Question

Lewis is a billing specialist working for Dr. Finch, a family practice physician. He receives a call from a disgruntled patient who says he has been billed twice for a copay he made at the time of his office visit. Lewis is polite and tries to placate the patient, who is irate. He looks at the patient’s file, realizes the patient is correct, and apologizes, promising to correct the error that day. The patient promptly hangs up without another word. After the call, Lewis corrects the error. Later that day, still upset about the interaction, he complains about the patient by name to a co-worker. Did Lewis handle this situation properly?

Answer 1

Answer:

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