Business ProfileforPotomac Urology

Following a visit to the Emergency Room for kidney stones, I was referred to this facility in ******** for further treatment. Unfortunately, my experience with your front desk staff was very troubling. Specifically, one female staff member refused to check me in, mistakenly asserting that my insurance required pre-authorization. Despite speaking directly with my insurance representative, who confirmed that no pre-authorization was needed and that all costs would be covered, she canceled my appointment.Although she rescheduled my appointment for the following day, she continued to insist that pre-authorization was required and warned that the appointment would be canceled again without it. I requested that she consult with the billing department or an insurance liaison to clarify this issue. After waiting for an hour without any updates, I asked if there had been any progress. Instead of addressing my concerns, she ignored me. When I inquired about her behavior, she called the manager.I explained the situation to the manager, who appeared empathetic as I was visibly distressed and in tears. Despite this, he informed me that the provider had refused to see me. This refusal of service, despite clear evidence that my insurance would cover the treatment, raises serious concerns about the quality of care and customer service at your facility. Furthermore, I am left to wonder if this treatment was influenced by racial bias, as I am a Black woman and 24 year 100% disabled veteran. I am seeking an investigation into this matter and a resolution that ensures such issues do not occur in the future.