1.4. WHAT'S OLD IS NEW OR "WE CAN" DOESN'T MEAN "WE SHOULD"

I used to be responsible for claims training at a managed healthcare company. We did nothing revolutionary, at least from a training perspective. New employees attended four to six weeks of classroom training, during which they learned, in no particular order, policies, processes, systems, tools, phone etiquette, and many other things intended to render them minimally competent to accurately process a simple claim. It wasn't rocket science, but we worked hard to design programs that were useful, effective, and reasonably interesting. Above all else, we worked extremely hard to make sure that the programs were accurate and provided complete novices with what they needed to be successful ...

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