Sad to say I will not be back Simon Eye Associates – Concord Pike. I absolutely adore Dr.William H. Jeppe and the wait time is fantastic. Sometimes it takes a while to get an appointment but it is worth the wait because Dr.William H. Jeppe is one of the best doctors – not just optometrists, but doctors – I have ever worked with. Having said that, sadly, there are issues with the staff.
Long story short – Dr. William H. Jeppe proscribed an ongoing, monthly eye drop for me because I have very bad year round seasonal allergies and over the counter products just were not working. I actually went in the first time thinking I had pink eye. Dr. William H. Jeppe took one look at me, put the drop in and it worked. It was not pink eye but rather untreated seasonal allergies.
My insurance company paid for the drop for over a year. I then received a letter saying they would not cover the drop unless they received a pre-authorization. I called the insurance company. They said they simply needed someone from the eye doctor’s office to send a fax saying I had tried over the counter drops to no avail.
I had just picked up a recent prescription and wouldn’t need a new bottle of drops for a month so I called Simon Eye thinking I would be proactive and square everything away early. I was told Dr. Jeppe was on vacation and nothing could be done until he returned the next week. I was assured it would be handled, though. Having heard nothing two weeks later, I contacted my insurance company. No pre-authorization.
I then called the office. I spoke to the same woman – who had forgotten to send the pre-authorization. A few days later she called me back and said that the insurance company would not cover the drop and that Dr. Jeppe said to just take something over the counter. I then called my insurance company – no record of anyone from Dr. Jeppe’s office calling.
I was then assured again that all they needed to do was fax them saying I had tried over the counter drops and that they did not work and the prescription was necessary. I called Simon Eye back. At this point, I needed to pick up a new prescription. I was going to just pay out of pocket but I was told by the pharmacist that it would cost $228. That is the only reason I stayed the course with Simon Eye. I called on a Friday.
Called my insurance company the next day – no pre auth faxed. So I called SImon Eye that Saturday. I was told no one was in the office and it could not be done until Monday. I was told it would be done though. I called Monday morning around 11:00. Not only had it not been done but there were no notes about this in my file. I was assured it would be done on Monday and I was also asked to leave a message for the office manager, which I did.
Tuesday I called the insurance company – still not done. I called Simon Eye again. Today, Wednesday, I was finally able to pick up my prescription as the pre auth had finally been sent. Just now I received my call back from the office manager. In her voicemail she said, “I understand you are calling about a refill.
Dr. Jeppe said he cant refill it because the insurance company wont pay for it so just take something over the counter.” The level of miscommunication at this place is maddening. I really hope the staff can get it together because I love coming to see Dr. Jeppe but I don’t have the time or energy to deal with this level of incompetence. I hate to use such a strong word here but sadly, un der the circumstances, it is fitting.