Vivian F.
1/5
I loved Dr. Diéguez I was so happy after seen by him I thought wow this is going to work out he actually said to me that he was going to push for me to be able to see the best Orthopedic surgeon which I had been personally referred to by my daughter. But the office personnel are a NIGHTMARE! After several weeks of back and forth requesting they send out the referral, and authorization request to my insurance, nothing has been done. On top of it my insurance Ultimate called Josie at the doctors office and (Marjorie,supervisor at Ultimate) from my insurance assured me that they know what had to be done, that she had spoken to Josie. Three or four days later I called to speak to Josie,left messages, never returned my calls. Also after another day I spoke with Monty who is the office manager. Well he sounded so nice I felt that this was going to finally get resolved. Big MISTAKE! He asked me to call him the following day but Igave him two days, and when I called, he was being rude, and kept on repeating that the doctor was an out of network provider, he would not let me explain that I knew that I knew that but it was his office that was not sending any request. No request was sent for the Doctor and no request was sent to the insurance company to request authorization, but all he wanted and was interested in was getting the names of all the people that I spoke to at Ultimate Health Plans. I was almost in tears and he was not only not helping me at all but showed no empathy after I told him that I was sick and his attitude and non assistance was making me anxious and so frustrated.He did not want to take responsibility for doing the right thing which was to to put in the request for authorization to the insurance .Such a simple thing to do. But he did not want to do his job.He chose to antagonize me and feel terrible. These people might seem very nice but they are truly worthless when it comes to performing simple task. For the office manager to get me so frustrated and antagonizing me the way he did is unforgivable. Very unprofessional employees. No empathy displayed y this office manager named Monty. It’s a shame cause Dr.Diéguez deserves better. Iam worried about having to go back to that office. I believe that this staff would retaliate because of how they’ve treated me. I am afraid to go back. I am a disabled 69year old widow. Shame on them! They’ve had a month to do their job to no avail. I’ve had to call Ultimate to intervene, because this has become a nightmare to just get this authorization request completed. They gave me no choice but to file a grievance because the authorization requested has not been done nor does it seem like they were going to do anything after being loudly harassed by the office manager, bellitleing me, by repeating the same thing over and over and not letting me get a word. I had also requested twice for an appointment to see or speak to the doctor and the response was to speak to Monty. I told him that I wanted to speak to Dr Diéguez and he did not, nor did any other employee. I tried getting an appointment and was not given one, I told them I wanted to speak to the doctor and was never transferred. I had specifically requested several times that the authorization be requested expidited but I found out today from Marguerite whose the Manager of customer service for Ultimate, that they just received the authorization , but standard. This means that it’s going to take weeks for the authorization for outside network to be processed. This was Monty’s retaliation towards me. They knew the need but decided to make it even harder for me. This is inexcusable. If they would have put the request as expedited the process for my insurance would have only taken up to THREE days or less. They knew this, and finally after almost a month they sent the request as standard.
