FortuneTel

June 15, 2015Dear *** ***:On Saturday, April 25, 2015, *** *** *** and her son, *** ***, came to my office for cleaning visitsUpon *** *** coming into the Operatory, she stated MsTiffany J*** office/business manager was very rude and aggressive with herI
listened to her concerns and told her I would speak with MsJ***.Before I had an opportunity to speak with MsJ***, MsJ*** indicated she had called *** *** mistakenlyMsJ*** intended to call her co-worker, Shawn B*** office/front desk person, to inform her *** *** was unaware of her bill and was shocked by itMsJ*** knew to approach MsB*** in a calm and light manner about the situation because MsB*** and *** *** did not have a good patient/office relationship over the past couple of yearsMsB*** and MsJ*** had discussed the appointment book the night before as they always do and MsJ*** was made aware to please discuss with *** *** this ongoing bill problemI came to the phone and listened to *** *** and understood her being upset.After I hung up from her, I spoke to MsJ*** who was very upset as wellShe stated her and *** *** had always had a very good relationshipMsJ*** was aware that *** *** did not like to deal with MsB***, MsJ*** had extended herself and allowed *** *** to email her personal *** account to discuss billing issues and to schedule appointmentsIn 2014, MsJ*** stated she emailed *** *** from her *** account informing her that she was not good at checking her *** mail as frequently and to please contact her through the officeFurthermore, MsJ*** stated that she and *** *** had several personal conversations regarding a Hygienist that use to work here and that *** *** shared a personal relationship with and many other personal conversations MsJ*** declined to discuss.On the day in question, MsJ*** stated *** *** came in very confrontationalMsJ*** did state that she asked *** *** did she hear her because *** *** did not respondMsJ*** stated she told the patient that they had sent several bills and verified her address*** *** stated that was her mother's address and did not understand why she was not receiving billsMsJ*** went on to allow her to set up a payment agreement although the outstanding balance had been for more than a year.MsJ*** stated she had never seen *** *** with a disposition like this towards her*** *** had another child with her that was not being serviced on the day in question but MsJ*** wanted to ensure the child was comfortable and asked *** *** and the child was there something they would like to watch on televisionMsJ*** changed the channel and accommodated the patient.MsJ*** stated that because several of *** ***'s family members are a part of our practice she never mentioned to me the problems the team was having with *** *** in fear of *** *** leaving the practice and taking all of her familyMsJ*** thought it was something that would blow overOur part time receptionist, Larissa C***, informed MsJ*** that at a past visit she asked *** *** about her balance and *** *** stated MsJ*** always bills meMsB*** also stated *** *** has told her the same thing on several occasions.MsJ*** wanted to call and apologize to *** *** and I didn't feel she should at the time because feelings were involvedMsJ*** is deeply apologetic by the whole mannerMsJ*** is excellent with customer service and always receives rave reviews.On Monday, April 27, MsB*** informed me *** *** called the officeMsB*** said once again *** *** was very rude on the phoneI called the patient that evening from my cell phone and listened to her concernsI apologized again*** *** requested we send all her records which MsB*** didThey were sent certified mailThe x-rays were returned as unclaimed and unable to forwardThey are included in this packetPlease use these x-rays for your review as wellAlso I have attached a copy of the patient's Office Journal which shows bills were being sent consistently.Please call my office at ###-###-#### for any additional questions.Thank youRichard L. Jr., D.D.S