I am a medical receptionist at an outpatient mental health clinic who has had my fair share of angry and upset callers. First, I would acknowledge how they are feeling and apologize if necessary. Depending on why they are angry, I would redirect them to someone who can help (usually the billing team, if the person is angry about the bill) or provide outside referrals (I work at a mental health clinic in an impacted area with more patients than available mental health providers - especially those who see children/teens AND accept insurance)!