Clinical Medical Assistant Certification Exam Practice Question
An angry patient calls the medical office after he received a bill and he wants to talk to the physician. Which of the following Is the most appropriate response?
Correct Answer: E
Rationale: Remaining calm and asking the patient to explain the problem fosters effective communication and demonstrates empathy. This approach allows the patient to express their concerns, which can help de-escalate the situation.
Option A, asking him to call back, dismisses his feelings and may increase frustration. Option B, forwarding the call to the office manager, may seem evasive and does not address the patient's immediate concerns. Option C, notifying the Insurance clerk, delays resolution and can leave the patient feeling unheard. Option D, placing him on hold, is unprofessional and may exacerbate the patient's anger.
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