I am incredibly disappointed with the billing and front-office practices at this location. While I really like Dr. Kniffen and appreciate her work, the administrative side of this business is deeply flawed.
Due to my job recently switching providers away from VSP, my insurance is now out of network. While I understand it is partially on me for missing that notification among hundreds of emails I receive, every single medical office I have ever been to checks insurance *before* the appointment. I even waited 15 minutes in the lobby before being seen, which left more than enough time for the staff to verify my benefits.
Instead, they waited until the middle/end of my appointment to look into it, rendering me responsible for over $400 in services. While I appreciate that an employee tried to find a discount to bring it down to nearly $300, I was entirely unprepared for this expense. I absolutely would have canceled the appointment had they checked my insurance at the door. Waiting until a patient is already in the chair to check coverage feels like a predatory business practice. Looking at other Google reviews, I see I am not alone and this has happened to other patients here before.
To make matters worse, their communication afterward has been nonexistent. I have emailed them a total of three times and called to resolve this. During my call, I was promised that their billing person would speak with me, but no one ever called me back.
They did send an automated text to ask for a review of my experience though.
This office desperately needs to change their protocol and verify insurance at the beginning of the visit, rather than blindsiding patients with massive bills after the fact.
