TL;DR: Promising if they take your insurance. They'll get your insurance information when you book AND when you arrive. This doesn't mean they accept it. I got a surprise bill. Liked the provider, though.
I had hopes for this office becoming my new primary care. They were recommended by a friend, but nothing seemed to go right from the start. I was informed patient intake forms aren't available online. I have a hand disability, so writing is hard. How are these not available digitally in 2024? They offered to snail mail it, and I laughed pretty hard. Ended up with numbness and pain filling it out in person.
Next, the waiting room is far too small. There were more people than seats, so I chose to stand. For 45 minutes. Got there 15 minutes early, as requested, and wasn't called back until exactly 30 minutes after my scheduled appointment. No regard for my time, not informed they were running late. I have to assume this is standard practice, but my friend swore it's not.
I saw the NP and was genuinely impressed that she listened to me and spent a good amount of time going over my health history and current concerns. As annoyed as I was initially, I felt this could be a great start for me after my previous care provider of over a decade left the practice where I saw her. I went home feeling relief that I found a good provider.
Nope. I was wrong. I mean they seem to provide good medical care, but I was wrong that my search was over.
Two weeks later I get an email my lab results are in, and while checking them out I see a message from that same morning about billing in the portal. I look, and somehow I owe them over $200 for the visit. My insurance covered nothing.
I called, asked why, and was told I'd hear back. This didn't happen, or at least it didn't happen before the (presumably) automated system contacted me via email and text to say I owed the same money. To be fair, I actually LOVE the aggressive billing notification. Other offices send incidental invoices via physical mail and I never get them. This system ensures I pay on time, which I'm a big fan of. But I'm not a fan of everyone overlooking the whole "your insurance isn't accepted" thing when the first question I had when scheduling my appointment on the phone was "do you accept my insurance?" and they TOOK MY INSURANCE NAME, MEMBER ID, GROUP ID, AND SAID YES.
WTF. You had one job. Could you please do it?
On the phone with the front desk again after the latest digital reminders to pay, I was informed I owed the money and my insurance isn't accepted. The operator then became rude and said, with a healthy dose of attitude, that they could write off part of the invoice and reduce it. The implication, heavy in her tone, was "if you're too poor to pay" and I kind of wanted to smack that tone out of her voice. I informed her that they did provide a service, and I wasn't trying to get out of paying. I just wanted to know why the insurance I was told was accepted was in fact NOT accepted. I also let her know I will not return because there's no point in doing so.
4 stars for all the promise and because my experience is hopefully uniquely awful and not indicative of the practice overall. The friend who recommended them was STUNNED by all of this, so fingers crossed it's just me who gets this uniquely awful experience.
Docked the one star for, well, everything mentioned above. read more