DENTAL-PRACTICE-MANAGEMENT6 MIN READ
Handle the surprise-bill complaint by interests, not positions
Use interests, options, and objective criteria to respond to a patient complaint about an unexpected balance.
The complaint A patient disputes a $410 balance in front of two waiting patients. The public setting raises emotion and makes position-taking more likely. Principled negotiation Person, interests, options, criteria Treat the complaint as a shared problem to understand, not a contest to win. Defend Insurance changed it, not us A path forward without public arguing Interests and criteria keep the conversation from becoming a blame contest. 01 Move 02 Review 03 Offer Step 1 The patient is upset at the front desk.
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