Medical Office / Constructive Feedback X-posted

At one time, the office may have been less professional but also friendly. There was a change in office manager and things are very rigid. I think they try to act so professional they lose something in the process. A lot of reviews have stated the front-desk people are rude. This was true in the past for some time but staff has changed. They are very rigid. I liked the office more when you could hear the staff chatting among themselves at the beginning of the day. There once was a worker who got into a big fight with a utility company on the phone which I could overhead but this same woman always got my name right and treated me well. Now, the office is like "Quaker medical meeting has begun. No more talking - no more fun." Is there a saying less is more in professionalism. Act human. It is also difficult to explain something like a billing error. I know they lose business because of this behavior. Otherwise, the care has been very good from the doctor. I don't want to leave. Any memes. Suggestions.