Submitted by: Submitted by dolphins626
Views: 10
Words: 528
Pages: 3
Category: Business and Industry
Date Submitted: 04/13/2016 06:43 PM
1. The worst conversation that I have had recently was at work. I had a patient call to complain about her husband estimated portion of professional fees that are due to the physician. The patient wife stated that their deductible was met and nothing was owed to us. I tried to explain to the patient that when we called her insurance company the information that I provided to them was from the insurance company and not me. I advised them to call the insurance and provide them with the information that was provided to me. The patient wife did not want to do that and commenced to elevate with me. I think what went wrong is that I kept going back and forth with her and trying to explain that I can only give information that was given to me, but the patient wife did not want to hear that. I was getting upset because I felt like the patient wife was trying to accuse me of not knowing my job and was trying to get out of paying for her husband procedure. At this point, both of our communications skills went down the drain. We both were taking one another’s message and were giving feedback in a negative way. Although I tried to diffuse the situation with trying to let her talk with my office manager, the patient wife kept at me and I took it in and kept getting upset. The more she criticized me the more I kept going back and forth with her. One of the best things that came out of the situation is that the conversation was recorded.
2. I would improve the conversation with the patient wife if I could do all over again by, I would be a better listener and try to remain calm given the patient wife’s concern, offer a solution to her by letting her know that we could do a conference call with the insurance company so that we could get the info together first hand and questions could be asked with me on the phone. I would suggest an upward communication that I call my office manager and have her talk with her regarding their concerns. I would apologize and let her know that...