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Home > Audio Learning Center > Dealing with Difficult Team Members and Patients

Dealing with Difficult Team Members and Patients

Date:Wednesday, June 20, 2018
Time:12 noon to 1:00 p.m. Central Time
Course fee:SPECIAL $99 1 HR WEBINAR
Presented by: Tracy Taylor, CMC, CMIS, CMOM

Webinar/Audio Conference FAQs

Don’t allow a disruptive or demanding person control your day. Everyone wants to work in a friendly and productive environment but when you have a difficult member on your team, getting through each day can seem impossible. A variety of personality traits exist in all areas of human interaction. Learn to identify these traits and you will have an edge on how to communicate effectively with a team member or a patient with a difficult or challenging personality. This knowledge and awareness will ease the burden and help improve your professional relationships. Join Tracy Taylor for this solutions-focused hour discussion and learn to navigate challenging encounters with difficult patients and team members.

In a medical practice, you can expect to come face to face with patients that may be agitated, fearful, confused or in pain. Patients in this state can often react with a variety of heightened emotions that range from anger to extreme anxiety to depression. Those working in healthcare can sometimes become desensitized. Yet we must make it a point to respond with professionalism, patience and empathy in order to diffuse a difficult encounter. Rely on proven strategies for successfully handling frustrated, unpleasant and uncooperative patients. Remember to stay calm and understand – it’s not about you. Don’t underestimate the positive difference that interpersonal communication skills can make in these situations.

Communication is a powerful bridge for resolving all kinds of conflicts that arise when dealing with difficult people and situations. Learn tips to listen effectively and gain trust which is key to resolving the differences that lie between you and the staff or patients. When the challenging personality is a report or coworker, you must set boundaries and hold others accountable for their behaviors. Learning to manage these team members is critical as it can affect your entire team. Garner confidence for deciding when – or if – to confront someone. Attend this session and gain tips for handling the most challenging of personalities with positivity. Forge relationships that earn the respect of others. One solution will never fit every circumstance, but there is also no problem too great to be solved.

Session Highlights:

  • Learn to recognize and identify different personality traits and how to respond accordingly.
  • Learn tips on how to response with faced with a challenging situation and how to prevent it from further escalation.
  • Learn to effectively listen so that you can utilize the power of positive communication skills.
  • Learn the importance of developing clear, written Standards of Behavior for your team.

Continuing Education Units (CEUs)

PMI CEU APPROVED Earn 1 PMI CEUs for attendance at this program. Practice Management Institute grants CEUs for its certified professionals based on total number of instructional hours (1 CEU per hour of classroom instruction). CEUs may be applied to annual recertification requirements, as directed in the certification renewal requirements for your credential(s).

If you are seeking CEU credits for other certifications or organizations, please contact your organization for pre-approval and credit guidelines. A certificate of attendance will be provided.


Please read below before completing your webinar registration.

Have you heard about PMI's TOTAL ACCESS Webinar subscription program? TOTAL ACCESS puts a full library of training in the hands of your entire staff for a monthly fee of just $249. TOTAL ACCESS is the newest way to develop your own talent, without leaving the office to attend training classes. It's also the fastest way to bring both experienced and new staff up-to-date on current issues.

Sign up now and you'll receive this webinar plus the following benefits for as long as you subscribe: access codes to all upcoming live webinars and unlimited access to the TOTAL ACCESS Library, more than 300 hours of on-demand, pre-recorded training sessions on over 100 topics relevant to medical office coding, billing, compliance, management, front desk, and much more. It's a GREAT VALUE!

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About the Presenter

After starting her career with a medical billing service almost 15 years ago, Tracy Taylor transitioned to a physician practice where she quickly learned all aspects from front desk reception to back office collections and everything in between. Becoming proficient in multiple areas and gaining experience in billing, coding, patient satisfaction, credentialing and compliance she made her way into management. She currently manages two rural health clinics in northeast Texas for CHRISTUS Health.

With experience in financial management, physician and staff management, provider recruitment and onboarding as well as patient satisfaction improvement initiatives, Tracy strongly believes fostering an environment of transparency, teamwork and high staff engagement is crucial to success. Her strong work ethic, organizational and problem solving skills make her an effective communicator to lead practices and keep up with the constant changes occurring in our healthcare industry.



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