I was referred to Queensboro Oral Surgery & Associates by my dentist for a consultation about…read morereplacing a tooth I had extracted. I've been putting off getting an implant for a while because I wanted to carefully weigh my options, especially since implants can be expensive. I finally decided to schedule a consultation, and the process was very easy. The receptionist took my insurance information over the phone and scheduled me for the next available appointment.
On the day of my visit, I was in and out in less than 30 minutes. They took a panoramic X-ray and thoroughly explained the implant procedure, what to expect during surgery, the healing process, and the long-term benefits of replacing the missing tooth. Since I already know that missing a tooth can cause surrounding teeth to shift, I appreciated how informative they were about preventing future dental issues.
I was also very upfront about being nervous. I've had root canals, wisdom teeth extractions, fillings, and other dental procedures over the years, and dental work has always made me anxious. The staff was kind, patient, and reassuring, even though this visit was only a consultation. They explained that local anesthesia would be included with the procedure, while IV sedation would be an additional out-of-pocket expense since insurance doesn't cover it.
Before I left, the secretary came over to my chair to discuss my insurance benefits. She explained that my primary insurance would cover 50% and my secondary insurance would cover the remaining 50%, which led me to believe the procedure would essentially be covered in full, aside from any non-covered expenses like sedation. Because of that, I felt comfortable waiting for the prior authorizations before making my final decision.
A short time later, I received an email from my primary insurance showing what they approved, and it listed that I would still be responsible for $1,117.50. I wasn't overly concerned at first because I assumed my secondary insurance authorization was still being processed and would cover the remaining balance, just as I had been told during my consultation.
The only reason I'm not giving five stars is because of what happened afterward. When I called the office to ask about the secondary insurance authorization, I was surprised to learn it had never been submitted. Instead of acknowledging the oversight or apologizing for the delay, I was simply told they would process it and that it would take about two more weeks. That was disappointing because I had specifically explained that I wasn't comfortable scheduling surgery until I knew exactly what my financial responsibility would be. I don't think patients should have to call back to make sure paperwork that was promised is actually being completed.
At this point, I still won't schedule the implant until I know exactly what my out-of-pocket costs will be. Overall, my consultation experience was excellent. The oral surgeon and staff I interacted with during my visit were professional, informative, compassionate, and made me feel at ease. My only complaint is the lack of follow-through with my insurance paperwork, which unfortunately delayed my treatment. I hope this was simply an isolated oversight because my experience in the office itself was otherwise very positive.
