Navigating the Triple Role: Leadership Insights from a CNO with an MBA

by Heidi Zedlar DNP, MBA, RN, NE-BC

?As a Chief Nursing Officer (CNO) who also oversees compliance and operations while holding an MBA, my leadership journey has been a multifaceted odyssey. If I could go back to my first day as a people leader, here's the advice I'd share with my younger self:

Understand Your Triad of Responsibilities

First, recognize that you're not just leading a team; you're managing a complex ecosystem where nursing, compliance, and operations intersect. Think of it like conducting an orchestra where each section - the strings of nursing care, the woodwinds of compliance, and the brass of operations - must harmonize. Early on, I would have advised myself to map out how these roles influence each other, understanding that a change in one area affects the whole. For instance, a new compliance policy might require operational adjustments or affect nursing practices.

Leverage Your MBA for Strategic Thinking

With an MBA, you're equipped with tools for strategic thinking that go beyond clinical knowledge. Use this to your advantage. Early in your leadership, commit to applying business principles to healthcare challenges. For example, when facing staffing issues, consider it not just as a clinical problem but also as an operational one. Use data analysis to predict needs, optimize scheduling, and improve resource allocation. This approach will help you make decisions that are both data-driven and compassionate.

Communication: The Keystone of Your Leadership Arch

In the labyrinthine world of healthcare, where every turn can lead to life-or-death decisions, clear communication is your guiding light. In your role, where communication spans from bedside to boardroom, clarity is king. Make your expectations crystal clear, be open about feedback, and be proactive in addressing concerns. Early on, I would tell myself to establish robust communication channels. Imagine each piece of communication as a thread in a tapestry; every thread must be strong and correctly placed to create the desired pattern. Tailor your communication style - whether you're explaining compliance protocols, discussing operational changes, or mentoring nurses. Use analogies like these to make complex ideas more digestible. For example, describe compliance as the 'immune system' of the hospital, protecting it from external threats.

Foster a Culture of Continuous Improvement

With operations on your plate, you're in a unique position to drive efficiency. Encourage a culture where feedback loops are not just accepted but celebrated. Think of your organization as a living organism that needs constant nurturing to evolve. Implement regular debriefs after significant events or projects, where both successes and failures are analyzed for learning points. This mindset will not only improve processes but will also empower your team by showing them that their insights can shape the workplace.

Empathy Over Authority in Leadership

Imagine leadership as less about the badge of authority and more about the heart of empathy. Nursing isn't just about clinical procedures; it's about human connection. When you first take on leadership, it's tempting to assert power, but the real influence comes from understanding your team's stories, challenges, and aspirations. Think of your team as a garden; every plant needs different care to thrive. Cultivating empathy will not only build trust but also inspire your team to bring their best selves to work each day.

Your background in nursing gives you a profound understanding of empathy, which is crucial when you're also dealing with the often-impersonal aspects of compliance and operations. Early in your leadership, remind yourself that every policy, and every operational change, impacts real people. Be the advocate for your team’s needs while ensuring compliance and operational efficiency. Use empathy to mediate between what's ideal and what's practical, like balancing the art and science of medicine.

Lead by Example in Ethical Decision-Making

Compliance isn't just about following rules; it's about setting an ethical tone for the organization. From day one, model ethical behavior. Show your team that integrity in operations and care is non-negotiable. When faced with ethical dilemmas, which you surely will, use these as teaching moments. Discuss with your team how decisions align with the healthcare facility's core values, making ethics part of the daily conversation, not just during crises.

Actionable Advice:

• Regular Strategy Sessions: Hold monthly meetings where you bring together representatives from nursing, compliance, and operations to align strategies.
• Skill Development Programs: Invest in training that not only enhances clinical skills but also business acumen and compliance awareness.
• Feedback Systems: Create an anonymous feedback mechanism where staff can voice concerns or suggestions about compliance, operations, or care delivery.

Looking Ahead

As you navigate this complex leadership role, remember that your influence extends beyond direct reports. Your decisions shape the entire organization's culture. Leadership in healthcare with an MBA isn't just about managing; it's about transforming care through strategic, empathetic, and ethical leadership.

Heidi Zedlar DNP, MBA, RN, NE-BC

Leading CNO, Heidi has driven healthcare excellence through her focus on leadership and problem-solving, enhancing patient outcomes and operational efficiencies. Her expertise in quality outcomes and networking has strengthened partnerships and cultivated a culture of continuous learning and compassionate care.

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