Cross-training enables staff to assume different duties as needed. The ability of a clinic to respond to expected or unexpected surges in demand or unexpected, yet predictable events depends to a large extent on the flexibility of the staff to adjust their responsibilities during these periods.

Cross-training does not negate the concept of each care team member working to his or her highest level. It provides another option to smooth the flow and support the providers.

To develop a flexible and effective care team, provide some degree of cross-training so that the team as a whole can respond quickly to minute-to-minute variations in demand and supply, or to unexpected events. The following are examples of useful cross-training for care teams:

• A float team that is trained to cover responsibilities throughout the clinic when needed
• Scheduling staff that can clean instruments and set up rooms for procedures
• Nursing staff that can do scheduling, if necessary
• Scheduling or reception staff that can obtain patient information and assign patients to exam rooms
• Check-in and check-out staff that can fill in for each other