This review is about Dr. Franks' office because I didn't even get to meet her.
Here are my key points because the rest may be a bit long.
1) A subpar employee in the doctor's office reflects poorly on the doctor.
2) If you are a new patient, be familiar with your insurance policy. For example, apparently some insurance policies mandate that you wait 12 months + 1 day before you can get your annual pap smear.
I found Dr. Franks through Cigna and online searches, and scheduled a 9:30 appointment for my annual checkup before the year ends. This morning I followed all instructions- arrived 15 minutes prior to the appointment time, brought all completed paperwork and patient surveys. The receptionist named Destiny took my paperwork, led me to an exam room, and asked if it had been 12 months since my last pap smear. I responded I'm not sure but I have test results from my old doctor (she closed her practice and mailed me my records) and can show her.
Destiny looks at my file and notices that the last one was late December of 2014, which is not quite 12 months and a day. She says Cigna will make me pay for this out of pocket because it hasn't been 12 months yet, and that this could end up costing me hundreds of dollars. I wasn't aware of this, but I trusted that she knows what she's talking about. Destiny offers to double check, comes back and says I should reschedule because yes Cigna will force me to pay for this out of pocket. At this point I genuinely appreciated her proactive concern and agreed to reschedule to January.
I left the building, get to my car, and call Cigna because this ridiculous rule made me miss out on my medical checkups this year. But Cigna tells me this is incorrect, they will cover the cost of today's exam/test results 100%. It was now 9:45a- hoping I can maybe get this over with after all, I immediately called the hospital from the parking lot and explained the discrepancy between what Destiny told me and what Cigna told me. They put me on a long hold (nearly 13 min) and say the doctor can still see me. So I rush back into the building and get to Destiny's desk. She comes out of the back door and is visibly annoyed with the situation and is adamant that Cigna will make me pay for this out of pocket. I tell her then why would Cigna tell me it's 100% covered, to which she says she checked with the doctor who has never seen this before, checked with her coworkers, and they all say the same thing. She has the SAME policy. She even made a show of calling her boss in front of me to confirm. Still confused and now feeling like an idiot, I asked can we call Cigna to double check? Response: she doesn't have the time right now- there are patients waiting and it is getting late (past 10a). What?! SO WHY THE FUCK DIDN'T YOU CALL CIGNA EARLIER WHEN YOU WERE FIRST "DOUBLE CHECKING"???
Destiny was adamant that I had it wrong, that the Cigna rep had it wrong, and that I can sign a waiver saying I understand I may be billed for this visit because Cigna will not cover it. Even though I'm pissed with her incompetence, I'm not willing to risk paying hundreds of dollars out of pocket for this increasingly awful experience, so I leave, get back to my car, and call Cigna again. Because SOMEBODY is wrong here and I'm not going to just let this shit go.
The Cigna rep I got was the same woman I spoke to the first time I called. I gave her the update. She kindly explains that this (getting another annual before 12 months has passed) happens all the time and that it is odd that the hospital is so sure about what's covered in my policy when they haven't spoken with Cigna. She also offers to speak with the hospital directly and see what's going on and what she could do for me. At this point, I know today's appointment is not going to happen, but I want that lazy ass to hear from the insurance company directly, so I tell the Cigna rep that I would like for the hospital to be made aware of this. This lovely rep (Jillian) went out of her way to figure this out. First she confirms the billing department of the hospital is in agreement with Cigna on this, and that I should have been cared for today. (20 minutes passed) Jillian then had a 3-way call with someone else at the hospital and finds that this 12 month + 1 day rule is an OFFICE POLICY. What in the hell... By then another 20 minutes had passed.
I missed work and wasted hours here because an incompetent employee doesn't know the difference between insurance policy and office policy and was too lazy to make a fucking phone call to Cigna.
Sorry Dr. Franks, I'm sure you are as great as the other Yelpers say. But seriously, what a great hire. read more
