Communicating with patients is an enjoyable thing as most of them are actually very nice and polite and I can also practice speaking oral English as much as possible. It mainly focuses on appointment booking or rescheduling, herbal medicine ordering and medical insurance claiming.

As far as I'm concerned, Australian citizens could enjoy an advanced health care system and they don't have to pay a cent visiting public hospitals or community clinics holding a Medicare card. However, the above mentioned medical facilities tend to be crowded and a large number of people prefer to buy another private medical insurance as supplement to avoid waiting in line. 

A recent call I received was from a female patient who complained that she had unfortunately encountered difficulty while making a health insurance claim with her private health fund agency AHM. We've issued an official tax invoice to her with detailed treatment items as well as our provider No. valid for Medibank, to whom AHM belongs. But AHM's feedback turned out to be that our provider No. isn't registered yet... So hilarious! How could this ever happen?

After having comforted this patient for a moment, I instantly inquired her health insurance agency about this issue and provided our clinic's name, address, provider name as well as the medical association our clinic belongs to for double check. What's comforting was that after around 10 minutes' waiting in the call, the agency's customer service explained to me that although AHM is a business of Medibank, they both may not share the same provider No. for every case. Thereafter she offered me a newly created provider No. and this case was resolved eventually. 

To be honest, I felt kind of disappointed that the female patient behaved in a most indifferent way when I told her this good news. Maybe she thinks it's actually our responsibility to handle it and she'll just take it for granted. Anyway I got a great sense of achievement that I could be helpful and I'll take everything I do every seriously.