Pay attention to negative reviews from other sites too and you'll notice a pattern: although the doctor's medical service is great, her management of her office is horrible. If you run into any problems outside of appointments, she will NOT take just 15 minutes to return your calls to investigate or correct an issue, even if it involves an error that was made from within her own office (a different department, but still from within HER office). They'll make excuses that she is always busy with patients and can never call you back, even though Zocdoc will show that she has free appointment slots all day. The front desk staff is rude, even if you're just asking questions to understand a situation in which you're being overcharged hundreds of dollars.
Choose at your own risk-- if you can afford it or have time to put up a fight until they finally fix their mistakes.
Initially, there was an error in the mislabeling of 3 claims: one office visit and 2 labs. I came in for a physical, which is 100% covered by my insurance. My bill arrived, and I was charged around $325. Insurance said that my claim was mislabeled and all the office has to do is simply resend the claims with the correct labeling and my bill should be $0.
I called the office. Front desk lady: "There's nothing that we can do. We're just the front desk. Call billing (separate business elsewhere)."
I called billing. They called the doctor's office directly and had them resend the claim with the correct labeling....guess they could've done something after all.
1/3 claims solved. Now for the 2 lab claims. I called to ask for clarification. "Is that all you need?? OK, BYE." Sheesh. So rude!
Another call: I tell her that only 1/3 claims are fixed, so they still need to fix the 2 lab claims. "We are just the front desk. Call the lab number on your claim."
I called the lab (HQ, not the one within her office). "For any corrections to mislabeled claims, we need a call directly from the doctor's office. The patient has no authority to make changes to billing."
I called the office to tell them this. "We're just the front desk, we don't handle labwork. The phlebotomist (within the office) does." She requested an email of my claims for the phlebotomist. I sent the email.
1-2 weeks later-No updates, no call-backs. I called the office, left a voicemail asking to speak with the doctor.
1 week later-No updates, no call-backs. Left another voicemail.
1 week later-No updates. I call back. Front desk lady: "We're just the front desk. We don't deal with correcting claims. Call billing." "You already gave me that number. I'm calling about the LABS now" "Then call the lab on your claim." "I've already called them. They said that only the doctor's office has the authority to make corrections, NOT the patient." "We're just the front desk. Call the phlebotomist" and then quickly hangs up.
I call the phlebotomist. "Uh....I'm just the phlebotomist. I don't deal with coding of claims. You need to speak with the doctor directly by going through the front desk."
........I call the front desk and ask for the doctor. "She's busy all day, but will call you back if she can."
1 week later-No updates, no call-backs. I call asking about updates. "Ok, we'll resend the claims."
1 week later-No updates and still a charge. I ask my insurance for help and we do a conference call.
My insurance attempts to convey the same message and the office lady repeatedly says, "This patient has been calling multiple times." (Uhhh, yes I have...maybe it's because we haven't resolved the issue yet....) Insurance lady gets frustrated and asks to speak with the doctor. "She's with patients and is busy. Call back tomorrow at 9."
We call at 9:30 (when the insurance lady is available) and can't reach the doctor. "She's with patients all day and can't talk on the phone." Not even after appointments.
I call at 9 another day and FINALLY speak with the doctor, which is difficult since she keeps defensively interrupting me before I could complete my sentences. Turns out that she had been trying to reach the lab to correct the labeling and did all that she could. There was just another issue occurring elsewhere which is why I saw no updates on my end......Then why was this never communicated with me??? We figured out that the phlebotomist had mistakenly sent my labwork to an out-of-network instead of an in-network site, which would've covered my bill. Since this was the office's fault, they agreed to correct it.
It had to be THIS hard to FINALLY have this TEN MINUTE conversation. Had the doctor returned ANY of my calls, we would've resolved this months ago.
I then tried to inform her about the office's customer service, but she kept defensively interrupting, then had another call. I asked when I could call her back. "At 10." Not surprisingly, again, she was "busy." I requested a call back. Of course, she never did.
Doctor had her chance, so a public review it is.
This office is a mess. read more