1 What Just Happened? By Zulma M. Berrios It is the end of a busy Thursday at the office. Denise, the office manager, storms into Dr. Thomas's office, clearly upset. Denise relates to Dr. Thomas that she received a voice mail from Garnet, the billing and collections specialist, who has given an ultimatum: either remove her from handling Dr. Blandon's claims or she would resign. Denise retrieves Garnet's voice message for Dr. Thomas to hear. "I don't want to work for Dr. Blandon. Don't make me be in charge of his claims and collections! Nobody told me I had to work for him. He does not understand what I'm doing; this is too much. What is he expecting? I'm okay with Dr. Thomas and Dr. Williams's accounts, but you either outsource Dr. Blandon's accounts, or I'll resign." The office is a single specialty practice managed by two physicians (Drs. Thomas and Williams). Most of the office staff, including Denise and Garnet, have been working together at the practice for over 10 years. Garnet is one of the most valuable employees. The practice enjoys an average of 30 days A/R cycle and a 90% collections rate, mainly because of