For this week, Susan revisits one of her favorite episodes from 2024, with some additional insights and context here in the blog below.
The compliance officer is one of the most important positions within a healthcare organization, but also one of the most challenging. You’re expected to be a teacher, a coach, a project manager, a good listener, and a role model. As the “face” of the organization’s compliance program, compliance officers must develop positive working relationships with their co-workers. The goal isn’t for everyone to like you, but for everyone to respect you, perceive that compliance processes are fair and impartial, and trust you to handle compliance issues appropriately. That type of trust and respect isn’t given automatically – it’s earned over time and requires you to engage frequently and consistently with others.
While the job of a compliance officer necessarily involves identifying and addressing non-compliance, the approach makes all the difference in how effective your compliance program will be. On the podcast this week, we discuss the importance of being viewed internally as an ally rather than an adversary.
Why approach matters
Compliance officers can’t be everywhere at once. They rely on staff to report issues and ask questions. But this only happens if employees feel safe doing so. If the compliance officer is viewed as a “handcuffer” rather than a “helper,” they risk being shut out of the very issues they’re meant to oversee.
How to be a “Problem Solver”
To build trust and position themselves as a partner rather than an enforcer, compliance officers should:
- Be approachable: Develop relationships with staff, engage with them regularly, and avoid being a remote, unseen authority.
- Brand the compliance program as a resource: During trainings and communications, emphasize how compliance helps employees succeed rather than just focusing on rules and penalties.
- Collaborate on audits: Instead of springing surprise audits, involve leadership early, explain the rationale, and co-develop audit plans. Transparency builds buy-in.
- Communicate clearly and respectfully: Especially in sensitive situations, explain the goals of investigations and emphasize openness and fairness.
Final takeaway
Your ultimate goal as a compliance officer is to make people want to come to you with compliance questions and problems. That starts with how you present yourself and your program. Trust, collaboration, and communication help make a compliance program more effective.
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