Tales of an Underpaid Scheduler: Episode 1
Working in customer service can be a struggle and people all over are aware of that difficult people exist. Videos go viral daily of “Karens” making the world a difficult place.
Sadly, outpatient scheduling is no different. You find yourself wondering “is it a full moon?” But the answer is always the same: nope, just another day in scheduling.
On today’s episode: mammograms.
pt: Hi, I'm calling to schedule a mammogram.
me: And is it a screening or diagnostic?
pt: Yes.
me: No, which one is it. A screening mammogram or a diagnostic mammogram?
pt: I already told you, yes.
me: I don’t think you understand. There are two different kinds of mammograms and I need to know which one I am scheduling you for. Which one does your order say, screening or diagnostic?
pt: No, I don’t think you are understanding me. I already answered your question.
me: It’s not a yes or no response. I think there is some sort of disconnect. Please read to me what your order says, if it is a screening or diagnostic mammogram.
pt: Yes!
me: I’m sorry ma’am, but I cannot move forward with scheduling without that information. Please read to me what your order says.
pt: m-a-m-m-o-g-r-a-m. I already told you.
me: