Review by
Anonymous
on
August 29, 2015
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Daniel Harper - 2567 Cal Young Rd
Office & Staff Evaluation
Practice Evaluation
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Ease of Getting an Appointment
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Courtesy of Practice Staff
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Appearance & Atmosphere of Office
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Handling of Billing & Insurance
- Average Wait Time Not Rated
Provider Evaluation
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Willingness to Spend Time with You
- Listening Skills Not rated
- Clear explanations Not rated
- Trust in Decision Making Not rated
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Accuracy of Diagnosis
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Post-Visit Follow-Up
“Terrible patient care and condescending staff ”
After my consultation I asked about the costs for the procedure and if it would be covered by the insurance company. They showed me the bill and approximate coverage by my insurance company. The assistant stated “It should be covered” and in no way did they tell me to call my insurance company to verify. Then they perceeded to ask if I wanted to schedule the procedure. So I scheduled the procedure 2 weeks out.
When I went in for the procedure, the receptionist told me one of my insurance company denied the pre-authorization and owed $420, and to cancel I would owe about $200. I was very upset and I told the receptionist I was not told to call my insurance company. She then proceeds to tell me “We always tell our patients it is not a guarantee” (No she did not, at least not to my knowledge) and “You should've known better”. Then she continues to tell me how lucky I am because when she went to get a medical treatment, she found out she owed thousands of dollars and she did not have an option cancel since she needed the treatment. Belittling my situation was very unprofessional and unnecessary. Afterwards when I asked to have 5 minutes to consider my options she said “No, we need to keep on schedule”. Then I asked “You can’t give me 5 minutes to consider my options since I just got this news of owing $410?”. “Im sorry, No”.
I have been a medical assistant for over 4 years and worked in urgent care, family medicine and specialty clinics simultaneously. We never expect patients to know how our clinic works or how insurance companies work. Also, just because I work in the medical clinics, it does not mean I would know how dental offices/ periodontic offices work. Additionally, I would never treat my patients in such a condescending manner and with no empathy.
I decided to do the procedure since I felt I needed it and I would have to pay about 50% of the procedure cost if I canceled. After the procedure, I called the office with the question regarding payments and to tell her I am sorry if there was any misunderstanding. I just wanted to get along and maybe she was having a bad day when I went into the office. I said “I am sorry if I seemed upset. There may have been some miscommunication”. Then she proceeded to tell me “No, its common sense. You should've known to call the insurance company”, and “It may be from having lots of experience or its may be due to age”. All I wanted was to meet her in the middle and claim part of the responsibility. Instead she continues to be condescending and blames me for this whole incident by saying it's common sense, pointing out I am young, and saying I may not have had much experience. I then told her “I'm sorry, but that was borderline offensive to say it is common sense because to me it was not”. She then replies “What was the reason for your call again?”
“I called to get an answer on billing and I did. Thank you. And I called to straighten out any misunderstanding we might of had”.
I have worked with people of all ages from infants to 90 year olds. Most adult patients I speak to do not know how insurance works and how the clinic bills. I also don't expect my patients to know, no matter what age they may be.
I would not recommend this office no matter how nice the periodontist is. Condescending, offensive, rude, and the unprofessionalism of the the receptionist has compelled me to write this review.
Follow up: The receptionist who I complained about is also in charge of billing and insurance claims. She has not sent in explanation of services as requested by my insurance twice, and myself several times. My insurance states they cannot cover the procedure with out explanation of services from Dr. Harper’s office. The insurance representative I spoke to called them personally requesting documentation. It has been almost 2 months, with MANY phone calls to my insurance company, and still no explanation of services from Dr. Harper’s office. Now I am getting bills in the mail saying I owe Dr. Harper $1,600. I am very frustrated and angry that I have to deal with this over 2 months after services. I work in the medical field and been a patient myself, and I have NEVER had such terrible experience and patient care.
Comment - “ Terrible patient care and condescending staff ”
After my consultation I asked about the costs for the procedure and if it would be covered by the insurance company. They showed me the bill and approximate coverage by my insurance company. The assistant stated “It should be covered” and in no way did they tell me to call my insurance company to verify. Then they perceeded to ask if I wanted to schedule the procedure. So I scheduled the procedure 2 weeks out. When I went in for the procedure, the receptionist told me one of my insurance company denied the pre-authorization and owed $420, and to cancel I would owe about $200. I was very upset and I told the receptionist I was not told to call my insurance company. She then proceeds to tell me “We always tell our patients it is not a guarantee” (No she did not, at least not to my knowledge) and “You should've known better”. Then she continues to tell me how lucky I am because when she went to get a medical treatment, she found out she owed thousands of dollars and she did not have an option cancel since she needed the treatment. Belittling my situation was very unprofessional and unnecessary. Afterwards when I asked to have 5 minutes to consider my options she said “No, we need to keep on schedule”. Then I asked “You can’t give me 5 minutes to consider my options since I just got this news of owing $410?”. “Im sorry, No”. I have been a medical assistant for over 4 years and worked in urgent care, family medicine and specialty clinics simultaneously. We never expect patients to know how our clinic works or how insurance companies work. Also, just because I work in the medical clinics, it does not mean I would know how dental offices/ periodontic offices work. Additionally, I would never treat my patients in such a condescending manner and with no empathy. I decided to do the procedure since I felt I needed it and I would have to pay about 50% of the procedure cost if I canceled. After the procedure, I called the office with the question regarding payments and to tell her I am sorry if there was any misunderstanding. I just wanted to get along and maybe she was having a bad day when I went into the office. I said “I am sorry if I seemed upset. There may have been some miscommunication”. Then she proceeded to tell me “No, its common sense. You should've known to call the insurance company”, and “It may be from having lots of experience or its may be due to age”. All I wanted was to meet her in the middle and claim part of the responsibility. Instead she continues to be condescending and blames me for this whole incident by saying it's common sense, pointing out I am young, and saying I may not have had much experience. I then told her “I'm sorry, but that was borderline offensive to say it is common sense because to me it was not”. She then replies “What was the reason for your call again?” “I called to get an answer on billing and I did. Thank you. And I called to straighten out any misunderstanding we might of had”. I have worked with people of all ages from infants to 90 year olds. Most adult patients I speak to do not know how insurance works and how the clinic bills. I also don't expect my patients to know, no matter what age they may be. I would not recommend this office no matter how nice the periodontist is. Condescending, offensive, rude, and the unprofessionalism of the the receptionist has compelled me to write this review. Follow up: The receptionist who I complained about is also in charge of billing and insurance claims. She has not sent in explanation of services as requested by my insurance twice, and myself several times. My insurance states they cannot cover the procedure with out explanation of services from Dr. Harper’s office. The insurance representative I spoke to called them personally requesting documentation. It has been almost 2 months, with MANY phone calls to my insurance company, and still no explanation of services from Dr. Harper’s office. Now I am getting bills in the mail saying I owe Dr. Harper $1,600. I am very frustrated and angry that I have to deal with this over 2 months after services. I work in the medical field and been a patient myself, and I have NEVER had such terrible experience and patient care.