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OMGWTFOhnoshedidn't!
A little background. I work for a clinical laboratory, in a department that is responsible for obtaining missing billing information from clients (doctors' offices, hospitals). The information is needed in order to bill insurance. The information SHOULD have been provided by the client in the first place when the labwork was ordered, and most of the time they realize that and are pretty good about giving us what we need. I once summarized my job as, "I call about 50 people a day who don't want to talk to me."
We are graded on our resolution. We are responsible for resolving 90% of the claims. Once a claim enters our billing process, we have 14 days (10, really, since we don't work on weekends) to get the missing info. If we do not get the info within that time frame, a trailer is generated (a letter prints out on the client's fax machine telling them that we need the info).
Now. Of the region that I work, of the 5 top clients that are the biggest problems in terms of getting missing info, with the biggest amounts of bad debt, THREE of these problem clients are on my regular worklist. I have approached my supervisor on numerous occasions and asked for help with this issue. I have clients who simply REFUSE to respond to my requests, and these are some high-volume clients (hospitals and the like, who order labs for many, many patients). I have explained that the client's lack of response is out of my control when I tell the clients that I MUST have this info by a certain date (if the info is obtained after that 14-day window, I do not get credit for it; it doesn't count in my resolution rate). I have asked to be assigned to a different worklist. I have communicated with our billing sales reps and other worthies. I have sat in on conference calls.
Today, I got written up for not meeting my 90% resolution rate. I'd already been placed on probation, given a verbal warning, and now a written one. What this means is that I cannot transfer to another job within the company. In the same meeting where I had to sign my write-up paperwork, my supe tells me that she's talked to her boss, and they've agreed to take those problem clients off my worklist. They will no longer count toward my resolution as of tomorrow.
Yet, I still got written up! Even though they acknowledge that the client's lack of cooperation can't be blamed on me. I told her that I wanted it to go on the record that I have met with her on many occasions and ASKED FOR HELP with this issue. I was allowed to put that in my feedback.
Jebus with a mullet, I don't know what to do now...
We are graded on our resolution. We are responsible for resolving 90% of the claims. Once a claim enters our billing process, we have 14 days (10, really, since we don't work on weekends) to get the missing info. If we do not get the info within that time frame, a trailer is generated (a letter prints out on the client's fax machine telling them that we need the info).
Now. Of the region that I work, of the 5 top clients that are the biggest problems in terms of getting missing info, with the biggest amounts of bad debt, THREE of these problem clients are on my regular worklist. I have approached my supervisor on numerous occasions and asked for help with this issue. I have clients who simply REFUSE to respond to my requests, and these are some high-volume clients (hospitals and the like, who order labs for many, many patients). I have explained that the client's lack of response is out of my control when I tell the clients that I MUST have this info by a certain date (if the info is obtained after that 14-day window, I do not get credit for it; it doesn't count in my resolution rate). I have asked to be assigned to a different worklist. I have communicated with our billing sales reps and other worthies. I have sat in on conference calls.
Today, I got written up for not meeting my 90% resolution rate. I'd already been placed on probation, given a verbal warning, and now a written one. What this means is that I cannot transfer to another job within the company. In the same meeting where I had to sign my write-up paperwork, my supe tells me that she's talked to her boss, and they've agreed to take those problem clients off my worklist. They will no longer count toward my resolution as of tomorrow.
Yet, I still got written up! Even though they acknowledge that the client's lack of cooperation can't be blamed on me. I told her that I wanted it to go on the record that I have met with her on many occasions and ASKED FOR HELP with this issue. I was allowed to put that in my feedback.
Jebus with a mullet, I don't know what to do now...
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