The entire world is under a lot of pressure due to realities that need not be stated here because it's all redundant. Therefore, I understand why one who serves in the healthcare industry is under a triple dose of said pressure.
However, if a consumer walks into a healthcare facility that his/her reputable insurance company and doctors office directed her to and makes a request for a service, the last thing that he/she should experience is a hard rejection of services. Any healthcare "professional", including admin, should, at the very least, recommend an alternative option to satisfy consumer's/patron's request, even if that requires a little research on the "professionals" side of the encounter.
Alverno Laboratory, your Olympia Fields front counter staff seems to lack the basic skills of service to paying consumers. Get it together.
Just sad. Train your people. Clean house. read more