The Challenge CFQC was using a multistep manual process involving multiple individuals to provide services for patients and health providers. The Situation Staff members would create an electronic referral folder for each patient, which they stored on a shared network drive. Whenever CFQC received information on a patient, they would add it in the patient’s folder. They were using a manual process that required them to print out the documents for each patient and await authorization for the proposed services from the insurance company. Once CFQC received authorization from the insurance company, the staff member would determine where to enroll that patient. CFQC also needed to provide staffing for that patient and collect money for the services the patient received. The S

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