1 /5 Gibelle Acosta: I came to this office for an active medical concern and pain that I was having. I arrived a few minutes before my appointment time, and while Im trying to check in Im told I have to wait due to a balance. Yes, I had a balance. I had changed insurances a while ago and for some reason this required multiple updates to NYP/Columbia so they could bill the correct insurance. I had spoken to billing 24 hours before my appointment and told them once the claims were processed Id pay as much as I can of the accurate balance (I had been told that my claims were denied again).
The receptionist brings out the manager who did not introduce themselves. They basically repeated that I had a balance, how much could I pay, and that I needed to make a payment. Their attitude was condescending and I felt attackedm They insisted they were not denying me medical care, but they were publicly humiliating me discussing my business right next to the open waiting area, and making me late to my appointment. The manager then made me sit in the waiting area for about 15 minutes and I was then brought back to the front by the receptionist. I was given a phone and on it was Ann from one of the billing departments. She has an attitude that Ive dealt with before since she had called me recently, but I was exhausted and in pain and broke down crying on the call. I was put in a private office in the front to calm down (which could have been used to discuss this instead of out in the open in front of others in the waiting area). Eventually they let me go to my appointment.
Lauren Golfer is an amazing NP, and my nurse Cynthia was incredibly sweet. I forgot the tech and second nurse who saw me names, but they were also wonderful. It was unfortunate that I was made to be so late by staff, and I hope I didnt cause too much problems in the schedule. The manager was adamant that my lateness didnt matter, but as someone who works in a non-profit clinic appointment times are important. Emergencies do haopen, and this was not one of them. This could have been handled with much more grace and tact. There are some amazing medical staff within NYP/Columbia, but theyre still under a business that clearly values money more than the person. My experience at this site was horrific and I will not return in person at least. I hope theyre more thoughtful of any future guests who may have a balance and are trying to get some much needed medical help.
