The Angry Phone Call – 5 De-Escalation Techniques
“My insurance should cover it!”
“That’s not what I remember being told!”
“Do you know how to do your job?!”
We’ve all received that high-stress phone call from a patient. How do we provide excellent customer service in these situations?
As office managers, we need quite a toolbag to choose from to retain customers, set an appropriate example and office atmosphere while maintaining absolute professionalism and empathy with our patients. One of our best tools is utilizing de-escalation techniques.
De-escalation techniques are calming strategies used to decrease intense conflicts. They require active listening with an intent to offer a solution. Often these types of patients have blinders on, which can make it difficult, but not impossible, to have a genuine and effective conversation.
Following are five de-escalation techniques to use as an office manager and to share with your team.
1. Listen and Be Non-Judgemental
Listening should be focused and intentional.
After you’ve taken a deep breath and reminded yourself to not take any complaints personally, really listen to the patient. An automatic benefit to becoming a pro at listening is patience. You are able to pay attention not only to the problem, but how it is told, the use of language and tone of voice—all things that will clarify the root of their issue.
Ask follow-up questions and repeat back their concerns.
Actively listening, even over the phone, is helpful and requires a generous amount of empathy to facilitate clear understanding and communication. Focus on what is being said without letting your mind pre-plan a response.
Always wait for the patient to pause before asking questions or offering a response. Interrupting the patient mid-complaint will only escalate the conflict.
2. Utilize Supportive Phrases
To demonstrate to the patient you have been paying attention, occasionally use words and phrases such as: “very good”, “yes”, “indeed”, or “I’m hearing that you___.”
Use their name whenever you can. This indicates to the patient that you have been listening and often reassures them that they can trust you with their concern which increases their belief that you are capable of handling their issue.
“I understand you aren’t happy. What changes would you suggest?”
“It must have been surprising to see that.”
“I appreciate the time you’ve taken to explain your concerns to me.”
3. Apologies Go a Long Way
Apologizing to the patient, while it may feel unwarranted, quickly de-escalates situations. Sincerity in your tone will help the patient feel more heard and understood.
Combining the apology with the patient complaint is crucial, but, it must also be followed with a question or solution: “I’m sorry, Jane, that the insurance company’s pre-determination did not guarantee full 80% coverage as you were quoted. If you have that pre-determination in front of you and the billing statement from the office, I’d be happy to break it down with you.”
Or, “I’m sorry, Jane, that the insurance company’s predetermination did not guarantee full 80% coverage as you were quoted. Did you happen to look over the notes your insurance company listed on the explanation of benefits? That will give us a clearer understanding.”
4. Neutral Tone – Don’t Take it Personally
It’s hard not to take it personally when a patient’s tone is intensely escalated on the phone.
Just remember, it’s not about you. You did not do this to the patient and matching their heightened energy will only spiral the conversation. Keeping a neutral and helpful tone is key in de-escalation.
Take a deep breath, state the facts, and never promise a solution you cannot deliver.
While you are here to help, remember to never allow a patient to be vulgar or demeaning to you or a team member.
In the event of this, offer the following option: “Mrs. Jones, I’d like to help resolve this issue for you, but I do ask for respect while trying to do so. Would you like me to call you back in ten minutes so we can have a mutually respectful conversation?”
5. Keep Your Own Positive Thoughts & Be Confident
Remember, the patient called you to help resolve an issue. The more confident you are in your responses, the more the patient will respect your answers and eventual resolution. You are an educated professional, able to have a conversation and not an argument.
Lead by example with these patients on the phone as well.
If, after utilizing these de-escalation techniques, the patient’s emotions are still high and intense, it’s okay to call for backup. Maybe there is a specific team member who can best communicate with the patient about their specific issue.
Your ability to apply de-escalation techniques and to act with a high level of professionalism will contribute to successful solutions that will make you and your team proud.
