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

2.  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 www.teamatworkcoaching.com Learning Objectives

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

4.  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 www.teamatworkcoaching.com Start at the Beginning

5.  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 www.teamatworkcoaching.com Obstacles in Our Way to Productivity

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

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

8.  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. www.teamatworkcoaching.com Lean Definition

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

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

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

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

13. 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 www.teamatworkcoaching.com

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

15. 1.Simplify their working process a.Keep their hands free b.Step by Step Work Flow EVERY Process 2.Manage their time around Activity a.Phones, emails, Intra Department 3.Prioritize their time a. Develop a Hierarchy for EVERY Activity www.teamatworkcoaching.com Organizing the Day

16. Simplify their working process a.Keep their hands free b.Step by Step Work Flow EVERY Process  Head Sets  Quick Keys from Software Company  Value Stream Map EVERY Process www.teamatworkcoaching.com Organizing the Day

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

18. STAFFPrimarySecondary Work Zone 8 to 1010 to Noon8 to 1010 to Noon 8 to 1010 to Noon DeborahX X CharlotteX X Kathy XX Regina X X www.teamatworkcoaching.com Primary, Secondary, Work Zone

19. 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 www.teamatworkcoaching.com Use Priority Codes Prioritize their time a. Develop a Hierarchy for EVERY Activity

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

21.  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 www.teamatworkcoaching.com Measure Daily Activities

22.  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 www.teamatworkcoaching.com Start at the Beginning

23. Please visit us on line atwww.teamatworkcoaching.comwww.teamatworkcoaching.com Call us at (260) 627-8938 Email us at: Ty@teamatworkcoaching.com or Kristen@teamatworkcoaching.com 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. www.teamatworkcoaching.com The Team @ Work Difference

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