Creating a Low-Turnover Culture by Investing in People

BY Carrie Snider | December 17, 2024

No industry has seen the level of shift in the post-pandemic era than healthcare. During a fireside chat at From Day One’s Brooklyn conference, Maxine Carrington, senior vice president and chief people officer at Northwell Health, shared insights into how her organization is tackling these challenges by investing in people. Interviewed by Emily Stewart of Business Insider, Carrington spoke about navigating workforce needs, addressing affordability barriers, and embracing technology to foster a supportive and low-turnover culture.

Post-Pandemic Challenges

Managing a workforce with diverse needs is challenging. But add onto that a demanding industry like healthcare and an unprecedented event like Covid, it can be particularly hard to navigate. In response, the organization implemented flexible strategies, including creating collaboration spaces for remote workers, accommodating those who had relocated, and addressing pay equity. It’s important to allow for cultural and operational shifts to evolve naturally while mitigating tensions, says Carrington. 

The affordability crisis in New York, particularly in retaining essential healthcare workers, is a top concern, says Carrington. “We believe you can find untapped pools of talent out there. You just have to find them and understand the needs,” she said.

Maxine Carrington, SVP and chief people officer of Northwell Health, left, spoke with Emily Stewart, senior correspondent at Business Insider 

Northwell Health has taken innovative steps to address this issue by offering resources, such as establishing crisis support funds, offering in-house training programs, and opening a thrift store for employees and job candidates to have access to affordable work clothing. These efforts aim to reduce barriers to employment and provide immediate support for those in need. “It’s not just health care,” she added. “It’s police, it’s fire, it’s teachers, any critical service in this region. If you want to keep them here, you have to think about affordability.”

Supporting Workers

While Northwell and other organizations may offer help to its employees, Carrington underscored the need for broader systemic solutions, such as childcare tax credits and housing support, to sustain critical services in the region. To help advocate for change with elected officials, Carrington is drafting an op-ed piece and hopes others can also voice their concerns more widely.

Part of investing in people includes maintaining strong relationships with unions while also respecting the needs of non-union employees. “Today, about 28% of our workforce is union represented. We have over 30 labor contracts, so we are always negotiating,” she said. “We try to look across the entire organization and determine what it looks like to be fair.”

Northwell focuses on educating unions about evolving care models and technology, Carrington added. Recruitment and retention strategies play a central role in guiding decisions, balancing market-specific needs, and avoiding unnecessary conflict.

Embracing AI

Technology is a big part of healthcare, and that includes AI. As some are reluctant to the concept, Carrington said they try to address concerns to help employees embrace it more. “One of the first things is for folks to understand they are interacting with AI every single day. They may not know it, but they already are.” In an already overworked industry, Carrington added that AI can help streamline tasks and potentially relieve stress from workers. 

Northwell Health has introduced tools like a digital HR assistant and an AI governance council, leveraging technology across recruitment, benefits, and clinical areas. The organization’s two-year roadmap for automation focuses on efficiency, ease, and supporting employees through the transition.

Getting the Word Out

Storytelling is central to fostering connection and showcasing their mission, Carrington says. That’s a big part of getting the word out and showcase what they are doing to invest in people. They wanted people to know that their focus isn’t a transaction of ‘if you’re sick, let’s operate on you,’ she said, but a real focus on improving the health of communities.

To do that, Northwell Health has expanded into storytelling with Northwell Studios, producing documentaries and specials Lenox Hill, First Wave, Two Wars, Emergency NYC, One South, and Side by Side. The documentaries serve recruitment, inspire pride, and amplify the healthcare narrative. They also feature initiatives like the Northwell Nurse Choir, which gained national attention through its appearance on America’s Got Talent and a performance at the White House. 

Investing in people is key to creating a culture of low turnover. By removing barriers to training, addressing affordability challenges, and fostering adaptability through technology, Northwell Health is shaping a supportive, future-focused workplace.

Carrie Snider is a Phoenix-based journalist and marketing copywriter.

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