Right Person - Wrong Role

In hiring, we often talk about finding the right person for the right job. But what happens when you find the right person, only to realize they are in the wrong role?

A major medical practice I worked with had an opening at the front desk. They hired a young lady who seemed perfect for the position. She was enthusiastic, well dressed, well spoken, and brought an energy that made a great first impression. On paper, she had all the talents needed for the role.

During training, though, something became clear. The front desk in a busy medical office is a constant juggling act. Phones ring, patients arrive, doctors have questions, and insurance issues need resolving. It requires a special type of multitasking ability and a calmness under frequent interruption.

While she worked hard, she struggled with the pace and the unpredictable flow of front desk work. She became flustered when she had to switch tasks suddenly, and the constant interruptions left her frustrated. Her nature leaned toward a linear, focused style of working. She preferred to start a task and see it through without being pulled in multiple directions.

Some organizations would have decided she was not a good fit overall and let her go. But leadership saw something more. She was dependable, professional, and committed. She just wasn’t in the role that best matched her strengths.

When another opening came up in the company — one that required a concentrated focus and fewer interruptions — she applied. This position allowed her to work through tasks in a logical order, follow processes without constant disruption, and use her detail-oriented nature to her advantage.

The change was dramatic. She excelled in her new role, took on more responsibility, and soon earned a reputation as a dependable, high-performing team member. What could have been a short-lived employment story became a long-term success.

The lesson is simple. Not everyone is suited for every role in your organization, and a mismatch doesn’t necessarily mean someone lacks value. Sometimes it means you’ve hired a good person, but they’re sitting in the wrong seat.

Before letting go of a good employee who is struggling, ask yourself:

• Is the issue a lack of skill or simply a mismatch between the role and their natural work style?

• Could another position better suit their strengths?

• Would additional training or a shift in responsibilities unlock their potential?
  

The right person in the wrong role can become one of your best assets when you place them where they can thrive. Retaining talent is about more than filling seats. It’s about understanding your people well enough to put them where they can do their best work.