Feedback - T

NP Akimyo Russell is PHENOMENAL!!!! I wish I could say the same for the customer service staff. I called to ask a question/relay a message. The person answering the phone did not speak–she was on another phone talking with another patient about their issue. So I just sat there while she opened the line but continued to talk to someone else. When I said, “Helllllooo…?” She acted as if I interrupted her. She then put me on hold. I was literally on hold for 10 minutes. Then someone else picked up asking me if I wanted the Pikesville office. No, I haven’t even had the chance to express my concern. When I asked about getting a form filled out, the woman told me I had to drive in 20 miles to get the form filled out and also collect the fee. She did tell me I could fax it, but then I asked why couldn’t I email it? She could never answer my question directly. I was always put on hold. Maybe she was new. She was definitely much nicer than the first person. But her answers made no sense. She told me I could not send in forms that included personal information. Ummmm…in the year 2021, don’t most doctors’ offices have a Secure File portal/transmit capability? My primary doctor and CPA have this. For this large practice with multiple locations, I would recommend investing in this technology and also please use NP Russell as the gold standard for customer service training! Again, she is AWESOME!!