Quest Diagnostics — rude refunds department representative
01/20/2017, I called Quest Diagnostics billing department and I spoke with Keith he was very accommodating and helpful on explaining everything to me. He said that my insurance already paid my bill and I will be getting a refund because I paid before my insurance paid the bill. He was not able to contact the refunds department at first to ask how am I getting my refund so he gave me the number [protected]. I called the number and the lady (she's lucky I didn't get her name) who answered my call was so rude and not helpful. I told her that I am calling regarding an invoice number and she told me right away that I am not in the system! She never even ask who or why am I calling. Because they usually ask if the caller is the patient, the date of birth and the address. (And I called just to know how am I suppose to get my refund because I paid using my credit card.) I told her that I spoke with another representative named Keith and he gave me this number, and she said he's in the billing department and there's no Keith in their department. So I ended up calling back the billing department and luckily I spoke with Keith again and he's helpful enough to call the refunds department and they were able to tell him the status of my refund. My point is, train your people, specifically in the Refunds Department how to answer phone calls and don't be rude, be polite to the person on the other line. And try to help as much as you can like what Keith did. Keith 5 stars!