I've been a patient here for the last few years and called recently to schedule an appointment. As a returning patient, I expected the office to already have my insurance information on file, but instead I was told I needed to track down specific policy details and call back — which isn't realistic during a workday. When I mentioned my insurance was United Healthcare, the staff member's tone became condescending, implying I should have known there are multiple UHC-affiliated companies they work with. Rather than helping me figure out which one applied, she made me feel foolish for not already knowing and asked me to call back later. I understand insurance verification can be complicated, but that's exactly why front desk staff should guide patients through it patiently — not put the burden entirely on the patient and then act irritated when they don't have every detail memorized. A returning patient shouldn't have this much friction just to book an appointment.
