Do you ever have days where you try your hardest and it seems like everyone is against you....
I can't imagine why you'd come to a hospital for a scheduled test and fail to bring your insurance cards, ID, and orders?
I had this customer who came in for a test here's how it went:
Me: Go ahead and sign in, may I see your orders?
SC:Uh I left it at home.
Me: Ok let me see if your Dr's office sent us a copy..*looks in several files* Ok it's going a few minutes because I'll have to get your Dr's office on the phone.
SC:Well I don't have all day to wait.
Me:Ok, do you have your insurance cards and ID?
SC:No, they're in the car
Me:I do need your cards, do you think you could go get them (we always have to try to get the cards or we get bitched at)
SC:Well I have been here and you have it in the computer, but if I have to go outside and have a stroke from the heat then I guess I'll have to. *stomps*
Normally I'd let her go, because acting like a child won't get you anywhere. You'd be surprised how being nice might prompt me to overlook it. So I tell her ok, don't worrk about it...
Me: What kind of insurance do you have?
SC: Medicaid..
Great, I have to look this up since it's hospital policy.
Me: Go ahead and have a seat, you'll be called when your order arrives.
She stomps off. I start off on the quest to get her order. It seems that every Doctor's office goes to lunch from 12:00-2 so it being about 1:30 I can't get anyone on the phone.. I start on the Medicaid search.
I eventually pull her up, and notice that she has a wellcare cmo (division of Medicaid) and I have to run this too. So I'm taking time out of helping patients because I'm in the middle of this on the phone.
The idiot woman comes up and opens my window (something I find a bit rude) and asks me if I'm ever going to get her order. I tell her that I don't have an answer at the office. She again reminds me that she doesn’t have all day.
After finally getting all of her insurance straitened out, printed and verified, I try to get an order. I've alredy handed over the window to another co-worker all the while trying to track down this order. We are now at 2 registrars instead of 3 and the wait is starting to pile up.
I called the office for what seemed like the 100th time and I finally get someone. The receptionist transferred me to a phone mail, I don't have time for this. I hang up and call the office back, tell the receptionist what is going on and she says I'll have to hold for a nurse... ok. I hold, and I hold......and I hold. While I was on hold the woman came up and started talking to my co-worker and was complaining about how long it too *me* to get her order and again how she can't wait all day. My co-worker knows what's going on here so she doesn’t entertain the woman’s complaints and quickly finds something else to do.
Still on hold....holding...holding......Finally a nurse comes on and asks me what I need. I explained the situation to her and she barks at me about how she gave the woman the order and she will have to go back and look at her chart and get the diagnosis.
It seems that I can't win here....
The nurse comes back, and tries to give me a verbal. I can't take a verbal, so I ask her to please fax it. She sighs hard and says,"I'm getting tired of having to fax YOU orders over there". I told her that the patient was the one that had caused this, not me. So I sit at the fax machine and wait. Anyone who knows anything about faxes knows that if you sit and wait for a fax, it will never come.
I called the woman over to the window to update her, she frowned and said,” It’s about time you finally did something, you've wasted a whole hour of my time."
So I sit and wait...and wait... and wait. I called back the office after 15 minutes and the receptionist assured me it was coming... I wait... and wait...
Here comes the fax, YEA!!! It comes off the fax and I quickly snatch it it and realize.. it's not my order.. damn it.
So I wait and wait some more.. the fax then starts to go off. I picked up the order and it was mine. I looked to check for codes and a Dr's signature but it didn't have a test marked. I know what you're thinking, "well just mark the damn test on there!!". I can't, legally I can't do anything to that order and I got caught.. well we know what would happen.
I call back and explained to the receptionist what was wrong, she fetched the nurse who was really upset now. I told her that I can't do it if she'd please help me I'd be ever so grateful. She did, the fax came immediately (finally something is going right!)
I called the woman back and registered her. She started on about having to wait so long, which is unfortunately bad for me because my boss's office is right behind my cubicle. She overhears the woman's complaints and comes to help. The woman begun her story and told my boss that I was standing around for an hour instead of helping her. My boss didn't believe her but she didn't come out and say that. She explained how it was the Dr's office that was causing the hold up and the woman believed her. I started registering her, I ask her mailing address, and she barks that nothings changed. I explained her that we need to make sure things were correct in the system. Turns out that she's moved, broken up with her next of kin contact and has a different job... typical.
So I got rid of the woman.. I felt relieved... not. My boss comes up to me and starts hassling me because it took a while and if that woman fills out a patient satisfaction survey....bla bla bla. She's telling me how to deal with the situation step by step which was what I just finished doing. She looks at me and says,"oh", and walks away.
You know, a nice "Thank you, Jen" is all that I really needed to hear.
I can't imagine why you'd come to a hospital for a scheduled test and fail to bring your insurance cards, ID, and orders?
I had this customer who came in for a test here's how it went:
Me: Go ahead and sign in, may I see your orders?
SC:Uh I left it at home.
Me: Ok let me see if your Dr's office sent us a copy..*looks in several files* Ok it's going a few minutes because I'll have to get your Dr's office on the phone.
SC:Well I don't have all day to wait.
Me:Ok, do you have your insurance cards and ID?
SC:No, they're in the car
Me:I do need your cards, do you think you could go get them (we always have to try to get the cards or we get bitched at)
SC:Well I have been here and you have it in the computer, but if I have to go outside and have a stroke from the heat then I guess I'll have to. *stomps*
Normally I'd let her go, because acting like a child won't get you anywhere. You'd be surprised how being nice might prompt me to overlook it. So I tell her ok, don't worrk about it...
Me: What kind of insurance do you have?
SC: Medicaid..
Great, I have to look this up since it's hospital policy.
Me: Go ahead and have a seat, you'll be called when your order arrives.
She stomps off. I start off on the quest to get her order. It seems that every Doctor's office goes to lunch from 12:00-2 so it being about 1:30 I can't get anyone on the phone.. I start on the Medicaid search.
I eventually pull her up, and notice that she has a wellcare cmo (division of Medicaid) and I have to run this too. So I'm taking time out of helping patients because I'm in the middle of this on the phone.
The idiot woman comes up and opens my window (something I find a bit rude) and asks me if I'm ever going to get her order. I tell her that I don't have an answer at the office. She again reminds me that she doesn’t have all day.
After finally getting all of her insurance straitened out, printed and verified, I try to get an order. I've alredy handed over the window to another co-worker all the while trying to track down this order. We are now at 2 registrars instead of 3 and the wait is starting to pile up.
I called the office for what seemed like the 100th time and I finally get someone. The receptionist transferred me to a phone mail, I don't have time for this. I hang up and call the office back, tell the receptionist what is going on and she says I'll have to hold for a nurse... ok. I hold, and I hold......and I hold. While I was on hold the woman came up and started talking to my co-worker and was complaining about how long it too *me* to get her order and again how she can't wait all day. My co-worker knows what's going on here so she doesn’t entertain the woman’s complaints and quickly finds something else to do.
Still on hold....holding...holding......Finally a nurse comes on and asks me what I need. I explained the situation to her and she barks at me about how she gave the woman the order and she will have to go back and look at her chart and get the diagnosis.
It seems that I can't win here....
The nurse comes back, and tries to give me a verbal. I can't take a verbal, so I ask her to please fax it. She sighs hard and says,"I'm getting tired of having to fax YOU orders over there". I told her that the patient was the one that had caused this, not me. So I sit at the fax machine and wait. Anyone who knows anything about faxes knows that if you sit and wait for a fax, it will never come.
I called the woman over to the window to update her, she frowned and said,” It’s about time you finally did something, you've wasted a whole hour of my time."
So I sit and wait...and wait... and wait. I called back the office after 15 minutes and the receptionist assured me it was coming... I wait... and wait...
Here comes the fax, YEA!!! It comes off the fax and I quickly snatch it it and realize.. it's not my order.. damn it.
So I wait and wait some more.. the fax then starts to go off. I picked up the order and it was mine. I looked to check for codes and a Dr's signature but it didn't have a test marked. I know what you're thinking, "well just mark the damn test on there!!". I can't, legally I can't do anything to that order and I got caught.. well we know what would happen.
I call back and explained to the receptionist what was wrong, she fetched the nurse who was really upset now. I told her that I can't do it if she'd please help me I'd be ever so grateful. She did, the fax came immediately (finally something is going right!)
I called the woman back and registered her. She started on about having to wait so long, which is unfortunately bad for me because my boss's office is right behind my cubicle. She overhears the woman's complaints and comes to help. The woman begun her story and told my boss that I was standing around for an hour instead of helping her. My boss didn't believe her but she didn't come out and say that. She explained how it was the Dr's office that was causing the hold up and the woman believed her. I started registering her, I ask her mailing address, and she barks that nothings changed. I explained her that we need to make sure things were correct in the system. Turns out that she's moved, broken up with her next of kin contact and has a different job... typical.
So I got rid of the woman.. I felt relieved... not. My boss comes up to me and starts hassling me because it took a while and if that woman fills out a patient satisfaction survey....bla bla bla. She's telling me how to deal with the situation step by step which was what I just finished doing. She looks at me and says,"oh", and walks away.
You know, a nice "Thank you, Jen" is all that I really needed to hear.
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