As a part of your responsibilities, you are answering the phones for the day.

As a part of your responsibilities, you are answering the phones for the day.  A patient calls and beings yelling at you about an EOB that she has received that denied her claim as being “not medically necessary.”  It will be important that you attempt to listen to the facts the patient is giving.  How would you handle this situation?

***The course is Medical Office Procedure******