Janice sent a message to Eric H. Schultz President and CEO, Harvard Pilgrim Health Care – email address that said:
Our organization will be purchased by Mount Auburn Hospital; the effective date is: 6.1.16. The original date was 4.1.16.
Since the end of March our office has not been able to electronically process Harvard Pilgrim referrals because all our PCP's were terminated in anticipation of the original change-over date.
Although Provider Services was notified almost immediately, to date we are still unable to process electronically.
Our course of action has been to submit HPHC paper referrals, however, many provider offices want the ' P ' number which is only generated electronically.
There has been virtually no support from HPHC staff, no response to emails, calls to the referral line are treated as annoyances and faxed forms are returned with little explanation.
This office generates referrals for upwards of 12 PCP's with one staff member attending to these requests.
The lack of response to this matter has been, in my opinion, glaringly unprofessional.
The individuals whom I am trying to serve are your clients. This seems to be a forgotten fact on the part of the staff I have had the dis-pleasure to encounter.