Unit 7 11 unread reply.11 reply. Cleo is the HIM department administrative assistant at a large medical center. She works M-F 8 a.m. to 4:30 p.m. She has been going through some personal issues and over the past three months, the assistant director has received no less than five complaints from patients, physicians and co-workers that she is rude, curt, lazy, and difficult to work with. Cleo is the first person anyone comes in contact with when needing to conduct business with the HIM department. Up until these past several months, Cleo was very welcoming - genuinely liked by everyone. Her previous performance appraisals have reflected ratings of "good" and "above average" in all areas, including her demeanor, her work ethic, productivity, and quality of her work. Not only has it become an issue with how she is dealing with others, but also there has been a noticeable number of errors and late work over the past six weeks or so. Phil, the assistant director, and Cleo's direct supervisor did attempt to speak with Cleo on three occasions - asking if something was wrong, if she had been growing bored with her job, and the like. Phil heard the rumors