By far the worst kinds of people that question if *you* are doing your job, but don’t want to even try to help themselves at all.
This stupid woman, called my office Thursday, twice mind you, (call dropped the first time and had to gall to complain I didn’t call her back, fuck you, be thankful I didn’t unplug my shit when I saw you pop up on my software) to complain about her referral not getting to her Oncologist because she has an appointment tomorrow, fine. Ask for her name and DOB, REFUSES to give me her # and address so I can open her account so I offer our patient advocacy line, she declines says she wants to speak with someone NOW as its urgent. Then offer to take her complaint; same thing. Now I’m at a loss. Because wtf else do you want?
Reach out to my managers via teams to try and get guidance and they’re not available because of course they are and this bitch wants to ask a million questions. “Well what are you doing?” “Whats your plan of action?” “Don’t you have a call flow for this?” “isn’t there anyone else who can help you?” Like I’m fucking stupid. At this point I’m going “above and beyond” just because *YOU* don’t like the answer you’re getting. I should have told you kick rocks when my managers weren’t available.
In summary, she sent an email to the clinic, launched a complaint about the clinic, and then she tried to state that the office wouldn’t answer her calls (doubt it), and wanted to speak with someone because “she was also out of options”, but chose to make the call rep’s time as frustrating as possible. *THANKFULLY* the practice manager was available after a bit of this back and forth. And the kicker? Literally 20 min before she called me, she spoke with the practice manager. Sorry you didn’t get a call back, but tbh, why did you schedule an appointment if your referral didn’t go through.
Why do all the dickheads call and make things worse for themselves. Honestly need to get better about asserting myself with “No, that’s the end of the line” but I get anxious and shaky that I’ll get fired for it.