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Medich M, Rose D, McClean M, Nelson K, Stewart G, Ganz DA, Yano EM, Stockdale SE. Predictors of VA Primary Care Clerical Staff Burnout Using the Job Demands-Resources Model. The Journal of ambulatory care management. 2022 Oct 1; 45(4):321-331.
Primary care clerical staff may experience burnout if not adequately prepared and supported for patient-facing customer service tasks. Guided by the Job Demands-Resources (JD-R) model, we use national survey data from 707 primary care clerks at 349 VA clinics (2018; response rate: 12%) to evaluate associations between clerks'' perceptions of tasks, work environment, training, and burnout. We found challenges with customer-facing tasks contribute to higher burnout, and supportive work environment was associated with lower burnout. Although perceptions of training were not associated with burnout, our results combined with the JD-R model suggest that customer service training may protect against burnout.