I ended up calling a patient regarding a bill recently and she vented on how frustrated she was that she keeps getting this bill, she doesn't owe it, it was a coding problem, she's talked to several different people in the department and I just told her I was going to take ownership of her account and get to the bottom of it and do all the legwork for her and contact the different departments within billing and try to resolve that for her. She was very upset when she first started speaking with me but in the end she said she felt like I'm the only one that really cared about her account and her problem and I just told her I've been there before, it can be very frustrating, I sympathized with her and I did get to the bottom of it and I called her back and she was very happy and her bill ended up being retracted, zero balance. So that's my most recent experience but I've had many, many more in the past when I was working face to face with customers and the elderly and people that are very sick in pain because it was medical equipment.