Module 5, Lesson 2
Transferring Your Billing Knowledge
Training isn't a one-time event—it's an ongoing process.
Before anyone touches the process, they observe you. Shadow on several jobs from documentation through payment.
Key: Explain your thinking out loud. Why did you take that photo? Why that wording?
Let the trainee handle tasks while you watch and guide. Start with lower-risk tasks.
Trainee handles tasks alone, but you review before work goes out. Checklists and standards guide the work.
Once quality is consistent, move to random audits. Review every third submission or randomly select jobs.
Completeness, accuracy. Use checklists. Review actual photos.
Line item selection. Xactimate categories. Start with straightforward jobs.
Formatting, attachments, professional tone. Review emails and provide feedback.
Timing, persistence. Role play phone calls. Review communications.
If trained people make mistakes, ask why.
Usually, mistakes point to system gaps, not people gaps.
Identify one billing task you handle yourself that could be delegated.
Lesson 5.3: Quality Control
Team Training
See you in the next lesson!