In Need Of Appointing A New Coworker

| Working | December 11, 2013

(I work at a healthcare call center that does appointments for doctors. One of my coworkers is notorious, as the patients she deals with tend to have a lot of scheduling errors. She always insists that the patient or doctor screwed up. I have been recently promoted to a supervisor. One of my jobs is listening to a recording of one of her calls that got flagged.)

Coworker: “Hello, ma’am. What can I do for you?”

Patient: “I remember you. I called you yesterday to cancel a hip surgery that I never scheduled with Dr [Name].”

Coworker: “Well, that can’t be. I see your appointment right here. Are you sure you didn’t leave a message at the doctor’s office by mistake?”

Patient: *annoyed* “NO. I spoke to YOU directly. You swore that you would fix the doctor’s mistake. In fact, it was the third time I called to cancel the appointment and you were the one I talked to all three times. Now, can you please transfer me to someone who can fix this?”

Coworker: *very nasty* “Listen up, you old bat. Just admit you had a bout of dementia and called the wrong place. I’m not going to sit here and listen to a bunch of stupid accusations.”

(My coworker hangs up, which we’re specifically instructed not to do unless the patient is belligerent and incredibly rude. Curious, I call the patient and she is able to provide me the dates and hours she called previously. I am able to find recordings of the previous calls. They all have my coworker promising the patient that everything would be taken care of and she had nothing to worry about since it was the doctor’s mistake. Luckily, part of my promotion meant I could report her directly to management. She was fired within a week when it was discovered this was hardly the first case!)

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