Baptist Health Medical Group Family Medicine

Jillian Patterson _{on Google}

Mar 8th, 2024

I had to wait nearly 3 months to see Candice Shireman. A day before my appointment I found out there was an issue with my health insurance. I called my insurance company and they told me they were fixing the issue and going to expedite it but I was assured my coverage would be effective again soon and they would back pay any claims. I was concerned I would not be seen at Baptist due to my insurance not being in effect. Bad timing for this to happen especially when I had to wait so long for an appointment and Baptist is not to blame for my insurance issue. The problem I have is one day prior to my appointment I called the office and explained what had happened. I gave her all of my insurance information and she told me my insurance was valid and the effective date was that day which lead me to believe my insurance company had remedied the issue. I asked her multiple times if everything was in order before I made a trip the following day to be seen. She assured me she checked everything and there would be no issues because my policy was currently in effect. I did all my paperwork online, arrived 15 mins early only to be told they could not see me because my insurance was inactive, unless I wanted to pay out of pocket. Although I was fuming inside, I politely asked how this could happen when I called yesterday to make sure this exact situation didnt happen. She asked if I talk to someone at the office or at the call center. Ummmm, I called the office phone number, I dont usually need to ask that question. I assume that any person that answers a phone for a doctors office is capable of doing their job equally. I was then told no that is not the case and that call center associates are not able to handle insurance issues and next time I need to be sure Im speaking with someone at the office. I can only imagine the look on my face because I stood there absolutely dumbfounded. So I seriously called what I thought was my doctors office and had a lengthy conversation about my insurance and the person on the other end is not capable of helping me?!? So she faked it instead of getting me to a person that could help me?!? I have some serious health issues I needed to be seen for but I dont think this is the place I can trust with my health after this experience. If the lady at the front desk would have made any attempt to address the issue or been apologetic of any sort maybe I would not be writing this but I am still sitting here asking myself, Are you f***ing serious