Transforming HR into a True Business Partner


Barnes-Jewish Hospital, consistently ranked as one of the top medical centers in the U.S., relies on its Human Resources Department to provide a strategic approach to the support and development of the Hospital’s most important asset … its staff and management.  For years the HR Department of the Hospital had operated under a traditional HR Generalist Model, where HR representatives are reactive, transactional and entrenched in a camp in which their primary focus is HR programs and policies. As part of its ongoing commitment to continuously improve patient care, the Hospital turned to Pretium Solutions to facilitate an important structural transformation of the HR Department from the HR Generalist Model to the more proactive and effective Business Partner Model.  As a true business partner, the role of an HR representative focuses on the value proposition of his or her client departments.  Each representative must strategize with department leaders to discern the best ways to engage employees to achieve maximum value to their departments. Pretium worked with the VP of Organizational Effectiveness to lead the HR Department through this transformation.  We spearheaded an initiative with a series of interactive workshops and one-on-one coaching meetings to equip the HR team with the skills they needed to successfully complete this transition. Pretium’s leadership and management workshops focused on helping the HR team understand how their department managers think, what is important to those managers and how HR representatives could change the managers’ view of the HR representative from a functional expert to a true value-added partner who can earn a position of trust and confidence with vice presidents, directors and managers. Collaborating closely with the HR team and its leaders and applying the right mixture of hands-on facilitation and consultative guidance, Pretium helped the HR department members embrace and effectively move into their new roles.  The departments were thrilled with the HR team’s new active role and responsibility, and the HR team now actively participates in and assists each department meet its goals.  By improving Barnes-Jewish Hospital’s organizational effectiveness, Pretium helped the Hospital achieve one its important strategic goals.  Based on the success of this structural transformation and the value it created, Pretium worked with the Hospital to custom-design and implement a similar program for the Hospital’s Talent Acquisition team to achieve similar results.


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About Jack Dempsey

Jack Dempsey, CEO, heads Pretium Solutions’ Customer Experience & Sales Area focusing on Customer Loyalty, Brand Loyalty and Customer Retention Strategies. He directs Pretium’s revolutionary customer loyalty program, the Golden Touchpoint™. Pretium Solutions is a premier provider of cutting-edge, sustainable and globally-recognized customer experience management solutions and customer service, call center and sales training, consulting and leadership programs. Pretium shows companies how to create, build and maintain customer loyalty, the most important measure of a company’s success with its customers and the most profitable customer service outcome.

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