The staff are outrageously unprofessional, incompetent, and unempathetic. I was referred to this office due to severe pain stemming from a herniated disc and resulting sciatica. I made an appointment for an epidural injection to reduce inflammation and alleviate pain. I was not asked for medical records or to make an initial appointment for a consultation or examination. I assumed it was because I was referred to the office by another medical provider.
3 weeks later and 2 days before my appointment, a receptionist called to inform me that my insurance company had not yet approved the procedure. The following day, another staff person called to inform me that my insurance company denied coverage and that I should follow up with the company. Upon doing so, I learned the following: the staff requested coverage for the wrong procedure (an exploratory injection) and the medical office, not patients, are required to follow up with the insurance company. Upon calling the medical office again I learned the following. The staff unilaterally scheduled me for an exploratory injection despite advising me that I would be receiving an epidural injection. The reason for this: because they did not have my medical records. Notably, I am in possession of those records and they never asked me for them or told me that they needed them. Also, my prior medical provider's office confirmed they never received a request for my records.
The staff at this office advised me that they would obtain my records and submit a request to the insurance company for the correct procedure. They did not and, instead, allowed the time alloted by the insurance company to submit an accurate request to expire.
Upon calling the office again to speak to a manager, I was advised that there is no management beyond the physician who, notably, never bothered to follow up with me concerning this mattter, despite my complaints to his office and the referring physician.
As a result of the incompetence and misrepresentions of the staff and lack of follow up from the physician, I was forced to remain in pain for over 3 additional weeks while waiting for an appointment with another provider who did get approval from my insurance company and ultimately performed the procedure.
The worst part of this experience was the unapologetic and unempathetic behavior of the staff. Even if their actions could be characterized as errors, they continuously made misrepresntations to cover those errors and never sought to rectify them. Also, this office purportedly specialized in pain management for my very condition. So the staff knew how much pain I was in during this ordeal, yet took no remedial actions. They never even offered a consultation or examination appointment with the physician. read more
