2 /5 stacia Pencz: I have been a patient at this dental office for several years and have consistently had positive experiences with both the dentist and the dental technician. Dr. Pena, in particular, is an exceptional practitioner who provides high-quality care and demonstrates a genuine concern for her patients. However, I feel compelled to address the challenges I have encountered with the office and insurance staff, which have significantly impacted my overall experience.
Over the past year, my family and I have faced increasing difficulties in navigating the administrative side of our visits. We have multiple insurance plans and have made it a priority to confirm the total out-of-pocket cost prior to our appointments. Unfortunately, despite repeated assurances from the staff, this information is often not provided in a timely manner. This has resulted in several instances where we had to reschedule our appointments due to the inability to verify our insurance details before our visit.
Additionally, I have found it problematic that the staff member responsible for insurance verification does not arrive until after 11 AM. This scheduling creates unnecessary delays for patients with morning appointments, as we are left waiting for her arrival to confirm costs.
I attempted to discuss these concerns with the office manager, but I found her response to be dismissive, which was disheartening. Recognizing the importance of patient feedback, I also brought these issues to Dr. Penas attention, as they affect her practice. I was pleased to see that she addressed the matter with professionalism and understanding, which ultimately led to a more constructive conversation with the manager.
In conclusion, while the clinical care provided by Dr. Pena and her team is commendable, the administrative challenges have made it increasingly difficult to continue my patronage. I hope that the office can improve its communication and operational processes to better support its patients in the future.