Really Unhelpful and Oppositional Clinic Coordinator
I have really been wrestling as to what to do over this issue for about 3 months now. I have been attempting to get this surgery scheduled for months now and I am honestly getting NOWHERE. This clinic staff is really just ridiculous. One day they say one thing, the next its something else. They seem to lose everything they get their hands on and do NOT comminicate with one another AT ALL. The main culprit is the clinic coordinator, she takes zero responsibility for anything. I have been with my PCP's office for years. My children see doctors out of the same office. I have NEVER had issues with them not supplying information in an almost instantaneous manner. Requests never take more than a day. I am talking doctors notes, my boys immunization records pretty much you name it. They even once faxed copies of our insurance cards to another physicians office when I was seeing a specialist and forgot to bring mine. They just are a dream to deal with. Yet according to this woman, my PCP's office hadn't supplied them with the requested documentation. Of course my PCP's office insisted that they have sent the documentation time and time again. It got to the point where this afternoon I insisted on a conference call between the PCP's office and the surgical clinic coordinator at which point the clinic coordinator did admit that the documentation was submitted WEEKS ago, but of course in order to save face IMMEDIATELY found the PCP's letter supporting the surgery inadequate. She also made another ridiculous request that could have been made MONTHS ago. In so many words she is saying that I need one final RECENT weigh in from my PCP. (I have corresponded with this woman on a regular basis at least twice a month, so there was ample opportunity for her to request this.)
The surgical clinic coordinator never takes responsibility for anything. It's always another medical offices fault, the insurance companies fault, or even my fault. Any and everyone but hers. Im sure many of you know that BCBS IL recently changed some of their policies to require a 6 mo supervised diet as opposed to a 12 week one. I merely mentioned to her that I verified with BCBS IL that in my case I only needed a 12 week diet since I began the diet under the old policy. I was attempting to inform her that I had a letter from BCBS verifying this and would be submitting it to her office so she can include it with the insurance company submission.. She went on a long hostile rant about how she works with all sorts of insurance companies and that the submission to the insurance company was a courtesy on their part, and that she had been telling patients that it is not her responsiblity to keep track of changing insurance requirments. Im sure this woman like many nurses is overworked and overstressed and the whole nine. But she is also a pill to deal with and seems to really get off so to speak on controlling this stuff.
I know that I am anxious for this surgery and could have certainly been blowing things out of proportion,, however even my PCP's nurse says we have gotten to the point where we are "revisting the same issues." She also stated that the surgical coordinator was causing everyone to "go in circles." She further stated that she had devoted a great deal of time to complying with their requests but they never seem to be the same. IN other words this surgical clinic coordinator is basically asking for the same stupid stuff in many different ways. So, its not just my pre surgery anxiety, the PCP's office seem to think she s a but nuts also. When my PCP's nurse stated this to her, she had no response. I really feel that I need to deal with someone higher up. However I am sure that the hospital administrators will likely side with their surgical staff. I am sure they surgeons office will simply say that the requirements are for the patients health and safety etc etc. Do you guys think that going over her head would help or hurt matters? Do you think going over her head is premature? I basically wrapped up all the pre op requirements in March. I have a copy of the cardiologists report and it had a bunch of medical terms and what not, but the last two sentences state something like. he can see no reason for patient not to have surgery. The clinic coordinator insists on a "clearance." I don't know what exactly that consists of, however I do know she coul have requested it MONTHS ago. I realize this turned into a rant but I really am torn as to whether or not to continue to deal with this woman.
The surgical clinic coordinator never takes responsibility for anything. It's always another medical offices fault, the insurance companies fault, or even my fault. Any and everyone but hers. Im sure many of you know that BCBS IL recently changed some of their policies to require a 6 mo supervised diet as opposed to a 12 week one. I merely mentioned to her that I verified with BCBS IL that in my case I only needed a 12 week diet since I began the diet under the old policy. I was attempting to inform her that I had a letter from BCBS verifying this and would be submitting it to her office so she can include it with the insurance company submission.. She went on a long hostile rant about how she works with all sorts of insurance companies and that the submission to the insurance company was a courtesy on their part, and that she had been telling patients that it is not her responsiblity to keep track of changing insurance requirments. Im sure this woman like many nurses is overworked and overstressed and the whole nine. But she is also a pill to deal with and seems to really get off so to speak on controlling this stuff.
I know that I am anxious for this surgery and could have certainly been blowing things out of proportion,, however even my PCP's nurse says we have gotten to the point where we are "revisting the same issues." She also stated that the surgical coordinator was causing everyone to "go in circles." She further stated that she had devoted a great deal of time to complying with their requests but they never seem to be the same. IN other words this surgical clinic coordinator is basically asking for the same stupid stuff in many different ways. So, its not just my pre surgery anxiety, the PCP's office seem to think she s a but nuts also. When my PCP's nurse stated this to her, she had no response. I really feel that I need to deal with someone higher up. However I am sure that the hospital administrators will likely side with their surgical staff. I am sure they surgeons office will simply say that the requirements are for the patients health and safety etc etc. Do you guys think that going over her head would help or hurt matters? Do you think going over her head is premature? I basically wrapped up all the pre op requirements in March. I have a copy of the cardiologists report and it had a bunch of medical terms and what not, but the last two sentences state something like. he can see no reason for patient not to have surgery. The clinic coordinator insists on a "clearance." I don't know what exactly that consists of, however I do know she coul have requested it MONTHS ago. I realize this turned into a rant but I really am torn as to whether or not to continue to deal with this woman.
can you talk to the surgeon directly and let him know there are unnecessary delays due to this problem in his office so perhaps he can address them and get them resolved rather than lose patients inlcuding YOU, . .?
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