Northwest Family Physicians

The office staff is not qualified to work with people. I arrived for my appointment and the front desk said that I called that morning and cancelled my appointment. This was not true and I told them. They said " we do not lie". I was patient and kind and never suggested that they lied.I asked to speak with the manager, they left for 10 minutes and came back with someone who said she would help me make another appt. not once did she let me tell her what had happened. Unorganized and rude!The Dr's I have seen there have always been very professional and I will go back just because of that but I hope the front desk is more organized and civil when I return.

So I call to make my daughter a doctors appoitment and the scheduler says, "oh wait she is BLOCKED". I ask blocked? she says yes, let me see why. I wait patiently and she comes back and says, "the credit card we have on file is expired, so she will need to bring in a valid card before we can see her". I proceed to make the appoitment. I hang up the phone and am so irritated by her customer service. BLOCKED??? Why didn't she just look in the system, see that she was BLOCKED and just simply state, I noticed that the CC we have on file for Lauren is expired, we will need to have an updated card on file when she comes in tomorrow." So I call her back and tell her to cancel her appoitment for tomorrow that I am sending her to Dillons Little Clinic so BLOCK THAT! Nice Customer Service NWFP. You need to choose your words better.

There was an error made on my insurance , I was charged a co- pay that should not have been charged ...when this was brought to their attention, the very same day , it was a fight to get the $25 refunded back . The billing department is the worst I have ever dealt with , rude , unprofessional , and the lack of customer service skills was almost comical ...almost . Heather in billing should find another career , one that does not include customer contact .

This whole office including dr baalmann are a joke they care more about money and insurance than they do the patients. They won't even fill out paperwork or fill scripts because they refuse to take my insurance. As far as I'm concerned they need to think about their patients over anything else. I'm glad we found a different doctor office. I will never go back to this joke of an office.

I will start with saying that my family, friends and I (9 people) have been patients for about a year at NWFP. The doctors and reception staff are all wonderful people. That being said, The billing person, Tasha and the office manager Heather are horrendous and legitimately cost that practice a lot of money every year. I had a bill that I owed and had repeated problems trying to pay through their portal. Life happens and I forgot about it. I was contacted by a debt collection agency trying to speak to my minor son. After several calls with this agency NWFP gave my minor childs info to the collection company as the responsible party. This is illegal. When I reached out multiple times in an hour to speak with the manager and try to find out from Tasha how this happened I was sent to Heathers voicemail. SHe called me and was clearly irritated that she was talking to me. I explained my issue as she continually interrupted me asking "What is your emergency." Then she told me that my issue was not an emergency. I explained what was going on and asked how this happens. She told me that she didnt know and she will send them the info they need. Of course I didnt accept this answer as this is a very serious matter and an emergency to me. She cuts me off and asks if I am going to pay my bill and immediately transfers me back to Tasha. Tasha asks if I am going to pay my bill. Tasha is very irritated with me as well at this point because Tasha says she has worked there for over 20 years but doesn't know how that happens and says I need to talk to Heather. I call back 10 minutes later to pay my bill. Interestingly enough, my call goes unanswered for over an hour. Finally, Tasha answers with her best customer service attitude (sarcasm). I pay my bill and ask if she can unlock my account. This must have been too much for Tasha on a monday morning. She said it would take a minute and I was transferred to Heather. Well, from all of the comments on Google and Yelp I can assume that I will no longer be allowed to get care from Dr. Cotter. Its a shame that people forget about just being decent to people and not act like you don't have time for your customers. My family and I will never go back to NWFP, nor will I ever recommend anyone to this business.

I called to give my son insurance info., We no longer get plastic cards. My son presented with his paper card. Yet they dont have the information I tried to give the information over the phone they wouldnt take it. I spoke with billing and than asked to speak with the manager. I spoke with Heather and she refused to take insurance info. They also refused to look up the information on line. Heather was very rude. I am also an office manager of a medical facility and I would not let anyone talk to our customers like that. For this reason I am thinking of changing my whole family to another practice. Dr Tana Goering you need to replace this manager

Horrible customer service! Literally can't even schedule an appointment without catching an attitude and today they even hung up on me! Time to find a new Drs office!

About a month ago, I had to see a doctor. My husband usually goes here, so I decided to go as I did not know where else to go. (We always have problems with billing staff. They don't answer questions well EVER-- for over 15 years!) I should have known better. When I came in, the receptionist greeted me and told me I had to have a payment method on file. I didn't want to put a card in their system for them to keep. The receptionist, herself, said she wouldn't either, but they require it before I could be seen. After much hesitation (especially since our tax accountant had just told us not to keep any such info in any systems), I gave her my card. I needed to see a doctor. After leaving, I thought I would just pay the bill in a few weeks and have them delete my payment method when I had a $0 balance. They wouldn't allow that either. Isn't that my personal information? I don't give the cashier at Walmart my card to keep, and I go to Walmart every week or two. Hopefully, I never have to go back to NWFP. I don't owe anything, but they refuse to delete my card out of their system. After two days, I am still waiting on a call back from the dreaded Heather that is mentioned in other reviews here. No wonder nothing can get done here except for stealing patients' personal information.

This location has continued to go down hill. The doctors are amazing, but the billing staff are rude and unprofessional. If you don't give them a credit card to keep on file, even with insurance you will be charged the FULL office up front. So having insurance really doesn't help, as it feels like black mail, give us your card or pay full price. If anyone on the insurance card has a bill, even if they are making payments, you can not see the doctor until the bill is paid in full. We have been going to the office for over 17 years and will be changing our doctor due to this crazy practice.

I've experienced great care and service every time I've been here or needed to call and schedule appointments with qualified staff.