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Posted (edited)

I wanted to see if anyone else has had similar issues with CHI Franciscan in Federal Way, WA. Google reviews indicate this might be a common issue.

First everyone there has been incredibly nice and they were very helpful in getting my pre op requirements scheduled and completed. That part was a breeze. I completed everything March 15th. 4 weeks ago today. I was told they would submit as soon as they got the psych eval which was done 3/15.

3/20 which was the next Wednesday I was told they had everything and would submit to insurance 3/21 and that I should have an approval and a date in 2 weeks or a denial but I would know either way. They assured me they would call me. I have to date not gotten a single call from them. I've had to make calls.

3/27 I called my insurance and they hadn't gotten anything. I called back to the surgeon's office and they said they had sent it but since the insurance hadn't gotten it they would resubmit.

4/5 I found through my online portal for my insurance company that my insurance had approved my surgery. Last Friday I thought I would have a date by now.

I hadn't heard anything by Wednesday 4/10. So I called my insurance. They told me they had both faxed and emailed my approval to the surgeon's office. I called the surgeon's office and the receptionist said I had to leave a message with the coordinator so I did.

I gave her until today to return my call and she did not. I left her a voicemail early this morning and again late this afternoon. No return call. I understand they are busy but this is frustrating to not get a call back to let me know if they received it or not.

I hear people getting dates pretty quickly after insurance approval so I feel like this is abnormal but I could be wrong.

Their website says "We can usually schedule surgery immediately upon approval of insurance or after financial arrangements are made. When we obtain approval, we will contact you to determine if and when you are ready to schedule surgery. From that time, surgery can be within the next two months or at your convenience."

I thought once my insurance approved it I would get a date fairly quickly not be stuck waiting for returned phone calls

Edited by starladustangel

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I’m sorry you are having this issue. I wish I could advise you of what to do but I have similar issues w my dr. His office would go days without returning my calls. I complained to the office manager and things got better.

I used to work there when I lived in Auburn. But the dept I was isn’t related to bariatrics.

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I had my surgery through the same clinic. It took forever to hear back from them. My surgery was almost 3 months to the day from my approval. I have an idea they are very back logged.

Good luck!

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Keep pestering them! Ask to speak to a manager. Tell them that their staff are not following up on what they specifically said they'd be doing, which is staying in contact with you. Be assertive and make several calls if you have to. At the very least they'll stop giving people the expectation that they'll communicate with them in a timely manner.

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Thank you for sharing your experiences.

I called again Monday 4/15 and they finally returned my call. Only to say "we don't have your approval you need to call your insurance and have them fax it again."

Called BCBS and they refaxed it saying the surgeon would have it by the end of the day. Didn't hear anything back.

Called Tuesday 4/16 and left yet another voicemail. Finally got a call back at 5 pm saying they had gotten the fax and would have the surgeon sign off on it and call me back to schedule a date.

It's now Friday and of course they haven't called me back. It's now been 2 weeks since my insurance approved my surgery and I still have no surgery date.

I see people getting a surgery date relatively quickly after approval so this is ludicrous to me. I'm going to have to call back today yet again because I feel like if I don't call then nothing will happen.

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5 hours ago, starladustangel said:

Thank you for sharing your experiences.

I called again Monday 4/15 and they finally returned my call. Only to say "we don't have your approval you need to call your insurance and have them fax it again."

Called BCBS and they refaxed it saying the surgeon would have it by the end of the day. Didn't hear anything back.

Called Tuesday 4/16 and left yet another voicemail. Finally got a call back at 5 pm saying they had gotten the fax and would have the surgeon sign off on it and call me back to schedule a date.

It's now Friday and of course they haven't called me back. It's now been 2 weeks since my insurance approved my surgery and I still have no surgery date.

I see people getting a surgery date relatively quickly after approval so this is ludicrous to me. I'm going to have to call back today yet again because I feel like if I don't call then nothing will happen.

The last time I called I got a little short on their answering machine. I was called the next day to schedule.

I waited 8 weeks from the day I was approved until my surgery. Was approved December 17th and had surgery Feb 25th.

Hang in there, it should be soon!

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5 hours ago, starladustangel said:

Thank you for sharing your experiences.

I called again Monday 4/15 and they finally returned my call. Only to say "we don't have your approval you need to call your insurance and have them fax it again."

Called BCBS and they refaxed it saying the surgeon would have it by the end of the day. Didn't hear anything back.

Called Tuesday 4/16 and left yet another voicemail. Finally got a call back at 5 pm saying they had gotten the fax and would have the surgeon sign off on it and call me back to schedule a date.

It's now Friday and of course they haven't called me back. It's now been 2 weeks since my insurance approved my surgery and I still have no surgery date.

I see people getting a surgery date relatively quickly after approval so this is ludicrous to me. I'm going to have to call back today yet again because I feel like if I don't call then nothing will happen.

I see you have the same Dr I had. I only waited 2 months, I see I said 3 earlier.

Mine was so long because they were on vacation for Christmas.

Keep on calling them and it should be soon!

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I called this morning and again this afternoon. I probably sounded a little short on their machine as I said I need to know when this is moving forward as I have to arrange time off work through our short term disability and childcare for my two year old. I work for an insurance company and try to be nice when calling places but my patience is a little thin.

6 hours ago, gabybab said:

The last time I called I got a little short on their answering machine. I was called the next day to schedule.

I waited 8 weeks from the day I was approved until my surgery. Was approved December 17th and had surgery Feb 25th.

Hang in there, it should be soon!

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I know it is really frustrating. They told me they had to put it in Dr Anwar's desk for approval as well.

It seemed I would never have surgery and now I'm two months post-op.

I'm sorry it is taking so long, I know the frustration. Hopefully your voice mail will get then to do something and schedule you!

Best wishes!

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On 4/19/2019 at 8:31 PM, gabybab said:

I know it is really frustrating. They told me they had to put it in Dr Anwar's desk for approval as well.

It seemed I would never have surgery and now I'm two months post-op.

I'm sorry it is taking so long, I know the frustration. Hopefully your voice mail will get then to do something and schedule you!

Best wishes!

I called yesterday and they told me he's been busy with surgeries so may not be able to review it until Wednesday. :(

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I finally got a date today of June 3rd

Sent from my SM-G960U using BariatricPal mobile app

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3 minutes ago, starladustangel said:

I finally got a date today of June 3rd

Sent from my SM-G960U using BariatricPal mobile app

Yeah! I'm happy for you! Ps if you need Protein, check Walgreens. I was in there and they clearance a whole bunch and was 90% off.

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