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Encouraging Accountability

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Encouraging Accountability
Linda Harris
Organizational Behavior
Daytona State College
Dr. J Musyimi

At an “A” rated hospital in Daytona Beach Florida there is a Patient Access Department (Admitting), as there is in all hospitals. There is a one director, manager, supervisor and trainer that lead the department. This department also includes 15-20 admitting clerks and 4 financial counselors. The financial counselor’s group is referred to as the FES group and their main objective is to verify the patients insurance benefits, determine how much the patient owes, notify the insurance company that the patient is admitted and collect money from the patients at the time of service (TOS). This group has had extra training in finances and work with very little supervision. The last member of the team was transferred from the admitting clerk pool to FES with a complete interview and understanding of all the duties and responsibilities of the position. All the of the counselors but the last member are of the same mind set and clear of what the goals are, they are to accomplish daily. However, FES # 4, the newest member regularly causes problems with the rest of the group. Some examples are; that she agreed to a certain set of duties and then didn’t find them satisfactory and ask to have other duties assigned. She was granted that request but after a few weeks began to talk negatively about the duties. She complained that she was assigned too many tasks and that she was being constantly interrupted and was unable to finish a certain amount of work that was required minimally to do each day. She would also be asked to help out and do a little extra on occasions but always complained that she was unable to do extra. She is expected to work at certain hours that are the busy or peak times of the day, however, she comes in earlier than she is suppose to and then

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