Question

Imagine you are a medical records administrator and supervise of a team of three medical records specialists at a busy local hospital. As part of their jobs, each medical records specialist audits medical records specialist's work to ensure compliance with the hospital's policies and procedures, HIPAA, and other regulations related to medical records. One of your team members, Hyeon Ju, recently showed a drop in accuracy below the expectations, and the other team members have noticed this in their audits. The situation has caused some friction between Riley and Hyeon-Ju. Riley made some comments in a team meeting about Hyeon-Ju's performance. Hyeon ju felt defensive of Riley's comments and suggested that Riley expects everyone to be perfect. Malik stayed quiet during the meeting, usually preferring to avoid conflict with the other team members. Malik shared similar concerns about Hyeon-Ju's audit results with you privately, and Malik was upset at the way Riley spoke to Hyeon-ju in the team meeting How might you handle this conflict between Riley and Hyeon-ju? How might the team's overall performance be affected if this conflict goes. unresolved? How might you coach Riley, Malik and Hyeon Ju to handle their concerns about each other's audit results in the future?

Answer 1

To handle the conflict between Riley and Hyeon-Ju, as a medical records administrator, you can take the following steps:

1. Address the conflict privately: Schedule a meeting with Riley and Hyeon-Ju separately to discuss the issue. Allow each team member to express their concerns and feelings without interruption. Encourage active listening and empathy to foster understanding between the two parties.
2. Clarify expectations: During the meeting, clearly communicate the hospital's policies and procedures, as well as the expected level of accuracy in their work. Emphasize the importance of compliance with HIPAA and other regulations. This will help both Riley and Hyeon-Ju understand the standards they need to meet.
3. Encourage open communication: Create a safe and supportive environment where team members can openly discuss their concerns and provide feedback to each other. This will help prevent future conflicts and promote a collaborative work atmosphere.
4. Provide additional training or resources: If Hyeon-Ju's drop in accuracy is due to a lack of knowledge or skills, offer additional training or resources to help them improve. This could include workshops, online courses, or one-on-one mentoring sessions.
5. Recognize and reward good performance: Acknowledge and reward team members who consistently meet or exceed the hospital's expectations. This will motivate them to continue performing well and can help alleviate any feelings of resentment or unfairness.

If the conflict between Riley and Hyeon-Ju goes unresolved, it can have a negative impact on the team's overall performance, including:

• Decreased productivity: The team members may spend more time and energy on the conflict rather than focusing on their work, leading to a decrease in productivity.
• Poor communication: The conflict can create a hostile work environment, making it difficult for team members to effectively communicate and collaborate with each other.
• Low morale: The unresolved conflict can lead to low morale among the team members, which can further impact their motivation and performance.

To coach Riley, Malik, and Hyeon-Ju in handling their concerns about each other's audit results in the future, you can:

• Encourage empathy: Help the team members understand each other's perspectives and challenges. This will promote a more supportive and understanding work environment.
• Promote constructive feedback: Teach the team members how to provide feedback in a constructive and respectful manner. This will help them address any concerns without causing unnecessary conflict.
• Set realistic goals: Work with each team member to set realistic goals for their performance and provide them with the necessary support and resources to achieve those goals.
• Monitor and provide feedback: Regularly monitor the team members' performance and provide them with feedback on their progress. This will help them stay on track and address any issues that may arise.