I showed up for my app 10-12 min early and after being asked for my driver's license and insurance…read morecard, was presented with about 6 sheets of forms - all standard and expected - except for one: The "Credit Card Authorization" form asked for my credit card info for them to keep on file and charge as they saw fit. I handed the forms back to the lady, was called back, and told the "credit card authorization" form was required to be completed. I explained I was well insured and had completed all of the other forms and those specific to "responsible party" and was uncomfortable writing my credit card number down on a sheet of paper for them to KEEP on file. The lady next to Brittany said that "this was required and their practice's policy." I explained why I was not comfortable with this policy and this was the first time it was brought to my attention, and if this was their practice's policy, they should inform patients and before they are standing at the front desk - waiting to be seen - in a room full of people.
Brittany went to go speak w/ the "Billing" person, came back and said "sorry, they will not make an exception." Mind you, there is no issue for me to pay a co-pay in person with cash or a card or debit card, but to hand write my credit card number down on a piece of paper and have it "stored" on file is not normal. I expressed my disbelief that I had waited for this appt and now they would not see me unless I wrote down my credit card info - on a piece of paper - for them. So, I left. I was now, in my car, in the parking lot, and was going to go back inside and insist to speak w/ the "billing" person. Not wanting to make a scene - I was literally in tears at this point - I called and spoke with Brittany. She said the "billing person was Sabrina" (who - of course - is on the phone with an insurance co. her to have Sabrina phone me - because this was a really, really bad experience. First, for most women - a gyno appt is very personal, intimate, and invasive. For many - this type of appt can cause anxiety and distress. As a person with PTSD, I fall into both categories, and had to mentally prep myself for this appt., at this new facility, with people I had never met before and have them look up my privates. Yet, I was prepared, got there early, completed their paperwork, and did everything as asked, except provide personal financial info - my credit card - on a piece of paper. After all - what is the purpose of insurance - in my case - we are blessed to have the best of the best insurance - Motion Picture Anthem Blue Cross - and in addition to standard "person with financial responsibility" forms - in this case, it was me - this office REQUIRES you to give them your credit card and authorize them to charge it at their discretion. That is NOT standard practice. I have seen doctors in and outside the UCLA/Anthem Blue Cross/Motion Picture System, and never once been asked to leave my credit card number on file. And if this is something this practice REQUIRES, in order for a person to be seen, they should advise and disclose this to the person BEFORE they have waited weeks for an appt and are standing at the desk.
I began to home when Brittany called back asking if I had left the parking lot yet (I said "yes") then she said she had talked with Sabrina and "she had made an exception for me and would like me to return for my appt and be seen today." Huh? I am truly in shock at this point. Seriously? I told her, "no." I do not feel comfortable nor safe now." She - Brittany - was very nice, but I made it clear that I was not going to return and was going to let my doctor know about this - "requirement" - and how it's sprung on you at the desk and that despite having proof of being well-insured with the best insurance one can have, it came down to give-us-your-credit-card-and auth to charge it at will or-you-wont-be-seen.
I got home, decided to call the facility back and went through phone prompts. #4 was for "Billing." It's funny that when pressing #4, the recording said "This extension no longer exists."
I am not expecting to receive a call back from Sabrina or Dr. Navi Navizadeh who is supposed to be the practice's owner and doctor. If this practice specializes as a "walk in clinic" and demands payment or access to my personal credit card before being seen - it's not the place for me and most people. Other people, I see, now, have written negative yelp reviewers about improper billing and difficulty with getting issues with the "Billing" person at this place resolved. Giving any doctor or authorization to go ahead and charge - at their whim - your card - for any amount and at any time - is very concerning. Because oftentimes, we see a doctor, get a bill a few weeks later, then a few weeks after that, we get an "EOB" - Explanation of Benefits - which comes straight from our insurance co and often shows a "balance due" of "0" or far less than the bill. That's what we owe. NOT what Dr. Navi bills for
