Rocky Mountain Gastro Administration & Management Are Horrible. Docs and Employees Are Awesome
I had a procedure done at Rocky Mountain Gastroenterology's (RMG) Lakewood, Colorado location.
First and foremost, RMG's billing department, admin, office management and scheduling departments are a collective clown show and disaster.
My procedure was arranged through the U.S. Veterans Administration (VA) community care department and once the referral hit RMG, it became a nightmare.
The scheduling department does not have a clue how the VA referral works.
The admin does not communicate with scheduling department.
The billing department is some heavily accented third party billing company.
In the two months leading up to my procedure, I spoke with all of the above RMG departments to ensure that everything was in order and on each call, not a single person knew what was happening. They weren't aware if anything was needed from the VA, they weren't aware how the VA worked, how to bill or how to arrange my procedure.
In the months leading up to my procedure, I received four text messages telling me to call RMG to provide critical billing information. When I called, nobody knew the reason for the text message.
In the months leading up to my procedure, I received three phone calls from people at RMG telling me that they had a message from their billing department saying to call me about the VA but did not know the reason they were asked by their own company to call me.
On the day prior to my procedure which requires intense and uncomfortable preparation, I received a fifth call from a woman at RMG telling me that she had a message from her home office the prior week to call me AGAIN about the VA but because she was out of the office, she only got the message the day prior to my appointment and day of prep. She apologetically said that she did not know the reason for the call but was calling to let me know that she was told to call me ?????. Unbelievable and concerning to say the least.
After the fifth call from RMG where the person did not know why she was calling me, she just told me to call billing. I called billing and the heavily accented person at billing did not know why I was calling either.
I called the VA to make sure that they had everything sent to RMG that was needed and they assured me that they did.
THEN I ARRIVED AT 7:00AM FOR MY PROCEDURE AND WAS TOLD THAT THEY WERE MISSING AN AUTHORIZATION NUMBER FROM THE VA AND COULD NOT PERFORM MY PROCEDURE. So all of my prep and all of my follow up and all of my phone calls were for nothing. I WAS VERY UPSET TO SAY THE LEAST.
They had not even tried to contact the VA at any point over the two months leading up to my appointment. Instead, they called me without knowing why they were calling me and NEVER ONCE told me they needed information.
After learning that RMG had misplaced the authorization letter, they were just going to cancel my appointment ON THE DAY OF THE PROCEDURE. But I said OH, HELL NO.
I waited for the VA to open for the day and in less than 45 seconds, I had the authorization number and had it emailed directly to the office of RMG who received while I was standing there. WHAT A CLOWN SHOW. RMG could have made the same phone call months earlier and avoided this whole disaster.
Thankfully, when I got the authorization number, I was still within my appointment window and RMG got me in for the procedure.
The doctor, Dr. Korson was excellent.
The nurse who took me to the back and prepped me for the procedure was extra super excellent.
The receptionists were excellent.
The procedure medical team were excellent.
The corporate admin, scheduling, management and billing ARE HORRIBLE.
Thankfully, I'll never have to go back there and hopefully the VA will not send any more veterans there for medical care.