MockQuestions

Medical Receptionist Mock Interview

Question 22 of 30 for our Medical Receptionist Mock Interview

Medical Receptionist was updated by on April 19th, 2021. Learn more here.

Question 22 of 30

A patient insists you billed her incorrectly for services. How do you defuse this situation?

The most important thing to relay to the interviewer is that you are going to handle the situation calmly. Raising your voice to match the patient won't get you anywhere...but in trouble. Calmly listen to the patients concern, allow her to point out what she feels is wrong and ask how you can assist with the situation. Let the interviewer know that you want to take the time to pull her up in the system and verify that you have all of her insurance information correct. We are all human and her information could have been entered incorrectly at one time resulting in her being billed incorrectly. Let the interviewer know that you would consult with the appropriate staff for a second set of eyes if needed. If you realize the investigative work will take more time than expected take the patients name and number down and give them a time you will contact them with more information.

Next Question

How to Answer: A patient insists you billed her incorrectly for services. How do you defuse this situation?

Advice and answer examples written specifically for a Medical Receptionist job interview.

  • 22. A patient insists you billed her incorrectly for services. How do you defuse this situation?

      How to Answer

      The most important thing to relay to the interviewer is that you are going to handle the situation calmly. Raising your voice to match the patient won't get you anywhere...but in trouble. Calmly listen to the patients concern, allow her to point out what she feels is wrong and ask how you can assist with the situation. Let the interviewer know that you want to take the time to pull her up in the system and verify that you have all of her insurance information correct. We are all human and her information could have been entered incorrectly at one time resulting in her being billed incorrectly. Let the interviewer know that you would consult with the appropriate staff for a second set of eyes if needed. If you realize the investigative work will take more time than expected take the patients name and number down and give them a time you will contact them with more information.

      Written by Heather Douglass on April 19th, 2021

      Answer Example

      "I would ask for her ID and pull her up in our system. I would go line by line with the patient to find out the discrepancy. If we made the error I would apologize and correct it. If it was the patients misunderstanding I would explain it in detail until she was satisfied."

      Written by Heather Douglass on April 19th, 2021