Amerigroup

I am usually not a fan of HMO’s, but I have been with this HMO for 3 years. I have had two experiences where I actually wrote to their superiors because of their «above and beyond» attitude. A few years ago, I couldn’t stand Amerigroup, from their automated phone systems to their customer service, but now they are outstanding with their customer service and caring about their clients.
Both instances were dealing with preauthorizations. One time took two entire days! The Amerigroup agent actually gave me her direct extension and kept me updated the whole way. Like I said, I was on the phone with her for 2 entire days straight, while we kept trying to get in touch with the doctor’s office for them to authorize a prescription that the dr’s office mishandled. We kept getting voice mails, and then beyond frustrated to hear the nurse left for the day, without ever calling me or Amerigroup back! They were doing everything in their power to try and fix the dr. office’s mistake (they faxed an incomplete form). This agent also got authorization from her manager to push my prescription through immediately than the 24 hour (urgent request) deadline once they finally got in touch with this nurse 48 hours later.
the second time was a few days ago, also a preauthorization, my dr. office took 8 whole days to send a preauthorization, and then sent it in as standard and not urgent, so it would’ve taken an additional 3 days (24 – 72 hours). After spending 5 hours on the phone with the dr. office (and being berated by my pain dr himself that they were doing everything they could, but checking standard instead of instant, would suggest otherwise) and Amerigroup. Amerigroup finally got a supervisor on the phone, who read through the notes, and decided that 8 days is too long, and absolutely ridiculous and approved to send it through as urgent than standard.
Bottom line, throughout all my experience between the insurance company, the doctor’s offices and the pharmacies… it always comes down to the doctor’s offices. The insurance company agents truly do care… regardless of being called liars by doctor’s offices… or at least do a damn good job pretending. They at least get the job done.

ABSOLUTELY the WORST. Vegas sucks in general when comes to their community. My son doctor was very unprofessional &rude. My son will be going to LA for his shots or somewhere in Henderson.