I am a new manager with just under 1 year of experience running a small Dr.'s office. I have been lucky so far in that everything has gone smoothly and run like clockwork. Unfortunately, we have had a bit of a hiccup.
Our receptionist is one of the best ones I have seen. For the sake of this forum we will call her "Angie" She knows every patient by name, loves to collect, and loves to sell the clinic and the products we offer. She is a social butterfly and the patients in this tight-knit community love her.
Both the Dr./Owner and I are in our early/mid twenties. The Angie is our parent's age and acts as a motherly figure in the clinic. For the past year I have felt very lucky to have her. And everyone in the office has gotten along great and made an awesome team.
Recently, our massage therapist (MT) decided to change her hours. It has taken a bit of work and flexibility to get a schedule that works for most of the massage clients and the massage therapist. So the last 2 weeks has been a little hairy trying to juggle people in the and this has sent Angie into a total meltdown.
Before I came to work at this clinic we had a different massage therapist working here. Problems arose between Angie and the MT here at that time to the point where the MT had constant meltdowns and eventually quit. From what I hear it was very messy.
Now, Angie is at odds with our current MT, who is very good at her job and hasn't caused any problems. Angie came in today telling me that she was no longer going to pull files or do her assigned work for the MT and threatening to quit her job saying she doesn't get paid enough "to deal with this". (*please note: Angie gets paid well for her job, takes numerous vacation days.... basically has been left unchecked during her entire employment.... a big mistake, I know) She was unable to give me any solid reasons why she feels like this or real examples of problems from the MT. All she is doing now is cutting down and alienating the RT.
I am starting to see that Angie has a harder side to her, one that she rarely shows, but one that could be very vindictive and sabotaging if you are not on her good side.
I am at a loss as to what to do. My gut tells me to get rid of Angie by pushing her to quit. She seems to be a toxic employee that has too much leverage in our clinic. However, she has worked in this clinic longer than even the current Dr. She could do a lot of harm to the clinic if we part ways and it is not on good terms.
Any advice on trying to salvage the situation? Should I bring the MT and Angie together to talk it out or is that a recipe for disaster? Should we just get rid of Angie all together? If yes, what would be the best way to go about this? As you should be able to tell I need all the personal management help I can get on this one! Thanks!