I LOVE Dr. Cole and the PA, Nikki Dean, but am sick and tired of the extremely condescending…read moreattitude of Janice the scheduler. They, Dr. Cole and PA Dean are both very professional and do GREAT work. Everyone in the office is great, EXCEPT Janice, the scheduler for in-office procedures. I have spoken to two other folks who have had similar experiences. She is condescending, and frankly, not in the right role. My own experience was one where I was asked to justify why I rescheduled an appointment two times during for nonemergent care- two times during a Pandemic, all with ample notice. Keep in mind I had to call twice to reschedule for a family emergency. In my limited view, Janice's tone and inflection are inappropriate and extremely condescending, bordering on insulting. It's been many years since someone has spoken to me that unprofessionally and discourteously. As someone who currently leads a team that employs over 6,000 Doctors and staff in private practices in 29 states, I can tell you that in my personal view she should be repurposed in a nonpatient facing role or trained on how to speak to patients. After all, questioning a patient on their reasoning or choice to fully quarantine is not good for patient care or for the long term health of the business. Leave the medical advice to PA Dean and Dr. Cole and get someone with much much more empathy in this very important patient-facing role. As a learning opportunity for Janice when a patient calls, rather than saying, "Why are you canceling, you canceled twice during the Pandemic, she should seek understanding and ask something like: Is everything okay? In this case, I am quite sure her empathy hat would be put on when she realized it was a true family emergency that requires me to travel over a thousand miles for my youngest daughter.
