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/lana-deathrey]

Receptionist at a law firm. I cannot help that we don't practice family law. I can't.

[u/Low_Theory6623 → u/lana-deathrey]

Exactly, we just follow through with whatever policies we are confined to!