My assigned task was to call patients a few days before a scheduled surgery. I would ask them some standard questions and record their answers on a form, which would then be entered into their medical records. Even though I always explained that I was "just a volunteer" calling to get some basic information, some patients would still ask me questions. Some people would get angry when I explained that I was not qualified to answer their questions but could find someone who was. Others were friendly, polite, and appreciative. I often had to think quickly in order to respond appropriately, professionally, and respectfully to various questions and statements. I was able to be helpful by efficiently finding an appropriate staff member (e.g., a translator, a doctor, a billing person, etc.) who would be able to address a specific concern or answer a specific question.
Some of the other volunteers in the office thought "cold calling" was stressful and unnerving, but I was happy to have the opportunity to practice talking to people in a professional, considerate, efficient manner, even when they were angry or scared or confused or emotional. Although it was often challenging, it was rewarding to know that I could remain calm and be compassionate when patients got angry or yelled or behaved strangely. I found the experience of volunteering in an ED in an urban hospital to be similarly challenging and rewarding, but I probably learned more in the admitting office than in the ED. As a volunteer in the ED, I always expected patients and their family members to be at their worst (they were experiencing an emergency situation), and I could prepare myself. Volunteering in the admitting office was different in the sense that I never could know what to expect before I made a call. Also, because I look young but sound relatively old on the phone, I think patients were more likely to try to engage me in a serious conversation on the phone than face-to-face. In many ways, the admitting volunteer position was more challenging and provided more opportunities to develop and practice skills than the ED position.
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