Horrible Service from Receptionist, Part 2
I found the name of a primary care physician that another doctor gave to me and I made an appointment with her so that I can establish a new primary care doctor with AETNA. Then I called AETNA so that I can add her to my policy. AETNA'S first response was that I don't need to list a primay care physician because I have an open doctor plan and I can see any specialist within the network that I choose without a referral. I told her that was my understanding and that I saw a neurologist last Thur with no problem but that Jill at this medical office refused to make the appointment until I called AETNA and established a primary. The AETNA rep asked me for the phone # of the medical office refusing to make my appointment because she wanted to place me on hold and call them directly to inform them that my insurance covers my appointment without a primary referral. She called and then told me that Dr. Valentine's office told her that it is not a matter of insurance coverage but rather, an internal policy where the office does not schedule any appointments for patients other than patients who also see a primary care physician within the same office!! There obviously are issues of training at the front desk.
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