We had completed all necessary pre-appointment steps online, including insurance verification. However, upon arrival, I was informed--after waiting for 20 minutes--that there was an issue with our insurance. This delay in communication was unacceptable, especially since the issue could have been identified and addressed before our arrival.
I immediately contacted our insurance provider, who confirmed that the problem stemmed from an incorrect birthdate entry. They corrected it on the spot, but noted it would take up to 24 hours to reflect in the system. I relayed this information to your receptionist, who was courteous and helpful throughout the process.
Unfortunately, the billing staff member refused to speak with me directly, choosing instead to communicate through the receptionist--even though I could hear her from the adjacent office. Despite my family's long-standing relationship with your practice and the fact that my son had been seen there before, she declined to make any accommodations or offer assistance beyond waiting for the system update.
This lack of empathy and unwillingness to engage directly was deeply disappointing. I understand the importance of insurance verification, but the way the situation was handled lacked professionalism and compassion. The receptionist did her best, but the overall experience left me feeling dismissed and disrespected.
I hope you will take this feedback seriously and consider reviewing your internal communication and customer service protocols. Patients and families deserve to be treated with respect and understanding, especially when issues arise that are outside their control. read more
