Wow I'm amazed after my experience today with this organization that they are able to service the public. Lets start at the beginning of today. I received a document from their office that I needed clarification on. So I call in to their main line, I get an Amanda that transfers me to a medical assistant named Katherine. Katherine can't answer any of my questions even though the document came from her department and the responses given to me are contradictory. I asked Katherine if she can transfer me to me an RN or a Doctor so they can explain the document that was sent to me and she laughed at me. Really?! Is laughing a response to a yes or no question?! She doesn't respond, only laugh and the next thing I hear is a ringing tone, and it seems as though I've been transferred.....but the question is to where, because wherever that is keeps on ringing and does so for 2 minutes...yes I timed it I can't even leave a message so I call the main line again. This time I get a Cheryl I explain to her that I was looking for an RN or a Doctor as the medical assistant couldn't help me and she said my only option was pretty much the medical assistant so Cheryl placed me on hold to listen to their company jingle which got stuck in my head for the rest of the day which goes something like this "Workstar is the place to be, work star of where you'll recovery from your injury...." shoot me now! Cheryl returns and not very confidently says that Katherine is at lunch, how convenient. I ask her to please have Katherine call me back before the end of the day, it was important and time sensitive, and did Katherine do that? nope.
So I called back and got Cheryl. She again placed me on hold to listen to the jingle. Fun times of listening to of how I would recover from an injury if I came here. Cheryl returns and says she is transferring me to Katherine, however a Shirley picks up. I let Shirley know that I am looking for Katherine and she transfers me again to the jingle then endless ringing which goes on and on and on and on and on and I hang up. Does this organization not have a voicemail system? It would probably make your operation run a lot better if you did.
Once more I call back, very aggravated and get Cheryl. I explain to her of what just happened, that I really need to speak to someone before the end of the day that can interpret the document and that Katherine behaved in a very unprofessional manner and that I'd like to bring that to someone's attention. Cheryl provides me with the name of Dixie who is the office manager and she tells me to explain everything that happened to her. I get transferred to the jingle and then the endless ringing. I do not get Dixie or a voicemail, after a few minutes I hang up again. I call the main line again, it rings endlessly and I give up.
Right before the very end of the day, Katherine gives me a call cuts me off before I can identity myself, this is my work line, assumes, that I am who I am, and goes in to the answers that I was looking for the first time, literally gives the to me in under 30 seconds and gives me an insincere apology for what happened the first call. Seriously?! So it takes a complaint to get an answer? Which could have easily been given in the first place. Thanks for wasting my time and day.
So even though I have never been to this organization for medical treatment I will not and recommend to the entire world that they do not either based off of my customer service experiences today.
If I were a physician working here I would be worried about the team that represents me at the front. That was a very poor reflection and I wouldn't want that kind of incompetence associated with me.
I want to create a jingle of my own "work star is the place to be, if you want to be on hold for eternity!" read more
