The "Gate Keeper" for Dr. Stewart

Ok this "woman" is on my nerves. I don't know if it is ok to say names in here so I will refrain but she is Dr. Stewart's "Gate keeper". Starting with a month ago when we scheduled a consult after the seminar, she is very snarky. I asked her if she would let us know in advance if there were any issues with our insurance since my husband and I both are looking to have the DS. She assured me that we would know a couple weeks before our appointment. I assumed since I had not heard from her that everything was fine. Our appointment is today. She called yesterday and was very chirpy and said, "Sorry, your insurance has an exclusion for weight loss surgery. Self pay is $200 each for the appointment, $22,000 for the surgery. Would you like to keep your appointment or cancel?" First off, I don't appreciate being delivered bad news as if it is no big deal. This is our lives we are talking about. It is like a news reporter saying "200 people died in this airplane accident" with a huge smile on her face. Second, she waits until the day before the appointment to let people know they have to come up with $22,000 out of pocket? My husband and I just started working for this company (our old one was bought out) so we had not even been sent our insurance papers yet, otherwise I would have known or been able to find out.

We told her we would call her back and she said "Well be sure and do that because someone else can take your spot if you aren't coming". We decide that we will cancel my appointment and keep my husbands. He needs the surgery worse then I do, I already have the sleeve, he has the crapband. we don't know how we will come up with the money but he can at least meet with the doctor. So this morning we are sitting here trying to figure out how to come up with the $200 for todays appointment being that tomorrow is pay day and we are completely bone dry. So I think, maybe they will accept a check if we tell them the cir****tance. So I call back and to my disgust I get her again. I ask her "Since we were only just told about the cost a day before our pay day, can we write a check....." and she cuts me off and says "Payment is expected at the time of the appointment". So I say "So you don't accept checks?" and she said "We do" so I say "Ok thank you very much!" and I hang up. UGH what a B$%*#!!!!!

That really was ****ty of this person to wait until the damn day before your appointment. Are you willing to have to deal with this person throughout your entire DS venture? Since you're thinking of keeping the appointment, I think I'd have to say something to her about how you felt you were treated and I'd be sure to do it in person. It's always easier to gauge a person's reaction in person than it is on the phone. I wouldn't stop there either. I find the doctor isn't even aware of the problems with his office staff until you tell them yourself; let Dr. S know exactly what you think of this particular staff member and let the chips fall. Good luck!

Just a quick FYI - lots of places now do an electronic withdrawal using your check just like a debit card. You might call and ask if they use that kind of service.

I don't understand why she still has her job. I know of not one person that has had anything positive to say about her.

Dr. Stewart is an excellent surgeon, so, figure out if it's worth dealing with her.

Well I agree there's no excuse for treating people snarky and it sounds like Dr. S receptionist could use a little tact. However, I think you should have known before you had them submit to your insurance that it has a WLS exclusion. I know, that I knew mine had an exclusion, so I didn't even bother to have have my surgeons office submit to them; I already knew it would have to be self pay if I wanted the DS.

Take responsibility for yourself and don't go around thinking the doctors office doesn't have anything to do but babysit you. If you're going to be a DSer, one of the most important things you have to learn it to take responsibility for what you have to do to be healthy. Seems pretty irresponsible to me, to ask your surgeon to submit to your insurance when your insurance has a WLS exclusion.

Kerry

Unfortunately she doesn't get better.  Although after your surgery you can just email Sue, you still have to make appointments through her.  Believe me I have told Sue or Dr. Stewart every stupid horrible thing she has done, in the hopes that they would chastise her.  I don't think it worked.

Betty

1) Just because some receptionist says you have an exclusion doesn't mean you do.  What did she do, call the insurance company and talk to some other low-level clerk?  You need to see the policy yourself.  Do NOT go by what she says -- there may be an exception to the exclusion, like, "unless medically necessary" or "unless morbidly obese" or something.  You need to see it, and even then, submit for insurance and see what they say.  Also, it is December -- does your insurance coverage (new terms) change in January?

2) Many surgeons have moles or spies *****ad these boards.  While you are pre-op and at the mercy of the staff at your surgeon's office, you might want to be more careful of complaining here.  Sad to say, but true.  It would be nice, however, if Stewart's post-ops got together and posted a thread here with their consolidated complaints, and then presented the link or a printout to him.

I'm sorry you are dealing with this kind of crap. For me that would be reason enough to change surgeons. UGH.

UGH!! Is she related to Dr. S some how? What is the deal?! I DREAD calling over there because of her! Unfortunately she is more than just a receptionist. I had a hell of a time convincing her I was self pay. She kept acting like she didn't really believe I actually had the money to pay for the surgery even though you have to pay in full 2 weeks before surgery with a cashiers check. It was pretty insulting.

How long ago did your company get bought out?  The company that bought it should already have their health policy in place and there should be someone in human resources who can get you a copy of your corporate policy.  Health insurance is not suppose to be a secret and what is covered should be in the corporate policy, it just takes a bit of time to read through all the fine print.

Good luck, and sorry for the "bad news".

Charrie