Rule #1 of working a front desk: don't answer the phone. Well, you have to - but trying to avoid it is the way to go. Everytime I answer the phone, something distinguished mentally-challenged happens. Case in point: I got cursed out today by an upset patient mad that we sent her a bill. She kept saying her dental insurance covered everything by 100%, and I'm sitting there looking at her dental insurance showing 50%.
"I'm covered at 100%, I work hard for my benefits. You don't tell me what I don't have"
"Ma'am I have your insurance information on my screen. Crowns are paid for at 50%, can I transfer you to the office manager?"
"No god dammit, I have 100% coverage. I'm not paying shit"
This happens every time we send out statements. Now, imo we could do this better. Right now we just send a statement that basically says "your balance is x" with a payment envelope attached. I keep saying it would make more sense to show all the procedures, dates, and prices listed on the statement but no one listens to me. Then they laugh as I get bitched out by customers