talesfromcallcenters: You don't even know your own procedure
I was handling a call from a mother in regards to her infant son. She told me he had been seen at one clinic but they decided to change to a different clinic in our system that specialized in pediatrics. She said she wanted to change his primary care provider to the doctor he had been seen at the new clinic. Fair enough. I do a cursory check of my procedure and see nothing against it and change it.
Then I get to scheduling. The provider I just assigned him doesn’t have any appointments and my directions are pretty clear to transfer to the clinic if that’s the case. So I call them up only to get yelled at by a bitchy nurse (BN).
Me: Hi, this is UmbraCelestia from the contact center. I have this patient’s mother on the line and she asked to change his primary care provider to Dr. XYZ as he had been seen by her last week but there are currently no appointments for her.
BN: you changed his PCP? You can’t do that!
Me: [Thinking she thought I didn’t have the physical permissions in the system to change that field] Yeah I can.
BN: No! You’re not supposed to do that! Our procedures say you can’t change the patient’s PCP in our clinic! Why did you change that?
Me: uh, your procedure doesn’t say that at all actually.
BN: Yes it does! It says it clear as day. Just schedule the patient with a resident. Can you handle that instruction!
Me: (thinking: really?) I’ll schedule her.
I pulled my supervisor over after the call and had him look too. Nowhere in the entire procedure did it say not to change the primary care provider. This lady didn’t know what the fuck she was talking about. You’d better believe I reported her bitchy ass.