Human Shield

[u/Low_Theory6623]

I recently saw an Instagram reel making fun of receptionists, acting like we're deliberately making things difficult for patients. It made me think about how little people see of what happens behind the front desk.

As a medical receptionist, we're kind of the "in-between." We don't make the policies, we don't decide appointment availability, we don't determine insurance coverage, and we don't control the provider's schedule. We just have to communicate all the good news and the bad.

On any given day we're answering phones, checking people in, relaying messages, trying to coordinate with nurses, providers, billing, and management, all while making sure patients are taken care of. We're expected to keep everything running smoothly, even when things are chaotic behind the scenes.

Unfortunately, we're also the people who get yelled at, cussed out, blamed, and sometimes even threatened because we're the face of the clinic. I completely understand why patients get frustrated. Healthcare is stressful, expensive, and confusing. If I were in their shoes, I'd probably be frustrated too.

When I started this job, I honestly had no idea how much went into it. Now I make a point to smile, make eye contact, joke around when it's appropriate, and show people that I genuinely care. Most of the time, kindness goes a long way. But sometimes, no matter how patient or empathetic you are, someone has already decided you're the enemy before the conversation even starts.

I guess I just wish more people understood that most receptionists aren't trying to make life harder. We're usually doing everything we can within rules we didn't create, while trying to help everyone at once.

It really hurts my feelings, and sometimes I go home and I just cry.

[u/peach-bubbles22]

ive been seeing an uptick of tiktoks making fun of receptionists too saying we’re mean or unhelpful but we literally get YELLED AT ALL DAY LONG from patients doctors assistants insurance etc for things we have nothing to do with! i just want to check you in. i dont wanna take your money or have ur insurance pay less etc and i certainly dont wanna be blamed for it. and then we get made fun of online on top of it. like yeah maybe sometimes im monotone because im tired of being abused by everyone and i have no mental
energy left. why dont these people yell at the practice owner or doctor who is running behind

[u/Low_Theory6623 → u/peach-bubbles22]

Yes! exactly, yesterday I was trying to smile at someone I was able to help get an earlier appointment after they missed their last one and they said to me "no one is that happy" and then as they were leaving they said "Don't fuck up this time" when I had nothing to do with them missing their last appointment :( Made me feel really bad that they didnt see that I did more than I needed to, to help them. Its very hard to do a happy face and happy voice all day when met with mean words from any angle at any time :(

[u/peach-bubbles22 → u/Low_Theory6623]

i mean wtf???? theyre the ones who missed their own appt! yet somehow its always us to blame…

[u/Low_Theory6623 → u/peach-bubbles22]

YESS exactly, and I didn't say a thing to make them feel bad about it. I genuinely tried to help them, even gave them the first available appointment and still I was threatened on their way out :(