How to Answer: 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?
Advice and answer examples written specifically for a Medical Manager job interview.
28. 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?
How to Answer
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.
Written by Darby Faubion on December 11th, 2018
Entry Level
"If a patient were demanding to see a physician, I would first invite her into my office or an unoccupied room for privacy. I will tell her I would like to help her resolve the situation and ask her to share her concerns. If the patient shares what is wrong and it is within my power to resolve the issue, I will do so. If the issue is something that needs to be addressed by the physician or if she refuses to speak to me, I will ask the physician when he can take some time to see the patient and help resolve the issue. Good customer service should be a priority for everyone in healthcare."
Written by Darby Faubion on December 11th, 2018
Answer Example
"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."
Written by Darby Faubion on December 11th, 2018