12. 13. Fishbone- 5 Whys Methods PEOPLE Materials Compliance not reviewed with staff No accountability measure for timeliness Superbills waiting in processing basket Not seen as a high priority Priority list is out of date Staff unclear on priorities Not given defined priority list Priority list not component in training 12. 58.67% of Late Dental CSRs in the first quarter of 2016 were “correct but late” Paper Superbills Errors on Superbill Employees calling out Processing basket Provider forgot to sign Employee filed CSR late Protocol unclear Employee walks out of office to open door Timelines standards not communicated Difficult to find Processing basket not within arms reach Not easily accessible CSR standards from multiple sources 13. Environment Two Systems Methods Stopping to make appointments