June 14, 2010

Today went ok until about 15 minutes ago.  I got an email from Arlene to call this woman about her refund check.  I am thinking, refund?  I didn't know about any refund.  She called me about 10 minutes later stating she wanted her refund for CPR family and friends class.  I said, ok fine.  the class was on 5/12 and probably called to cancel while I was on vacation and spoke to Arlene.  Not sure why Arlene didn't mention her before but I accepted her call and was enthusiastically ready to help her.  I was as upbeat as possible.  I told her what I needed from her.  I needed a W-9 form for the check request.  She refused to fill out a W-9 form.  I told her nicely that we require it.  The class was $35.00 and there was a $10.00 nonrefundable fee and she was to get $25.00.   then she wanted to know why her check was cashed after the class and that I should have known that she wasn't even in the class.  She demanded to speak to Rosanna.   I put her on hold and walked into Rosanna's office to explain calmly about what was going on.  I really hate to pawn this off on her because I like to handle my own battles and deal with this at least 2-3 times a week wit the school intern schedule (not so much now because its summer break).   I let her talk to this woman.  I then went to fill in Arlene and Sonja about this situation.   Saw Rosanna off my line and went into her office.   I have never seen her so angry in my life.  She threw her message book to the wall and screamed "GET ME A/P  NOW!!!"  apparently the husband was yelling on the phone and at the end demanded to talk to Diane.   All for $25.00 refund?  This is not a $90.00 refund that I usually give ACLS for.  I never ran out of her office so fast in my life.  I did have a # but she was on the phone with the A/P manager when I walked in and hung around sitting in her chair on the other side of her desk.   By then, Rosanna calmed down and the A/P manager told her what they will do.  We will refund her $$ without getting the CNO's signature and process it fast.  I made a copy of her check and registration form (which is definitely required).  Noticed that she wrote the check on April and the check was sent to A/P on May 20.   Went into Arlene and Sonja's office to tell them the rest and Rosanna came in and sat in their "psych" chair (everyone sits there when they need to vent).   We all talked it over and decided that it wasn't our fault and seem to think that something's up with them and their finances.  Why would they complain about doing a W-9 for a $25.00 check.   anyways,  Rosanna came into my office and gave me a huge bear hug appologizing about her temper.  It helped me as much as it helped her. 
And, a few hours ago - Bonnie came in asking me to call Clinical Engineering to get the # for the company because our LCD projector broke and we need it for orientation.  I called over at Buffalo General to inquire if they had it.  No they didn't.  They would send a tech over to look at it.  Called Bonnie back and THEN she gave me the name for over here at Millard Gates.  Why didn't she tell me this before?  She could have very easily gotten the # and not directly involve me.   I went down there to talk to them but left a note.  They will call me back with answers.   I don't get it, they ask me to call Clinical engineering but don't give me the contact name. 
Whew!  What a day.  I feel so much better writing this in my journal.  all the trials of tribulations of being a nursing education administrative assistant.  Kill the messenger, I should have been killed manytimes over..LOL!!