Disgraceful IS the word that describes Summit Health.
All locations provide terrible service. They seem indifferent and do only the bare minimum. The authorization department rarely answers the phone and never returns calls, even when they request that you leave your information for a callback.
My doctor ordered an MRI, and when I tried to schedule it, I was informed that I needed authorization. I called back immediately, but was sent to voicemail. I tried again a few minutes later, hoping to speak with a real person, but once again, I was directed to voicemail. Hours later, I called again and, predictably, reached voicemail once more. At this point, it was clear that they avoid answering calls and prefer to handle everything through voicemail.
I left my information and the reason for my call, expecting a return call within a couple of days. However, nobody called me for two weeks. As my appointment with the urologist approached, I realized that I had not completed the MRI, which was essential for that appointment. So, I called them again, only to be greeted by voicemail yet again, requesting my info to schedule a callback.
This initiated a frustrating back-and-forth. I couldn't find an opening for the MRI before my urologist appointment, which forced me to change my appointment date. After finding a day off to schedule the MRI, I learned that the urologist's office had already decided to send me to SJRA without consulting me first, but they had no openings. I then requested them to change the authorization to Virtua Hospital, where there was one available appointment. They said it would be done, but when I called to schedule, I was told that the authorization hadn't come through. The representative contacted them on my behalf, and after some discussion, she advised me to call my insurance to sort out the mess.
When I called my insurance company, they confirmed that the MRI was authorized but for the wrong location. The insurance representative offered to call Summit Health as well. After their conversation, she informed me that they couldn't change the location. By this point, I had already spent two hours on the phone, and I was furious. Everyone involved knew this was time-sensitive due to the single available appointment. If I missed it, I would have to reschedule everything and potentially delay necessary treatment, which could be serious given the situation.
I called Summit Health again to explain my dilemma. Since they didn't see any urgency, I was informed that I would have to wait, as changing an authorization takes time. It seems likely that I will lose that appointment and have to reschedule all of my doctor's visits and the MRI.
So, I've made my decision: I will not be rescheduling with them. NEVER AGAIN. Summit Health is unacceptable! read more