How do i deal with an employee who is not getting their work done properly?

Question

I work in a small office that provides alternative healthcare services. The office heiarchy is as follows: the boss/owner; me: office manager/ personal assistant to the boss/ receptionist/etc.... and then our new receptionist who was hired to take a majority of the receptionist work off of my hands three days a week.

She has been working with us for three months now, with the exception of a months worth of vacation she's taken. I went through the patient folders one morning conductiing a survey to find the majority of the folders created since she has been here were done incorectly. So when she came back in I told her what i found and explained again how to do it. She did and all through out made comments giving reasons to pardon her insufficies.

Toady, I find all of our reports for credit card income are incomplete and improperly done. She thinks and says she's making things "more efficient" but she's making a mess! Help!!

Answer 1

Train her properly, and test her.

You should have tested her before you let her do it.

Her saying "yes, I know how", is not a test.

Make her explain it to you so you will see where she does not understand.

Answer 2

First I'll tell you what a previous boss did with an employee, when I was an assistant mgr.
After many sessions he really wanted to keep him, but he did not straighten out. Boss called him into the office.
"Tomorrow, I do not want you to come to work. I want you to go to the employment office and sit there all day. Take your breaks and lunch. You will be paid for the day.
The next day, come back to work".

When the employee returned, he was called into the office.

"Did you go to the employment office, like I told you to do"?

"Yes, Sir".

"What did you see there"?

"Just lots of people, looking for work".

"That's what you'll be doing if you don't shape up".
It worked.

The best thing I can suggest is a long talk. Inform her that you want every piece of work, as it is completed, brought to you and approved by you with signature, before it is filed or given to anyone else.
Explain to her that this is an extra burden on you, and that when she does not perform properly and efficiently, the burden falls on you.

If you are responsible for her work, explain further that her errors are placed on your shoulders and you are held responsible.

I have always felt that when an employee fails and leaves or has to be terminated, it's no feather in my cap.
If I can develope them to be better, that is my greatest success and contribution to the company.

I later had several ADM's under me.
Three became successful in their own business. I'd like to think that I was a positive influence on them.

Answer 3

Best way to deal with it is make a written procedure and protocol report. Once this "How To" is created, present it to the employee explaining that this is how this particular procedure is to be done and if you feel necessary have that employee sign the document showing that they understand the protocol.

This will then give you or your boss grounds for write up and dismissal when the procedure is not followed. And will protect you in the event of unemployment payments.

There is no excuse for an employee to take it upon themselves to re invent the wheel unless asked to do so. This creates numerous problems in many facets of the business model that was created. In the same breath if you have no written procedure code you don't have much ground to stand on.

You have to make you business air tight against things like this and the only way to do it is with paper and protocol.

Good Luck.....

Answer 4

First off, I'm assuming you live in an at-will state. If so, you can fire someone for just about any reason under the sun. So one route would be to just let her go.

That being said, it's good business practice to cover your bases and cross your t's, etc. Especially if you're worried about discrimination issues potentially rearing up if you try to terminate her (age, sex, religion, race whatever)

Document, document, document. You should have a written record of these coaching sessions and a deadline for improvement and follow-up on progress. It needs to be clear to them that if they can't perform the job the way you want it done that they will be terminated.

If you don't want to fire her, then if you think she's making a mess of it, she needs to be told that - if you're her boss, just tell her that you appreciate the effort to improve efficiency but that you really want it done your way.

Answer 5

You've given her ample opportunity to clean up her act, and it isn't working. You need to bite the bullet and let her go.

Unfortunately, with today's work ethic, you're going have a hard time finding really good help. I know age discrimination is against the law, but in your interviews, pay special attention to the work histories of older people. You might find what you're looking for there.

The young just don't have the experience and will have to go through a number of employers before they get the clue.

Answer 6

Tell her one more time. Start looking for a replacement. In the mean time try and work through it.
Sound's like with the time she's taken off so far, you'll have plenty of good reason for lettig her go. once a good replacement has be found.

Answer 7

You already told her, now you have to tell your boss and let your manager deal with it. She sounds like she is not an asset to the company. You seem like you already given her a chance.

Answer 8

YOU TELL HER AGAIN HOW IT SHOULD BE DONE AND LET YOUR BOSS KNOW THAT YOU ARE RE-INSTRUCTING HER HOW TO DO THE WORK, AS SHE IS NOT DOING IT PROPERLY.
i WOULD LET HIM KNOW, SHE IS HAVING PROBLEMS..
I ALSO WOULD MAKE A CHEAT SHEET OF HOW TO DO.....
THAT WAY SHE HAS NO REASON TO GET IT WRONG....
I FOUND IT VERY HELPFUL TO HAVE A STEP BY STEP FOR NEW EMPLOYEES.
IF SHE STILL IS TRYING TO ALTER IT, I WOULD HAVE BY BOSS FIRE HER AND REHIRE SOMEONE WHO DOESN'T THINK THEY ARE THE BOSS....