Describe a random encounter with a stranger that stuck out positively to you.
Part of my job is to talk to patients to schedule appointments, answer questions, calm nerves, ask clarifying questions, and obtain further information when necessary.
Often, when patients call in, they are anxious or frustrated, so part of my job is to descalate potentially emotional patients.
Today, I had a young man call in for scheduling. I could tell that he was nervous because despite introducing myself… I was ‘ma’am.’ But, I got him to laugh, and you could hear the tension and stress leave his voice. As we were wrapping up, he thanked me.
Another one today, I had to do a little more work to get the appointment ready for scheduling. I told the patient as much and promised to call as soon as the extra steps were done. I set the expectation that it might be all day before I could circle back. But, not this time, it was less than an hour when I was able to get back to her. And, at the end of that conversation, she was at ease and ready for her appointment.
The last one that stands out: a patient called to schedule during a specific time frame. It wasn’t a time that was readily available, so we got to connect a little bit while I was researching possibilities. What stands out for me about this one is that we’re all just trying our best, and with a little bit of grace, we can find solutions that benefit everyone.
Indomitable Bellatrix 