Question

a medical administrative assistant is speaking with a patient who becomes upset about the deductible amount due. the patient yells that their policy does not have a deductible and that they must write off the amount because the patient does not have the money to pay for it. which of the following actions should the assistant take?
loudly inform the patient that they need to stop yelling at them.
calmly tell the patient that a manager will evaluate the situation and speak with the patient.
firmly tell the patient that these are the rules and the amount must be paid.
walk away from the situation.

Explanation:

In a customer - service (medical administrative assistant - patient) context, remaining calm and involving a manager to handle a difficult situation is appropriate. Telling the patient to stop yelling may escalate the situation, firmly stating rules without further help may not resolve the patient's concern, and walking away is unprofessional.

Answer:

Calmly tell the patient that a manager will evaluate the situation and speak with the patient.