say of their fifties, are selecting to retire. The emptiness charges at hospitals proper now’s by means of the roof; they’re the best that a lot of our shoppers have seen in a while as a result of their current nurses are burned out or they’re simply not wanting to return again. As volumes are rising, even when they’re not at full capability—that is the superb factor, most hospitals aren’t at full capability—they is likely to be at 70% or 80% capability, however even with that, their demand for well being care employees is thru the roof.
We’re going to have a lingering impact of this accelerated scarcity for a few years to return. It’s a giant concern of nurse executives and educators that we’ve immediately misplaced some portion of the well being care workforce, nurses specifically, that gained’t be returning. It’s true for physicians, as properly. We had made such nice progress as a rustic in having extra girls going into medication. We had been on the level the place about half the brand new residents coming into the workforce had been girls. Ladies had been working much less hours as a result of they typically had children at dwelling and needed to work a part-time schedule, however this has simply brought about us to take many steps backward when it comes to girls in medication.
Do now we have knowledge but on the numbers leaving the workforce?
I believe it’s too early to know the place it’s going to settle. Actual-time knowledge will not be actually obtainable. What I’m sharing with you is extra anecdotal. It’s why, for instance, our demand for journey nurses is the best that we’ve ever seen traditionally. It’s considerably larger than when the pandemic began. It’s greater than double what our demand was final yr. That, I believe, is an indicator of the severity as a result of, once more, most well being care techniques are saying they’re not full when it comes to volumes, however they simply can’t get the workers. They will’t get their very own workers to return again.
How does journey nursing work?
Most of our clinicians are vacationers. We do native staffing as properly, however more often than not, the native nurses are already working with their native hospitals on a per diem foundation or possibly they’re of their float swimming pools. Our greater enterprise and worth add is to convey clinicians in from outdoors the area, possibly throughout state strains. In the course of the pandemic, one of many constructive issues that has occurred is states have made [regulatory] modifications when it comes to their willingness to simply accept a license from one other state. Most individuals are stunned that licensure remains to be managed at a state stage. There isn’t a nationwide licensure for nurses: When you’re a nurse from Nebraska, and also you wish to go work in Texas, you need to get a brand new license while you go to Texas. There’s a state compact the place they’ll reciprocate and acknowledge elements of their license or training, however you continue to normally must undergo a course of and it takes weeks even when they’re a part of that compact. We would have liked to get the states to place in place new guidelines on a short lived foundation, a minimum of, that will will let you simply actually stroll throughout state strains with out having to undergo a number of weeks of processing. That has helped to maneuver folks round and mobilize them extra shortly.
We now have a whole bunch of 1000’s of clinicians in our database, after which we’re recruiting extra every single day. We now have truly very excessive numbers of latest candidates coming in, however nonetheless, you’ve received to have the fitting job in the fitting place, and a few folks enroll, after which they alter their thoughts or one thing else modifications of their life that causes them to not wish to go. This yr, now we have revamped 50,000 placements, a few of these are duplicate those that possibly took a few assignments, however that provides you context of how many individuals we’re transferring round. We place what we will, however for our managed companies shoppers, we additionally subcontract with different corporations. It’s a part of the worth proposition to the hospital that they don’t must take care of 50 totally different companies: They only take care of us, after which we take care of all the subcontractors. We now have a superb community of affiliate distributors, primarily opponents who’ve subcontracted with us. That makes it extra streamlined for them to have the ability to simply get the orders, recruit the clinicians, get them positioned, and do what they do greatest in getting clinicians the place they’re wanted most. They usually don’t have the shopper aspect of the equation; we had been dealing with that for them. We had numerous assist from our affiliate distributors this yr in ensuring that we’re doing all we will.
What kind of particular person is a journey clinician? Do they have an inclination to have a full-time job?
We’re all the time recruiting for candidates that may wish to work now or down the highway. Typically they wish to work only one task. Typically they wish to make it a full-time profession of transferring round and taking three-month assignments in numerous areas. Somebody might have signed up with us two years in the past and by no means traveled and took a job with us for some cause, nevertheless it doesn’t imply that they aren’t nonetheless a viable candidate. Most of them have some form of full-time job.
In the event that they’re signing up for a journey job, they’re both leaving a everlasting job or they’re already touring with one other group. In a couple of circumstances, they could have been retired and determined they wish to soar again into the workforce. A number of the those that now we have working now are what we name lapsed vacationers, the place they took an task with us beforehand, let’s say two or three years in the past, and possibly they went right into a everlasting job, and now they’ve determined they wish to take a journey task once more. We’re all the time re-recruiting folks to some extent. You will have your brand-new, by no means traveled with us earlier than, then you could have your lapsed vacationers, after which you could have those that form of make a profession out of this.
Can you meet demand? What does that imply for the well being care system? How unhealthy is the state of affairs?
We are able to’t meet all the demand—it’s not simply us, however as an trade. I don’t suppose each job is getting crammed. We do higher, I believe, one of the best inside the trade. We now have that dedication to our shoppers—one of many issues about being a managed service supplier is we make ensures round our fill charges and the way a lot of the demand we expect that we will meet and fill. That’s very challenged proper now. We really feel fairly assured now we have larger fill charges than our opponents, however for those who go unfilled, it relies on the place—both the hospital has to take the sufferers and unfold them over fewer nurses, which isn’t perfect as a result of sooner or later that simply burns out the nurses that rather more, or a hospital can have sufferers transferred to a different facility in the event that they don’t have correct staffing.
Simply anecdotally, I used to be having dinner with a buddy who’s a surgeon right here in Dallas, and he was speaking a couple of affected person he needed to do eye surgical procedure on, they usually needed to name eight totally different hospitals earlier than they may discover a place the place that they had room not as a result of a mattress wasn’t obtainable—however as a result of they didn’t have workers to have the ability to open the mattress. You’ll be able to have a mattress, and you may have gear, however when you don’t have sufficient workers, then you need to route that affected person to a different facility.
Are you stunned by how this has performed out and simply how dire the staffing state of affairs has change into?
I may have by no means foreseen the pandemic and the way extreme it might be and all of the havoc it might wreak inside the well being care system. Nonetheless, it’s not stunning to me that the scarcity is as extreme as it’s, understanding what we find out about how unhealthy the scarcity already was. Nurses specifically are these frontline well being care heroes which might be actually put within the line of fireside, as you may say, of the pandemic. And so, the burnout that’s creating and the stress that that’s creating on the workforce, I’m not stunned that it’s creating such a extreme scarcity. It’s not going to finish in a single day.
We simply truly had a dialogue with a few massive well being care system leaders who’re liable for their staffing. They had been requested the query concerning the vaccine and whether or not that may create some rapid aid for the workforce. They mentioned no, they don’t consider it would, as a result of their current nurses who may get the vaccine are burned out, and they should give them a while to recuperate. Not each clinician will wish to come again. They suppose that this scarcity setting will final properly past 2021. And to some extent, there will probably be a everlasting lack of the workforce.
Do you agree with that view?
I agree. I’ve heard this from different well being care executives and leaders. Clearly, [COVID vaccines] are going to be extremely useful, however so far as the scientific workforce, it’s not going to be a fast repair to all the underlying points.
At AMN, and I personally really feel this fashion, we really feel as if we’ve skilled our entire careers for this second. We simply by no means knew it might come and, after all, wished it hadn’t. However the issues that we’re doing now to assist throughout the pandemic are the issues that we’ve been coaching and bettering and doing properly for a lot of, a few years, and now’s when it issues most. We really feel honored to have the ability to do our half. We’re serving to get these clinicians to the place they’re so desperately wanted most, supporting them in each manner that we will. Our work issues extra now than it ever has earlier than. And I can say that, with over 30 years on this enterprise, that is a very powerful yr for this firm.
We’ve heard a lot of tales of well being care employees struggling to get enough PPE and exams once they want them. What have you ever noticed along with your workforce? Is it the hospital’s accountability, or AMN’s, to care for these wants?
Relating to PPE, it truly is the hospital’s main accountability. After all, we’re speaking with them to make it possible for if there’s something that we will do to be useful, we’re doing that. However hospitals normally wish to and, the truth is, insist on offering their very own PPE. They could have explicit varieties of gear that they need folks to make use of; they don’t essentially need clinicians to all the time be bringing in their very own PPE. So we’re usually simply attempting to be in a supportive place. Clearly, if we will be useful in getting them PPE—we’ve despatched masks and robes and goggles to shoppers attempting to verify they’ve what they want. We’ve despatched some gadgets to our clinicians instantly, as properly. However the main accountability actually does reside with the power to make it possible for their employees have the suitable PPE.
We do talk with our clinicians on conditions once they might need been uncovered, and they should get examined. We now have a scientific care group that interfaces with them, and now we have our personal nurses on workers at a company stage that then change into a care group to speak with these clinicians about what they should do to quarantine, to get examined, getting them the assets they want shortly, but in addition offering emotional help, and if wanted, referring them to mental-health professionals. It may be a very irritating time for clinicians as they’re quarantining they usually’re nervous about their very own well being, however they’re additionally desirous to be on the hospital caring for sufferers. There’s a reasonably large community of mental-health assets that we’ve created to attempt to make sure that our nurses and clinicians are getting the help they want. For nurses which might be on that entrance line, a lot of them have referred to having primarily PTSD, and we wish to make it possible for we’re giving them the assets to get by means of the state of affairs, however then even afterward, that we’re being supportive.
You’ve spoken about varied challenges. What points are you most involved with now?
First is ensuring that we’re supporting our clinicians, and for that matter, all clinicians out within the discipline to make sure that they will do their greatest work and that we’re doing all the pieces we will to get them there shortly, effectively. It contains easy issues like expressing gratitude and appreciation for them at each flip. Second, we’re very centered on our personal company group members as properly. Whereas they’re not on the entrance strains, it’s nonetheless very irritating, and numerous hours and numerous emotional toll that will get taken by means of the work that we do as a result of we so desperately wish to get each job crammed and each clinician to the place they’re wanted. We’re supporting clinicians which might be in tough conditions themselves.
We find yourself being the associate—when you’re a recruiter, you’re on that journey proper alongside along with your clinician. We’re ensuring that we’re supporting our personal company group members: find out how to deal with psychological well being at work throughout the pandemic. We’re very aware of that, and all of our group members are nonetheless working remotely, which they wish to be, and we’re supportive of that, however now we have to make it possible for our leaders are studying find out how to lead in a distant setting. We’re very pleased with the tradition at AMN. It’s been considered one of our strengths and, I believe, a giant a part of our success. And now that tradition is distant. So how will we make sure that all of our group members really feel appreciated, supported, and have entry to the assets that they want? I believe we’re doing very properly, however we’re going to be on this for fairly a while. We’ve made the choice not to return to places of work till a minimum of July of subsequent yr, apart from possibly a pilot—I fairly truthfully suppose it’s going to be longer than that. We’re going to be feeling the challenges of the pandemic far previous the summer season.
Extra health care and Big Pharma coverage from Fortune:
- A depleted workforce and no finish in sight: An inside look at America’s ailing health care industry
- Getting to the COVID-19 finish line: A drama in three acts
- The science behind the leading COVID vaccines will result in sooner manufacturing
- How China’s COVID-19 vaccines could fill the gaps left by Pfizer, Moderna, AstraZeneca
- Who gets first dibs on a COVID-19 vaccine? The U.Ok.’s historic rollout reveals who will get priority