Dealing with patient complaints and issues about the service they are receiving are part and parcel of medical receptionist job. Being at the front line of the practice, they are the first person whom patients will approach to vent out their anger or frustration. In order to deal with these situations in a professional and positive manner, the medical receptionist training manual should contain standard operation procedures that will serve as a guide to ensure that the situation is addressed properly. If the receptionist is unable to address the problem at their level, they should never let the person walk away with an “I don’t know”. The best way to deal with something that you don’t know is to tell the person “let me find out” or direct him to someone who can.
