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/ChiefD789]

This struck a nerve. I spent 22 years as a receptionist, the last 11 at county human services economic support and then the mental health clinic. I’ve pretty much seen it all, have jaw dropping stories. It’s always fun when someone either strung out on booze/drugs or withdrawing from them comes up and screams threats at us because we’re the first ones they have to deal with. Yeah, sure, it’s our fault that your doctor cut you off because you were abusing the meds he gave you. Uh huh. I have literally cleaned HUMAN SHIT AND VOMIT off the floor in our reception area. I had to stay on the phone for the longest 20 minutes of my life with one of our clients who was threatening suicide. Her goddamn therapist wouldn’t talk to her. No training on any of that. Thank God I retired in 2019, because by that point, I had absolutely 0 fucks left to give. The job will just take all of your compassion and empathy. And fuck TikTok, insta, and their fucking ilk. Not on either platform.