University of Maryland Faculty Physicians in Columbia — Attraction in Columbia

Unfortunately, my initial experience with the front desk staff, specifically a young employee named Jess, was unprofessional and frustrating. Cortnee, who checked me in, and Jamie, who brought me to the back, were the complete opposite – ever so sweet and understanding.

The day before my scheduled appointment, Jess called to inform me that I needed to reschedule because the reason I provided for my visit didn't correspond with an available time slot. This was confusing, as I hadn't chosen a specific reason; I simply made the appointment to be seen. When I clarified my flexibility, the conversation shifted to my insurance, despite having uploaded it during online scheduling.

Despite reiterating the uploaded information, Jess continued to insist on canceling my appointment. Frustrated, I requested to speak with the supervisor. After waiting on hold and then having the call disconnect, I contacted the office again.

A different staff member, Amanda, kindly rescheduled my appointment and confirmed that Jess had initially canceled it. While the supervisor, Ms. Haley Edwards, eventually called apologizing for not making it to the phone, she did not address the unprofessional conduct of Jess or offer any assurance of improved communication or customer service training.

This experience highlights the need for clearer communication and verification procedures within the front desk team. I believe focusing on patient-centered practices and ensuring accurate information handling would greatly benefit the clinic's overall patient experience.

However, I want to express my sincere gratitude to Amanda, Cortnee, and Jamie for their professionalism and kindness. Their positive interactions significantly improved...

The Columbia Office customer service is extremely frustrating and challenging. Despite positive experience with speciality care (doctors), recommend considering other local dermatology medical centers for care (e.g. Anne Arundel Dermatology, others).

Constantly put on hold, to include 30+ minutes, call back just to be placed on hold again or told to call other numbers (which did not help in resolving matter), sort of a ping pong affect. Additionally, representatives can be unfriendly/unhelpful in resolving concerns.

This rating is based on several interactions with the "Columbia" facility. Of note, Baltimore office/representatives seem to be under far better training/leadership in patient customer care service.

Elderly patients, as example, often have challenges navigating the various recordings/guidance and once put in contact with a medical customer care representative, the customer care representative should do their utmost to assist patients versus giving patients the runaround, to the point, they choose other local medical centers for their future medical needs, solely due unprofessional/unhelpful representatives, who are critical in coordinating patient care.

Follow up: Leadership cut/copy paste responses to negative google reviews, i.e. requesting more details via separate feedback link, likely contributes to nothing being done to address unprofessional customer service representatives support to, in some case, long term patients. If you look through 1-2 star reviews, should be enough to highlight a training and/or leadership issue overseeing customer representatives at the Waterloo -...

Worst place ever!!! Staff was completely apathetic and I received zero help. I literally waited for 2.5 hours only to be seen for 5 minutes and have absolutely nothing done. I was so frustrated I started crying and they only cared about rushing me out cause it was 30 min past 8pm, even though I got there at 5:55pm. And I could see if the urgent care was busy, but it was just me and a couple other people, the parking lot was practically empty, why was the wait so long?! The provider, Sandy Loan Hope, completely lied and told me that they couldn’t prescribe me an emergency medication because “they don’t do that in urgent care” and it’s considered “preventative” …then proceeded to say I could potentially go to another urgent care that night and get it?? Even if the other urgent cares weren’t closed at that point, how is it possible I could be helped elsewhere if you’re saying this isn’t something done in urgent care. Why would my PCP, who did not have any availabilities that day, tell me to go to urgent care in the meantime if this was outside of their bandwidth? An urgent matter can not be addressed in URGENT care? And when I asked if this was just a personal preference she immediately become flustered because she knew she was lying. They just did not care, which was incredibly disappointing, because I just needed help. Scared about my health and wanted some help, that’s all. I know some providers/ facilities do not care at all, but to be on the receiving end was truly awful. I’ve literally never had such a horrible experience somewhere, this...