About the Guest(s):

Chris Cox: Chief Operating Officer (COO) at ATI Physical Therapy, a leading national physical therapy organization. Chris has over 15 years of experience at CVS Health, where he served as Senior Vice President of Pharmacy among other roles. He has a robust background in strategy consulting, operational management, product growth strategies, and P&L management.

Jeff Lackey: Host of the "Growing Your Business with People" podcast, known for his expertise in leveraging human capital for business growth. Jeff has previously worked with companies like CVS Health and Rolls Royce, focusing on strategic HR and recruitment processes.

Episode Summary:

In this engaging episode of "Growing Your Business with People," host Jeff Lackey dives deep into the operational excellence driven by purpose with ATI Physical Therapy’s COO, Chris Cox. The episode kicks off by spotlighting the power of purpose in driving organizational performance, especially in the healthcare industry. Jeff and Chris explore how translating a company’s mission into day-to-day operational goals can galvanize teams, boost employee engagement, and ultimately lead to superior business outcomes.

Chris discusses his extensive experience at CVS Health managing large-scale operations like the Tobacco Removal campaign and the COVID-19 vaccination efforts. He explains how connecting these initiatives to a clear, compelling purpose was pivotal in achieving execution excellence and sustaining employee morale. Transitioning to his current role at ATI Physical Therapy, Chris illustrates how aligning scheduling strategies with patient care objectives ensures faster recovery times and optimizes the clinician's workload. The conversation gravitates towards practical tips for leaders on communicating purpose effectively, leveraging technology, and fostering a culture of genuine care and high expectations.

Key Takeaways:

Connecting Purpose to Performance: The importance of tying work tasks to a larger purpose to make employees want to do their work rather than feel obligated to.

Effective Communication: Utilizing short, clear, and consistent messages through appropriate channels to ensure every employee understands the organizational purpose and their role in it.

Leadership and Accountability: The role of tough but supportive leadership in driving performance, ensuring that high expectations are met while having the team’s back.

Employee Engagement: Strategies for maintaining employee morale, particularly in challenging times, by emphasizing purpose and showing genuine care for their well-being.

Operational Excellence in Healthcare: Real-world examples from CVS and ATI Physical Therapy that highlight how purpose-driven initiatives lead to better patient outcomes and improved organizational performance.

Notable Quotes:

"It's about getting people to want to do something versus feeling like they have to do something." – Chris Cox

"Helping people understand the tie in between their specific work and ultimately that broader purpose is key." – Chris Cox

"Inspect what you expect. You have to make sure that what you expected to get is what you actually got." – Chris Cox

"When you can get people to want to do something, the results are always going to be both better and more sustainable than if they feel like they have to do it." – Chris Cox

"Take care of your people, and they’ll take care of the patient or the customer at the end of the day." – Chris Cox

Resources:

ATI Physical Therapy

Podcast mention of past guest Sharon, CEO of ATI Physical Therapy

Book: "Never Split the Difference" by Chris Voss (referenced indirectly)

Stay tuned to "Growing Your Business with People" for more insightful conversations on leveraging human capital to drive business growth. Listen to this episode in full to uncover strategies for making purpose the cornerstone of your operational success.