Emily Amalia
This has been the most unprofessional customer service I’ve ever received. The way they speak to patients is absolutely baffling. They canceled my son’s appointment twice, which is understandable the first time for credentialing reasons. The second time because the provider had an emergency. There is zero flexibility with scheduling an evening or weekend appointment now. Let start with the patient care coordinator Ashley, let me give you a few pointers when a patients ask to speak to a manager, simply take the message and pass it on to the manager that’s why she’s was hired. As you stated you hear the complaint all day long which is already a red flag. Help yourself and send those “upset” patients to your manager, that’s why she’s there for and is receiving a pay check. The fact that you stated you can’t give her a message and wont receive a call back because she’ll provided me with the same information is insane… Amy (office manager) as a manager you’re there to solve problems. The fact that you train your patient care coordinator to be your body guard is appalling. If an inconvenience occurs with a providers an a patient is having a concerned about scheduling simply pick up the phone and reassure the patient that the company is working rapidly for a solution. Gather some information and find a solution. Instead of having your patient coordinator making you sound incompetent in your role. Shame on you Diamond Braces for letting your offices run this way. I’ll continue to report you to my insurance and any other place I can. Making a patient feel uncomfortable for speaking up is repulsing. BTW Ashley was very excited to cancel my approved prior authorization and send me to another location while telling me you won’t get approved again. I love that Ashley encourage me to report this to the “higher ups”. The service is top notch! 😉