|hear no evil, see no evil, speak no evil,|
the qualities of a poor customer service person
I went for my routine mammogram last month, prior to my appointment they called to get my insurance information. I'm sure they would have ruptured something if I were uninsured. My insurance is what they call a split contract, I have one card which represents both my blue cross/blue shield and my other carrier that covers doctors/ drugs- not rocket science right? I explained this to the woman (the insurance rep) prior to my appointment so that the hospital and the attending Radiologist had the information on record with the hospital for filing purposes. She called me back after verifying that my insurance was current/active and my appointment was confirmed.
Wouldn't you know it, today I received a bill from the Radiologist. The hospital had failed to record the information I provided them about the second half of my insurance- the doctor/drug part. This bothers me to no end, no service-nothing beyond self service -them making sure they get their payment at the hospital period. So I had to call the Radiologist Group and explain the ins and outs of my insurance so that the can file the claim and get paid. I went back and looked at the print out of information they gave me at check in. You guessed right, the insurance information was only partially complete- the hospital part. Be honest people tell your patients you don't provide the doctors with insurance information for crying out loud.
Then as if that wasn't enough, the last time I saw my gynecologist at the latter part of last year they didn't have her 2011 calendar available so they told me they'd e- mail me with an April appointment. Two weeks ago when I hadn't received any such e-mail I called to make the appointment myself. They were already scheduling her appointments for June I'm guessing I was forgotten/overlooked somehow. O.K these things happen I understand that.
They were kind enough to give me the number of her personal assistant and I left a message with her explaining the situation. So I'm polite I waited for the call back thinking I'm an established patient even if they can't accommodate me with an appointment they'll surly call me and tell me so right? Today, two weeks later and still no return phone call from the assistant, nice right? I called back to the office to schedule an appointment thinking June's not sounding so bad after all and frankly now I'm stuck between a rock and a hard place. When I spoke to the girl in the office she told me the first available wasn't until July, two weeks ago it was June. So much for waiting for that call back that never came!!
Why is it that the best doctors have the crappiest staffs?
So what do you think? Unprofessional or just bad manners? Or both?