Now that I've got my foot out the door, I'm noticing problems more but also caring much less about them.
My conversation with my boss's friend (at exactly 7:58pm, we close at 8pm, and her appointment was at 11am):
"Hi, I'm calling to pay for my appointment."
"Okay, great. Is this for __?"
"Yes. Can you tell me everything on my bill?"
"Sure. A, b, c, d, e."
"Why are d and e on there? I paid for those three weeks ago."
"Okay, let me double check that." *double checking invoice history* "No, you didn't pay for those two items so they rolled over to today's bill."
"Well, you
need to take that off because that's
not right. I know I paid for that."
"I don't have the authority to remove charges from your bill if you've already taken home and used the medication."
"I'm getting really frustrated! You need to understand that Dr X is a really good friend of mine and I'm a
very good client. I'm sitting here really late at 8 at night trying to pay my stupid bill and now I can't. Do you understand? You need to
fix this. I am
not paying that bill with those charges on it."
"I'll email you a copy of your invoice. If you have a problem, you can discuss with Dr X tomorrow when she's in the office. Bye!"
Somehow it was our fault that she never paid her last bill and called right at closing to check out for an appointment that occurred hours before. Of course, like everyone, she played the "I'm friends with the Dr so I can get away with murder" card. And you know what? This is not the first time she's done this, and she
always gets away with it in the end, because my boss ends up removing charges to keep her happy. Well, that's just not my problem anymore!
Also, about half of our clients know my boss outside of the vet world in some way and get discounts and accommodations left and right. "Oh, their son used to babysit my neighbor's kid! Delete that exam fee!" This happens daily in some form or another. Then they get very upset when another doctor is on shift and they get charged normally. I'm so, so happy I won't have to be stuck in the middle of this anymore once I leave.
I was close to letting out all my pent-up frustration the other day. My boss zeroed out multiple charges on a guy's bill (not family/friend, just some rando who always complains) and discounted the rest without him even asking. When I charged him out I told him what we zeroed and discounted and he said "Now
that's a bit more reasonable."
Another story from today, a bit more funny. A lady was very upset that we couldn't find her records in our system. It went like this:
"I can't believe it, I know I'm a client there!"
"Are you sure it was this hospital? There are a few others in the same town that people confuse with us all the time."
"It was definitely
this hospital!"
"Okay, when was the last time you brought your pets in?"
"Oh, I can't remember. They're seven years old now. They were spayed here."
"Were they spayed when they were kittens?"
"Yes!"
"And they're seven years old now?"
"Yes!"
"I'm sorry, but we didn't exist seven years ago. This hospital only opened three years ago."
*awkward pause* "Well, then, I guess they're three years old."
She just COULD NOT admit she was wrong...