Laura....ring up pretending to be Bex.....dare ya!
unfortunately Bex, you will need to push them, remind the secretary that just because she has a gap in her administration skill level and obvoiusly has missed a few courses on people skills it doesnt mean that your life has to be put on hold and that you have to endure weeks of pain because she cannot get her job done properly.
Perhaps you could ask her if she understands that by being a medical secretary she would probably be dealing with seriously ill people and would probably need to learn a little more compassion?
Unfortunately we get caught up by the morons sometimes, we just have to get through the scum to get to the clean water sometimes
