Recently a problem has arisen at work (hospital insurance billing department).
When we get EOBs (Explanation of Benefits), they are posted to the patients’ accounts and then the hardcopy is scanned into the imaging system. One particular insurance company’s EOB can run as many as 180 pages with 4-5 accounts on each page. Up until the end of April, the person keying in the information would note the page number for each account. This made is easy to find when you had to research the account (which happens all the time for various reasons).
Starting in May, this practice was stopped. The reason? They didn’t want to do it because it took too much time.
Now, like I said, it can run as many as 180 pages, but the majority are less than 20 pages. I guess the person in charge of that department (and she’s been there for quite some time) decided to save her team members a little bit of time. However, they never have to look up the EOBs. There are at least 20 people who do. Without the page number, it takes quite some time to locate exactly the page we need.
Several of us were discussing this today at a meeting and I asked why this person was allowed to do this. The answer was, “Well, that’s just the way she is.”
I called bullshit. She’s causing a lot of people to waste a lot of time so that she can save 2 or 3 people a little time.
I e-mailed her supervisor, but have gotten no response. A co-worker went to her supervisor’s supervisor (the head of the department) and explained the situation and she is supposed to see what can be done.
My major complaint is that, if we are all on the same team (something they are keen to emphasize), they no one should be exempt. It shouldn’t (shouldn’t, but does) matter whether the person has been here 1 year or 25 years, right?
The department head doesn’t usually screw around. In fact, at our monthly meeting last week, she told us that, if we have a problem that effects everyone, we shouldn’t stop until the problem is resolved.
Well, this is one of those problems. I refuse to accept that someone is allowed to cause problems for a lot of people just because of senority.
Anybody else have to battle the old guard at work?
If so, how did it work out?