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Case Scenario 1

The Practice Manager at Happy Cardiology Services has been asked by Human Resources to create and implement a program to address concerns brought by the coding, billing and credentialing staff (n=10). Staff collectively feel that administration does not fully understand their job duties and does not provide a way for the staff to share their concerns about the work environment. Comments have also been made to Human Resources that they feel some pressure to up-code and aggressively seek payment from patients. Morale is low, and staff have been resigning at a rapid pace. They are currently at a turnover rate of 22%.
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