Case Scenario 1 The practice manager at Happy Cardiology Services has been asked by human resources to create and implem

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Case Scenario 1
The practice manager at Happy Cardiology Services has been asked
by human resources to create and implement a program to address
concerns brought by the coding, billing, and credentialing staff
(n=10). Staff collectively feel that administration does not fully
understand their job duties and does not provide a way for the
staff to share their concerns about the work environment. Comments
have also been made to human resources that some employees feel
pressure to up-code and aggressively seek payment from
patients. Morale is low, and staff have been resigning
rapidly. They are currently at a turnover rate of 22%.
Scenario Number: 1
Identify the Problem.
Analyze the Problem and Ethical
Considerations.
Poor communication between the management and employees.
The lack of clear communication channels has left employees at
the coding, billing, and credentialing unit frustrated and
unmotivated. These workers feel that the facility?s management does
not understand their job duties. As a result, employees at the unit
are pressured to use unethical practices, including creating
inaccurate billing codes and seeking payment from patients
aggressively. In the absence of proper communication, employees may
feel frustrated and neglected. Such workers may feel that the
management does not value their opinions (Fiaz et al., 2017). In
this case, a Root Cause Analysis (RCA) demonstrates that the
primary underlying factor contributing to this problem is poor
communication. Furthermore, using incorrect billing codes is
unethical and could also expose the organization to an enhanced
risk of medical malpractice suits (Okpala, 2020). Seeking payment
from patients aggressively could harm patient satisfaction and
cause them to seek medical attention elsewhere in the future.
Besides, a high turnover rate will cause the organization to spend
substantial resources in replacing its staff. The facility needs
solutions that will address all these issues and mitigate their
impact.
Solution #1
Potential Positive Effects
Potential Negative Effects
Open-door policy
The facility?s management could adopt an open-door policy. This
communication policy should be designed to allow employees from the
coding, billing, and credentialing unit to approach managers and
share their concerns regarding the work environment.
This solution has multiple potential positive effects. First,
the strategy will promote effective communication within the health
organization (Fiaz et al., 2017). The management will be better
positioned to understand the challenges faced by the staff from the
coding, billing, and credentialing unit. Additionally, this
solution will foster a culture of mutual trust and collaboration at
the facility (Okpala, 2020). The affected employees could leverage
this strategy to request the management to consider their feedback
in making decisions that affect their unit. This strategy will also
allow the management to address issues related to employee morale
before they become significant. Once a problem has been reported to
the managers, they could respond by implementing changes that
resolve the issue permanently. The management could use this
strategy and capitalize on its advantages.
Despite its apparent benefits, this solution has notable
potential adverse effects. For example, this policy could reduce
productivity within the coding, billing, and credentialing unit, as
well as at the management level. Employees from this department
could spend a lot of time discussing their problems with the
management (Okpala, 2020). Consequently, interruptions will
increase, and productivity could decline. Further, reliance on an
open-door policy could create a culture of dependency across the
organization as the workers become more dependent on their leaders
to resolve their problems. In some instances, this communication
policy disrupts the chain of command as workers feel entitled to
their superior?s time and attention (Okpala, 2020). An open-door
policy could also cause employees to become impatient and less
resourceful (Fiaz et al., 2017). The management should, therefore,
consider these effects and their possible impact on the
organization.
Solution #2
Potential Positive Effects
Potential Negative Effects
Collaborative decision-making.
The management could use a collaborative approach to involve
employees from the coding, billing, and credentialing unit in
making decisions that affect them.
This strategy will allow the management to secure the staff's
trust and improve morale. Moreover, collaboration in
decision-making will enable the management to implement procedures
that consider employees' needs and preferences (Fiaz et al., 2017).
All these benefits will be instrumental in helping the organization
resolve its present challenges, including a high turnover rate.
This approach could cause the facility's management to spend
more time and resources on decision-making initiatives (Okpala,
2020). Consequently, the leadership would be unable to respond
quickly to issues affecting the coding, billing, and credentialing
unit due to delayed decision-making. An understanding of these
limitations is certainly crucial.
Solution #3
Potential Positive Effects
Potential Negative Effects
Training program
The facility?s management could implement a training program
targeting employees at the coding, billing, and credentialing unit.
This program should equip the staff with the skills to avoid
unethical practices such as inaccurate billing and seeking payments
from patients aggressively.
This strategy has several potential positive effects. For
example, the solution could allow the leadership to ensure that the
staff is well-trained to perform their tasks (Ertan & ?e?en,
2019). This approach will also enable the management to sensitize
employees about avoiding unethical practices and preparing
invoices, claims, and payments appropriately. When conducted
properly, a training program will allow the organization to provide
its workers with the resources they need to perform their duties
effectively (Fiaz et al., 2017). These effects will undoubtedly
impact employees at the coding, billing, and credentialing unit
positively.
This solution has some shortcomings. Notably, the management
will have to set aside resources to train employees (Ertan &
?e?en, 2019). As a result, the facility's budgetary allocations may
be affected. Implementing the training program without improving
communication between the management and the staff could also cause
the present challenges to persist afterward. An understanding of
these adverse effects is essential.
Select one of the solutions you proposed
in the Problem Analysis worksheet.
Write a 700-word summary memo
explaining why your solution will be effective in resolving the
change/conflict, how you propose to implement the solution, and
your role as a leader to manage conflict and create an effective
work environment.
Include the following in your summary:
Include a references page with your
summary.