I know this isn't what you want to hear, but ...Be as nice as you possibly can be. The old "you catch more flies with honey' thing is really true. Don't get me wrong; you should stay on point and follow up every detail if you feel you need to, but be "that really nice lady", rather than "that *itch who keeps driving me nuts". Having worked in a doc's office, I can tell you that the receptionists/ medical records persons perception of you is critical in getting what you want. Good luck!
