The patient presented to our office on August 24, At the time it was decided Alpine would proceed to get authorization through the patient's insurance company to get an MRI Keep in mind that we cannot even beging the process until after we have the dicatation of her chart note completed which normally takes around days Lori called me, the office manager last Thursday September 3rd and expressed her frustration with not hearing from the company about her MRI or her referral to another physician I told Lori at that time I would look into this which I did that day The staff member that had worked on this originally was gone that day so I went to another staff member who contacted Lori's insurance company different times that day and could never get through On Friday I spoke to the staff members again and they worked on this all morning to get the authorization for the patient's MRI and faxed the order over on September 4th The referral to the other physician was also faxed on August 27th I followed up on this and specifically ask my staff members if they had completed the order and notified the patient which I was told they did and I looked at the orders to verify Yesterday when I took the phone call from Lori she proceeded to tell me how horrible our office was and that she had called the other company's and we had not faxed the orders So yes I did get defensive because we had done everything we could to complete this for the patient in a appropriate time frame given the many, many patients and orders that we are trying to process on a daily basis We had indeed put a "Rush" on this order to get this taken care of And again yesterday after the patient's phone call we contacted the testing company again and refaxed the order one more time Alpine strives to do a very good job for our patients and to be attacked when we had done everything we could to accomodate this patient's request was not justified
The patient presented to our office on August 24, At the time it was decided Alpine would proceed to get authorization through the patient's insurance company to get an MRI Keep in mind that we cannot even beging the process until after we have the dicatation of her chart note completed which normally takes around days Lori called me, the office manager last Thursday September 3rd and expressed her frustration with not hearing from the company about her MRI or her referral to another physician I told Lori at that time I would look into this which I did that day The staff member that had worked on this originally was gone that day so I went to another staff member who contacted Lori's insurance company different times that day and could never get through On Friday I spoke to the staff members again and they worked on this all morning to get the authorization for the patient's MRI and faxed the order over on September 4th The referral to the other physician was also faxed on August 27th I followed up on this and specifically ask my staff members if they had completed the order and notified the patient which I was told they did and I looked at the orders to verify Yesterday when I took the phone call from Lori she proceeded to tell me how horrible our office was and that she had called the other company's and we had not faxed the orders So yes I did get defensive because we had done everything we could to complete this for the patient in a appropriate time frame given the many, many patients and orders that we are trying to process on a daily basis We had indeed put a "Rush" on this order to get this taken care of And again yesterday after the patient's phone call we contacted the testing company again and refaxed the order one more time Alpine strives to do a very good job for our patients and to be attacked when we had done everything we could to accomodate this patient's request was not justified