Any medical staff people here? I need advice.

Laura14 · ‎06-09-2014

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.

BLH · ‎03-10-2010

Do you have a healthcare consierge? I do and they will take care of any problem like that.

Laura14 · ‎06-09-2014

@BLH Is that from your insurer? I'm thinking not.

RedTop · ‎09-01-2010

When I was working, I took notes at the quarterly mandatory meeting between the Hospital Physician Liason and the Office Managers. Every doctors office had an office manager present. He/she is the one you need to help resolve your issue.

BLH · ‎03-10-2010

Yes it is through my health insurance company.

redwingsgal · ‎03-10-2010

I am so sorry you had to go through this, @Laura14 . I have both managed a medical office and now that I work part time, I am the procedure scheduler at my current office. In a short answer, YES, there is a manager somewhere. If this group is part of a system belonging to the hospital, you can call the group to complain. (For example, we are all state employees here as we all work for the State University where I live) The easiest and fastest way would be to google the office and see if there are numbers to call to complain/compliement employees.

If all else fails, call the hospital where said surgery was to have taken place and ask them who is the manager of this horrible group.

The only other case is if they are private practice, in which case I would complain directly to the doctor/surgeon

Good Luck and please do not let this go without speaking your mind!!!

I may not agree with what you say, but I will defend, til death, your right to say it

stevieb · ‎03-10-2010

@Laura14 Assuming they have one, as most do these days, go to the website and see if a practice manager is listed. If there is one, I'd ask to speak to her or him and would also document the above in written format to be sent or emailed. At the same time, I'd copy it to your doctor. They often have no idea what goes on in the offices, but they need to, as the offices so clearly impact quality of care.

In my pantry with my cupcakes...

Laura14 · ‎06-09-2014

@redwingsgal @RedTop @stevieb Thank you for your help!

I didn't see anyone listed on the website but it sounds like practice manager is the correct term. I will let them completely hang themselves until the pre-op appointment and then start asking for this person to share my experience.

@BLH It sounds like you have a great insurer. Mine apologized to me and said I had to get with the provider.

Laura14 · ‎06-09-2014

@redwingsgal It's interesting that you mentioned the doctor. I was going to leave the doctor out of it because he's not the issue and I didn't want to interrupt his duties with nonsense.

I had planned on emailing him a thank you (not sure if his email goes to him or his scribe which is why I'm hesitating since she's one of the two who has refused to help me) I was still going to attempt it in case he gets his own copy and let him know that due to administrative inaction I'll be unable to complete his treatment program.

I figured that would nail the coffin and save the next patient.