In a previous role, I encountered a patient who was upset due to a billing error. I listened carefully to their concerns, acknowledged their frustration, and explained the steps we were taking to resolve the issue. I then coordinated with our billing department to expedite the correction and kept the patient informed throughout the process. By maintaining a calm and empathetic demeanor, I was able to de-escalate the situation and ensure the patient felt heard and valued.

I prioritize tasks by first assessing the urgency and impact of each task on patient care and satisfaction. I then delegate responsibilities based on team members' strengths and current workloads. Daily huddles and regular check-ins help ensure that everyone is aligned with the priorities and that any emerging issues are addressed promptly. I also encourage open communication so that team members can voice any concerns or suggest adjustments to the workflow.

I focus on continuous training and development to keep the team updated on best practices and new technologies. Regular feedback sessions and role-playing exercises help reinforce positive behaviors and address any areas for improvement. I also foster a supportive team culture where members feel empowered to go above and beyond for patients. Recognizing and celebrating successes publicly boosts morale and reinforces the importance of excellent customer service.

When performance issues arise, I first conduct a thorough assessment to understand the root cause. I then work one-on-one with the team member to set clear expectations, provide constructive feedback, and offer resources for improvement. If necessary, I implement a performance improvement plan with measurable goals and regular check-ins. Open communication and a supportive approach are key to helping team members overcome challenges and succeed in their roles.

I use a combination of tools and techniques to stay organized, such as task management software, calendars, and to-do lists. I prioritize tasks based on deadlines and importance, and I regularly review and adjust my schedule as needed. Delegating tasks to team members when appropriate also helps manage my workload effectively. I also make it a point to take breaks and practice self-care to maintain my focus and productivity throughout the day.