Pain Mgmt. Receptionist Called Me a "PILL ADDICT."

Hello everyone. I invite all feedback on the following frustrating situation. I have studied customer relationship management extensively thus I understand that working as a receptionist can be a thankless job. I make a concerted effort to be kind to office staff. Despite my being congenial to the receptionist at my Pain Management Doctor’s office I am having a terrible problem with Kareena. I went to one of the office locations recently and she called me a “Pill Addict.”

Previously I took issue with her consistently hanging up on me and being insolent. I have never had a perturbation with a receptionist in my life therefore I complained to my Doctor. I thought that would be the end of it.

When I walked in for my next appointment she got up, walked away and said to the other receptionist that she “Was not dealing with me today.” I of course told my doctor. Our next encounter, following my 2nd complaint is when I went to a location where they were only answering phones to pick up some information. I didn’t address her and sought help from the other receptionist, Leslie. Kareena confronted me and said, “Is there something you want to say to me?” I told her that she should consider a different job because she wasn’t very good at customer service. Things escalated quickly, she insulted me again and again…I asked her if she even graduated high school, she confirmed and said she even graduated from college, to which I replied, “You’ve done real well for yourself.” Kareena said, so have you, you are a “Pill Addict.” Of course I am embarrassed by my behavior and for insulting her, but I can only be mistreated and baited by a person for so long before I defend myself. If she calls me that in front of another receptionist, what else is she saying about me and to whom else?

As much as it pains me to admit it, this ordeal is occupying my thoughts more than it should. I relayed all this truthfully to the doctor and she actually asked if I wanted to be referred elsewhere! She said “They expect their patients to respect their staff.” Kareena also told the doctor that she never confronted me but she tried to apologize and never called me a pill addict and the other receptionist Leslie lied for her. I am incredulous and just so frustrated by these lies and not being believed by my doctor.

Of course, everyone will think, “Take your business elsewhere!” But I don’t feel I should be the one that is run out of there and am standing on principle. Also, my deductible with them is met; I no longer have to pay out of pocket. The Doctor is very accommodating and I trust her. I now have to email the office manager and wait 24 hours to confirm an appointment and am only able to go to one of the three locations. I’m not sure if Kareena has broken any laws (HIPPA, slander or defamation) because she conveniently said this to me when the office was closed and the only other witness lied for her. However, every patient in the waiting room talks about how rude she is. The reviews on all the medical sites reference the rude office staff so I know she is offensive to others and that the Doctors are aware of it.

What would you all do? Any further suggestions as to where I can take this complaint because I suspect they are going to release me as a patient? Also, any suggestions for pain management Doctors in the Northern Virginia area that take Medicare?

Thank you for listening.

I hope my letter of woe finds you all well today.

Best,
HR