Imagine you are working as a front desk manager for a large medical practice. Your office policy involves collecting a patient’s co-pay prior to their office visit. One of your patients does

I imagine you are working as a front desk manager for a large medical practice. Your office policy involves collecting a patient’s co-pay prior to their office visit. One of your patients does not want to make their copayment, and becomes angry, raises their voice, and threatens to walk out and tell everyone they know that your practice only cares about the money. As the front desk manager, what would you do to calm the patient? As the front desk manager, what Could you say that would make this situation worse? What personality characteristics do you have as I could improve his situation?

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