This review is so unfortunate, since Dr. Benham was nice.
My daughter needed a referral to a pediatric ophthalmologist. When we checked out, the front office girl stated she would be sending the referral over immediately but it would be at least 2 weeks before a provider was chosen. The following madness occurred:
I waited 4 weeks to allow plenty of time (appointment on 11/1, called after Thanksgiving for update), and I was told by a nervous lady that I needed to wait for a call back in a few minutes.
I waited a few hours with no call back, then I called back for an update. I was then told I had to wait for the Dr. to come in the following day. I asked why, since she had already put in her referral and it was sent to insurance.
Spoke with the worst customer service person I have ever experienced, Monica, who said it was filed away and NEVER SENT!
If it wasn't sent, why are you stating you need to speak with the Dr, just trying to get me off the phone unfortunately because it was awkward for her to explain.
I could not believe it! I told her when we checked out it was supposed to be sent right away. She just stayed quiet and said she would send it then.
She said she would send it marked urgent (after I asked her to rush it) to the insurance, and was not empathetic but sarcastic and almost bothered that she needed to do this. I waited a few days for the authorization to go through, then contacted the insurance who stated Bernstein and Benham is required to contact me to provide the new provider info, which had been authorized 2 days prior. Needless to say, they never called to give me the info.
On top of all of this, when I called the authorized provider they stated Bernstein and Benham sent the referral with no codes, and it could not be processed without them! I feel like Monica did this purposely just to be spiteful, although I hope this is not the case. I was able to call and plead with the insurance to get it fixed because I never want to have any ties or communication again with this office. I feel bad for those who need referrals or anything other than business as usual, because it is like pulling teeth. All the while, my 5 year old has been the one suffering because she cannot see well out of one eye and needs glasses, all due to one person's negligence.