Dr. Pena is exceptional. He is kind, patient, and takes the time to explain everything thoroughly, making sure his patients understand their care. I truly appreciate the time and attention he gives, and my experience with him has always been excellent. Unfortunately, my experience with the front office staff during the afternoon was disappointing. I visited the office to ask about a statement I had received in the mail. I explained that my primary insurance was no longer active and was trying to understand why I had received the bill. The first staff member I spoke with, a woman with short blonde bobbed hair, immediately responded by repeatedly saying, “We never had that insurance card, so we wouldn’t know anything.” Rather than listening to my explanation or helping me understand the situation, she continued repeating the same response, making me feel as though I was inconveniencing her simply by asking for assistance. She said she would contact the manager or the person who handles insurance claims. After she called, she told me the claim was from February, even though the statement I brought in clearly showed the claim was from June. When I tried to point that out, I was met with the same .Instead of explaining the process or offering guidance, she simply stated that the claim could not be resubmitted and told me to call the phone number listed on the statement. I called the number and the representative was courteous, knowledgeable, and immediately clarified the issue. She confirmed that the statement was for a June claim, advised me to contact my insurance company to determine why the claim had been denied, and explained that once the insurance issue was resolved, I could call back so the claim could be resubmitted. Had either of the front office staff members taken a moment to explain that process, I would have gladly contacted my insurance and handled my part. Instead, I was repeatedly told there was nothing they could do and was met with an attitude that felt dismissive and unprofessional. Dr. Pena provides outstanding care, which is why this experience with the front office was especially disappointing. I hope the office addresses its customer service, because patients deserve to be treated with the same respect, professionalism, and compassion that the doctor consistently provides.
