Kimberly Chavez 'student'
1/5
This is to commemorate the incident that led to denial of urgent medical services for Kimberly Chavez from FNA Medical Group, specifically from the representative who identified herself as the Office Manager: Annie.
On 1/16/2025 I contacted FNA Medical Group to request an appointment for the attached urgent referral and authorization from my IPA: Allied Pacific. My general surgeon, Dr. Tom Lin and my oncologist, Dr. Tavakkoli, selected this office because I am in my second trimester (safest time to undergo surgery) and it is urgent that 3 tumors in my right breast be biopsied to determine a conclusive stage of cancer and whether or not chemotherapy is needed prior to surgery. Time is of the essence for not only my treatment but also, my unborn child's life.
Annie, the office manager, who answered the phone at FNA Medical Group as if she was answering a landline with a simple "Hello" twice, did not want to proceed to schedule my appointment without the Mammogram and Ultrasound Reports sent to her by the general surgeon's office because only then could she speak to he radiologist to see if I could be granted an urgent referral. I inquired if she had received the urgent referral or if she was able to view the approval from my insurance? She replied that she could look up my authorization and asked me who my IPA was, but she never pulled up the authorization/referral. I asked if her office would be able to contact the referring doctor and request medical records and she stated she's not doing that. I relayed to her that she was extremely rude and insensitive considering the circumstances under which I was calling and that I would contact my general surgeon's office and have the medical record sent over. Annie and I concluded our call and there was no mention of denied service.
I contacted Raisa, the medical assistant at House Medicine via email to request these documents sent over to Annie asap. Raisa faxed the medical record over in less than 15 minutes and included an email from Dr. Lin with the original request. I thanked her and immediately contacted FNA Medical Group once again to attempt to schedule the biopsies. A different representative answered the phone and I asked for Annie. She said Annie was with a patient. So I relayed that I was attempting to schedule an urgent appointment and that the medical record requested by Annie had been faxed over. I asked if she could confirm they received it? She placed me on hold. A minute later Annie came to the phone and said she had spoken to Jessica, Dr. Tom Lin's MA and told her she needed to find a different location to refer me to. I asked her if she was denying me service? She responded, "We have the right to deny service." I asked her if she was denying me service because I said she was rude? She yelled at me, "You said that!" I began to explain that she had been insensitive to not only the urgent request from Dr. Tom Lin but also, to me, the patient. She hung up on me before I could finish my sentence.
I am requesting that the denial of service be reversed and addressed by someone in management or a lead practitioner at FNA Medical Group. Delay of this medical treatment is a threat to my life and that of my unborn child. I have filed a grievance through my insurance. I intend to file a formal complaint for discrimination with DMHC, BBB, and if needed a civil suit to address Annie's unlawful and discriminating actions today.
People like this should not be in the medical field.
