WEBVTT

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So, let me ask you, what kind of control or
influence do you think you have over this change

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in billing procedures? In terms
of how it impacts your job?

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Honestly, I don't think I have much control
or influence over anything around here.

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You may not be able to do anything about
the decision to change the process,

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but you may be able to do something
about how the change gets implemented.

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I don't know. Maybe.

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Alright. Well, have you thought about how the
change is impacting how you do your job?

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Sure, all the time.

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But I mean, specifically.
Like if someone was to ask you to make a list

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of the things that you have to do differently now
- and how that impacts you - could you do that?

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Probably, if I took the time, I suppose I could.

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Well, why don't you do it right now?
What would be on the list?

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So, how do you feel about what's changed? I mean,
are you positive, negative or neutral toward it?

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I want to be positive, but it's tough.
I guess, I'd have to say I'm pretty negative.

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Understandable. Well, what about any fears,
concerns or issues? What is bugging you the most?

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Probably the fact that I don't like being put
between a rock and a hard place. You know,

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having to take those calls from upset patients
and not being able to do anything about it.

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I'm powerless.
I know how you feel. Anything else?

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Overall, how do you think the people in our
department are reacting to the constant changes?

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Sharon acts like she doesn't care.

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The rest, I'm not sure. Why?

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Just curious. Well, I've noticed how Sharon's
reaction has had an impact on you...

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Yeah, it ticks me off.

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Exactly. And how you react might impact
me, or Greg, or anybody we work with.

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And we have to be sensitive to that if we're
going to be able to work through this together.

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I never thought about it like that before.

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So, based on everything you've been telling me...
What do you still need to know or

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do to feel comfortable really committing
to this latest round of changes?

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I guess two things. I need to know how much,

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if any latitude I have with patients who
are having trouble paying their bills?

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And, I could really use some help knowing how to
take those calls -you know, how to figure out if

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people are trying to take advantage of me; or
so I don't take their frustration personally.

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Those two things could make a big difference.

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Great. So, then, maybe I can help you figure out
the best resources for getting what you need.

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And we can talk about how to communicate your questions
in a positive way, so people are willing to help.