Business ProfileforTyler Oral and Facial Surgery Center

I called to schedule an appointment after being referred by my dentist. I was told they did not accept Tricare East but they were providers for Tricare West. LOL...it is all the same, only broken down into regions. It was Tricare West where I used to live in another state. Then, I was told by ****** that I would be responsible for all costs and Tricare would reimburse me. I told her I had been on Tricare for 18 plus years and had never had to pay a "provider" and then wait for reimbursement. I asked her if she had called Tricare. She replied, "I don't need to call because I know how it works". I called Tricare who said they would call Tyler Oral and Facial Surgery to get the tax id number and by running that through the system they would know if they were providers or had ever submitted a claim, since ****** said they had worked with Tricare in the past. Tricare could not find them in their system. Come to find out they are not providers East, West, or any other region and had never put in any claim to Tricare. So, ****** was not honest about knowing how Tricare worked since she obviously had never worked with them. She even went so far as to tell me they had allowed a patient, who had Tricare West, to have a procedure done and then had to send them to collections because Tricare had paid the patient and not them. And the patient kept the money. Had this office been a provider and the procedure was covered then Tricare would have been billed and the doctor paid directly. No check would have been sent to the patient to pay the doctor. That does not even make sense. I think she just wanted to get me off the phone. How could Tricare pay them if Tricare has NO record of ever doing business with them? I am sure there will be some kind of excuse from someone covering for her actions. I know what I was told by Tricare and by ****** and it does not add up. If the office manager wants to call me I will be glad to speak to them about this.

I am very sorry to hear you are so upset. We did in fact give you a little bit of wrong information on your initial call it seems, as what the young lady should have told you we are not in network with Tricare, in any region. I do have a relatively new scheduler and I will address this with the front desk team, as a learning opportunity.As for the conversation with ******, she is correct you would have to pay up front and Tricare would reimburse you direct. The reason you have never experienced this before is you most likely have never been seen by an out of network provider. Since we are an out of network provider Tricare pays the patient, not the provider. Tricare did call and get our tax id number, but what they ran through their system, I have no idea. I can log into their portal and was able to easily print 6 redacted Eob's showing they paid us- the provider $0.00 and they issued payment to the patient, if she would like them. I have been here 17 years, and have always found ****** to be one of our most kind, understanding, honest upfront, and extremely courteous people, even when delivering news the patients don't want to hear.

I can be reached via email or by phone at **************