Greetings, Miss Manners I work at a big optical clinic for a very well-liked doctor. My problem is that patients quarrel with me about the costs when I want payment.
In front of other people, several of them do it loudly in the lobby. It appears that they assume the squeaky wheel gets the grease.
I have to maintain order because I work alone. Time is not my friend when it comes to fielding calls, collecting cash, and escorting patients back for pre-testing before they are examined by the doctor. I have a lot of work to accomplish in a short period of time, and I need to keep things going or else there will be a train catastrophe.
What can I say to keep the mood positive that is courteous, succinct, and direct while maintaining a grin on my face and in my voice?
PERSONAL READER: Although you don’t want to speak poorly of the practice as a representative, you can remind the patients of what you can and cannot do to help: I’m sorry, but I don’t set the costs, but here’s what I can do to help. Presumably, this final step is directing them to a member of the billing or insurance departments.
Miss Manners understands that this will serve as a reminder that you are helpful, courteous, and helpless, but it won’t address their actual grievance, which is the cost. Thus, they might as well go.
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(Questions can be sent to Miss Manners via email at [email protected], her website at www.missmanners.com, or by mail to Miss Manners, Andrews McMeel Syndication, 1130 Walnut St., Kansas City, MO 64106.)
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