Here's the fully revised review with that additional point incorporated naturally:…read more
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I had been a patient at Oakland Park Dental since March 2019 and always had excellent experiences with Dr. Cunningham and Alvira Tahal, my dental hygienist. They were always professional, thorough, and made me feel comfortable during every visit. That's why I remained a loyal patient for more than six years.
Unfortunately, my recent interactions with the front office completely changed my opinion.
After losing my job at Spirit Airlines on May 2, I received a voicemail from the office on May 4 regarding my upcoming June appointment. The voicemail specifically mentioned that I was no longer with Spirit Airlines and asked what I planned to do since I no longer had dental insurance through my employer. While I understand that insurance verification is part of running a practice, I was surprised to receive that call so far in advance of my appointment, and I felt the message lacked empathy given how recently I had lost my job.
I returned the call, canceled my June appointment until I could obtain new dental insurance, and later enrolled in a Blue Cross Blue Shield PPO plan through the Marketplace. Once my new coverage became effective, I confirmed directly with my insurance company that my policy had no waiting period, that Dr. Cunningham participates in the DentiMax network, and that Oakland Park Dental was in network.
When I called the office on July 6, I spoke with Ung. I explained that I wasn't sure whether my plan was a PPO or HMO and offered my member ID number. Instead of helping verify my coverage, he compared it to someone calling Spirit Airlines and simply giving an employee number, which I found to be an unnecessary and unprofessional comparison. He also told me not to call back unless my plan was a PPO.
I contacted my insurance company myself, confirmed that my plan was a PPO, that there was no waiting period, and that the office was in network. When I called back, Ung told me the office had a provider phone number they could use to verify my benefits directly. That left me wondering why I had been instructed to contact my insurance company in the first place if the office could verify the information themselves.
After speaking with my insurance company, Ung called me back and said the only information they had provided was that I had active coverage and no waiting period. He then asked me what my dental benefits were. I found that confusing, as I've never had a dental or medical office ask me to explain my own insurance benefits after they had already verified my coverage with the insurance company. It left me feeling as though I was doing the office's job rather than being assisted as a patient.
When Ung called me back, he greeted me by saying, "Marsha, Marsha, Marsha." While it may have been intended as a joke, I didn't find it appropriate or professional given the circumstances.
It's unfortunate that after more than six years as a loyal patient, my final experience was overshadowed by the front office--specifically my interactions with Ung. Dr. Cunningham and Alvira Tahal have always provided excellent clinical care, and I have nothing but positive things to say about them. Unfortunately, the lack of professionalism, empathy, communication, and customer service I experienced from the front office left me feeling undervalued as a long-time patient. Because of that experience, I've decided to seek dental care elsewhere.
I hope this feedback helps improve the patient experience going forward.
