Cathy Pinegar The Billing Manager position was new to PHC in 2017. After several months of observing and settling into the position, it was evident that we needed better training for new staff, whether that be temporary or regular FTE. I made a significant effort to learn the various postions on a high level and requested the help of the billing staff to outline the various workflows they encounter during their day and cataloging those into binders for each position. This proved to be very effective and is expected to help minimize turnover in the department by having the correct tools/education for job performance. Throughout the process, it helped me to identify the strong leaders of the group and we now have a Billing Representative II in place to facilitate training in the department and provide additional direction. Staff members do not always have to wait for my direction as they now have a subject matter expert to turn to when I am not available and questions arise.