Medical office managers are often the go-between for patients and providers. How would you handle an angry patient who refuses to speak to anyone but the physician regarding a complaint?

Having to diffuse tense situations in a medical office usually begins with the medical office manager. The interviewer wants to know that you are prepared to take an administrative role in resolving unexpected issues that may arise. Share how you would address an angry patient. Remember to be firm, but compassionate.

"Often patients who are upset or dissatisfied do come in and ask to speak directly to the physician. When this happens, I always invite the patient into my office for privacy and try to get to the root of the problem. Being in my office provides a place where the patient does not feel like everyone is listening to him or watching what is going on. Of course, I always try to talk to the patient and see if there is a way I can resolve the issue without disrupting the physician's schedule of attending to other patients. If, however, the patient is still demanding, I will present the issue to the attending physician and ask if he is available to talk with the patient or make an appointment for him to consult with the patient."