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February 2023 by Victor D.
Always weeks before the doctor is available, the only one doctor available without appointment is not that good.
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September 2022 by Selena A.
Optum has an issue with those of us who meet our Out Of Pocket Maximum (OOP) for any calandar year and despite the insurance company telling them in fax, email and verbal over the phone MULITPLE times REFUSES to stop ILLEGALLY (HIPPA guidelines apply here) charging me a copayment I do not owe since mid March 2022, And just for fun: Optum has no records of any communication with me or Anthem Blue Cross (my insurance provider), Anthem has all their records of their communications with me and Optume with ID numbers and date/time stamps. Anthem has filed a grievance agaisnt Optum. For those who do not understand your insurance company's role: your insurance company is the one who pays your medical group to manage your care a pretty hefty dollar amount on a monthly basis (whether or not you see a doctor, it's called Capitation) to take care of your medical needs. For this to happen that medical group must be responcible enough to remain DELAGATED. IF they are proven to fail to manage the patients they are paid to manage, then that medical group can become DEDELAGATED and your insurance comany oversees EVERYTHING which means the medical group gets less money for your care since they are not able to properly manage you. This OOP is an issue I run into EVERY YEAR since having the amazing coverage I am gratefully blessed to have. I am not the only one to have these issues. I am one of the lucky ones to have a $500 annual out of pocket maximum that takes into accout not only Optum items but all my medications and mental therapy appointments as well. Generally, if you have a Commercial HMO insurance plan, all behavorial therapy is a carve out that only the insurance plan handles. Your medical group has nothing to do with that unless you have a Senior plan. All medictions are another carveout taken care of by your health plan, not your medical group who ONLY prescribes medications and if necessary takes care of the prior authorizations for some medications that require additional approval. Who am I other than just a patient having an issue? A retired healthcare worker in HMO for 30 years. I've done contracting, credentialling, provider relations, executive assistant and in the last 10 years of work I did LOA's, MOU's and was a programmer/analyst for Decision Support, Finance and Utilization Managemement. I also trained others and developed databases and manuals for others to use when needing a simple report for their own analysis. Iv'e done more than what is listed here for mulitple departments. Additionally, I am a past employee of Health Care Partners (HCP) who is now called Optum. Anthem pays Optum. Anthem also sends monthly data sets to Optum called EOB's (explanation of benefits). Optum runs their own EOB's every month and updates their information based on Anthem's. Last week I got another bill from Optum. I have called them in May, June, and July to let them know that they have already spoken to Anthem in April and the result was an official letter from Anthem stating I met my OOP maxium for the Calandar Year 2022 as of March 16, 2022. They still have no record of it as of July and still demand that Anthem get involved, AGAIN and AGAIN. Anthem has sent the letter and spoken to them on more than 3 seperate occasions. In late August I got another bill from Optum, this time I didn't want to waste more time with Optum so I called Anthem first and explained my frustation over this. Anthem called them. Again, Athem was told they HAVE TO REQUEST FROM OPTUM (who does not have all financial data for my care) A REPORT ON MY PAID CO-PAYMENTS? Anthem has already spent quite a bit of time and money for their employees to RE-do this request every time. DESPITE Anthem having already completeing this in April and sent the OFFICIAL LETTER to OPTUM in APRIL 2022??? This process took about 2 weeks back then and everytime I have called to correct Optum. Now I ask you, what kind of a$$ backwardds B$ is this? I think a class action law suit in order at this point for causeing so much stress and tra
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July 2022 by nancy b.
My daughter pediatrician. Dr.Low and her staff is very professional and kind. Had an appt and always felt welcome and not rushed when we had questions. Thank you for your service Dr.Low and staff
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May 2022 by Scott D.
Dr yataco Casitlla is grossly unqualified . The office is disorganized and dank. Communication is null . Prescription s don't get attention . Generally this offic should be closed.
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March 2022 by Joy A.
I love the doctors at Optum Arcadia...that is if you can reach them by phone. Almost impossible to get someone at their office. It doesn't matter what day of the week you call. I have to verify something with my doctor from my last appointment and the operator "cannot take in a message for me or have his office call me back." All they can do is loop me again at the Arcadia office which is useless because I get looped back in the patient support that cannot answer specific questions. For 3 days I've been trying, waiting for at least 45 mins to an hour at a time. It's Friday...I give up!
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February 2022 by Kevin S.
In the last couple of years I have been been through three primary care doctors, two cardiologists and two dermatologists. What is it with Optum? I've never experienced such turnover when the company was Healthcare Parnters. I wasn't even notified when my primary care doctor left the group last month. I Time to look for something else.
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January 2022 by Kevin W.
Ever since health care partners switched to Optum this has been terrible. They bury you in the voicemail system so that you can never talk to anyone. Optum is the perfect example of what is wrong with our health care system. Cutting costs with centralized call centers that make it impossible for you to get the care you need.
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November 2021 by Wifey V.
It's terrible how things like this can happen. My 12 year old boy had an injury to his finger. I took him in to see his doctor to get an X-ray because it definitely looked fractured. When I went into the X-ray department the tech was really rude and did not want me to walk my son in. I was so disappointed and felt really uncomfortable. He has no empathy towards patients and parents. My son also felt uncomfortable about the whole thing. After we had the X-ray we went home. Monday morning doctor called to let me know he did not have a fracture. I couldn't believe it! I told the doctor how can that be his finger looks deformed. I took it upon myself to see my husbands hand specialist to get an X-ray and see this doctor. Sure enough he had a solid fracture. How can OPTUM not see a solid fracture. This is unacceptable! There is no reason or excuse not to see a fracture. If I would have believed the doctor at OPTUM he could have needed surgery if he would continue with his sports. Thank god I have PPO I was able to go immediately to an orthopedic hand specialist. Please patients be aware of this. If you continue to have pain after your X-ray was normal please go to urgent care to get another X-ray or see an orthopedic if you can to confirm. I no longer trust the X-ray department here at OPTUM Arcadia. I see that another patient on Yelp experienced the same thing and was told she did not have a fracture when she actually did after another X-ray elsewhere. Please don't ignore the pain if it continues. This is a terrible experience and can not be ignored!
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November 2021 by Les F.
Like others have said, staff seem apathetic and while I'm sure they're 'busy,' when I went in on a late Thursday, they most certainly were not. Even girls outside handing out masks seemed more interested in talking amongst themselves than greeting guests. Btw, if you show up a few minutes late, expect to be rescheduled.
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October 2021 by Darin J.
Optum medical Arcadia is a joke? I'm done with them at least the the ones near me. The story: This happened near the end of September, I got up in the morning and my right leg went out, I hit my head and was laying there for a wile because the pain was really bad and I couldn't move my leg for a minute, then I was able to get up so I went to the doctor who sent me to get an x ray, nothing showed but he then said it could be a hairline fracture so if it's still bothering me the next day(it was Friday), go to urgent care and see if I couldn't get a CT or an MRI, so I did and the doctor I said that it could be hip bursitis and that it could be a fracture too but she couldn't send an order to get an MRI because she wasn't my primary doctor, when I saw my regular doctor he said it might not be that serious so to wait 3 weeks, I wasn't really comfortable with that so I waited but one week and still no improvement so I saw him later that week and he and I asked could I get an MRI still but he thought it would still show nothing but he went ahead and sent the order. When the results cam in, it was in fact a fracture. so I an appointment was made to the orthopedics he did another x ray and the fracture was visible now. The orthopedic doctor said this should have been taken care of a long time ago, I shouldn't have even been on it for this long of time. It's been a month going through this. This is the 3rd doctor I've and issue with in a similar way at this place, I'ts the Optum in Arcadia.
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October 2021 by Shawn W.
Healthcare Partners of Arcadia was bad already. Now Optum is even worse. Switch to another HMO and save yourself time and frustration. Referral takes forever to be approved. Very few specialists available, and most of them are overbooked. Urgent care is overcrowded and lack of stuffs. It is here to keep their cost down. Patient care is just an number. Good doctors already left the group. There is no good HMO, but this is the worse.
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September 2021 by Ann T.
The staff do not understand or even make an effort to understand the customers frustration. I went into the office after calling the office first. I was on hold for 30 minutes then the call was dropped. I called back and waited 25 minutes and figured the call would drop again. I drove to the Huntington Drive facility to explain to the front desk. I asked to speak to a Supervisor. I went on to explain what occurred with the phone call that it's impossible to get through therefore drove to the facility. This facility requested that I drop off the paperwork at the front desk for the doctor to sign. Someone from this facility called to ask questions regarding the form. We reviewed the questions together and was instructed that will receive a call by next day to pick up form. Waited two days and called (waited on phone for 15 minutes) after someone got on phone I asked if the form was ready for pick up. They said they will check and finally got back on the line to let me know that they will give the form to doctor to complete it's not ready. Called back again the following day (Thursday) and was told it was ready yesterday for you to pick up. I mentioned we called yesterday and were told that it wasn't ready to check tomorrow. Thursday I called and they said it was ready for pick up. My sister drove to pick up form and brought it back to me and I realized the form was not completed as to what was discussed over the phone. Trying to make this short except that it's important to know that this facility does not work with the patients when there are forms that need completion. They do not make an effort to understand what is going on and do not apologize for their wrongdoing. I was sent by my sister to pick up form originally and not provided what they need to obtain the signed form. I went to the facility due to my sister that is homebound cannot leave her house she is vulnerable to getting very ill due to her condition. I went to the facility to explain our call was dropped and after waiting again I drove to drop off form that needs correction and requested to speak to a Supervisor. The Supervisor comes out and started telling me that my sister needs to come in person so that they can see that she signed the form and this is going to be a problem because this is the policy. I mentioned to her that it would be impossible to get her to come to the facility due to her being homebound and provided her with her condition. The Supervisor had poor customer service and being that the business is a medical facility they should be more understanding to what is being requested instead throwing a policy in your face which did not go well with me. I explained the condition that my sister is in and after going back and forth she finally says well let me see what I can do. Being in this position a Supervisor should try to assist especially if a customer or patient is very ill and unable to be at the facility. The patient is in critical condition and she requested that she comes in so they can see her sign. Sounds ridiculous when they have many services over video. I know when someone is giving the runaround and making it difficult for the customer. I myself have managed one or multiple departments for a corporation and I want to mention I did not like what I saw or heard. It was very unprofessional and could have simply be avoided. The Supervisor could use some customer service training along with the other workers at the front desk so they do not upset other patients/members. There is no such thing as customer service here at this facility. The corporate headquarters should step in and require that they get on board to provide the customer service that is necessary.
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June 2021 by Stacy L.
My favorite doctors have begun leaving and some practices that are unfriendly to patients have started ever since Optum took over United Health Care. Calling the nurse line may now result in a fee under Optum, you have been warned. Optum? More like SUBPAR. If you want to scare yourself, read about Optum in the news around the eh country and patient and provider experiences.
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March 2021 by Megan K.
This specific location has the very worst staff I have ever had to deal with!! My Dr was in transition to retire and moved his patients to another Dr at this location. I called 7 different times within a weeks time and even spoke to 2 staff supervisors requesting an old refill. My pharmacy informed me daily they never recieved a thing when everyone I spoke to at Optum swore up and down they did their job. I have decided if I have to deal with this many incompetent staff members and I still never even get what I need in the end that I will find another Dr. But I am not the only victim to the insanity and negligence of this office. My mother who is suffering a brain tumor has been in tears for days due to what this office has put her through!! I took her to Optum (since she is not able to drive at this time) to sign off for her records to be sent to another Dr. This was over a month ago. She went in person and the woman she sat down with told her she would make a cd rom and have it sent to her new Dr who happens to be in the same damn town!! Here we are a month later and my mom is ready to see this new Dr tomorrow morning and their office has NEVER recieved a thing!! And my mom has been on the phone with Optum at least 4 times since yesterday. Now they are telling MY mom... THE PATIENT.. that SHE needs to call LA county and request this cd rom copy because her patient file is TOO BIG!! Have you ever heard of such crap? Good thing my uncle works for ABC news. I swear I am going to blast this office down as much and as hard as I can!! YOU CANNOT TREAT PEOPLE LET ALONE PATIENTS THIS WAY AND THINK YOU CAN GET AWAY WITH IT!!!
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January 2021 by Susan F.
I had an appointment yesterday with the Dr. Louden. I have no complaints about her. But, the staff needs training on hiw to treat patients with respect. This is not the first incident at this location. When I have tried to get an appointment, the female staff is rude. Always! Thry must hate their jobs there! Yesterday was another example of complete rudeness l. I had an appointment at 10:45. I'm coming from West Covina l, and allowed enough time to arrive. The 210 freeway became very congested. I have no control over the flow of traffic. When I arrived, the female sitting at the far end of the ENT office did not greet me with a smile, or any pleasant conversation. First thing out of her mouth was your late. I was 10 minutes late due to the traffic. I said I was sorry,, but did not get a response. She gave me a nasty look, and then said she would ask the doctor if she could even see me. I was fuming, but remained calm. She told me she needed my DL and ID card. She didn't ask, just told me. She said, I'll give you your ID back when you are done. I said, thank you, but still nothing pleasant came out if her mouth. This is not acceptable cystiner service. It makes me not want to go back to this location. This problem needs to be addressed.
