Guide a payment collection discussion with a resistant urgent care patient. Simulation Details: You take on the role of a Patient Service Representative at Really Urgent Care. Your task is to conduct a payment collection discussion with Carlos Ramirez, a long-time patient experiencing financial difficulties. Begin by verifying Carlos’s identity and reviewing his account details, including outstanding balances and today’s charges. He has a $275 prior balance. Today is a $150 charge and Carlos claims a $50 overcharge from his last visit. Clearly explain the total amount owed and present approved payment options, such as full payment, partial payment, or a structured payment plan, in line with clinic policy. As Carlos expresses concerns and objections, use empathetic communication to acknowledge his feelings and maintain a respectful tone. Your goal is to negotiate a feasible payment arrangement or, if necessary, explain the next steps per clinic guidelines, all while ensuring Carlos feels heard and respected. - Engage in a real-time discussion with Carlos Ramirez. - Demonstrate empathetic and clear verbal communication. - Negotiate a payment solution that aligns with clinic policy. - Maintain professionalism and patient satisfaction throughout the conversation.