Tracy Works in the Billing and Coding Department of a Busy

question 27

Multiple Choice

Tracy works in the billing and coding department of a busy outpatient clinic. She receives a phone call from an irate patient who claims he was overcharged by $246.73 for a recent procedure. Tracy could not immediately find the patient's record, so she followed the problem-solving steps and implemented what she considered to be the best solution: tell the patient that she would look into it and call the patient back. The patient becomes even angrier, saying that he "will not stand for being put off like that." What should Tracy do now?

• A) Tell the patient she cannot help him and hang up the phone.
• B) Place the patient on hold for 30 minutes while she looks up the records.
• C) Repeat the steps of the problem-solving process to find another solution.
• D) Report to her supervisor that a patient is verbally abusing her.
• E) Tell the patient she will adjust his account because "the patient is always right."

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Definitions:

Developing the Capacity

The process of enhancing individual or organizational ability and potential for performance and productivity.

Authentic Leadership

A leadership style that is genuine and transparent, encouraging leaders to be true to themselves and their values.

Right

Conceptual framework surrounding moral, legal, or social principles that designate what individuals are entitled to.

Authentic Leadership

A form of leadership that emphasizes genuine leadership identity, moral perspective, and openness, fostering trust.