Proven Phone Skills to Defuse the Angriest Patient Fast

Length: 60 Minutes Expert: Merikay Hunt, MS
$277.00
$917.00

Calming an angry patient in person is challenging, but over the phone, it requires even more skill. Assuming your team already knows how to handle such calls is a common mistake. When an upset patient calls, your staff has only moments to deescalate the situation, or you risk losing them.

The Challenge of Angry Patient Calls

Poorly managed angry calls can hurt patient retention and increase costly staff turnover. Every team member answering the phone must be skilled in calming upset patients.

That’s where healthcare management consultant Merikay Hunt, MS, comes in. Join her for her proven phone de-escalation program. This training will equip your team with the skills to handle even the angriest callers effectively.

Merikay will share strategies such as:

  • Recognizing early signs of anger
  • Using scripts to manage difficult calls
  • Avoiding triggers that escalate anger
  • Knowing when to talk and when to listen
  • Using phrases that calm immediately
  • Escalating calls to a manager when necessary
  • Mastering empathy through active vs. reflective listening
  • Understanding the root of patient frustration
  • Distinguishing between anxiety and anger

Patient interaction is crucial. Over a third of patients would leave a practice after a poor phone experience. This training can prevent that.

To resolve angry calls, your team needs a balance of listening, empathy, kindness, and firmness. The skills learned in Merikay’s training will lead to happier patients and a more effective team. Register for this 60-minute online session and prepare your practice for these crucial interactions.

Access Over 200 Expert-Led Online Trainings with an Annual Subscription!

Learn More >>

Live & 24/7 on-demand learning for everyone at your location.

Meet Your Expert

Merikay Hunt
MSFounder and President, Coach Mkay Companies, LLC

Merikay Hunt is the Founder and President of MKay Companies, LLC, a healthcare consulting firm. She has over 25 years of experience in healthcare management, customer service, communications, and professional coaching. Merikay has helped hundreds of US dental and medical practices by providing executive coaching, team development, and elevated patient and employee communications. She has delivered over 1000 customized programs to various organizations over her career.

Merikay began her career at a dentistry practice as a Dental Assistant, Receptionist, and Office Manager. She was then the Director of Patient and Family Experience for High Point Regional Health System.  During her work experiences, Merikay expanded and refined her communication and training skills and knew she could utilize her abilities to help practices across the United States. Initially, Merikay worked as a healthcare consultant with HCI – EBS, Inc. in Greensboro, NC, and then, in 2007, she launched her own healthcare consulting business, MKay Companies, LLC.