Let me first start with a more positive note. Zac the store manager is really good with customer service and outstanding people skills. The first time I came in here for my appointment, the receptionist couldn't find my insurance plan despite the fact that I came in with a photocopy of the insurance card. Before coming into the store, I checked with our insurance provider if they are in network and was also able to confirm that they are in network. The receptionist is as helpful as a wet noodle. Instead of trying to find a way to assist me, she just stopped making the effort. So I called the insurance provider while I still inside that vicinity. I don't want to go running around again because it's already a waste of my time. I spoke with customer service and I got the lady to talk to this receptionist. And voila! She suddenly found me in the system. She said that I should've said Spectera. It's like d'oh, UHC is the service provider through their Spectera program. I got the paper, all she has to do is confirm by calling in the insurance to sort out any confusion, but like I said, wet noodle.
Then my husband went in for his schedule, he encountered the same problem, they couldn't find him in the system despite the fact that he also brought with him the photocopy of the paper that shows his member ID numbers. He was so frustrated and came out mad as hell because he felt that he was facing a major and immovable boulder. It was the same receptionist who I encountered in my first visit. Wet noodle. Too lazy and very incompetent, rude person who shouldn't be working as a frontline. Doesn't know jack diddly squat and just rely on what her system will spit out instead of searching for the information.
In my succeeding visit, I guess I was a glutton for punishment so I came back for more. But because Zac gave a positive experience during my first visit, it's not all that bad, so when I came in again to get prescription sunglasses Amber was the lady who took care of it and assisted me for my needs. She also gave me positive experience. Same problem, she couldn't find me in the system and even Zac stepped in to help out so I once again called customer service and we managed to sort it out. Amber helped me choose which frame works well with the shape of my face so I'm pretty happy.
Now today, my husband came in for his appointment because I managed to convince him that it wasn't all that bad. First thing that we faced again is this receptionist who seemed so incapable of doing her job right. I told her that we have the same insurance ID number since I'm on my husband's insurance and I said I'm already in the system. Her curt and rude answer is that each patient have different authorization number. She was asking for our member insurance number and I told her it's the same, the least she could've done is to look up the number in their system. So I don't understand the correlation between authorization number and the insurance ID number. When you walk into any medical provider, they always asked for your member ID and not authorization number. And if you don't have the member ID, they can look you up in their system through your name, birthdate, or your social security. This receptionist needs to be trained on how to do her job right. Or she was probably trained but is just too lazy.
Now on my rating, I will rate it based on the following criteria:
Facility cleanliness: 5
Selection of items: 4
Service provider frontline service: 1
Customer counter frontline service: 5
Note: I separated the customer service from store front customer service and service provider customer service to give credit where credit is due and help potential customer be ready what to expect when you get to see your eye exam schedule. read more
