Sorry for the lengthy review, just want to share how ugly I was treated by the "operations manager" Susan, under Dr. Allan Hsu... when I showed up for my appointment, Susan, who was sitting at the front desk, immediately tells me that my insurance is coming up unverified. When I made the appointment 3 weeks prior, I gave my medical insurance info. (my first time ever using my insurance on my own, didn't know it was 2 different things) 3 days prior to my appointment Yesenia (super nice) called to let me know I gave the wrong information and that they need my dental insurance and that all she needed was my SSN and that they'll call me if anything comes up. When I get there, Susan is asking for the member ID, I tell her that there is not one, that someone called 3 days ago to get the correct info. Within 3 minutes they find my insurance in their system, without any further info, but tells me I have an HMO plan so if I want to be seen I will have to pay out of pocket. I tell her to cancel my appt and I walk outside. I came back in and I asked to speak with a manager. Susan said she is the manager. I asked her why nobody called me to let me know that you didn't take my insurance, that I live far and I had to take off work to be here. She said well we don't run the insurance verification until the same day so we didn't know until just now. I said that doesn't make sense, why would you wait until the patient arrives to verify their insurance? She said well we tried to find it but we couldn't because you gave us the wrong info. I said someone called me a few days ago to get the correct info tho. She said yea but we weren't able to find it until now because you have an HMO plan. I said why didn't anybody call me to let me know that you don't take my insurance? She said well why didn't you give us the correct information? I said someone called asking for my SSN so that it could be verified, so after that, why didn't anybody call me? She said well most people can give us the correct info. I ask again, so why didn't anybody call me? She said well most people can walk in here with their benefits card and give us their member id. I say, so you're not answering my question, why didn't anybody call me? She interrupts me from talking and starts to raise her voice at me asking me what I wanted from her and what was my solution. I said I don't have a solution, I just want yall to know yall fucked up. She said in a mocking voice "woww you talk like that and you work in healthcare?" I said yall should've called me to let me know that you don't take my insurance. She said it's not her job to make sure I give them the correct information. I said no but it is your job to verify it and let me know whether you take it or not. Not wait until the second I walk in; she starts talking over me telling me that most people can walk in with their benefits card and have no problem getting it verified when they get here. I said well I'm not most people, I know how this works because I do this as well. She continues to raise her voice at me and talk over me. I tell her that she's a bitch said you are too, I said have the day you deserve and she said you too, and I left after that. The patient who I was referred by and I, called to get her name and who she reports to, which is Dr. Allan Hsu. Over the phone the other patient asked her why nobody called and she just kept saying that other people have no issues coming in with their dental cards or that I should've gave them the right info. I tried to reach Dr. Hsu directly but couldn't find any contact info.
I would also like to note, that when making this appointment over the phone, one of the representatives I spoke with was also named Susan. I noted Susan's (and Haley's) name because of how rude they were and I was planning on making you guys aware when I arrived. Not sure if there are two different Susans, but now it all makes sense.
If I was Dr. Hsu, I'd be embarrassed to have a manager on my team who acts like that. read more
