Sadly, I have to agree with Katie T. (the most recent post since this one). The excellent doctors aren't enough to excuse the horrible staff at the reception desk when you come in. Where do they find these people, and why are they so nasty? The last several times I have come in I got treated rudely by NASTY staff who are annoyed that you are even in the room. Don't dare try to talk to them because you are "interrupting their paperwork" and they hate that! Just sign in and sit down!
Management needs to raise the bar for how customers are treated at the front lines. If you can't be friendly then don't work with customers!
My story: Upon signing in the receptionist "Kim" tried to charge the wrong amount for my visit upfront - she brought it up not me. I told her it was only a $25 copay because I have PPO and this is my primary doctor. She argued with me until I showed her my insurance card, she looked at it and angrily gave it back to me and corrected the charge to $25, and quickly tried to usher me away to sit down (because she was embarrassed, but she did not apologize). She then blamed it on what she read from the computer and said it was the insurance company's fault for the data she read. I asked if they had my card on file, she said yes- (but somehow she didn't read it). The customer at the other window next to me leaned over and said "you have to watch yourself here, they screw up and charge people the wrong amount all the time, last time it happened to me". So then I thought maybe the employee doesn't know how to read the screen. So to double check I called my insurance and asked them if they were displaying the wrong information for the doctor's office to read, and they immediately knew what the mistake was-- the employee was reading the information wrong on the screen--and they pinpointed the problem to a specific code number, and even asked to talk to the receptionist to help show her how to read it properly so that she doesn't mistakenly charge the wrong amount to people in the future! The receptionist tried to not take the phone and said she was too busy and needed to help other patients and I should please have a seat, but I insisted that she take the call because I am trying to help her to avoid this mistake in the future, (and there were no other customers in the room). She took my cell phone and snapped at the kind insurance person who was on the phone and said "yep! I don't need your help thanks!" and she hung up on the lady --while she was still talking and handed my phone back to me and shut the sliding glass window in my face! Like that little glass window will make me go away now!!!! I asked for an office manager and was told "she's off today, please have a seat".
When I was finally brought back for my checkup I tried to again ask for somebody in charge, but the nurse tried to cover for them and gave excuses for how they treated me. Saying it's probably not their fault.
Finally a head nurse, acting as manager came in to hear my story and apologize for the rudeness of their staff. She agreed there was no excuse for them treating customers like this. I really appreciated that effort, but it was WAY too hard to get this outcome! This was the last straw putting up with being treated like Sh** when I am the patient, and patients pay the bills for this place!
I told them this will be my last visit since they can't seem to manage customer service here! I was asked not to post about this and to please let it "blow off" -- but it's happened too many times to me and other people as well. There is no urgency to take care of this. So morally this needs to be shared because nobody should be treated like this! I hope this message shocks the business management into paying closer attention and to take a more active role in managing the attitude of their staff- both new and seasoned - and put customers back to the highest priority, not at the bottom below paperwork! I came home and found a new doctor and will read customer reviews carefully from now on! I feel bad for the good doctors that work here because they should not be grouped in with this review... but you can't see them without first going through this horrible experience. They are the best part of the practice. I hope they learn to get an office manager who can get their sh** together upfront -- monitor employee attitudes and listen for trends in customer complaints, take it seriously. Too many mistakes here especially with money. As a corporate manager myself -- your employees will only behave the way that you ALLOW them to behave. No excuses. Another lost customer. read more
