First, this review is NOT for the dentist and dental hygienists who were very attentive and provided excellent service during my past visits, however this is for the receptionist who I had struggles with and created my concerns about how she treated customers.
As I called them to make my annual check appointment, the first thing I was asked was if I had been there. A usual question! I’ve been there 3 or 4 times, so I said, YES.
She then asked me my insurance company info to double-check if I am still eligible. So I provided my full name, date of birth, insurance info as usual, but only info I was not sure why I needed to provide her was social security number.
I thought this was quite odd info to provide, but I did. After this, I was put on hold for a while then informed that they would call me back, which I felt very skeptical so I shared my concern as this type of info is not shared over the phone, but I need to know why. Plus I need to know if my insurance would still cover. She said 5 – 10mins to return my call.
After 15mins, no call back, so I asked their clarification of why that type of information was required. I still remember I never provided my social # when I first made an appointment with them.
After a long story, the receptionist explained that she didn’t know I was their pre-existing patient and needed to ask all of the info including social #. In fact, this is usually the first question being asked when we make an appointment, and I was asked, but somehow she didn’t remember asking the question.
After a while I requested to speak to someone in the office as I really wanted to share my concerns and understand if this type of information is necessary to check before coming to the office, particularly social security #. I asked someone rather than her to call me….., but no call was made.
So I decided to call them back and hope not to talk to the same receptionist, but that was the same receptionist. What I was told was her office manager was on maternity leave till sometime in Feb and someone who was supposed to call me just left without calling me. Obviously she did not ask if the other person contacted me or made no follow-up call.
All I wanted to know at that point was find out their procedure to take an appointment. What type of info they require over the phone, if social security # was needed and why.
I could not get answer and not even now. Only thing I could do was ask this same receptionist to delete all of my personal information. I hope she did…. and hope someone review the call conversations as the call may be monitored or recorded.
What did I end up from this experience? NONE. No appointment but just frustration.
Perhaps this was a simple misunderstanding that she didn’t remember to ask me if I had been there before, which created this lengthy phone calls, but there was no follow-up or communication made to this matter, which I question their customer communication skill.
It is not my intention to write a negative review to jeopardize their business but communication with this particular receptionist was beyond my comprehension and raised many questions about their customer services.
Once again, this is a review of the receptionist only and the doctor and hygienists provide excellent service. I would like to come back for another appointment, so I would like to come back.