Comprehensive Approach to Risk Management

With over a decade of experience in the risk management industry, Frank Korn currently holds the position of Director of Risk Management at Dartmouth Health’s Dartmouth Hitchcock Medical Center (DHMC) in Lebanon, NH. His responsibilities include overseeing reputational and financial risks associated with patient care, ensuring a safe and healthy work environment for staff and providers, and providing high-quality patient care.

Please tell our readers about your journey and key roles and responsibilities at the organization.

My journey in the industry has been long and interesting. My journey in the risk management industry reminds me of getting a liberal arts degree, where you need to know a little about a number of different areas without necessarily being an expert in them.

I began my career as a nurse, with experience in both inpatient and outpatient clinical settings. My expertise includes patient safety and quality. Over the course of my career, I developed a comprehensive understanding of the healthcare industry, from the operations of healthcare providers to the handling of malpractice claims and patient advocacy.

My responsibility as the Director of Risk Management at DHMC, New Hampshire’s only Academic Medical Center, entails maintaining the reputation and financial stability of the organization, ensuring a safe and positive work environment for staff and providers, and ensuring high-quality care for patients.

What are the current challenges and trends you are observing in the industry?

Managing burnout and staff retention are two of the main challenges facing many organizations today. Another major challenge faced across the industry is on the financial side. Most organizations are struggling financially after the pandemic as revenue has decreased substantially.

There's a growing trend toward employee wellness and well-being in the workplace, especially in healthcare after COVID-19. 

Companies recognize the need for better support for their staff and providers who have faced challenges during the pandemic. Despite the financial crisis looming over the healthcare industry, organizations are trying to improve their employee retention by addressing their needs.

Please share the methodology that you incorporated to address these challenges.

At Dartmouth Hitchcock Medical Center, we have robust well-being programs, but my connection to the work is peer support.  I participate in our formal peer support program, in which, we train staff and providers on the tools to support their colleagues during a challenging event.

The pandemic brought about different ways of connecting with people more efficiently. We noticed that using Webex and Zoom improved how we connected with colleagues  that were not geographically close.  Our providers and staff are spread across Vermont and New Hampshire, and remote meetings have made it easier to connect.

What would be your piece of advice for your peers and colleagues?

My suggestion to Risk leaders is to find a way to collaborate with peers, and specifically to attend education offerings in our discipline. The American Society for Healthcare Risk Management (ASHRM) and local affiliated chapters usually sponsor these programs. Active membership with professional organizations such as ASHRM and the local Risk Management Society can provide opportunities for networking and exchanging ideas with other risk management professionals.