I really wanted to love Dr. Reynolds' office, especially since several of my clients highly recommended him. Unfortunately, my family never even had the opportunity to meet Dr. Reynolds because our experience with the front desk staff and office manager was so disappointing.
We were new not only to this practice but also to Tricare insurance. That was the primary reason we chose this office. From the beginning, it was apparent that the front desk staff was unfamiliar with how Tricare dental coverage works. While frustrating, I understood that Tricare can be confusing, and I approached the situation with patience, assuming we would work through any issues together.
In fact, I arrived 20 minutes early specifically because I anticipated potential hiccups with a new insurance plan. I came prepared with time, patience, and a willingness to help resolve any misunderstandings. Unfortunately, I was not met with the same level of grace.
I was informed that my military ID was not acceptable as proof of insurance. Since military IDs are commonly used for Tricare verification, I immediately contacted our dental insurance provider, who confirmed that my military ID was indeed the correct form of identification and that this office had been participating with Tricare for over a year.
When I attempted to provide this information, the office manager came to the front desk visibly frustrated, speaking in a raised voice and questioning which insurance plan I had. After I clarified the specific Tricare dental plan, she responded in a condescending tone, saying, "Oh, so you actually do know that?" before walking away. The interaction immediately became uncomfortable and left me feeling as though I was being treated as a problem rather than a new patient seeking assistance.
When I later asked if there was someone else I could speak with, I was informed that she was the only manager available. Rather than calmly explaining the issue, the conversation escalated. I was repeatedly told that I had come unprepared for my appointment, despite the fact that no checklist or specific documentation requirements had ever been provided to me. I explained that I had brought exactly what my insurance company instructed me to bring and that I had never navigated this process before. Her response was, "What? Go to the dentist?"
That comment stood out to me. Dental care is a privilege that not everyone can easily access, and for many people, visiting the dentist can be a source of significant anxiety. Whether someone is unfamiliar with insurance, has financial barriers, or simply feels nervous about dental care, compassion and professionalism should always be part of the patient experience.
Ultimately, the interaction became so uncomfortable that my children and I chose to leave. Rather than feeling welcomed as new patients, we felt dismissed and embarrassed. They're lucky that I don't make "being in the military my entire personality." Because as someone who partners with Tricare there seemed to be very little patience for someone learning a new insurance system while navigating military family life.
Because of this experience, I cannot speak to Dr. Reynolds' skills or quality of care. However, first impressions matter, and for many patients, the front office is the face of the practice. Unfortunately, our experience with the staff was so negative that we never had the opportunity to become patients. read more
