I've had to handle angry or frustrated customers in all my previous roles. In my current position, I usually encounter patients who were overwhelmed by the medical terminology on the bills or understanding their insurance coverage. In these situations, I always make sure to remain calm and professional, but still actively listening to the patient. I try to understand where they're coming from so that I can address their needs in a compassionate manner. My goal is always to provide them with satisfactory solution and leave them feeling heard and supported. Thank you.