Customer Focus

Customer Focus is a mind set and attitude.

A team member who displays customer focus:

• Consistently strives to meet or exceed the expectations / requirements of customers with compassion, courtesy and understanding
• Accepts the challenge of ownership; always does the job the best way they know how
• Thinks and executes quality in every aspect of every thought, task and goal
• Sees things through to completion, dealing effectively with potential obstacles, and exhibits flexibility to adapt to whatever the situation calls for
• Work is completed within designated time frames. Takes proper action when time frames cannot be made to assure the work of others is not compromised
• Maintains confidentiality of clients and the company
• Maintains the standards of HIPAA
• Handles telephone communication with customers professionally, promptly and courteously. All calls are logged for future reference

Internal Communication

Informed decisions, understanding and trust are the result of an open flow of information.

A team member with strong communication skills:

• Effectively communicates at all organizational levels through various communication styles / vehicles
• Is an active communicator and contributor, speaks up and has confidence in their ideas
• Helps others succeed by consistently providing necessary feedback to others in a constructive manner

External Communication

Communication with a Client is always presented in a professional manner.

Client communication:

• Always conveys confidentiality and HIPAA compliance
• Relays accurate conclusions if possible or allows the client to understand that you will find an answer to their question / concern as quickly as possible
• Is consistent in timing to their concerns / reporting requests
• Is intended to build the confidence a client has in the personnel who work at TCI
• Conveys expectations of our service and our expectations of the client to allow us to perform that service
• Communicates with clients when one of those expectations is not being met, and explains what needs to be done to meet the expectation

Accuracy

Accuracy saves clients and our company time and money.

An accurate individual:

• Reviews work for own errors
• Accepts constructive criticism and adjusts to meet the expectation
• Follow regulations and professional standards of medical billing and claim processing
• Identifies problems early and efficiently resolve issues
• Handles multiple tasks simultaneously while maintaining a high level of accuracy

Personal Pride and Passion

Successful individuals are the driving force behind a successful company.

An individual with pride and passion:

• Has a positive attitude that is optimistic which positively affects both departmental and firm morale
• Displays a sense of pride, enthusiasm and deep dedication for their work
• Is a self-motivator, willing to take on new challenges
• Takes responsibility for increasing own skills and perspective
• Is responsible and accountable for their work, understands others are counting on them
• Presents themselves in a business appearance as detailed by company policy

Thinking and Reasoning Skills

Successful team members are able to identify problems and provide solutions.

They’re advocates and instruments of positive change, they:

• Take initiative
• Show evidence of thinking beyond the way we have traditionally done things
• Avoid debilitating and counterproductive cynicism
• Encourage and supports responsible risk-taking
• Build on success and learns from failure

Team player

Every team member has the power to influence the group, and should treat this as both a privilege and a responsibility.

A true team player:

• Knows the team mission and works towards it; helps to implement decisions
• Treats others openly, with respect and recognizes their value; inspires other team members
• Shares and supports initiative in others
• Looks for ways to learn from and provide support to others
• Maintains a consistent, professional and positive demeanor
• Is a good steward of company resources
• Supports decisions from management

Technical Ability

Technical ability is the key to execution.

Successful team members use technology to an advantage:

• Effectively uses the software appropriate for position
• Constantly striving to learn more in technology
• Makes process more efficient through the use of technology
• Suggests new technology to improve our service

Self Development

Successful team members take their own initiative for on-going learning.

An individual committed to self development:

• Follows through on self development needs independently without prompting
• Uses time effectively, takes the initiative to learn independently, reads and researches
• Takes advantage of training offered by the company and the knowledge of other team members
• Communicates to manager areas you would like to learn more or advance

Attendance

Successful team members recognize the value of continued reliance on scheduling as a communication tool among fellow employees and any client you may have contact with.

A conscientious team member:

• Arrives at work punctually according to schedule
• Plans time off wisely
• Communicates time off with team members thoroughly, assuring all responsibilities are covered in your absence