In this situation, what is the most appropriate action for the insurance clerk to take?

Question

ACTION ONE
Laura should communicate with the patient by matching his tone. She should insist that he stop yelling at her, and advise him that, since he received the physician’s services, he is required to pay for them.
ACTION TWO
Laura should calmly ask the patient to lower his voice and suggest that he sit down so that she can explore the problem with him.
ACTION THREE
Laura should quietly ask the patient to follow her to an adjacent private room, and then she should get the office manager to resolve the problem.

Answer 1

ACTION THREE
Laura should quietly ask the patient to follow her to an adjacent private room, and then she should get the office manager to resolve the problem.
FOR THE PATIENT
The patient feels as if he’s been listened to, taken seriously, and treated very well, especially in light of how agitated he’d become. The patient ends up recommending the practice to his friends, relatives, acquaintances, and coworkers.
FOR THE PRACTICE
The practice not only retains the patient, but gains several other patients as well due to the patient’s referrals.
FOR THE EMPLOYEE
The supervisor documents the entire incident in the insurance clerk’s employee
record. It reflects so well on the clerk that her chances for promotion are greatly increased, and it opens up the possibility of the clerk accepting a wider variety of positions in the practice, particularly positions involving patient contact.