Worst experience ever. First Coast Service Options Inc. would not offer any assistance because we were not a doctor and they would not provide a phone number of a representative to assist us. We have submitted all the documentation requested 3 different times and still no progress on our medical claim.
FCSO has the absolute worst customer service I have ever encountered! I have been waiting for a provider participation process to go through for nearly SEVEN months! It's not even on a new provider but rather a provider that has been practicing for several years but has now opened her own private practice and I had to obtain a group number/contract. I have been repeatedly told "I cannot help you. You must utilize the web site to see your application update - which there is NO UPDATE!!! I have waited the time period - and beyond - that it says to wait but still no update. I have also been told that it is against policy to give any information over the phone!!! When I mentioned that I have left messages for the person handling my application I was told that it's a waist of time to leave a message because no will call you back!!! Seriously - the most frustrating and totally unprofessional experience I have ever seen in my 15 years of credentialing!!!
Was told by Medicare to send an out of Medicare claim to First Coast. Provider did not accept Medicare, I was out of town & was injured by a bicyclist. First Coast sends me a rejection of my form to obtain Medicare payment & that the provider must complete & submit my claim. Provider is not a service provider for Medicare. What a stupid reason for denying the claim they knew provider was out of network, so wouldn't be submitting a claim. So I paid into Medicare for 45+ years and this is where my money goes - to contractors who make a lot of money for such stupid denials. Guess they get to keep their contract with Medicare by denying claims
We had a Medicare Payment to us (a check from Medicare) returned by the bank (Bank of America) marked "Refer to Maker" and an extra charge of $12 for the returned check. On May 16, I have spent 3 1/2 hours on phone trying to understand why the check was returned. I called First Coast Service. A woman there said they couldn't help and gave me a Medicare number. I talked to three people at Medicare. They could provide no reason and suggested the Bank. The bank person researched it and found no reason. Said I needed to talk the issuer of check -First Coast Service. I called them again and another woman said "I can't help you. No there is no one here that can help." I mentioned that First Coast issued the check. She again said No one in First Coast can HELP YOU!
I tried to find First Coast management on the Internet. No luck. I it is a maze without a name or a person responsible!
Poor customer service, poor attitude when dealing with providers. They try to push you to online services when they could tell you the information. No effort to do the bare minimum, think they are going the extra mile when they are simply doing their job. This government contract should be reconsidered
I agree with all of the above reviews. Their customer service doesn't even deserve one star but I had to give them 1 star in order to post this.
Just another government subcontractors that does not care about their customers. They were provided information required and a bill for $2,500.00. They returned the bill to me requesting additional information. I provided the additional information to them. When the claim was processed the second time they decided that they were not the proper place in Florida to file the claim. They also did not inform me that my claim was denied a second time. Instead of forwarding all the information they now have to the proper filing place in Nashville, Tn. Which makes since for someone with a customer service attitude.. Instead they did nothing. Now I have to file for a third time to another medicare company.
Great way to help a VIet Nam and Desert Storm Vet. The government should review their contract with First Coast Service Options Inc. They should take Service out of their name because they do not understand what service means. As a Navy Senior Chief in the Supply Department, I made one of my workers said he could not issue a part to a customer. I made that sailor walk down 5 levels in the ship to get a 50 lb valve and bring it back up to my office. I then made him carry it down to the customers work space. That is what customer service is all about. It is a shame that a company would accept money to do a job and not take the care and compassion to assist the customer to their fullest extent.
They don t do their job for the patient. They do the job to keep Medicare from paying on claims. They deny my claim saying that it s not medically necessary and when I call Medicare, they say they can t see the reasons given by the contractor which is First Coast Services Options Inc. All you get is a run around. You can t even call Medicare directly. When you call Medicare, supposedly, you are calling a call center that does not have ANY Medicare employees and eventually, some of them will tell you, Sorry, we are not really Medicare and we don t have any direct access to anyone at Nedicare. That should be a review before Congress right there. Who can give me a reason why FCSOI pulled an NCD number out of their... butt.
FCSO hires uneducated underachievers who are managed by older uneducated underachievers. Half of the representatives cannot speak proper English. But they are essentially government employees because of their contracts. They create resources that are essentially layered buffers preventing accountability and efficient navigation of their vague processes. Our hard earned taxes are paying these underachievers who hold our claims and applications hostage. Plus, half the time the internet resources are down and the departments are frequently closed for employee training. Of course, there is always the, "we are experiencing higher than expected call volumes," which has been going on for years. Is it really unexpected? If these people did their job efficiently and effectively, they wouldn't get so many calls. Then when you get frustrated by the run around you've been given, the uneducated representatives refuse to get managers and want to hang up. You can almost see the chicken neck and long nails flailing in the air while I listen to them.
If you request a manager to complain, they aren't available. If you request a manager to compliment the employee, you will get a manager. Interesting huh?
This is why single payer doesn't work. Government run entities like Medicare or the VA can provide service and care however they want without checks and balances. There is no accountability. If Disney did this, they would close. If Walmart did this, it would close. When FCSO does this, they clock out at the end of the day and return the next to deliver the same poor service. And they continue to receive their paychecks.
We taxpayers are paying for this poor service and we cannot vote these employees out. In a capitalistic society, businesses survive by providing a good product with good customer service. In this sense, they don't survive because of government contracts guaranteeing them jobs regardless of the quality of service they provide.
Worst experience of my life! For over a year I have been told i was born 1914 and dead! I have provided all data to verify who I am including letters from social security. FCSOI will not correct their records or file the claim!
I sent a claim to First Coast, no help there they told me I had to talk to Medicare which I already did. They had know idea where my claim was or how to solve it except to resend it and right a new letter. However they did tell me they may or may not have received it. I know they did they sent me a letter stating they received it but no one can seem to help as time goes on six months now thanks for all of their assistance.
By far the worst experience encountered ever, they either don't know their job or they just don't want to do it. I wonder how their employees get away with this incompetence and lack of insight. Moreover, they always find someone else to put the blame on...THIS NEEDS TO CHANGE, A MASS REPLACEMENT OF THEIR EMPLOYEES IS VERY MUCH NEEDED ASAP.
Sent in my claim information, never heard from them and impossible to contact them. Please close them down!!
This is a terrible outfit. No one knows what is going on! They pass the buck and act like it is someone else's fault!
Would give them zero stars. This was the worst place to work for. The managers were borderline abusive and should have never been in their positions. Also they had no clue about their "minions" were working on or couldn't even understand it. I know a few people that wanted to get lawyers involved due to how employees were treated.
I have mailed information they requested twice, but continue to receive the same unfounded, letters. I am now using the mailing address found on the Internet to send via certified mail.
fcso.com