Forefront Dermatology Goldsboro, NC
“The doctors are amazing! They take their time, genuinely listen to all of my concerns, and answer all of my questions. I have been very impressed with the care I receive from the medical team.
Unfortunately, the major issue is the call center. The calls are handled overseas by representatives who often have difficulty understanding English and, more importantly, seem unfamiliar with how American insurance companies and healthcare systems work. This makes simple scheduling, billing, referrals, or insurance questions incredibly frustrating and time-consuming. They have no idea what they are doing!!!
What is even more disappointing is that I have been told many patients have complained about the same issue, yet corporate leadership continues to ignore it. I understand that companies are looking for ways to reduce costs, but when cost-cutting comes at the expense of communication and patient care, it becomes a serious problem.
Healthcare is already complicated enough without patients having to repeatedly explain how their insurance works to someone who isn’t familiar with the American healthcare system. The doctors and clinical staff are doing an excellent job, but the call center experience needs significant improvement. They have no idea what they are doing and it’s a fight to make a simple appointment.
I truly hope corporate leadership starts listening to the patients who are consistently raising this concern. We deserve a call center that can communicate effectively with us and understand the healthcare and insurance system we are navigating.”
