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How to train your CSR and Billing Departments to Prioritize their Day. Team@Work Ty Bello, RCC. Learning Objectives. Identify the obstacles in our way in each department causing this unproductivity Step by Step process for each department and job description for organizing our day

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Presentation Transcript
learning objectives
Learning Objectives

www.teamatworkcoaching.com

  • Identify the obstacles in our way in each department causing this unproductivity
  • Step by Step process for each department and job description for organizing our day
  • How to measure our daily activities and not wait for the financials to tell us we have a problem
do you ever wonder
Do you ever wonder?

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What they do?

Why they do it?

start at the beginning
Start at the Beginning

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We hire really good staff members

We have a training plan and schedule

We coach them in Industry History and Product knowledge

We put them in their Chair in their Cage Cubicle

THEN

WE EXPECT THEM TO BE

REALLY GOOD TIME MANAGERS

o bstacles in our way to productivity
Obstacles in Our Wayto Productivity

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  • Training must be a PROGRAM, not a session or meeting
  • Full Scope of the Job
    • History of Business
    • Products and Services
    • How ALL the Departments work together
    • Duck, Duck, Goose (take your seat)
    • Emphasize the Job Description
      • EARLY ACCOUNTABILITY
o bstacles in their way
Obstacles in Their Way

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LEAN Processes

Time Management

Good CLEAN Hand-offs

toyota brilliant process management
Toyota “Brilliant Process Management”

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“We get brilliant results from average people, managing brilliant processes – our competitors get average results from brilliant people managing broken processes”

lean definition
Lean Definition

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Kaizen: philosophy of ongoing improvement: a Japanese business philosophy advocating the need for continuous improvement in somebody's personal and professional life

Value Stream Mapping: A systematic method to identify all the activities (door-to-door) required to produce a product or product family. The "Map" will include both the flow of the material and the flow of information.

lean 5 s
LEAN 5 S

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  • Five S's: A method of workplace organization and visual controls
    • Sort
    • Set in Order
    • Shine
    • Standardize
    • Sustain
let s make some toast
Let’s Make Some TOAST

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waste and rework
Waste and Rework

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What areas do you have

Waste or Rework going on?

WASTE REWORK

PLEASE WRITE THIS DOWN

the 7 wastes
The 7 Wastes

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Motion

Waiting

Transportation

Storage

Defects

Processing

Over Production

step by step processes
Step by Step Processes

Billing Department

5 Things We Do

Adjustments

A/R

Held Order

Post Cash

Remits / Denials

Phones

Emails

Intra Department

Customer Service

  • 5 Things We Do
  • Intake Process
  • Ins Verification
  • Phones
  • Emails
  • Intra Department

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the 5 things we do
The 5 Things WE DO

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Set ups

Pick Ups

Equipment Exchanges

Add On

Service

o rganizing the day
Organizing the Day

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  • Simplify their working process

a. Keep their hands free

    • Step by Step Work Flow EVERY Process
  • Manage their time around Activity
    • Phones, emails, Intra Department
  • Prioritize their time

a. Develop a Hierarchy for EVERY Activity

organizing the day
Organizing the Day

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Simplify their working process

a. Keep their hands free

  • Step by Step Work Flow EVERY Process
  • Head Sets
  • Quick Keys from Software Company
  • Value Stream Map EVERY Process
organize the day
Organize the Day

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Managetheir time around Activity

  • Phones, emails, Intra Department
  • Establish a Primary, Secondary, and Work Zone
primary secondary work zone
Primary, Secondary, Work Zone

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work zone
Work Zone
  • Prioritizetheir time

a. Develop a Hierarchy for EVERY Activity

BILLING

5 Things We Do

A/R

Adjustments

Remits, Denials

Posting

CSR

  • 5 Things We Do
  • Pending Files
  • Held Orders / Unconfirmed
  • Prior Auths
  • Prep for Delivery / Scanning/ Billing

Use Priority Codes

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create a visual report card
Create a Visual Report Card

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Bins

See Bottlenecks

Alarms

m easure d aily a ctivities
Measure Daily Activities

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  • Use the Reports that your software offers
    • If you don’t know them CALL YOUR SOFTWARE PROVIDER
  • Daily, Weekly, and Monthly Report Review
    • With leadership and Team members
    • Help them understand and see your expectations
start at the beginning1
Start at the Beginning

www.teamatworkcoaching.com

We hire really good staff members

We have a training plan and schedule

We coach them in Industry History and Product knowledge

We put them in their Chair in their Cage Cubicle

THEN

WE COACH THEM TO BE

REALLY GOOD TIME MANAGERS AND

HOLD THEM ACCOUNTABLE

the team @ work difference
The Team @ Work Difference

www.teamatworkcoaching.com

Please visit us on line atwww.teamatworkcoaching.com

Call us at (260) 627-8938Email us at:

Ty@teamatworkcoaching.com

or Kristen@teamatworkcoaching.com

As a reminder, Team @ Work offers a wide variety of solutions for your business. We would love to work with you to customize a program for your team, group, or for you individually. We specialize in the Assessment, Development, Coaching and Training of teams and individuals.

sales and business
Sales and Business

Hands FREE HME

A Social Awareness for Safe Driving

Take the Pledge

Be Hands FREE, Don’t Text and Drive

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HME Sales Community

  • The Marquee (Sales blog)
  • Main Street (Sales Q/A )
  • 3 FREE webinars
  • One-on-one Sales Coaching
  • And MORE!!

www.hmesalescommunity.com

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