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| - Thanks for wasting a month of my time and a month of my medical insurance fees that have now gone unused......
(Before you read this, please understand that this is front office based, not care based, the PA, Christine was awesome)
I called to follow up over a week prior to my appointment to be sure that all of the necessary paper work was in place and the approval was on track with Blue Cross Blue Shield. I was told that yes, all of the paperwork is in just waiting for approval.
Fast forward a week and two days to the day before my appointment, (today, my appoint WAS tomorrow), I was called and told that I need to agree to lab fees and that they are ordering my medication. I asked if there was an approval and was informed, "not yet, still waiting on insurance". So I called BCBS to give them grief, but BCBS informed me that they had informed SW Urology that the claim was denied. So SW Urologic had planned to schedule me on a denied claim, knowing I would have to come out of pocket around $1,000 instead of $100, but didn't bother to tell me.
BCBS further informed me that SW Urologic had not sent over the historical docs that are required for approval. So I called my previous doctor to see if they had sent them to SW Urologic, they said they had not heard from them.... they probably hadn't because my previous doc was having technical email issues, but that doesn't really matter as SW Urologic said they have everything, and when asked didn't do their due diligence to get the documents needed, completely dropped the ball.
So I called back to SW Urologic to get the process moving as it should have a week ago when I did my follow up call, and I got the "office manager", Dr. Worischeck's wife, she was Not a nice person, not helpful and claims ZERO responsibility. When I followed up a week ago and they KNEW they didn't have the docs and hadn't submitted them, they should have followed up then, but did not, because the office manager (Dr. Worischeck's wife) claims that they are not responsible. Repeatedly telling me that they are not the ones holding this up, deflecting responsibility again and again saying that my previous doctor's office was to blame!? Well, The previous doctors office is not getting the approval for this procedure, SW Urologic is. When you have failed and are responsible for the failure, own it and fix it. Don't point fingers like a child or lazy employee, or lazy spouse.
Horrible customer service, horrible attitude and a business that I will not visit again unless that "office manager" is no longer there, being a wife, this is not likely to happen anytime soon. We can all hope for a divorce I guess....
I would advise you to look elsewhere, there are better people to deal with everywhere and there are dozens of offices accepting new patients.
I would also advise SW Urologic to find a new "office manager", she has driven my business away permanently.
Now I have to find another office and go through the INSURANCE's month long process to get my care.....
Hope she has as bad a day as I am because of her personality and attitude.
People that have to earn a living do not treat people that way. That's why nepotism is always a bad idea when it comes to business, in this case I'm sure there is no recourse or corrective actions against her so her behavior will never change. This situation just cost them a few thousand worth of business a year from me alone. Arrogance and condescension is not a selling point and is not "earning" business...
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