Question

a medical administrative assistant is checking in a patient when the assistant realizes that the patient does not have an appointment scheduled. when informed of this, the patient becomes angry and demands to be seen by the provider. which of the following actions should the assistant take? focus on the fact that the patient is not on todays schedule. apologize to the patient about the mistake and attempt to redirect the patient. tell the patient there have been a lot of emergencies today so there is no possible way to fit them in. disregard the patients concerns and explain it was someone elses fault.

Explanation:

In customer - facing medical administrative roles, empathy and redirection are key. Apologizing shows understanding, and redirecting helps manage the situation. Focusing solely on the lack of appointment or blaming others can escalate the issue, and denying the patient without trying to help is unprofessional.

Answer:

Apologize to the patient about the mistake and attempt to redirect the patient.