Soft Skills Scenario #1Courtney was hired recently as a medical billing associate at Lakeland Resources. Her primary responsibility is to identify and obtain appropriate insurance authorizations to ensure accurate billing for mental health services. The position requires an individual who is able to function effectively in a fast-paced environment and work collaboratively with clients, medical providers, and insurance carriers. Courtney has a year of medical billing experience at a smaller company and feels she can “hit the ground running” at this new job.When Derek Ordway, her immediate supervisor, asks her to put aside an hour each afternoon to meet with him to go over the Lakeland’s policies and procedures, she respectfully declines. "Thank you, but that won’t be necessary. I’m sure the procedures I learned on my previous job will transfer to Lakeland Resources." Derek is surprised by her response and says, "Previous experience is valuable, of course, but it is important on this job to be fully aware of our policies and procedures." His comment does not please Courtney. "Okay," she says with a frown, "I’ll be there. But I think it will be a waste of valuable time for both of us." Later, Selena, a coworker stops at Courtney’s workstation. "Hi, Courtney. I thought you might find it helpful if we worked together on reviewing some of the claims and using the billing software. When would be a convenient time for you?" Courtney rolls her eyes as she looks up from the medical codes she is reviewing. She tries to be cordial, but it is obvious that she doesn’t appreciate the suggestion. "Work together?" she asks. "I prefer to figure things out on my own. I’m usually a fast learner." Selena, unsure how to react to Courtney's reply, simply smiles and walks away. Courtney returns to the task at hand, but her phone rings ... and rings ... and rings. "Oh, no, not another interruption!" she exclaims. "How can they expect me to get anything done? I’ll let this call go to voicemail and deal with it later." 1. Was Courtney off to a good start in her new job? Why or why not? 2. What impression do you think Courtney made on her supervisor? On Selena? 3. Why is it important for new employees to learn the policies and procedures of the company? 4. Does Courtney have the personal skills the job requires? Why or why not? 5. Would you describe Courtney’s attitude as confident or cocky? Explain your answer.
Soft Skills Scenario #1Courtney was hired recently as a medical billing associate at Lakeland Resources. Her primary responsibility is to identify and obtain appropriate insurance authorizations to ensure accurate billing for mental health services. The position requires an individual who is able to function effectively in a fast-paced environment and work collaboratively with clients, medical providers, and insurance carriers. Courtney has a year of medical billing experience at a smaller company and feels she can “hit the ground running” at this new job.When Derek Ordway, her immediate supervisor, asks her to put aside an hour each afternoon to meet with him to go over the Lakeland’s policies and procedures, she respectfully declines. "Thank you, but that won’t be necessary. I’m sure the procedures I learned on my previous job will transfer to Lakeland Resources." Derek is surprised by her response and says, "Previous experience is valuable, of course, but it is important on this job to be fully aware of our policies and procedures." His comment does not please Courtney. "Okay," she says with a frown, "I’ll be there. But I think it will be a waste of valuable time for both of us." Later, Selena, a coworker stops at Courtney’s workstation. "Hi, Courtney. I thought you might find it helpful if we worked together on reviewing some of the claims and using the billing software. When would be a convenient time for you?" Courtney rolls her eyes as she looks up from the medical codes she is reviewing. She tries to be cordial, but it is obvious that she doesn’t appreciate the suggestion. "Work together?" she asks. "I prefer to figure things out on my own. I’m usually a fast learner." Selena, unsure how to react to Courtney's reply, simply smiles and walks away. Courtney returns to the task at hand, but her phone rings ... and rings ... and rings. "Oh, no, not another interruption!" she exclaims. "How can they expect me to get anything done? I’ll let this call go to voicemail and deal with it later."
1. Was Courtney off to a good start in her new job? Why or why not?
2. What impression do you think Courtney made on her supervisor? On Selena?
3. Why is it important for new employees to learn the policies and procedures of the company?
4. Does Courtney have the personal skills the job requires? Why or why not?
5. Would you describe Courtney’s attitude as confident or cocky? Explain your answer.
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