Dr Rothbaum and his assistants in the rooms were fine, but the front desk staff have dropped the ball on multiple occasions. I was referred to a specialist at my appointment 2 weeks ago. That office called me back the same day telling me they did not accept my insurance. I called Dr Rothbaum’s office back and told them this, I was told they would talk to Dr to see what other options they have and that they would call me back no later than the next day. A week goes by and nothing. So I call to check in on that, they tell me that my referral was sent to a specialist and that I have to wait on them to call me. I tell them the specialist’s office already called and I already talked to somebody in Rothbaum’s office about it and that they were supposed to call me with information for a different one. They tell me the same thing, that they’ll talk to Dr and let me know by the next day. Another week goes by and again, nothing. This has happened 3 times now. Every time I call, I get the same answer and every time I tell them the same thing. I understand things are probably busy with the holidays and maybe it’s hard to find a specialist who accepts my insurance, but there is no reason they shouldn’t have record of me calling and be updated on where we are in the situation. Even if they are unable to find a specialist for me, it needs to be communicated so I can figure out the next step. This eye disease I was diagnosed with is taking a toll on my daily life and I need a solution as quickly as possible and I trusted Dr Rothbaum’s office to help me with that. So this has been a very frustrating experience.
edit regarding Dr Rothbaum’s reply: Yes I was told it would take 6-9 months during the FIRST phone call back to your office after the first office didn’t accept my insurance and I did say “wow that’s a long time” but I never said it was “not acceptable”. And I was also never told to speak with member services. After that initial phone call, I was told that they would continue searching for other options and let me know. I was going to move on and find my own way, but your employee told me they would. It is very sad and disappointing that either you or your employees are being dishonest about this. I am not interested in using your services any further after all of this.
