Leadership Perspectives - The Critical Role of Non-Clinical Leadership in Healthcare Excellence

We're excited to continue our leadership series with a compelling contribution from Kevin Stranberg of Stranberg and Associates. In this insightful piece, Kevin illuminates the often-overlooked yet essential role that non-clinical leadership plays in creating exceptional healthcare experiences. Building upon the shared governance principles explored in Jess Nuutinen's previous article, Kevin expertly demonstrates how non-clinical departments form crucial pillars in a healthcare organization's cultural foundation. His holistic perspective reminds us that exceptional patient care depends on every team member—from registration to housekeeping—working in concert toward a common mission. Kevin's thoughtful analysis of empowerment, collaboration, and accountability across departmental boundaries reflects his deep understanding of healthcare systems and organizational dynamics. We're confident his wisdom will provide valuable insights for leaders throughout your organization, regardless of their clinical or non-clinical roles.

Strong leadership in non-clinical departments of the healthcare system is essential to overall success.  Although most clinical departments generally have limited direct contact with patients, their efforts are important components of the overall culture of the organization.  Time and time again when patients are asked the question “did staff work together to care for you?” they include everyone they have come in contact with during their visit – registration, housekeeping, nutrition, patient financial to name a few.  As a leader of non-clinical staff, the focus of the work needs to be clear and important to every staff.  This focus centers on many of the same priorities listed by Jessica Nuutinen in the previous leadership article on Shared Governance – Empowering Healthcare Teams Through Collaborative Leadership for clinical staff leadership.  The approach may be slightly different but the priorities remain the same:

 1.      Empower staff

It is essential for every team member in the healthcare system to embrace the organization’s mission, vision and values.  It is a different calling than working in an organization or business because healthcare has a product that is totally disconnected from human health and wellness. Even the name of the industry calls people to strive for health by fundamentally caring for people.

2.      Support patient satisfaction

Although non-clinical staff may have limited encounters with patients, their attitude and support of clinical staff can make the entire culture thrive, or visa versa, create an atmosphere that is less than encouraging.  Culture comes down to each and every person knowing how to provide support to their co-workers, as well as anyone who enters the organization for assistance.  A strong culture is based in sincere engagement of staff resulting in consistently high patient satisfaction. 

3.      Foster collaboration

Having all leaders, clinical and non-clinical, working together gives a well-rounded approach to the day-to-day work.  A shared governance approach requires working together in an atmosphere of mutual respect.  While advancing clinical practice, broad discussions from both clinical and non-clinical leaders provide a 360 degree view in problem solving.

4.      Boost retention and satisfaction

Research reveals it is significantly less expensive to keep good staff than recruit and train new people.  In addition, supporting high performing staff, clinical and non-clinical alike, builds a strong sense of community and commitment to working together resulting in a highly functioning team.

5.      Drive innovation

Seeking input from non-clinical leaders and staff supports an atmosphere of trust. Trust is the primary attribute of a high functioning team that believes in positive employee engagement.  Leaders who listen with an open mind allow staff to grow professionally and contribute to an atmosphere of inclusion for every staff in every department, regardless of title.

6.      Ensure accountability

As in all parts of leadership, holding people accountable for their actions promotes a sense of fairness and transparency.  A key piece to holding staff accountable is also holding every leader accountable for their own actions.

Ultimately leadership in healthcare comes down to promoting one great experience for patients supported by one great team, regardless of their department or their position. Non-clinical leaders working in collaboration with clinical workers creates a real connection to mission and a true sense of caring for others.