Route a patient billing complaint using role clarity and ownership.
The escalation A patient disputes a balance at checkout while the provider is behind schedule. Without a route, the patient repeats the story to three people and the team still has no owner. Role clarity Capture -> Owner -> Follow-up The first responder captures the concern, routes it to the accountable owner, and gives the patient a clear follow-up time. Ping-pong Everyone explains a piece One owner, one note, one promised response. Role clarity reduces duplicated effort and protects trust. 01 Capture 02 Route 03 Close Step 1 Mr. Sato says the $214 balance is wrong.
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