At this year’s NALTO convention, Shawn Mullen, President of Interim Physicians, delivered a compelling talk on the power of communication in locum tenens staffing.
Mullen’s unconventional career path—from waiting tables to law school, litigation, and ultimately locum tenens staffing—taught him invaluable lessons in reading people and communicating effectively, skills he first honed in the fast-paced restaurant industry.
“You learn more about people and communication being a waiter than in any other job,” he said. Mullen carried that lesson to his legal career, where the power of words, preparation, and delivery played a pivotal role.
But after two decades in law, burnout hit hard. “I woke up one day and realized, I don’t want to go to the office. I had had enough,” Mullen shared. A chance conversation with a friend opened his eyes to the transferable skills between law and sales.
“Our job in staffing is convincing people — hospital administrators, providers, and anyone involved in the process. I realized that’s what I’d been doing as an attorney with clients, judges, and juries.”
The Framework for Effective Communication
Mullen broke down successful communication in locum tenens staffing into three key areas:
- Internal communication: How teams communicate within an agency.
- External communication: How staffing firms engage with healthcare facilities.
- Provider interactions: How recruiters connect with locum tenens professionals.
No matter the audience, he emphasized speed, clarity, and action-oriented dialogue as critical factors in achieving success. “A conversation without a specific request and a clear follow-up is just small talk,” Mullen said.
He offered a simple example: People often agree to “grab dinner sometime” but never follow through. The same goes for business—nothing moves forward without a clear who, what, when, where, and how.
“The ability to communicate effectively determines success in locum tenens staffing.”
Speed Matters: Why You Should Talk More and Email Less
Mullen challenged his audience of staffing professionals to rethink their communication habits, particularly over-reliance on email. “A simple question sent at 9 am can take all day to get answered,” he said. “If it can be done in a five-minute call, why stretch it out over eight hours of emails?”
Instead, he advocated for quick, direct interactions:
- Instant messaging platforms like Microsoft Teams or Google Meet for quick internal collaboration
- Phone calls for urgent matters
- Face-to-face or video calls for complex discussions
Prioritizing real-time conversations ensures faster decision-making, reduces misunderstandings, and keeps business moving forward.
Bridging the Communication Gap with the Next Generation
Mullen also highlighted a growing challenge: the generational shift in communication styles.
“We’re hiring a generation that hasn’t had as much practice with oral communication,” he noted. “It’s not their fault, but we have to help them build that skill.”
Younger professionals raised in a digital-first world often rely on texts and emails over in-person or phone interactions. For staffing firms, this presents both a challenge and an opportunity.
Mullen suggested looking at candidates’ early job experiences to gauge their communication strengths:
- Did they work in customer service?
- Have they held roles that required direct, real-time interaction?
Strong communicators tend to excel in locum tenens staffing. Identifying and nurturing those skills can give firms a competitive edge.
“If you take one thing from this talk, let it be this: pick up the phone.”
Handling Difficult Conversations: Own It, Explain It, Fix It
Tough conversations are part of the job. Mullen’s approach is to own the problem, explain the situation, and focus on a solution.
“The biggest tips I ever got as a waiter were when something went wrong with the food. I addressed the problem, did not make the customer feel awkward, and fixed the problem quickly.”
He shared a story about a hospital employee furious about a last-minute provider cancellation. Instead of avoiding the call or placing blame elsewhere, Mullen scheduled a face-to-face meeting, explained the situation honestly, and worked toward a resolution.
By the end of the conversation, the client was no longer frustrated and because Mullen addressed their concerns so quickly, the client ended the call saying, “You’re still my preferred staffing agency.”
The Takeaway: Hi, It’s Me
Mullen’s message was simple but powerful: talk more, email less.
Success in locum tenens staffing hinges on effective internal communication with clients and providers. Clear and direct communication makes all the difference, whether negotiating a contract, problem-solving for a facility, or onboarding a physician.
“If you take one thing from this talk, let it be this: pick up the phone.”
