MG

Unprofessional Staff - "AvistaMed, Do Better" My family have been patients at AvistaMed for their Primary Care Services possibly 2+ years now. There has been consistent billing companies and billing teams that have no clue how to bill. In fact, the offshore billing team has been a nightmare. Double and triple billing. This was related to copays paid in the office during office visit check-in. On ‘many’ occasions I've had to call and ask Dr. Punya Raman’s team for assistance with their billing company. Here team during those times agreed that my family and I do not owe money despite their attempt to collect and collection threats. I have also sent receipts and snip-its of bank statements. However, we stayed loyal to Dr. Raman. There has been a consistent rotation of staff. The gentleman that used to run the office was amazing. Unfortunately he’s been long gone. You learn the rotating staffs way of doing things. Last week this became an issue. Immediately out of the hospital I called for an appointment with Dr. Raman for follow-up care, as advised. I also wanted to advise that their latest billing company is charging for a service that they stopped billing for and wanted you to understand when the fees started up again. Gabby answered the phone 7:31a before I could speak, she asked me to hold, I waited 9 minutes, the call picked up and I was immediately hung-up on. I called back, I was happy that Bree answered. Bree had unprofessional tone when I said I was waiting and was hung-up on. She said I was never hung-up on. I asked why she had tone when I'm trying to advise of my experience this morning. We moved on and she scheduled me for a visit with the doctor. We then discussed the billing department. She refused to accept the process that was happening with the billing department and their prior process. Bree stated she’s been working there a month and know the process. Gabby was in the background talking then took over the phone call, again unprofessional tone. Gabby said she's been there 6 months and said the billing process has never changed. I asked if she can have Dr. Raman contact me about their unprofessionalism. Gabby then says “Dr. Raman will not be calling you back!” She said I could only speak to Chad Gammage the office manager. I asked for his number she gave me his email address. I searched online for contact information on how to call Chad and/or Dr Raman. I emailed them both. Although, I did not receive a call from anyone (smh) my thought was I would advise Dr. Raman of what took place during my doctors appointment this week (after discussing my emergent medical event). Today, I receive a “Patient Termination Notice” written on 9/20 (the day of my call to their office) and signed by Chad Gammage (potential relative or spouse of Dr. Raman, from what I am hearing now). He never called but sent the letter (smh). It also stated “Avistamed will release your medical records upon receipt of your new doctor’s signed medical release authorization form”. Being in insurance for 34 years I know my rights to receive copies of my own medical records. All of this to say… my horrible experience was unfortunately caused in part due to the team’s degradation of service, unprofessional staff and lack of understanding relative to continuation of care. I know this organization can do better, I've seen them operate professionally in the past with prior tenured staff.

Date of experience: 20 September, 2024