Hostile and Unhelpful Billing Support
When my insurance refused to cover a Cologuard test, I called Exact Sciences’ billing department to understand my payment options. The representative I spoke with, Eric, was dismissive, unhelpful, and openly hostile. When I asked basic questions about the bill, he responded with remarks such as, “I’m not here to educate you about the American health insurance system,” and “You’re barking up the wrong tree.” This was surprising and inappropriate. If someone in the Cologuard billing department isn’t the right person to answer questions about a Cologuard bill, who is? I ended the call and spoke with a different representative, Priscilla, who was professional and helpful. Within minutes, she explained my situation and suggested I request a prior authorization from my PCP. That was the simple guidance I was calling for in the first place. Exact Sciences should seriously reevaluate how it trains and supervises its billing staff. Patients calling about medical bills deserve basic professionalism. If Eric’s behavior reflects the company’s standards, that’s a serious problem.
By Ryan A.