Elmbrook Pediatrics Sc

Disclaimer: The physicians here are AMAZING. This review has nothing to do with them. This review deals specifically with the people in the billing department.
We had been going to Elmbrook Pediatrics for over a year with our infant son, always had a good experience, always paid bills on time.
Trying to be as concise as possible, our insurance denied a large bill that they should have accepted. When we found out the error (on the insurance company’s end), they apologized and asked Elmbrook to resubmit the bill.
Elmbrook’s accounting department refused. They said that if they submitted a bill again and it was denied, that they were responsible for it. But I had the insurance company on the phone saying that they made a mistake, they were going to pay the bill, they just needed the paperwork. Again, Elmbrook refused.
I made countless calls back and forth trying to facillitate an agreement, but the people at Elmbrook wouldn’t budge. It got to the point where I was endlessly on hold, and they were sarcastic and unprofessional when we would talk. FINALLY, the insurance company suggested that I just fill out the billing paperwork myself, and sent me their blank copies. So I went down to Elmbrook, got all of the appropriate paperwork, got it signed, stamped, whatever, and mailed it in. Two weeks later, my insurance company happily paid the bill.
The physicians and staff at Elmbrook need to seriously re-​evaluate the customer care experience outside of the exceptional service that we received from the wonderful doctors and nurses. We left Elmbrook for Tosa Pediatrics and have had a fantastic experience. Even when we had a small issue that we were at fault for, they worked with us and resolved the issue in a timely, professional manner.