In a previous role, I encountered a patient who was extremely upset due to a long wait time. I first listened to their concerns, acknowledged their frustration, and then explained the reasons behind the delay. I offered them a complimentary beverage and ensured they were moved to the front of the line. By showing empathy and taking immediate action, I was able to de-escalate the situation and maintain a positive patient experience.

I prioritize tasks by assessing the urgency and impact on patient care. For example, I would address a patient's immediate medical needs before handling administrative tasks. I also use a task management system to track and allocate time efficiently, ensuring that all responsibilities are met without compromising service quality.

I believe in clear, concise, and compassionate communication. I encourage staff to use plain language when explaining medical procedures to patients, avoiding jargon. Regular team meetings and training sessions help ensure everyone is on the same page. Additionally, I provide feedback mechanisms, such as patient surveys, to continuously improve communication practices.

During staffing shortages, I first assess the impact on patient care and then redistribute tasks among available staff. I also cross-train team members to ensure backup coverage. In cases of unexpected absences, I communicate with patients to manage their expectations and, if necessary, reschedule appointments to maintain service quality.

In my previous role, I implemented a patient satisfaction survey program that provided valuable insights into areas needing improvement. Based on feedback, we introduced more flexible appointment scheduling and improved the clarity of pre-visit instructions. These initiatives led to a 15% increase in patient satisfaction scores and a more positive overall patient experience.