Dysfunctional workplace
I’ve worked for a hospital pharmacy for about 18 months doing payment reconciliation. My job is essentially matching insurance payments, EFTs, checks, adjustments, etc. against the bank and posting them correctly.
Two weeks before our Epic go-live, my boss quit.
I was sent to the wrong Epic training (hospital billing instead of pharmacy), passed those classes, then we went live. Since day one I’ve been asking one question:
How do we reconcile checks and EFTs that contain both legacy-system claims and Epic claims?
Nobody can answer.
Accounting says they don’t know the systems. Epic says talk to leadership. Leadership says get more Epic training. My director is overwhelmed. My former boss is gone.
On June 23, leadership held a meeting because I kept asking these questions. The meeting included our Corporate Controller, Senior Accountant, and two upper management leaders. I left the meeting without an answer to the workflow questions I’d been asking since June 8. I was essentially told to investigate historical balances, continue posting, and develop my own process after Epic training.
Meanwhile, accounting is telling me to:
investigate historical account balances that predate my employment,
fix legacy Insurance Holding balances before fiscal year end,
and post everything by June 30.
The problem is there is no documented workflow for handling mixed-system payments. I even attached a $92,000 EFT to leadership and asked them to walk me through exactly how they wanted it handled because it contains claims from both systems. Nobody has been been able to answer.
Even another experienced employee who has worked here for years is asking me the same questions because neither of us knows the approved process.
This feels way above my role. I’m one reconciliation specialist who’s been here 18 months, yet I feel like I’m being expected to figure out an organization-wide workflow during a major software transition while also being held responsible for historical issues that existed before I was hired.
Am I crazy for thinking this is an implementation and management problem rather than something one employee should be expected to solve? Or is this normal during an Epic transition?
Sorry for the lengthy post, i shortened it as much as I could.