Not A Word

Receptionist: Are you furlop?
Me: What?
Receptionist: Are you furlop or new patient?
Me: What is a furlop?
Receptionist: Furlop is returning patient to the doctor.
Me: Well, why not just say that since 'furlop' isn't a word.
Receptionist: We use furlop. So are you furlop?
Me: No, I'm a returning patient.