In the medical unit of the Northeastern Medical Center, Leah Hernandez is an ins

Question

In the medical unit of the Northeastern Medical Center, Leah Hernandez is an insuranceclaims specialist who works with one nurse, one certified nursing assistant, and one medicalassistant/receptionist. The physician and administrator are located in a separate building of themedical center. The administrator, Dan Jules, spends 3 hours a day in the clinic, from 9 to 10:30every morning, and 2 to 3:30 every afternoon. He never varies the times that he is in the clinic.One morning at 9 AM, Dan was in the clinic with nurse Kate Williams, addressing the concernsof the patient in room 2, when the phone rang. A second phone line rang a few seconds later, andthis was followed by a third line ringing. The nursing assistant was in room 1 with the physician,and the medical assistant was in room 3 with another patient. The only available staff member toanswer the phone was Leah, who was holding on the line with an insurance company. She yelled,“Anybody? Somebody, pick up the phone already! It’s driving me crazy!” Everyone in the clinic,including the patients, heard her shouting. Nurse Kate rolled her eyes and told Dan that it waslike this every day. Dan excused himself and rushed into the reception area to pick up the phone.Later on, Dan asked Leah why she couldn’t pick up the phone. Leah answered, “It’s not my job.I’m too busy with the insurance company.”

ANSWER THE FOLLWING PLEASE

1.What should Dan do to address the problem?

2.Should Dan meet with Leah individually or communicate with all staff?

3.Because Dan works in a different building, who should have communicated this ongoing prob-lem to Dan?

Explanation / Answer

In this situation Dan can tell leah to pick up the phone and say she's on the other line and to call back after few minutes,or the othe nurse assistant can be asked to pick up the phone in case the phone has been ringing for a long time.Dan should have a meeting with all staff to provide coordination within them for all the activites not just limited to the phone calls.If this was the problem everyday Leah could have communicated to Dan earlier that she is often very busy with insurance claims and if some one else can assist her at the desk.

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