I have a question for the Mom's out there......... read below?

Question

How come Mom's get angry with me? I work as a Centralized Scheduler for a Children's Hospital.

Most of the time if I don't have an Appointment that week or (Day) I get cursed at, yelled at the whole nine. When I attempt to explain this is what you need to do to have your child seen that soon they don't even want to hear it. These Dr.s are Specialist not Family Dr.'s

It's just give me what I want, who cares what the Dr.'s you schedule for tell you.

So what do you suggest to make this process easier, I want thier children to be seen just as bad as they do but I have to follow rules you know. Any suggestions will be helpful.

Answer 1

Dear Water Oasis,

Two things come to mind. As a centralized scheduler, you need to have and utilize A Number ONE customer service skills. Record yourself in one of those heated exchanges. Find ways that u could of handled a situation differently. Using more friendly, compassionate manners. Don't get me wrong, it may have nothing to do with u but in the off chance u doing something to instigate their blow up. Unintentional but it could even be the words your using that set them blowing up on you.

Second- Children's hospital u have wound up parents who are frantic for diagnosis and treatment. Many feel they have to assert themselves on behalf of children who may not be able to speak for themselves, alot of parents are screamers. Your customer service skills are critical in controlling the conversation and defusing the hot spots. It's exhausting what u r doing, cause it's one of the most critical in the hospital. Compassion, compassion and even greater understanding for imagining walking in their shoes. And if u ever think u understand? As having been there, done that u don't. It's like when some PHD or MD says to a parent who child died... I know how u feel... unless they have buried their child, they are clueless. No two people handle nor understand grief exactly the same. You are their only hope of quick, life saving link to a HOPE that a physican or staff has the answer to cure their children.

I applaude u for having one of the toughest jobs in the world.

Answer 2

Because most moms these days are not happy unless it fits into their schedule. They want you to break your neck to get their child in when it works for them. If they aren't happy with it, then they should go to the ER, if it is that important. People these days are too wrapped up in their life to have any regard as to how others feel, or work with others. They should just be concerned that they are getting the best medical care and the health of their children. Maybe you need to tell them that there are other people that have been patient, and you are doing your job. If they are in that big of a rush, they need to go elsewhere. Now if they don't have an appointment and it is something serious, then tell them that you will call them when you have an opening, or get them in at the most convenient time. Good luck! :)

Answer 3

there is no way to rationalize with a mother that is trying to get her sick child help. I'm a mom and I know what you're saying and most of the time I'd try to schedule in advance, but if my daughter got sick enough to see a specialist, getting an appointment the very minute I asked for one wouldn't even be soon enough. You just have to understand how mothers are when it comes to the well-being of their children. The only thing I can tell you is to not take it personally and if they demand reasons why they can't get an appointment right away, calmly explain to them that you are full and you will do you best to get them in as soon as humanly possible. It is not your fault, but it is something you will have to learn to deal with. eventually it will go in one ear and out the other and will no longer bother you.

Answer 4

I used to work in a Neurology specialist office....it isn't just mom's, trust me. It is ANYBODY, and they want in now. Here is the deal, you can't please everybody. If their situation is an emergency, ( i know all mothers think their situation is a dire emergency) but a true honest to goodness emergency, their physician can usually call and speak to someone to get the appointment moved up. I know that's how our office worked. BUT only if it was a true emergency. I would suggest telling them that if they feel it is an emergency, then they need to contact their referring doctor and have them call, or place them on a cancellation list. (if you offer one, but most of the time you will find when you call them for a cancellation that same day, they will not pull their child out of school. Yeah, true emergency there) Other than that, tell them that's the best you can offer. They will have to wait, or they can try to call around. Only to find it is like that at every specialist!! Good luck!!! But it will never change

Answer 5

I worked at an HMO for a few years in the appointment scheduling department. Here's what I learned: Let them talk. They're going to feel stupid after ranting for a few minutes. Give short answers like when they say "Don't you have anything sooner?" You say "No." I used to say "I'm sorry, I don't." To which they would reply "No you're not sorry because you're not getting me in!" Try to stay calm and collected...I know it's hard. As a mom, I understand that it takes a while for a specialist to see my kid, and I"m patient about it. But people can be very nasty to someone who is just trying to do their job. GOod luck

Answer 6

Well as a mother I can totally see were these mothers are coming from. If you are working for a specialist then these children must have something wrong with them and as a mother if something was wrong with my babies I would get upset if I couldn't get an appointment with the doc since there are open spaces available. I call this instinct a momma bear reaction. think about it if your baby was sick and needed to see the specialist wouldn't you want to be seen like yesterday? They are just worried about their children and want answers asap. Please just be kind and patient with them and they will eventually calm down and understand that there are rules and regulations that you must follow to keep your job. I can see both sides so I would say to kill them with kindness.

Answer 7

try telling them that while you do understand how they feel you have to follow the rules and sometimes when it comes to our child's health moms can be emotional OK not sometimes all the time and its not personal and some of the moms can be so stressed and tired of dealing with a sick child that they tend to for a lack of a better term " Emotionally Vomit " on the people around them or in your case on the other end of the phone and its best to just listen and tell them that you can give them the earliest available appoint that you have or explain what they need to do to get in sooner and maybe you should tell your supervisor of the problems and ask how to deal with an upset person who is yelling and cussing at you me personally id hang up and before doing so tell them when they are calm to call me

Answer 8

when u work with the public thats ussually what happens. if u work with specialists and that means an operation or something serious is coming out of this. thats highly stressful for the parents.
i find that people do not read nor understand their health insurance policies. if they did they would know that they need to be seen by their medical dr and get a refferel to see the specialist.
my advice is for u not to take it personally and try to be a bit more sympathetic. i am a mom and i know that if my son were sick/injured i would want to see someone asap. u really have to be a parent to understand. it hurts me to see my child in pain. your doing the right thing in telling them what they need to do.

i work at a childrens hospital, surgery dept. mom's get mad at me when i tell them they have a $500 copay. one mom complained to the patient relations office that i was rude to her. i was not rude to her she just didn't like that she had a $500 copay.
alot of the mom's that i see are so preoccupied with the operation that they come in absent minded and asking me a bilion questions about the surgery and i am not even a surgeion or nurse.

Answer 9

you're 18, have a activity. legally, you ought to be waiting to get your person place. you are the right age to sign a lease without co-signer. the question turns into.... ought to you progression out? in case your interest will hide your costs (lease, utilities, foodstuff, outfits, delivery to artwork, AND daycare) with money leftover for any incidental and unpredicted activities, then in keeping with possibility it's time to flow out on your person. that stated, attempt to no longer burn the bridge that finally ends up on your mom. she's the toddler's grandma & your mom. you're able to sometime want her. so in case you declare your independence, achieve this gracefully & save the peace. if that's no longer conceivable, then do what you're able to desire to do. merely ensure you're extremely waiting. communicate on your mom. locate out why she would not choose for you on your person. is it using fact she thinks you're no longer waiting? might she omit you & your daughter? is it a below honorable reason? no clue out here. purely you could decide. weigh your strategies & then do regardless of is the final answer.

Answer 10

Suggest that you make an appointment so they have a space reserved. Also tell them you can leave a message for the doctor to review the length of time and give a call back if necessary.