The “Personal Touch” of One Medical – One Medical Review

About 8 months ago, I needed to sign up for insurance through the ACA. I called my local One Medical Practice and spoke to a gentleman there who knew exactly which insurance policies were accepted. This information was not correct on Healthcare.gov so I did need his support. Fast forward to Open Enrollment for 2022. Now when you call your “local office”, you instead get a call center. The two agents I spoke to told me I could call all of the insurance providers and give them One Medical’s Tax ID. (I guess they haven’t tried calling the insurance companies when Open Enrollment is in full swing!) My plan, in order to get expert help, is to take time out of my busy day tomorrow to drive over to One Medical to see if they can answer my insurance questions. Since the whole point of One Medical is to provide a “Concierge” level of experience, this move to some nameless call center where the agents know nothing is a terrible move. I get it. One Medical has gotten big and the local model may not be scalable, but for goodness sake, train your call center people to know the details of what specific insurance is available in each state. The website now repeatedly directs you to the app instead of a phone number. The list of accepted insurance companies, at least in my case, is nebulous. Shame on One Medical for making this change without considering the impact to their patients. After being a member since 2015 or 2016, I may just have to select a whole new practice where people at a local level can assist me.
Review by WW User Since 2003 on One Medical.