Seale Harris Clinic

I am writing to formally express my disappointment regarding the treatment I received from your billing department and supervisory staff. I drove 35 minutes to my scheduled appointment only to be told upon arrival that I could not be seen because of an outstanding balance. I was then informed that if I made payment arrangements, I would still be able to be seen once I checked in. I spoke with Jackie B., who was extremely rude, dismissive, and showed no empathy toward my situation. I explained that I was willing to make a payment, although I could not pay the full balance at that moment. Her response was, “Oof, that’s not going to do nothing,” which I found highly unprofessional and disrespectful. After leaving, I called and requested to speak with her supervisor, Arkesha Channing. Initially, she acknowledged that I should not have been spoken to that way and appeared understanding. However, once the conversation turned toward payment arrangements and I explained what I could reasonably… pay, her tone changed completely. She became rude, disrespectful, and unwilling to assist. When I asked for the chain of command, she stated that she was “not going to do anything.” She also refused to allow me to speak with her supervisor and stated that no one was above her. During the call, she placed me on speakerphone and spoke to someone in the background about me, saying, “She got a problem with her bill and everybody the problem but her,” and “She just don’t want to pay her bill.” Hearing a supervisor speak about a patient in such a degrading and unprofessional manner was extremely upsetting and unacceptable. I then spoke with her supervisor, Lorie, who also appeared more focused on the payment than the inappropriate conduct and poor customer service I experienced. At no point did I feel that my concerns regarding the disrespectful behavior were taken seriously. The doctors at your office may provide good care, but the behavior of the billing and administrative staff greatly impacts the patient experience. No patient should be treated with disrespect, spoken about negatively while on the phone, denied access to proper management, or made to feel insignificant because they are attempting to discuss payment arrangements. Based on this experience, I would not recommend this office to others unless significant improvements are made in professionalism, communication, and customer service within the billing department