Most of your entry-level employees were hired with little work experience. They are a good group, as they are hardworking and want to learn. Unfortunately, they do not have all the skills needed to perform their jobs. This has resulted in breaches of privacy, subpoenas not arriving in court on time, health records being wrongly assessed, and deficiencies assigned to the wrong physician. Their frustration level is high, which sometimes manifests in rudeness to the customers.

1. Develop a training plan for the following HIM functional area:

Reception and customer service

2. Include the specific topics to be covered, the amount of time that you plan to devote to training, and how you will cover their responsibilities during the training. You include a two (2) sentence description of each topic on the training plan.

3. Describe responsibility coverage during the training session.