KEEP YOUR COOL!
Never let them see you sweat!
Always remain calm and polite regardless of the situation. It really does not matter if the patient is right or wrong. If you become upset, the situation will only get worse. Take a deep breath, slowly let it out, and turn on the charm!
Yes, you know it’s not your fault that the patient’s insurance did not pay, but do not spend time arguing about it with an upset person. Look for some common ground. Use benefit statements, and show some empathy so the patient knows that you care. There is a always a solution, try meeting each other half way.
Be a good listener and the patient will appreciate it, and you will find that they will be more willing to work with you on finding a mutal solution. It takes patience, but you CAN do it!
We cannot learn real patience and tolerance from a guru or a friend. They can be practiced only when we come in contact with someone who creates unpleasant experiences. According to Shantideva, enemies are really good for us as we can learn a lot from them and build our inner strength.””
The Dalai Lama