Vinh Nguyen Reviews (%countItem)
Vinh Nguyen Rating
Address: 420 E 6th St, Odessa, Texas, United States, 79761-4529
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Address: 420 E 6th St, Odessa, Texas, United States, 79761-4529
Phone: |
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Add contact information for Vinh Nguyen
On 1/20/2020 at 3:26 pm I called the dr’s office to ask about bringing in my daughter for a sick visit. The receptionist said I needed to be there in 15 minutes in order to be seen. I arrive within 10 min and it takes 5 minutes for the receptionist to acknowledge me because she was chatting and laughing with a woman at the window. She finally takes my ID and new insurance card and says she’s going to verify it. I hear her talking to the dr asking “what do you want me to do?” And “She’s sick.” She calls me to the window and says she can’t verify my insurance because it’s a holiday (MLK). I asked if she could verify on the online portal or via *** or AIM and she says no because they don’t do that. She says BCBS is on the east coast and they were closed due to the holiday or time. She stated the dr said he would not see my daughter unless I paid cash up front or made an appt for later in the week after she could call BCBS to verify my benefits. I have been bringing my children to this dr/practice for 10 years and I’ve never brought on problems with not paying cash when I didn’t have insurance or having bogus insurance issues and I was very upset that he or his staff would send us away so quickly even when I had a sick 3 year old at my side. I ended up at the urgent care ran by the local county hospital and they had ZERO problems calling and verifying my insurance. I have never met a lazier staff that the one *** has in his office. Again, I have been coming to his practice for over 10years and this is not my first time having issues with his staff. The dr is wonderful as a physician. However due to his staff and being turned away this last time I will be requesting my children’s medical records and moving their care to another physician and based on my experience I will not recommend his practice.
See attached.
Complaint: ***
I am rejecting this response because: Yes, Dr did call to discuss the complaint I made about his staff on 1-20-2020, however, he also brought up an insurance payment that was pulled back from him back in 2017 which I was not aware of, that was the first time I had heard of that and I have been to his business with my children plenty times between 2017 and 2020. It was never mentioned or discussed during any of the visits. I feel like he is turning the complaint around instead of accepting it, and resolving it (which I thought we had after our call). His response was very disappointing.
Regards
There are certain facts that one should keep in mind in reviewing the above complaint:
1. Parent has responsibility to inform provider of their up-to-date insurance, insurance changes, demographic changes at all visits.
2. Medical insurance terminates the day he or she quits their job.
3. Parent signed financial responsibility agreement at our practice for services provided.
4. Parent has insurance card with separate customer service phone to contact regarding eligibility and benefits. Provider is not allowed to speak to insurance representative on customer service line and must use provider number line only.
5. Parent receives detailed explanation of benefits (BOB) as well as insurance reversal from his or her insurance for service provided.I had addressed the complaint at length with the mother with personal phone call. She states that she works in the healthcare industry during our conversation; nevertheless, she stills rejects the response, not understanding the case complexity and did not fully clarify with you how insurance "pulled back" its payment from my practice.
I had submitted to you documents regarding my insurance appeal, the insurance denial for past visit citing a quote is not a guarantee of payments. For your review, I had also included, for the contested MLK holiday 1/20/20 encounter, the on line *** verification stating demographic information did not match for the client. My staff called the provider phone line and was informed with an automated response that it was closed due to MLK holiday. I am sure this was made known to the mother. She could have called available customer reserved line to verify this fact as well.
Again, please let me reiterate specifically the facts for your review. This mother terminates her insurance in 2/16/2017. She did not inform our staff of her insurance status during her child's 4/26/2017 visit or of her job or insurance termination. My staff verified on line as well as received in-person phone reference quotes for her child visit. I provided service and immunizations to her child and had a financial loss for 4/26/2017 service.
I have myself informed mother of the insurance denial. Specifically on 3/27/18 4:11 pm, I personally informed her that I was in dispute and was appealing her insurance for the 4/26/2017 visit. I also informed her that I am not in her new Galaxy insurance network for her child's subsequent scheduled visits and given her choice to find a provider who is listed in Galaxy network. She reaffirmed her subsequent appointments and agreed to be self-pay for the visits. I gave her discounts for preventive visits as self -pay client and kept her child's immunizations up to date for age. On1/20/2020 MLK holiday encounter, her new BCBS insurance did not match online verification. Please review the submitted documentation for that 1/20/2020 encounter.
Over more than 20 years, I have provided care to sick children in need without charge as well as provide care and performed procedures on insured newborns whose parents do not pay for service. I have countless encounters of parents who had not fulfilled their promised financial responsibilities for services done for their children in time of need. I have also had financial loss on those who signed up with healthcare market insurance, Obamacare, to receive medical service, immunizations and immediately afterwards cancelled or failed to pay their premium during grace periods.
I have laid out the facts for you to review and come to your own conclusion. I do resent mother's candidness and rash judgment for her action with Revdex.com complaint and her Google review of my practice without careful thoughts and considerations.
I wish her best in her endeavor with her new provider as she states she is not happy with my practice.
Sincerely