Bryn Mawr Surgery Center

I cannot say enough good things about my experience at the Bryn Mawr Surgery Center. From my phone conversation two days prior explaining what time to come and what the expected time schedule would be. Upon my arrival I was met by Danell who was very pleasant and checked me in. A short time later a RN named Maryann escorted me inside and started to process. She was very professional and answered all my questions while she went about her duties in getting me ready for surgery. While there I was met by the RN Sara who informed me she was the OR nurse who would be in the OR during the procedure. I then met the Dr and nurse Deb from the Anesthesia Department. Dr Jones arrived went over what he was going to do while marking my hand in preparation for surgery. I was then rolled into the OR and introduced to the OR team. RN Deb administered the injection that put me under while Dr Jones did his professional procedure. When I woke up I was rolled into recovery and met by RN Barb. She explained the procedure for checking out and instructions while at home. I was then taken by wheelchair to exit and met by my wife. I was very happy to have the afore mentioned professionals as a part of my experience. Thank you very much. John R Farley

I normally don't share reviews but I could not have been more pleased with my experience here. Everyone from Dannell checking us in at the front desk, the pre-operative, operative & post operative staff - absolutely everyone we interacted with was pleasant, took time to answer questions, always asked who I was, what procedure was being done, which body part/side, etc. I've never had surgery before so I went in extremely nervous but left feeling like we'd been taken care of. Hopefully I won't need to visit again but if I do, I'd go back here every time.

While the surgical team did a great job, the billing and pre-authorization departments are a nightmare. I was quoted a specific price and told pre-authorization was handled; I later found out they didn't even submit the paperwork until after the procedure. I now owe four times the original quote. To make matters worse, Maria in pre-authorization showed zero interest in fixing their mistake because the surgery was “already done,” and Claire in billing refuses to return my calls. I am now stuck playing middleman between insurance and third-party collectors.

I am appalled at the incompetence and lack of service I have received by the billing and Business Office. I was required to pay half my bill upfront and used my medical flex spending account to do so. Bryn Mawr then sent a bill to my insurance for the WRONG surgery which was, of course, denied by my insurance. It then took them more than 30 days to send the correct bill. I just received the EOB from my insurance stating it has been processed and I had overpaid by over $1700. When I called Bryn Mawr to request a refund, they told me that they could not see the EOB in my insurance company’s system. Then, the Business Office rep hung up on me. I never received an apology for their sending the wrong bill, or all the stress this has caused me and I don’t know if or when I will ever get my money back. I was very pleased with the care I received at the facility, but still will never go back.

The lack of communication and accountability within the billing and insurance team needs to be addressed. A scheduled surgery was cancelled by the Surgery Center citing insurance denial, yet no authorization request was submitted, preventing any opportunity to advocate with the insurance company. Calls are not returned, and patients are passed from one person to another without receiving clear answers or information. This reflects a concerning lack of transparency and communication, and steps should be taken by Rothman to improve this experience for patients.