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At this point, I was exasperated. I placed him on hold and took a deep breath -- and to my surprise, saw my supervisor return from lunch. I asked her to come over, explained to her why there were 10 calls in the queue, and she took the call off my hands.
An hour later, she came back to my desk with red cheeks and almost-red eyes. She told me not to worry and that he was all set. She then proceeded to listen to the recorded call -- and brought HR into the mix.
As it turned out, the help desk call that I'd been involved with was just one in a pile of complaints filed against the doctor. He ended up being fired from the organization for gross misconduct, negligence, and abuse that he dished out to the staff. He lost his license due to a sexual harassment case a patient filed against him. Ironically enough, the patient who sued him was my supervisor's cousin. What a small world.