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Post by jojam on Aug 27, 2015 21:41:13 GMT
The office manager AND the ortho need to know about this. No dr. wants to lose patients due to issues with office staff.
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purplebee
Drama Llama
Posts: 6,735 
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Post by purplebee on Aug 27, 2015 21:44:06 GMT
Is the rudeness a pattern with her? If not, I would be inclined to let it go. She did apologize, and everybody makes mistakes. I understand that HIPAA violations are serious business; for that reason, the consequences could be grave for the receptionist if you report it (especially in writing). Maybe she deserves it, or maybe she made a mistake and will be doubly careful about making assumptions in the future. There's no way for me to tell. This^^^ While she was totally wrong in the way she treated you, she did apologize. Who knows what triggered her treatment of you. You will likely be going back for appointments for your daughter's braces, and I would see how she responds to you the next time you see her. Any hint of rudeness, I'd be talking to her manager. I'm sure she is relieved that you didn't report her. |
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Deleted
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May 23, 2024 9:42:27 GMT
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Post by Deleted on Aug 27, 2015 21:47:27 GMT
I agree that she was in the wrong and I would talk with the office manager about the receptionist not assuming which mom/patient it was. Our ortho has a computer sign in that my son signs in to. And if there is a question, the receptionist calls out "Ms X" and we speak at the counter. Our first visit we did go over the financial paperwork in private, but after that it has always been at the front desk.
This is my 3rd child with the 1st two not only having two sets of braces with the ortho in TX, but we worked with another clinic when we moved. And the above has always been SOP.
I will tell you we lost quite a bit of money when we moved, because the 1st ortho in TX got monthly payments and the one in NC needed more time to complete the process and charged us by the month. So changing practices after you start the process can be pricey. |
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Post by penny on Aug 27, 2015 21:50:57 GMT
If the discussion happened so that others could hear, they also probably heard he huge mistake and bad attitude... Embarrassing yes, but I think she's now made a reputation for herself and you'll be seen as the reasonable parent just asking to see the invoice...
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AnotherPea
Pearl Clutcher
Posts: 2,968
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Post by AnotherPea on Aug 27, 2015 21:55:17 GMT
I have more pride than grace. After she told my child to go on back I would have said, at a volume equal to what she used, "I will be happy to accept your apology when you extend one."
Depending upon how she then responded, I would follow up with the office manager.
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Post by melanell on Aug 27, 2015 22:04:53 GMT
Hugs!!! You are most certainly not the one who should feel embarrassed. And remember, while everyone heard her insist that you owed money, they also heard her eventually realize that she was mistaken about the entire time. I bet that at least some of them were probably thinking that you handled it better than they would have been able.  I would contact someone to let them know what happened. HIPAA violations are no small deal. I could try to give her a pass on the rudeness if it was a one time thing, but blabbing patients names and financial info in front of a room full of people. Not cool. |
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Deleted
Posts: 0
May 23, 2024 9:42:27 GMT
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Post by Deleted on Aug 27, 2015 22:15:45 GMT
You MUST make a point to speak to her manager and any one else who will listen. She doesn't belong doing that job if that is how she treats people. You should not feel embarrassed, she should. And if it had been me she did that to, she would have been.
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Post by k8smom on Aug 27, 2015 22:18:24 GMT
Holy guacamole! Unprofessional x infinity! This is a tough one. In my opinion, the receptionist checking in patients should not be the person responsible for collection / financing / billing. I wore braces as an adult and both kiddos wore braces, and the $ person was always tucked away in the back in an office. So although I think this person deserves a write up for her unprofessional behavior, I also think the office needs to reevaluate their practices. If it was just a silly mistake and you truly do look like the other child's mother, at the very least she should have apologized. As far as what to do now, after the fact, hmmmm... I think I tend to agree with other suggestions to write a complaint to the office manager and cc the dentist.
Hugs, that had to be mortifying. Ugh. Life sometimes throws us these gems but remember it's our behavior that matters and it sounds like you kept a cool head.
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MorningPerson
Pearl Clutcher
Posts: 2,506
Location: Central Pennsylvania
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Post by MorningPerson on Aug 27, 2015 22:23:40 GMT
There is NO way I would let that go. I would talk to office manager and also to ortho. Unacceptable. ETA: And another thing > You must be a very sweet person. To only mention that you were embarrassed shows class. I would be pissed! Well thank you for that. The more I thought about it today, the more it bothered me. sharlag Everyone who was standing at the front desk waiting to check in could hear her talking to me. It's a big dental and orthodontic clinic with two lines for signing in when you get there. The woman made it seem like I was trying to get out of paying them and that wasn't the case. The whole thing probably would not have happened if she had allowed us to sign in with my DD's name. But she thought she recognized me. My DH is a nurse and works in a clinic. He was concerned about the HIPPA violation. Yes, this is definitely a HIPAA violation. I have volunteered for 2 different healthcare related organizations here, and have had HIPAA training for both places. The training has (rightly so) placed the fear of God in me for revealing any information, even if it's only the fact that a person is a patient at one of the facilities. Aside from the legalities of that, though, the receptionist was very unprofessional and her higher-ups need to be informed. |
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Post by crimsoncat05 on Aug 27, 2015 22:30:21 GMT
she NEVER should have done any of that without confirming who you were FIRST-- then, to do it all in the reception area?? Totally wrong, from a customer service AND patient privacy standpoint.
Whoever her manager is should hear about that, as well as the fact that she never apologized for her error or for mistakenly embarrassing you.
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peabay
Prolific Pea
Posts: 9,621
Jun 25, 2014 19:50:41 GMT
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Post by peabay on Aug 27, 2015 22:31:14 GMT
Is the rudeness a pattern with her? If not, I would be inclined to let it go. She did apologize, and everybody makes mistakes. I understand that HIPAA violations are serious business; for that reason, the consequences could be grave for the receptionist if you report it (especially in writing). Maybe she deserves it, or maybe she made a mistake and will be doubly careful about making assumptions in the future. There's no way for me to tell. We have been to this orthodontist four times now and she has never been rude before. She is the one who drew up the paperwork which stated what my insurance covered and what I owed when I paid her two visits ago. She gave me a copy of the paperwork so I could send it to my ex so he could see what his half to pay was. I gave her a pass at the time because she genuinely thought I was someone else. As soon as she pulled that file and I saw the pictures attached I realized she had us confused with someone else. But it took me telling her several times that I did not understand where the $500 payment was coming from and her threatening to cancel the appointment before she would even pull the file. What annoys me about her is she was so freaking sure she was right - that she knew who you were. She couldn't possibly have been wrong. I mean, really! That's what needs to change - in addition to the public shaming of people who owe them money! |
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Post by scrapmaven on Aug 27, 2015 22:31:59 GMT
First of all, Didn't she violate HIPPA laws by giving patient info on another patient? She acted completely unprofessionally and was very out of line. I would email both the office manager and the dentist. Money grabbing at the dentist is creepy. You didn't purchase a used car. Complain and remind them about HIPPA laws. Patient privacy is essential.
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Post by annabella on Aug 27, 2015 22:41:37 GMT
I always complain to the doctor about front desk staff.
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Post by birukitty on Aug 27, 2015 22:48:20 GMT
I would write a letter to the office manager and cc the ortho. This. Exactly this. Because this way there is a written record of exactly what happened and the office manager can refer back to it, and the orthodontist also knows. Telling someone something isn't the same thing as having a written record of an event. If you tell the office manager about it then she will have to tell the orthodontist about it and it's then her interpretation of the event. Remember that old game of telephone? By the time it got all around the room of one person telling the next person the sentence it was completely different. I think this is serious enough that there should be an complete accurate record. This receptionist broke the Hippa rule by revealing what was in that other patient's records. Yes, she did it by mistake, but that is a serious mistake. They don't take that lightly. Honestly it was a stupid mistake. If she can't do her job correctly, maybe she needs to be retrained. The office manager and the orthodontist need to know about this. You as a client I would think want to make sure they find out in case she does the same thing with your record to another client, right? If I were you, I'd be writing the letter. Debbie in MD. Quoting myself which is weird I know, but I just wanted to add something. Another Pea mentioned bringing the letter in person and handing it to the office manager which I now realize makes complete sense, because if you just mail it in the office receptionist would receive it first and may intercept it and throw it away. So in addition to my post I would also write the two copies of your letter, put them in the same envelope and hand them in person to the office manager. Tell her you CC'd the orthodontist and you are leaving it up to her to give him the copy of your letter. I would not wait until your next appointment to give the office manager the letter but do it as soon as possible. I did mention the receptionist breaking the HIPPA rule in my post and yes, your husband is exactly right too. It is very serious. I would also mention this in my letter. Debbie in MD. |
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Post by houston249 on Aug 27, 2015 23:05:26 GMT
I am sorry you had to deal wih this kind of poor behavour.
I dont know if anyone has mentioned this but she should have checked the records immediately, yes even before you asked she should have pulled them up to double check the situation. Even if it was just to prove you wrong. The front office is the first defence to prevent problems on down the line. Often what record that is pulled in the front office is the one used in the back to treat the patient. She has a responsobility not only to the patient but to her own office staff.
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Post by LavenderLayoutLady on Aug 27, 2015 23:23:33 GMT
I would definitely say something to her manager.
And I don't think it is too late to do so.
Making a mistake about what you owe is one thing. If she believed you to owe money, she should have pulled you to a private place & spoke to you there. Debt-shaming is inexcusable.
And she should have been falling all over herself to apologize to you when her mistake was shown.
I'm angry on your behalf.
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Post by destined2bmom on Aug 27, 2015 23:46:56 GMT
You may not like what I am about to say. Yes, I would document it. Yes I would write it to her Office Manager and the Orthodontist. But I would also call and demand that she be written up and tell them you don't want to ever deal with her again.
Your daughter is going to have braces for a long time and you or whoever she mistook you to be, doesn't need to deal with a little snot!
And if it were me, I would also start looking for a new Orthodontist and let them know that you are and why. Public humiliation is completely uncalled for in any type of business.
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AmeliaBloomer
Drama Llama
Posts: 6,842
Location: USA
Jun 26, 2014 5:01:45 GMT
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Post by AmeliaBloomer on Aug 27, 2015 23:55:37 GMT
What is it with orthodontists' money people???
We paid IN FULL for my son's braces. (There was an incentive.) Many months later, they call to say they have to discontinue treatment because we haven't paid them ANY money. Long story short: we had to send them a copy of the almost-year-old check.
A few few months later, they got a new billing person, and the the same (!) exact (!) thing (!) happened again. This time, I flat out refused to send the evidence.
Yes, if I were you, I would call the office manager. There are several things the employee could have done differently. Maybe your call will save someone else from embarrassment in the future - whether they owe money or not.
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tincin
Drama Llama
Posts: 5,368
Jul 25, 2014 4:55:32 GMT
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Post by tincin on Aug 28, 2015 0:01:54 GMT
Aren't orthodontist's covered by medical privacy laws? You now know all about the other Chloe's mom, wonder who she's told your information to? I would.
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sweetpeasmom
Pearl Clutcher
Posts: 2,592
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Post by sweetpeasmom on Aug 28, 2015 1:45:58 GMT
Yeah, if it were me, I'd be having a talk with her boss. Even if that were the ortho himself.
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Post by mrsscrapdiva on Aug 28, 2015 1:46:36 GMT
First I want to say I am sorry this happened to you.
Second, I am not someone who gets embarrassed easily. This probably wouldn't make me embarrassed but it would sure as hell make me angry. Just reading this made me mad at this lady. There is no doubt, I would be making a call to the that person's manager tomorrow. I think what she did was unexceptable from all angles.
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theshyone
Pearl Clutcher
Posts: 3,411
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Post by theshyone on Aug 28, 2015 3:45:32 GMT
Innocent mistakes can be handled with care, compassion & humility. Really if you don't speak up nothing will change.
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scrapaddie
Drama Llama
Posts: 5,090
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Post by scrapaddie on Aug 28, 2015 4:10:55 GMT
I think the embarrassment should be on the part of the receptionist. She is the one who did wrong. You did nothing wrong and I would mention it to the office manager. Even if you were the person who owed the $500, this would still not be acceptable.
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Post by miominmio on Aug 28, 2015 5:06:47 GMT
Definitely call the manager, and tell him/her what happened, AND send a letter! Even if you were the one owing her money, her behaviour was unacceptable! And breaching patient privacy like that? That's taking unacceptable to another level. You do not EVER do something like that. She handled the whole thing as unprofessionally as possible, and her boss needs to know that.
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MerryMom
Pearl Clutcher
Posts: 2,539
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Post by MerryMom on Aug 28, 2015 12:13:43 GMT
On a positive note, she did ask you to come around the counter.
I would call the office manager first, NO LETTER AND NO EMAIL first! Follow it up with a letter.
A mistake is one thing, but failing to apologize for her mistake is uncalled for.
Sorry, I don't think it is a HIPAA violation for a picture to be seen, any more than people sitting in a waiting room is a violation of HIPAA, especially when so many orthodontist's offices have pictures of clients posted after they get their braces off. The receptionist mistook the mother for some one else, it's not like she had the conversation with her about paying the bill when she KNEW it was about another patient. The receptionist thought she was showing the OP her daughter's file.
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Post by jeremysgirl on Aug 28, 2015 12:17:35 GMT
Well thank you all for your perspective. I am going to give a call there this morning and talk to the office manager.
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Post by gailoh on Aug 28, 2015 12:30:47 GMT
You have no reason to be embarrassed and I also would talk to the manager even now...
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Post by STBC on Aug 28, 2015 12:39:37 GMT
On a positive note, she did ask you to come around the counter. I would call the office manager first, NO LETTER AND NO EMAIL first! Follow it up with a letter. A mistake is one thing, but failing to apologize for her mistake is uncalled for. Sorry, I don't think it is a HIPAA violation for a picture to be seen, any more than people sitting in a waiting room is a violation of HIPAA, especially when so many orthodontist's offices have pictures of clients posted after they get their braces off. The receptionist mistook the mother for some one else, it's not like she had the conversation with her about paying the bill when she KNEW it was about another patient. The receptionist thought she was showing the OP her daughter's file. That's the problem. The receptionist should have verified identity first. She made an assumption, which she should not have done. |
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Post by peasapie on Aug 28, 2015 12:56:38 GMT
Why were you embarrassed? She's the one who looked like a fool. I think you handled it really well, stayed calm, insisted she look it up. Well done!
I don't like to get people fired unless there is some serious malfeasance, and in this case she clearly is being told to screen at the desk for payment, so that part of it I would speak to the manager about. But I don't want to think that someone is going to lose their job for confusing me with someone else, so I wouldn't be discussing that with the manager. You dealt with it already.
ETA: If there is a HIPAA violation, that would be a reason to bring it up to her manager. Also, if the rudeness is more than a one-time event.
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scrappinmama
Pearl Clutcher
Posts: 4,884
Jun 26, 2014 12:54:09 GMT
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Post by scrappinmama on Aug 28, 2015 13:54:03 GMT
Oh hell no. That lady had no right to treat you like that. I would complain.
I had an extremely rude encounter with someone at my oral surgeons office. The first time I let it go. The second time, I sent an email stating that I would no longer be a patient. I got a call from the surgeon apologizing. So yes, absolutely voice your complaint.
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