1. Office Management 2010 Series People, Processes and Profitability May 13, 2010 Customer Service Telephone Skills Practice Scenarios Do's and Don'ts of the Medical Professional

3. Problem Solver: Thinkers focus on the problem as stated and try to synthesize information and knowledge to achieve a solution

4. Direct Routing Billing, Rx, Scheduling Skills-Based Routing Highest skilled resource Value Based Routing Revenue Amtrak800-872-7245 Capital One800-903-3637 Delta Airlines800-221-1212 American Express800-528-4800

5. CASE STUDIES: Typically examine the interplay of all variables in order to provide as complete an understanding of an event or situation as possible. This type of comprehensive understanding is arrived at through a process known as thick description, which involves an in-depth description of the entity being evaluated, the circumstances under which it is used, the characteristics of the people involved in it, and the nature of the community in which it is located. SCENARIOS: A possible set of future events What will we do if it happens? This can be done by observing, monitoring and understanding the changes and complexity in the business environment.