Surgeon shares story of insurance provider calling during surgery
Surgeon Dr. Elisabeth Potter found herself in a surreal situation during a recent surgery in Austin, Texas, when she was interrupted mid-procedure by a phone call from the patient’s insurance provider, UnitedHealthcare.
Dr. Potter, a board-certified plastic surgeon specializing in breast cancer reconstruction, shared a video recounting the experience that has since gone viral. In the video, she explained that she was in the middle of performing two bilateral DIEP flap surgeries and two bilateral tissue expander surgeries when the call came in.
The nurse supervisor informed her that a call had come in from UnitedHealthcare and that they needed to speak to her about the patient. Despite being in the middle of a delicate surgery, Dr. Potter made the difficult decision to scrub out and return the call to the insurance company.
The note left for her in the operating room indicated the urgency of the call, prompting Dr. Potter to take action to ensure that the patient’s coverage would not be denied. She expressed concern over the potential financial burden that patients can face when insurance companies deny claims, leaving them with exorbitant medical bills.
During the call with UnitedHealthcare, Dr. Potter was dismayed to find that the person on the line did not have access to the patient’s full medical information, despite the procedure being pre-approved. The insurance company was requesting information that had already been submitted, causing frustration and delays in the surgery.
Dr. Potter emphasized the importance of dealing with insurance companies in providing care for breast cancer patients, acknowledging the financial strain that a cancer diagnosis can place on individuals. She highlighted the need for providers to navigate the complex world of insurance to ensure that patients receive the care they need without facing undue financial hardship.
While Dr. Potter acknowledged that insurance companies serve a valuable purpose in providing access to healthcare, she expressed frustration with the bureaucratic obstacles that can impede patient care. Many physicians have opted to stay out of network to avoid dealing with insurance companies directly, leaving patients to navigate the reimbursement process on their own.
The incident with UnitedHealthcare has sparked a conversation about the role of insurance companies in healthcare and the challenges that providers face in ensuring that patients receive the care they need. Dr. Potter’s dedication to advocating for her patients and fighting for access to reconstruction services has garnered attention and support from the medical community.
Ultimately, Dr. Potter’s experience highlights the need for a more patient-centered approach to healthcare, where the focus is on providing quality care without unnecessary bureaucratic hurdles. As the healthcare system continues to evolve, it is essential that providers and insurance companies work together to ensure that patients receive the care they need without financial barriers.
