The 2024 Best Small Firms to Work For: ECG Management Consultants

CLIENT INDUSTRIES SERVED: Health Care

CONSULTING SERVICE LINE: Strategy & Innovation, Health System Optimization, Ambulatory care planning & access, Mergers, acquisitions, & partnerships, Academic Healthcare, Payer strategy & contracting, Physician Enterprise Services, Cancer center advisory, ASC strategy & operations

ECG was founded in 1973 in Seattle with an initial focus on medical groups, outpatient care, and academic medical centers. Today, ECG provides consulting services and solutions that address every aspect of the healthcare delivery system. Ours is the longest-serving healthcare-only consulting firm in the US, with nine offices domestically and one in Dubai. ECG has partnered with hospitals and health systems, medical groups, payers, investors, and other healthcare entities to navigate five decades of unprecedented change, including the introduction of DRGs in the early 1980s, widespread adoption of EHRs, the introduction of managed care and capitation, the uncertainty surrounding Y2K, declining reimbursement, a surge in healthcare spending, the Affordable Care Act, market consolidation, the advent of value-based care, a worldwide pandemic, and most recently, a provider workforce shortage. ECG has a consistently strong, quality-focused reputation in the market, with the highest Net Promoter Score (NPS) of any healthcare consulting firm.

ECG is a private, independent firm, with Siemens Healthineers as a strategic and financial partner. ECG combines its depth in management consulting with tech-enabled solutions from Siemens to improve access, enhance the patient experience, and optimize the performance of healthcare organizations.

CMAG: What characteristics and elements would you attribute to your firm's inclusion as a Best Firm to Work For?

ECG's recognition as a "Best Firm to Work For" stems from our commitment to employee growth, well-being, and work-life balance. A key element of our success is providing continuous opportunities for professional advancement, with organic growth through the development and promotion of consulting staff into leadership roles.

We have a well-defined career progression framework and a transparent and robust performance management process. Twice a year, we use a rigorous calibration process to ensure our senior leaders rate and promote consultants fairly and consistently. To support skill development, we offer a Consultant Fundamentals training program, mentoring initiatives, and access to hundreds of online courses.

Our dedication to our consultants' well-being and work-life balance is evident in the benefits we offer. Recently, we enhanced our offerings by introducing unlimited personal leave, empowering consultants to manage their time off through self-discipline. Along with comprehensive health coverage, we provide subsidized child and adult care, a free concierge service, and wellness resources to help employees thrive both professionally and personally.

We conduct annual engagement surveys and act on the employee feedback at the firmwide and division/department level. Changes made because of employee feedback include offering unlimited time off, improving our performance management process, increasing the number of company holidays, and offering additional benefits and wellness features, among others.

Our focus on DEI ensures an environment where all voices are heard and valued. Our DEI work group and People Advisory Committee help shape our culture.

Engagement and culture are central to our multi-year strategic plan. We believe that a strong, inclusive culture is key to both employee satisfaction and client success. By embedding these values into our long-term strategy, we ensure that our firm remains a top workplace where talent thrives and our mission is fulfilled.

CMAG: Are there any specific programs or initiatives that contributed to you being included as a Best Firm?

A key factor in our inclusion as a "Best Firm to Work For" is our unwavering commitment to talent development and retention. Our dedicated Learning and Development team has created an extensive array of courses within our Learning Management System, supporting continuous growth for our employees. Our comprehensive onboarding program pairs new hires with peer mentors, fostering professional development and ensuring the seamless transfer of knowledge and culture across the firm.

We offer a Trial & Transfer program that enables consultants to voluntarily gain exposure to other healthcare practices within the firm and explore areas of interest and develop new skills.

Our People Advisory Committee plays a pivotal role in shaping our firm's culture. This year, the committee has focused on crucial areas such as employee engagement, communication, and transparency, and career progression, driving initiatives that strengthen our workplace culture. ECG is focused on improving our commitment to diversity, equity, and inclusion (DEI). We've implemented a comprehensive DEI strategy, including a training curriculum, employee resource groups, and an inclusive hiring process. These initiatives create a supportive and dynamic environment where every team member feels welcomed and valued.

Our feedback-driven culture is also essential to our success. By regularly engaging with employees through surveys and open forums, we have used their feedback to make meaningful changes, including enhanced benefits such as fertility assistance, tuition reimbursement, and an improved matching gifts program.

Our commitment to employee well-being is evident through our comprehensive employee wellness program, which includes regular wellness sessions, company-wide wellness challenges, a free concierge service to help consultants save time, and subsidized in-home backup care. These initiatives collectively foster a positive, inclusive, and supportive workplace that continues to attract and retain top talent.

CMAG: In describing your firm, what would you say sets it apart from other consulting firms?

What sets our firm apart from other consulting firms is a combination of deep industry expertise, a commitment to long-term relationships, and a culture that prioritizes both employee and client success. ECG is the longest-serving and most experienced healthcare consulting firm in the U.S. We celebrated our 50th anniversary in 2023. This extensive experience gives us unparalleled insight into the complexities of the healthcare industry, allowing us to provide tailored solutions that drive meaningful change for our clients. Our longevity is not just a testament to our expertise but also to the trust that clients place in us over decades of partnership.

Our approach to client relationships is another key differentiator. We prioritize long-term partnerships over short-term gains, working closely with our clients to understand their unique challenges and goals. This commitment to collaboration ensures that we deliver not just immediate results but also sustainable strategies that support their ongoing success. Internally, what truly distinguishes our firm is our culture of development and retention. We have industry-leading retention rates, particularly at the senior level; many of our leaders have been with the firm for over 20 years. This stability fosters a consistent culture of excellence and ensures that our clients benefit from a wealth of experience and institutional knowledge.

Our feedback-driven culture and comprehensive wellness programs underscore our commitment to our consultants' well-being. By fostering an environment where feedback is valued and well-being is prioritized, we ensure that our team is engaged, motivated, and equipped to deliver exceptional service to our clients.

CMAG: Where your workforce is concerned, what would you say your priorities look like for the upcoming year and beyond?

Our workforce and culture are central to key initiatives in our strategic plan for the upcoming years. We will invest in our culture, enhance internal- and external-facing processes, further integrate our offerings, and accelerate our growth.

A major priority is redefining our DEI goals and strategy, with a focus on implementing sustainable changes across the organization. We are committed to embedding DEI principles into every aspect of our operations, ensuring that they are a fundamental part of our identity. A new DEI director will join the firm this fall.

We are also focusing on how we work and gather in our hybrid work environment. Finding the right balance between in-office collaboration and remote flexibility is essential to maintaining a cohesive culture while supporting individual work styles. We are continuously assessing our hybrid model to foster collaboration, strengthen communication, and ensure that employees feel connected and engaged, regardless of location.

We continue to pursue our vision of being the healthcare consulting firm of choice. To achieve this, we have laid out multi-year tactics aimed at enhancing our recruiting process, driving high levels of employee engagement, and investing in the development of our future leaders.

Additionally, we are focused on ensuring competitive compensation and fostering a culture that sets us apart from other firms. We are dedicated to elevating our analytical capabilities, which will enable our teams to deliver even more advanced and insightful client deliverables. This commitment to continuous improvement is essential as we strive to provide the highest level of service and value to our clients.

CMAG: What opportunities do you see as the most promising?

As consumerism continues to grow, experienced consulting firms have the opportunity to partner with healthcare organizations to create a more patient/consumer-centric environment in every aspect of the delivery and payer system at a level that matches or exceeds the standards set in nearly every other US sector (communications, hospitality, retail, aviation, entertainment, finance, etc.).

Leveraging AI and tech-enabled solutions can make health systems more labor- and cost-efficient. By helping health systems adopt these technologies, consulting companies can drive substantial improvements in efficiency, cost-effectiveness, and patient care quality, ultimately leading to more sustainable healthcare delivery models.

CMAG: What market forces do you see as the most challenging?

Sustainable Margins: Most systems lack sufficient margins needed to reinvest in facilities, technology, and people. Systems will need to diversify their revenue base and make investments in alternative business lines.

• Inpatient Capacity: The vast majority of hospitals are at capacity. Systems are behind on redistributing care to the most appropriate setting, including shifting low-acuity care to more convenient and lower-cost outpatient care settings (e.g., ASCs).
• Cybersecurity: Healthcare organizations need to continuously assess, improve, and invest in cybersecurity to protect patient/consumer data and minimize reputational risk.

CMAG: What impact do you think Best Firm to Work For honors will have on your employees? The firm overall? Clients?

This is ECG's first time pursuing and receiving a best place to work recognition, and we thank our consultants for their vote of confidence. For our employees, this recognition acknowledges the value of their contributions and efforts to enhance our culture over the past few years. It serves as a validation of the firm's commitment to creating a supportive and rewarding environment where employees can thrive and advance their careers. Employees are excited to receive this honor and know it will boost our ability to attract and retain top talent. Our consultants are proud to be part of an organization that is recognized for excellence in the workplace, which fosters a sense of belonging and loyalty.

For the firm, the Best Firm to Work For recognition strengthens our brand and reputation within the industry. It signals to prospective employees and clients that we are a leader in our field and a great place to work. This recognition differentiates us from our competitors, particularly in a competitive consulting landscape. It also aligns with our strategic goals to promote a culture of excellence and engagement.

For our clients, this honor underscores the stability and high quality of service they expect from ECG. Clients benefit directly from working with a motivated, engaged, and well-supported team. When employees are happy and committed, it reflects in the work they do, leading to better outcomes for clients and stronger enduring client relationships. Additionally, being recognized as a top workplace reassures clients that we are a reliable partner with a long-term focus on excellence, both in our internal operations and in the services we provide.

Overall, this recognition positively reinforces ECG's culture, enhances our brand, and strengthens our client relationships, contributing to our continued success.