Uchealth Longs Peak Surgery Center

I just had a procedure here and the care and service I received was excellent! Thank you, team!

Had a procedure done here recently and felt very well taken care of. Teresa, Tina, Kathy, Paul, Linda, and Robert Powell did an excellent job and I'd like to thank them. I get VERY anxious and it was one of the first times I felt like the staff cared and treated me like a human and not a patient at a medical facility. Even the receptionist was kind.

ETA Again: We got the refund. 5 months after the service. They get a star back for actually doing it. ETA: Another month and I still don't have my refund. The facility is fine and the medical staff are great. My problem is with the billing and claims process. They require payment for service based on insurance estimate up front and that was our entire $2000 deductible. I paid it. What other option is there? While I'm in the waiting room during my husband's procedure, I hear the person at the desk calling people asking for payments and threatening collections. That's a little off-putting, but OK. Fast forward to a month later... We get bills from the surgeon and anesthesiologist for the amount of our deductible and copay. I knew that couldn't be right, so I start digging. The claim for the surgery center is pending and they need more data from the provider. The two doctors had their claims processed first, so our deductible goes to them. I call the number on the payment receipt on the UC Health portal (which is the only record I can find anywhere of our $2000. There is no statement to match it to). The person I spoke to can't tell me anything useful, and our connection is terrible. She says to give it time. Fast forward another month. We get another statement from the doctor. I've been waiting to pay it until we get our $2000 back. Stupid me! So I call the number on the receipt again and ask what the status is. The connection is again terrible and I usually have clear calls, so I'm going to assume it's on their end. She tells me it's pending. Yes, I know that. But are they sending the info that insurance requested? She says she sees notes from my previous call, but not that anything was done. I pressed and asked if she could find out if someone is working on the insurance request. She puts me on hold and comes back and says that they never got a request from the insurance. She wasn't able to see that in her system, but she called someone who could. Then she tells me to tell insurance to mail the request to a PO Box in Texas. What? A PO Box? Is this the 1980s? I asked how I could find out if they received it and if someone is working on it. She said they don't have a number to call. I asked if I could talk to the person she talked to and she said no. I asked how I was supposed to get my $2000 back and she said that if there is a self pay balance, they will send me a bill. I said there won't be, there will be a credit. She said they keep that on the account and apply it to future services (because I guess we are supposed to have surgery often or something?). I can request a refund after everything is settled and processed and they will go through a process to approve and send a refund. I asked how I am supposed to know when that is. I guess I'm supposed to just keep having this conversation over and over again until I give up? I thanked her and hung up. She was actually very kind and pleasant and I feel like she really tried to help, but the whole system is set up so stupidly. She was also surprised that the surgery center required payment up front and she didn't straight up say they shouldn't be doing that, but that's the impression I got from her. My next call (chat, really) was to my insurance. I told them that the provider didn't get the info request. The agent said she would follow up right away and asked if I had a number she could call. I said no, I have a PO Box and I don't even have a department name or anything to go with the PO Box. She said it was going to take forever to get this settled back and forth through the mail. I said I know, right? So yeah... Beware of paying them up front. I don't know if it's just a ridiculously outdated and poorly set up system or if it's weaponized incompetence with the goal of keeping payments they aren't entitled to, but it's a disaster and find some other solution unless you have thousands of dollars laying around that you would like to offer to a medical billing company as an interest free loan for several months.

I had successful cataract surgery earlier this week at this Center. I was impressed by the friendliness of the staff (receptionist to medical staff) and their attentiveness to me and my wife during the whole time we were there. They were very professional and I was impressed by how well they knew their stuff. They were, though, still aware of the fact that this was the first such surgery for me and no question I asked was too simple to answer. Surgery is never a fun thing, but if it has to be done this is a great place to have it done.

The doctors and nurses were quick and thorough. They put a lot of care in my visit today. They made me feel comfortable as surgery is always scary. You can tell this care team loves what they do and they gothe extra mile. Which is so rare in the medical field nowadays. Thank you for your amazing service and kindness.