u/Massive_Bite_372

I’ve been working as a virtual patient coordinator for almost 7 years now. i’ve mastered the art of patient care with the companies and clinics i’ve worked with (hellorache, golean, etc). it was very natural for me to keep my tone warm, polite, and would always adjust my pace depending on the patient. i even get reviews, tons of it, saying it’s a pleasure talking to me. honestly, i believed i was really good at this.

but yesterday was the first time i got hit with insults that went way below the belt. a prospect new patient told me: “i don’t care how you’re going to make it possible, but it’s your job, and you are paid, so make every dollar count, and if not for patients like me, your family will go hungry.”

i was shaken... literally blank stare on my monitor for couple secs until my clinic manager had to step in, and i offered to transfer the call. less than 5 minutes later, another call came in.... it was the same patient, angrier than before, overflowing with hateful words, even wishing me and my family dead. my manager intervened again and told me to step away from the phones to breathe. that’s when i broke down, I was sobbing like a child.

i’ve been yelled at before, sure. but never this much hate from someone i barely know, someone i was being nothing but polite and warm to. i can’t believe there are people like that… especially considering this was just about an appointment for dental prophylaxis. it’s not like a life‑or‑death situation that should make someone that frustrated.

good thing my manager was there, and i guess i’ve matured enough to recover. but to be honest, for a minute i felt like the lowest life form that ever existed.

I’ve been working as a virtual patient coordinator for almost 7 years now. i’ve mastered the art of patient care with the companies and clinics i’ve worked with (hellorache, golean, etc). it was very natural for me to keep my tone warm, polite, and would always adjust my pace depending on the patient. i even get reviews, tons of it, saying it’s a pleasure talking to me. honestly, i believed i was really good at this.

but yesterday was the first time i got hit with insults that went way below the belt. a prospect new patient told me: “i don’t care how you’re going to make it possible, but it’s your job, and you are paid, so make every dollar count, and if not for patients like me, your family will go hungry.”

i was shaken... literally blank stare on my monitor for couple secs until my clinic manager had to step in, and i offered to transfer the call. less than 5 minutes later, another call came in.... it was the same patient, angrier than before, overflowing with hateful words, even wishing me and my family dead. my manager intervened again and told me to step away from the phones to breathe. that’s when i broke down, I was sobbing like a child.

i’ve been yelled at before, sure. but never this much hate from someone i barely know, someone i was being nothing but polite and warm to. i can’t believe there are people like that… especially considering this was just about an appointment for dental prophylaxis. it’s not like a life‑or‑death situation that should make someone that frustrated.

good thing my manager was there, and i guess i’ve matured enough to recover. but to be honest, for a minute i felt like the lowest life form that ever existed.