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December 2023 by Marianne Candeli
We were having trouble getting appointments. Miscommunication on our part. We called Optimal Imaging and were able to speak with a tech (my husband had taken a medication and no one was sure if it was okay for the test he needed). He spoke with Russ who was able to get him in that day for his MRI with Travis and the next day for his PET with him. He went above and beyond making sure we understood everything and got him scheduled right away. We truly appreciate everything he did as my husband couldn’t meet with his oncologist until they were done.Thank you so much Russ & Travis!
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December 2023 by Michelle Reynolds
Ross went above and beyond to help my mom get her PET scan today. He was able to stay late and work her into his schedule. I couldn't thank him enough for his assistance.
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November 2023 by Aubrey Smith
Beware of Optimal Imaging. ..... I am well-versed in insurance protocols, including the procedure for obtaining additional (and expensive) care such as MRIs. I understand prior authorizations, co-insurance, and contractual rates. However, even with this extensive knowledge, I cannot make sense of Optimal's billing practices. I have never worked with a staff so unprepared for the task of doing their job. Management has FAILED this company. For example, a staff member let me know that she found it unimportant to know the total cost of the test because I wouldn't be required to make full payment day of--and that I could pay it in installments. That's hardly the issue; I'm entitled to know the total cost. I am especially interested in the cost as the person paying the bill. But I am likewise interested in the cost given the continued issues regarding reporting incorrect costs (first, it was $0.00 -- and now it is $750.00) and a profound inability to navigate the prior authorization requirement. By way of another example, a staff member let me know that I must be "hiding" another insurance policy because of "co-insurance stuff." Obviously, this staff member has not been trained on insurance as co-insurance does not denote additional insurance, but a required payment after one's deductible is met. These are just two examples of many--in addition to the fact that the MRI machine is "down" as of today--a fact of which I was informed only one-half hour before the time I was requested to arrive for my appt. This facility is woefully unprepared to conduct business and I caution anyone who presents to Optimal for any type of diagnostic imaging as I am CERTAIN they are not up to the task.
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May 2023 by Colin Adams
"That's not my job". That's the response from Travis when talking to the receptionists about how to inform a patient that he/she wouldn't be seen that day. The ladies were stunned but not shocked by this comment because apparently he treats them this way frequently. It's unacceptable.As it turns out, his comment was about me. Despite receiving a call from registration the day prior at 4:42 pm stating that today's appointment would be at 10:15, he said that it was supposed to be at 9:45 and she made an error. Rather than apologize or suggest an alternative, his solution was for me to reschedule completely. After much back and forth with him and another gentleman (loudly and contentiously on both of our parts), they offered to work me in at some point that day.The situation could have been resolved differently had Travis just been pleasant to me and/or his co-workers. I'm generally patient and understanding but to be dismissive to patients who take time away from their schedules, avoid medicine, food, and drinks prior to an MRI/arthrogram, only to be told to reschedule (this was the second time in a week, by the way) is disappointing to say the least.Here's my recap:5/5 Receptionists/Scheduling - The scheduling process couldn't have been easier. I emailed to set an appointment and all messages were responded to in a timely fashion. The receptionists were kind and apologetic about the situation. They don't deserve to be in an abusive work relationship like that.1/5 Technicians and Registration - Perhaps the techs are great at "their job" but treating people kindly goes well with any skill set. If he's correct about the lady from registration providing me with the wrong information, then she's at fault, too. I told her that my appointment was scheduled at 9:45, not 10:15. She told me that it was in fact, at 10:15 and "you're the second person today to tell me that they gave you the wrong time."Overall 3/5 - I chose to schedule my arthrogram and MRI with another facility as a result.
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April 2023 by Newme Newyear
This place is horrible they really need to get it together. They will have you running back and forth . Then they will change your appointment without notice. They will say you don't need certain documents and then the day of your appointment, you will need the same exact documents they stated you didn't need. And the Mri machine squeeze you so tightly its very small. They know they should have a bigger Mri machine than that .St Vincents is horrible even down to my primary doctor . I'm find me another primary to get better services and to get things done.
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February 2023 by Sarah K
Rescheduled the appt 3 times without asking and then when I got there 30 minutes for my appt I was told I would be billed 1500 (for an echo), I told them I could not do that. The girl on the computer said I don't have to worry because I don't have to pay it all at once.. nobody told me my insurance was not accepted before the appt and my insurance was connected to the appt that was made. Would not pick up the phone either was very disappointed.
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October 2022 by Audrey Pomares
I usually love to come to this hospital for whatever issue I have going on because they’re usually very fast, and have awesome service. However this morning I had a very rude encounter at the Southside location off Belfort with an employee going by the name of Shanitta Ruise, my appointment was at 8AM, I showed up on time AT 8AM. 8:45 comes rolling around; i’m the only one patiently waiting still, mind you, the waiting room was full for 8am, all the 8am patients are starting to leave, 9AM patients are checking in , so I approach the desk where Shanitta is sitting and said “i’ve been waiting for almost an hour any estimate on when i’ll be called back” she just starts arguing with me at this point stating that I have not been waiting that long and that it’s “only” been 45 minutes and told me to wait until she’s ready, 45 plus 15 equals 60 so ……..this is not how you respond to your patients. I asked her what her name was, she proudly told me , then I asked her to write it down, she then had her employee write her full name down “because she was too busy” and said to her employee “make sure you spell it correctly” she didn’t, so she rewrote her name for me with no issue, as if she knows her place is secured within this company, which is very embarrassing for St. Vincents; employees with this type of negative disgusting attitude makes the company look very bad and honestly just makes me not want to go back or recommend anyone to this place BECAUSE THEY’LL HAVE YOU WAITING FOR AN HOUR then argue with you about it.…i’m sorry but you guys need employees who care about their patients and their time, she does not. I got second hand embarrassment from the way she was responding to me … After i saw my Gyno she did in fact tell me “sorry about the mix up this morning, nothing was put in my box so I didn’t know you were here” all miss Shanitta had to do was reassure me that i’ll be next in line and that she will go check with the gyno, just like an employee did who JUST CLOCKED IN, (this person cares about their patients and their time and was very helpful to me and wish i had gotten her name.) Miss Shanitta didn’t move from her desk not once this morning so of course there was nothing in gyno box. I will be reporting this to Corporate as well because I wasted over an hour at this place for an ultrasound when I was never even checked in which is very inconvenient for my family and I, if i have an appointment at 8am, I expect to be seen within 30 minutes or less….
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June 2022 by Alan Smith
My neuro surgeon is at st vincents on belfort. He is excellent. Seen 3rd week of april.Told me he would order xrays and nerve conduction studies. Office staff person in neuro informs me that the girl who does the referrals is out until next week and they would call me. I called the neuro office and they told me the referrals were sent. I call Optimal imaging placed on hold 4 to 5 min. Girl answered and I told her I had been waiting for 2 weeks to hear from them. She proceeds to tell me that she receives over 500 calls a day and has to make phone calls. I told her if she can't handle the work load report to administration. She said someone should. Then proceeds to tell me that I don't need an appt I can walk in any day m thru f. So here I am today. Do you have an appt? No I was told to walk in. Gave the ins. Card and Medicare card. Couldn't find xray request at first then found request from apr 22. Absolutely horrific customer service. Go elsewhere for your appts. Im sitting here 40 to 45 min now. Getting ready to leave. Go to desk and ask for an appt. The girl I checked in with asked some guy and girl were they taking me. The took me back and xrays done in 5 minutes. Never again!
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June 2022 by Kim Adams
I suffer with anxiety so whenever l need an imaging procedure i'm nervous. I was ready for my procedure 10 minutes after arriving which is amazing! Kevin placed me at a level of comfort with his patience, kindness and professionalism. My anxiety was gone before Caban slid me into the machine! The procedure was quick and after it was over Caban came out to say hello. He was just as professional and kind as Kevin! As l drove home l thought about how these guys were so welcoming and invited me to return! This kind of service is rare. These guys truly care about the patients! I will be asking my physician to send me to this facility for future imaging needs because of my experience with Kevin and Caban! They are the best!T. Simmons Adams
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June 2022 by M P
Very inefficient. Ask for new doctor orders on the day of appt. Could have done check before to ensure they have everything to serve the appt.
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April 2022 by J Dy
I was sent there by my doctor for a brain scan. Looking at the reviews about waiting issues I’ve called them instead of waiting for a response so I can’t comment on that. I’ve waited 10 minutes on the phone which wasn’t too bad then scheduled it 3 days later due to my insurance taking time to get through, I was told to bring my ID+insurance card and come in 15 minutes earlier to fill out consent forms.The whole process went pretty fast, it is located inside the big building.
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January 2022 by Carolyn Pirrone
I have tried to contact your office several imesto see if I can pick up my husbands report. The phone number listed just rings and rings about 40 times then hangs up . This is not good business when your trying to pick up a report.Vry bad business
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January 2022 by Erica Glover
I'm currently in the waiting room, waiting to be called back. I walked in there were people waiting so I asked where are we supposed to go or do to sign in. I wasn't rude it was a question so I would not be waiting long. The young lady answered and I said ok.. Then I hear very horrible whispering about how I almost made her react and I'm late anyway and so on.. Horrible Horrible Horrible customer service!!! Do better! I've been in customer service for over 20 years and new system or not you are not rude and you don't talk trash especially when the GUEST can hear you!!!!!!
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October 2021 by Chrystal Rouse
I went for a routine mammogram screening on 08/24, this was my first mammogram. The radiologist notified my primary that additional imaging needed to be done of my right breast and recommended an ultrasound. My primary sent the order, when I contacted Optimal Imaging to schedule the recommended ultrasound I was told that my primary needed to also request a diagnostic mammogram, even though this was not what the Radiologist recommended. I had my primary submit the request for the diagnostic mammogram for the sake of me being able to schedule for my follow up testing. However, upon my visit I decided that I only wanted to move forward with the recommended ultrasound to avoid unnecessary additional radiation being applied to my breast. I had to go back and forth with the young lady at the front office about me only wanting the ultrasound. I had the ultrasound done and the Radiologist Dr. Roth advised that nothing was detected and no diagnostic mammogram was needed. I wrote all of this to say I know it’s not uncommon to require additional screening when having your first mammogram. However, I feel as if it was about money because my initial mammogram was $546 which included both breast . The sonogram for only my right breast was $652. I would hate to see how much the diagnostic mammogram would have cost had I went through with having it done based on the front office staff strong recommendations.
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October 2021 by Frank Montanari
Worst place ever. I called and scheduled multiple test on the same day and when arrived only one test was scheduled. I had this issue twice already. From now on I will go to a different place.
