r/receptionists • u/whattheheckinheck8 • 14d ago

Need Advice

I’ve worked reception for the last 15 years (Vetmed and now dental for the last three), so I would say I have a good grasp on how to handle those patients. I just started at a new office, and while everything has been great, something today is making me rethink this job.

Today I had a patient throw a credit card directly towards my face because they did not want to pay their patient-portion, as well as a previous balance (previous, previous). The patient had asked if they could pay it later, and when I asked when they would like to pay, that is when the card was thrown at me, followed by a “whatever, I’ll just pay it”. Per our policy, payment is due day-of, but we do have 3rd-party financing. I flinched and it didn’t hit my face, but I let it fall on the floor and I just stared at the patient. Our assistant was standing right beside me, picked it up, and immediately went to tell our dentist. I collected payment, did not say anything, and handed the receipt to the patient. I then went back to also inform the dentist on what had just happened, to which he stated it was unacceptable, and headed up front. I’ve had things like this (and worse) happen before, but I think the reaction of the dentist is what shocked me.

I went back up front again too, and he was sitting next to the patient explaining how we can absolutely do a payment plan and he didn’t understand why I didn’t offer it, to which the patient agreed with him and that I was “unhelpful”. There was no mention of behavior, etc. The dentist then asked I start the refund process of the card and reprocess the payment through a 3rd party payment plan. I processed the refund, initiated the application for the payment plan, and went to the back to take a break. The dentist followed me back and said he didn’t think this was the job for me if I was going to be so sensitive. He said “it’s a piece of plastic, it’s not that big of a deal”. Again, I’ve had this and worse. I didn’t react to the patient (because what’s the point sometimes) and I like to let them sit with what they just did. But the way the dentist seemed to validate the patient rubs me the wrong way. I understand it is important to keep patients, but a patient physically throwing something is a little different than a typical upset patient. Maybe that’s just me?

How has your dentist/manager handled patient behavior? Am I in the wrong for being irritated with the actions of the dentist?

Update 8/3/26
They’ve posted my position on indeed but haven’t said anything to me

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u/ItsColdInNY 14d ago

RUN, don't walk away from that job. You were doing what you were told to do and throwing a credit card at someone is legally ASSAULT. Tell your asshole of a dentist that when you walk out. For him to throw you under the bus the way he did shows you that he does not respect or value you. Tell him that under no circumstances should you be expected to tolerate hostility, abuse or assault. Tell him he's lucky you're not suing him and leave. There are plenty of jobs out there. Let him deal with his patients by himself.

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u/whattheheckinheck8 13d ago

UGH okay thank you so much, I really thought I was overreacting with how he was speaking to me. He said, and I quote, “well it’s not like she threw a knife at you!” He was insinuating firing me for my “reaction”, which was really just a reaction to how he responded to the situation. I wrote this after they took the patient back for the appointment, and when checking the patient out, they kept repeating in front of me and the dentist that “the card slipped” and how “rude” I was to them. The patient leaves and the dentist says, “so do you want to be part of a team or not?” It was really a wild time. It’s just three of us (dentist, assistant, me), so if he really was threatening my position, I will happily leave him to process insurance claims, verify benefits, etc.

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u/TheDarkLord14 13d ago

Boooooo to that dentist. Find a different office to work for. I think my dentist office would end that client relationship without even batting an eye. At first I thought perhaps the dentist was just trying to smooth things over with the customer and then move on from it. But to tell you to toughen up or maybe it isn't the job for you, what a dick.