Being a Trainer
Saturday, Aug. 24, 2002
9:37 a.m.
Being a trainer:
Sometimes, it feels rather strange NOT being a worker bee anymore. Now, I am responsible, either on my own or in committee, for making decisions for other folks. And not just for one or two folks, but for 20, 30, 40 people at a time. I often feel like an ambassador between people like Frank (benefit plan specialist) and Kathy (Claims Review Nurse) and the examiners & CSR's. I have had to interpret Frank/Kathy/whoever decisions and put them into terms for Claims & Customer Service--the only thing they want to know is, "How does this affect me?" New benefit policies from Frank equals new workflow policies from me. So I always have to think of the "big picture," which often requires tracking people down & getting their input, which can often be frustrating! I hate when folks don't call me back in a timely manner! Do they realize how their tardiness is impacting 40 people??? ARGH!!!!
I've also turned into SUCH an advocate for CSR's, Examiners, & (as always) Adjusters (I was previously an Adjuster, as was Jackie...we stand up for them!). And I'll tell you, the only people who care about Adjusters are Adjusters! (This actually came out of my mouth when I was talking to an Adjuster from our sister company in Arkansas.) Anyway, these worker bees need advocates when having to deal with uppper management. And I'm in a nice, non-threatening (& non-threatened, for me)position to do this.
So, anyway, I have had my CSR trainees for 4 days now. It's weird how they look up to me, as the super-all-knowing trainer! I'm younger than all of them, I'm not as far along in life...they all have kids & 1 actually has a grandson! But they ask me medical questions & I know the answers! In fact, yesterday, I told them what lithotripsy is! Yay! Go, smart me! On Thursday, I had 15 minutes left & I didn't want to embark on the next section, which was complicated & snarly, so I told them to read over the materials we had covered that day. AND THEY DID!!! I was just amazed!!! If I were learning from me, I'd sit there & chitchat. But, no, they actually READ!!! I'm the one in charge & they're following that! SCARY!!!!
So, I'm feeling strangely grown-up these days. Hmmmm...
Miss One?
Moving On - Wednesday, Sept. 05, 2007
I remembered my password - Friday, Jul. 20, 2007
I need someone - Thursday, Apr. 20, 2006
I miss him - Tuesday, Apr. 18, 2006
Possibly the worst weekend of my life? - Sunday, Apr. 16, 2006
