Reporting surgery coordinators

Hello, I am not sure if this is the appropriate forum, as my lament isn't about the insurance company; rather, it is about the surgery coordinators that have done such a poor job that I feel I ought to report them - I am just not sure to whom. Who can I report these people to? I have already spoken with my surgeon, but I suspect that he is the "silent partner" in the business. First of all, my surgeon is wonderful and I won't name him out of respect. He is affiliated with a business that coordinates the bariatric surgeries, meaning, his office doesn't handle the precertification paperwork, this third party does. In addition, the fees are extremely high (over $2k per patient) for this and are not covered by insurance. So, I went through the program but had to demand over and again that my paperwork be sent off. After a month and a half of calling and sometimes showing up and not leaving unti someone sent a fax, they finally sent the paperwork off. I was approved and had a successful surgery, thankfully. My husband decided to have this surgery also. Despite the frustrations with the coordinators, we chose to remain with the same surgeon because he has an impeccable reputation. However, the same problems exist. We are in our second month of just trying to get them to send the paperwork to the insurance. Here's the kicker, this week my husband was denied because the coordinators failed to sent a peice of paperwork, even after the insurance company called to request it twice. THis was a standard item that gets faxed with everyone's pre-surgery paperwork, and item that have had in their posssession the entire time!!!!!!! We haven't paid my husband's fee yet, and really don't want to pay them for a service we didn't receive. Suggestions, please!!

Lisa, I really feel for you and your hubby. I would talk to them again and then to your surgeon. Make him aware of this problem and tell him of your confidence in him but not in the choice of the coordinator. If he is a silent partner he will be responsive to the situation. This coordinator will impact on his professionalism as they are a part of your surgical experience with his practice. Do not make light of this to your surgeon. This can reflect on improper practices and cost him in referrals from patients. I am currently dealing with my file being lost with my surgeon's office. I have found that a positive attitude helps in dealing with office staff. Remember it is all about the surgeon. He or she is why we are there, not the office staff, coordinators, or nurses. Good Luck , franni

Thanks, Franni. You are right of course. He is an excellent surgeon, and very personable as well. I see the surgeon on Tuesday of this week for a fill. He'll get a polite earful from me then.