My experience with this practice was extremely disappointing.
My mom was scheduled for an endoscopy, and the office informed us that anesthesia would not be covered by her insurance. We immediately called the insurance company ourselves, and they confirmed that anesthesia for endoscopies and colonoscopies is covered at 100%. They also told us that the doctor's office simply needed to call the provider line to clarify the coverage.
When I relayed this information to one of the receptionists, I was told they had already been informed it wasn't covered and that they would not be calling the insurance company again. The receptionist was dismissive, unprofessional, and ultimately hung up on me.
I called back and spoke with another receptionist, Carla, who was kind and genuinely tried to help. She spoke with the practice administrator, who I was told is one of the physicians, Dr. Sucheta. According to Carla, Dr. Sucheta said she would rather cancel the procedure than deal with the insurance issue because she wanted to avoid having to issue a reimbursement if the patient ultimately overpaid since it's happened before in the past.
As someone who works in healthcare, I found this response incredibly concerning. Insurance issues happen every day, and when an insurance company is specifically requesting that a provider call to clarify coverage, patients should not be left to navigate the situation alone or have their procedures canceled rather than the office making a simple phone call.
If this is how patient concerns are handled, I would encourage others to save their time and seek care elsewhere. Patients deserve a practice that communicates professionally, advocates for them when insurance issues arise, and is willing to address concerns rather than simply cancel appointments. Based on our experience, this office failed to meet those expectations. read more