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

1. How to train your CSR and Billing Departments to Prioritize their Day Team@Work Ty Bello, RCC

2. 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

3. Do you ever wonder? www.teamatworkcoaching.com What they do? Why they do it?

4. 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 EXPECT THEM TO BE REALLY GOOD TIME MANAGERS

5. Obstacles in Our Wayto Productivity www.teamatworkcoaching.com • 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

6. Obstacles in Their Way www.teamatworkcoaching.com LEAN Processes Time Management Good CLEAN Hand-offs

7. Toyota “Brilliant Process Management” www.teamatworkcoaching.com “We get brilliant results from average people, managing brilliant processes – our competitors get average results from brilliant people managing broken processes”

8. Lean Definition www.teamatworkcoaching.com 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.

9. LEAN 5 S www.teamatworkcoaching.com • Five S's: A method of workplace organization and visual controls • Sort • Set in Order • Shine • Standardize • Sustain

10. Let’s Make Some TOAST www.teamatworkcoaching.com

11. Waste and Rework www.teamatworkcoaching.com What areas do you have Waste or Rework going on? WASTE REWORK PLEASE WRITE THIS DOWN

12. The 7 Wastes www.teamatworkcoaching.com Motion Waiting Transportation Storage Defects Processing Over Production

13. 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 www.teamatworkcoaching.com

14. The 5 Things WE DO www.teamatworkcoaching.com Set ups Pick Ups Equipment Exchanges Add On Service

15. Organizing the Day www.teamatworkcoaching.com • 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

16. Organizing the Day www.teamatworkcoaching.com 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

17. Organize the Day www.teamatworkcoaching.com Managetheir time around Activity • Phones, emails, Intra Department • Establish a Primary, Secondary, and Work Zone

18. Primary, Secondary, Work Zone www.teamatworkcoaching.com

19. 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 www.teamatworkcoaching.com

20. Create a Visual Report Card www.teamatworkcoaching.com Bins See Bottlenecks Alarms

21. Measure Daily Activities www.teamatworkcoaching.com • 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

22. 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

23. 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.

24. Sales and Business Hands FREE HME A Social Awareness for Safe Driving Take the Pledge Be Hands FREE, Don’t Text and Drive www.handsfreehme.com 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 www.teamatworkcoaching.com