at this location I gave the front desk my insurance card and license. The individual behind the desk said that I needed to pay my co-pay. I explained that my out-of-pocket maximum had already been met so I don't owe a co-pay. she kind of laughed at me and said that's not how insurance works. (no that's exactly how it works in this case). I pulled up my Aetna application on my phone and showed her the amount that I owed on my other claims since July which is when my out-of-pocket maximum had been met and they all showed zero I pointed out that a lot of these were with my primary care physician which still showed zero for my co-pay. She told me that she cannot see me nor can she bill the insurance company without me paying my co-pay. She said that if I overpay my insurance will reimburse me. This is definitely not the way insurance works. If I pay the little clinic $15 my insurance company will not reimburse me $15 the little clinic would have to reimburse me for overpayment, however I chose not to pay and therefore I was unable to be seen. I think some education is strongly necessary at this location.