I have had a horrific journey with the administrative staff at my ENT practice, and I need to know if these types of practices have managers of any kind that would take a complaint?
The doctor is wonderful. I have no issues with him.
This practice is 5 star rated so this appears to be an experience unique to me. One of the employees had a very bad reaction to my employer on my visit and I'm wondering if I'm being ridiculous to think I might be purposely 'lost.'
Is this normal to you?
The person in charge of scheduling and obtaining the insurance pre-authorization never called me in the expected 5 business days. I waited 10 and it was after three weeks and four polite but persistent emails later that I finally got her to respond and actually call the hospital and get me a surgery date.
I had checked with my insurance thinking they were the hold up but they had nothing on me. She said she couldn't submit to the insurance without a date of service.
When she finally got the surgery date, she also confirmed she would now submit and get back to me with my insurance information.
Two and half weeks later, I checked with my insurer. They still have nothing on me. She's never submitted and I am done babysitting her.
To really add insult, I also booked a recommended allergy test with a $100 prepayment and completed paperwork on my first day there.
When no one called me the week before to make sure I wouldn't compromise the test, I called and found out the appointment I waited almost six weeks for no longer existed and my $100 payment had been applied to another bill without my knowledge.
I also learned I have a pre-op appointment I never scheduled or knew about on 5/17 which is not happening as far as I am concerned at this point.
Is there someone over the office staff that I can speak to? I don't even know if they have a manager or supervisor at a medical office.
I'm not looking to fire anyone. I just want to save the next person and be fair. I would also love to bust them if someone is really so stupid as to be targeting me in some way because they hate my boss or co-worker.
Who would you ask for if you wanted to discuss the office staff and/or outside surgery scheduler issues?
They do have a generic messaging system in the patient portal but I have no idea who that goes to and I obvoiusly don't want it going to the two people who have been zero help. They'll trash it like my surgery request apparently is.