The issue arose when I was explained my insurance benefits by Dr. Wiebelhaus. I recognized the summary of benefits as those provided by my medical insurance rider and not my vision insurance. Obliging to my protest, Dr. Wiebelhaus double-checked the benefits, and proceeded to ensure me that he was correct. I thought it better to sort the issue out with the receptionist who would be handling the transaction anyway. I explained to her that the benefits did not match the description of benefits that I had been given that morning by my insurance provider. She allowed me to step aside and call my insurance provider, on my personal cell phone, to confirm that I was entitled to the benefits I described earlier, as there was a discrepancy between the two explanations I got from the receptionist and my vision insurance. Once again, I was informed, by my insurance provider, that my vision insurance, which happened to have the same member id number as my medical insurance, was the more beneficial of the two. The member id number they had used to pull up the information for one plan would have pulled up the other plan as well. The voice on the other end of the line asked to speak to the receptionist. I felt it would expedite the process, so I asked the other receptionist if she would assist me by talking to my insurance provider on my cell phone. She looked at me in disgust and replied, "I am a germaphobe. I don't talk on other people's cell phones. That is gross." Obviously perturbed by the lack of adequate customer service being rendered, I informed the voice on the other end of the line, what the receptionist had just said. Without skipping a beat, the insurance provider call agent went on to explain that the issue was that the office had pulled up the wrong insurance plan. I tried to explain that to the rude receptionist, Kimberly because the friendly brunette seemed to had busied herself doing other things. She shortly responded, "It will be $85." Clearly exasperated, I responded, "Don't get hostile with me, I am just trying to figure things out. I asked her to call the insurance to double check her information. She replied, "We do everything by computer here." Without even making an effort to at least humor me, she repeated, "It will be $85." She did not even care to double check to see if anything I had said had any validity. Once again, I called my insurance to see what else could be done. At that point I preferred to pay the full amount and later dispute it with my insurance, but I felt that, at minimum, I deserved to be treated as if I were a paying customer with value by Kimberly. I once again asked my insurance to help me resolve this issue, at which point, the lady who had originally helped me "suddenly" found the information for the vision insurance. "Well here it is now," said the friendly one. I find it hard to believe that when my insurance member number had been entered into the system only one half of the pertinent information came up and suddenly appeared in the midst of our conversation. I asked her to read off the benefits of the account that had been overlooked, and, sure enough, they matched what I had originally been told by my insurance. We worked things out, and I was charged the proper amount. What happened next, was purely a result of an emotional response I had to the entire situation. I slammed my pen down on the counter and returned to the waiting area to retrieve my purse. Kimberly processed my payment, and as I was signing the store copy, I mentioned that I would never return there again. Sadly, Kimberly associated by anger with the amount of money the copay turned out to be, and not with the horrible customer service she had provided me with. At minimum one of the two ladies there could have apologized for refusing to honor my request to call the insurance. Obviously incapable of self-reflection, she could not see that she had erred. I proceeded to inform her that she had been, rude, unprofessional, and uncooperative, all true. The best response she could muster was, "I don't talk on other people's phones. That is gross." Point taken. I get that you have an aversion to germs, Kimberly, but do you also have an aversion to treating people with respect? To say, I am going to throw you out," as a response? At minimum you could have called the insurance as I had requested considering you were sitting on your ass the entire time you were there gossiping with the other receptionist. The problem would not have escalated. If talking on a stranger's phone disgusts you, perhaps your own pristine, germ free phone that is obviously used by only you might have sufficed in this situation. Apparently criticism of your noticeable lack of customer service skills are a sore spot for you. A word of advice: you work in customer read more
