The doctor I saw and the technician of whom did my EKG were very pleasant. That was the only positive feedback I can post. The front desk does not acknowledge you when you arrive. The look up from their computer when they are ready. I witnessed this with others while I waited in the waiting room for check in and check out. I was shocked at the lack of customer service. My second visit, same front desk experience. However this time instead of just a lack of greeting, I was asked if I was aware of my outstanding balance. This brings me to billing and communication. After my initial visit, I received a bill that stated insurance did not cover and if I had questions to contact my insurance carrier. I did so, to find out that my claim was never even billed. I then received another bill from JRC stating that my insurance stated I was not a customer. Clearly billing never sent the claim and need additional training. I sent two emails through the patient portal to investigate this, no response. I called twice. Left a message once. No call back. Spoke with a representative named Caitlin for the the second call, we were coordinating my heart monitor. I asked to be transferred to billing to make sure preauth was done for the monitor, since I had no faith in the billing department. Caitlin informed me that if preauth was needed it would have been done. She tried to transfer me to a person named Lauren in billing, but was not successful in the transfer so she stated she would leave a message for her to call me back instead. No response. I subsequently sent a medical related issue to the portal, again no response. It was not until the follow up email I sent 4 days later of my complaint of no communication and patient neglect. My second appointment to have my heart monitor placed was scheduled for 2pm. I arrived as you should 5-10 minutes early. At 2:30pm I approached the front desk and asked if they cold please check how much longer until I was to be taken back since I had another appointment at 3:30pm. The representative said she would check. She left the front desk for a few minutes, then came back to her desk and sat down. Never spoke to me to inform once way or the other. I then approached another front desk member instead and asked to reschedule my appointment. By this time is was 2:40pm. This representative asked if I was checked in. I run a medical office and kept my professional composure. I stated yes I was checked in, the representative that checked me I had watched leave for the day about 30 minutes after my arrival. After letting her know that I had been checked in for 50 minutes she asked if she could go check to see when I could be brought back. This time it was successful and a young lady brought me back for the 2 minutes it took to attach my heart monitor so I could be on my way. Your front desk is the face of your practice, it's clear that it is not a priority. Communication is definitely not a priority. I will post a follow up if the practice administrator/office manager contacts me as I have requested. read more
