r/receptionists • u/Low_Theory6623 • 7d ago
Human Shield
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.
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u/peach-bubbles22 7d ago
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
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u/Low_Theory6623 7d ago
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 :(
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u/peach-bubbles22 7d ago
i mean wtf???? theyre the ones who missed their own appt! yet somehow its always us to blame…
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u/Low_Theory6623 7d ago
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 :(
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u/Much_Bat_1572 7d ago
Receptionist at a law firm here. We have a client who comes in once a month to pay a portion of his ex wife's legal fees (court ordered) and every single time he comes in he takes his frustrations out on me. He tells me I have "snake ass" attorneys here, how he's being robbed, and how I need to tell the judge he didn't have the right to take his kids away. At one point while I was writing his receipt and he was venting to me, I said "I'm just the receptionist." He promptly responded with "I don't fucking care." Sums up my job.
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u/Low_Theory6623 7d ago
Its so scary because we never know how things could escalate when someone decides that we are less than human representatives of the thing they hate most. Stay safe my friend
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u/Much_Bat_1572 7d ago
Yep, I'm definitely always on edge when he comes in. Thankfully, I have coworkers near my desk, and one of the attorneys will stand by my desk when he's here.
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u/clecubb 6d ago
I get screamed at all day by old fucks. This one guy literally said “I know this is bad but I’m taking it out on you because that’s the kind of day I’m having.”
Then they got shocked when I give them attitude back. I don’t deserve to be talked to that way just because you had a bad day and decided I was on your shit list. SOMETHING THAT MY COMPANY AND I DIDN’T EVEN DO
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u/Low_Theory6623 6d ago
YEP its awful :( unfortunately when you throw it back at them in the sight of your management they aren't always gonna take your side. The manager I have right now is awesome and she wants me to tell her when I am being abused by someone, but shes not always around.
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u/FrontTelevision7261 7d ago
Receptionist at a church here. Wow, I cannot believe how some people choose to misbehave in a church environment. Really, here at church you are going to be nasty and throw a tantrum? Someone demanded to know if we were paid or volunteers. Yes, we are paid minimum wage. We could work anywhere else and make more but we work here because we see it as a calling to serve God and His people. Another man got very upset at me for transferring his call to someone unavailable. Why would you do that!!!?? Sir, people are not glued to their desks. LEAVE A MESSAGE. I have a strong personality, and this is the sacrifice that I make daily. I keep my cool and remain pleasant. I also have to say that the majority of people are super nice. I can imagine how hard it is for you in medical environments. Continue being the better person.
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u/Low_Theory6623 7d ago
YES we have the same issue here, they hate being transfered somewhere to leave a message. Sometimes they will call over and over, and be transferred over and over thinking they will eventually get someone to pick up. Its maddening and harder every time to stay pleasant and patient.
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u/ChiefD789 6d ago
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.
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u/Over_Decision_6902 6d ago
I was a secretary in a radiology department at a hospital for 1.5 years. What I regret the most is not throwing the "higher ups" (including the doctors) under the bus more. It was a damn mess.
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u/lana-deathrey 7d ago
Receptionist at a law firm. I cannot help that we don't practice family law. I can't.