i don't happen to go to this particular doctor....but have noticed office staff in other professional practices are the same as you describe here. No people skills would be at the top, plus just poor office training! This all points to the H.R. folks (if any) at time of hiring. The front desk is the first impression of the business...or the practice and if these people drop the ball....then it might follow to the rest of the business (or practice). Also things generally start at the top....just saying!!!
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