How to train your CSR and Billing Departments to Prioritize their Day

How to train your CSR and Billing Departments to

Prioritize their Day

Team@WorkTy Bello, RCC

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

Learning Objectives

What they do? Why they do it?


Do you ever wonder?


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

THENWE EXPECT THEM TO BE

REALLY GOOD TIME MANAGERS

Start at the Beginning


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

Obstacles in Our Wayto Productivity


LEAN Processes Time Management Good CLEAN Hand-offs

Obstacles in Their Way

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

competitors get average results from brilliant people managing broken processes”


Toyota “Brilliant Process Management”

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 Definition

• Five S's: A method of workplace organization and visual controls

– Sort– Set in Order– Shine– Standardize– Sustain


LEAN 5 S


Let’s Make Some TOAST


What areas do you have Waste or Rework going on?

WASTE REWORK

PLEASE WRITE THIS DOWN

Waste and Rework

Motion Waiting Transportation Storage Defects Processing Over Production


The 7 Wastes


Step by Step Processes

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

Billing Department 5 Things We Do Adjustments A/R Held Order Post Cash Remits / Denials Phones Emails Intra Department

Set ups Pick Ups Equipment Exchanges Add On Service


The 5 Things WE DO


1. Simplify their working processa. Keep their hands freeb. Step by Step Work Flow EVERY Process

2. Manage their time around Activitya. Phones, emails, Intra Department

3. Prioritize their time a. Develop a Hierarchy for EVERY Activity

Organizing the Day


Simplify their working processa. Keep their hands freeb. Step by Step Work Flow EVERY Process

Head Sets Quick Keys from Software Company Value Stream Map EVERY Process

Organizing the Day


Manage their time around Activitya. Phones, emails, Intra Department

Establish a Primary, Secondary, and Work Zone

Organize the Day


STAFF Primary Secondary Work Zone

8 to 1010 to Noon 8 to 10 10 to Noon 8 to 10

10 to Noon

Deborah X X

Charlotte X X

Kathy X X

Regina X X

Primary, Secondary, Work Zone


Work Zone

CSR 5 Things We Do Pending Files Held Orders / Unconfirmed Prior Auths Prep for Delivery /

Scanning/ Billing

BILLING 5 Things We Do A/R Adjustments Remits, Denials Posting

Use Priority Codes

Prioritize their time a. Develop a Hierarchy for EVERY Activity

Bins See Bottlenecks Alarms


Create a Visual Report Card


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

Measure Daily Activities


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

THENWE COACH THEM TO BE

REALLY GOOD TIME MANAGERS ANDHOLD THEM ACCOUNTABLE

Start at the Beginning

Please visit us on line atwww.teamatworkcoaching.comCall us at (260) 627-8938Email us at:

[email protected] or [email protected]

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.


The Team @ Work Difference

http://www.teamatworkcoaching.com/

mailto:[email protected]

mailto:[email protected]

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How to train your CSR and Billing Departments to Prioritize their Day

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