Question

You have a patient on the phone who is yelling at you over a bill that they received. The patient begins to cuss at you and directly attack you as an employee. What's the next step? How would you handle it?

Answer 1

To manage an irate patient on the phone, it's vital to stay calm, choose words carefully, and listen to their issues. Ask open-ended questions to understand their perspective and focus on solving the problem, seeking help from a supervisor or HR if needed.

Step-by-step explanation:

When dealing with an irate patient over the phone, it is crucial to handle the situation with professionalism and a calm demeanor. Choose your words carefully to ensure you do not exacerbate the situation. It is important to stay calm and listen to the patient's concerns with empathy to understand their perspective fully. Avoid confrontation by not insisting that you are right and they are wrong; instead, remain open and respectful throughout the exchange.

Engaging the patient with open-ended questions can provide more clarity on their position, and restating their concerns can affirm that you are listening attentively. Your focus should be on solving the problem rather than assigning blame. If, despite your best efforts, the conflict escalates or cannot be resolved, do not hesitate to seek assistance from your supervisor or the HR department, as they may offer additional support or solutions.