Cigna/CareCentrix Concerns

nezi wrote:dealing with this now. same thing. we got the cpap machine from apria which is located in a town almost an hour away. The doctor wants to switch to a Bi-v and sent in a new rx. People at Apria say they didn't get a rx and have them refax. People at apria state, we will have a therapist call you. If you don't get their call, back to step one. on the phone today for over 2 hours being shuffled around from apria to cigna then hung up on. Terrible terrible service. I couldn't image being an elderly person trying to deal with this.

Are you also dealing with CareCentrix? Cigna just switched me to CareCentrix and the first time I spoke with them I told them I refused to deal with Apria and they put it in my file and they found a different DME for me even though Apria is much closer. Granted I am still in the process of getting all the paperwork done with the new company but at least it won't be Apria but so far CareCentrix has been decent to work with. Good luck to you.

My employer's insurance changed to Cigna, and so I just had a very interesting interaction with CareCentrix:

Originally when I called, they told me my old (and local and great!) DME was in-network. So, after considerable effort by my DME (CareCentrix repeatedly lost inbound faxes) they got ahold of someone who would let them set up the authorization over the phone.

Then CareCentrix went silent for about a week. Then I got a random voicemail from Apria about an order(!)

I called CareCentrix to see what was going on, and apparently CareCentrix has (at least) two entirely separate departments: "SMS" (sleep management) and "Core", and my DME was out of network for SMS. So even though my DME was in-network for Core, because it wasn't for SMS they had by default dispatched the authorization to a provider who was in-network for SMS.

I eventually spoke with a heroic rep at SMS who managed to coordinate with Core, confirm that my DME was in-network there, and switch the authorization over to Core, at which point my DME should be able to provide me supplies. (We'll see.)

So if you happen to interact with CareCentrix, be aware of the distinction between SMS and Core. They have different phone numbers.

Egad! What a nightmare!

sawinglogz wrote:My employer's insurance changed to Cigna, and so I just had a very interesting interaction with CareCentrix:

Originally when I called, they told me my old (and local and great!) DME was in-network. So, after considerable effort by my DME (CareCentrix repeatedly lost inbound faxes) they got ahold of someone who would let them set up the authorization over the phone.

Then CareCentrix went silent for about a week. Then I got a random voicemail from Apria about an order(!)

I called CareCentrix to see what was going on, and apparently CareCentrix has (at least) two entirely separate departments: "SMS" (sleep management) and "Core", and my DME was out of network for SMS. So even though my DME was in-network for Core, because it wasn't for SMS they had by default dispatched the authorization to a provider who was in-network for SMS.

I eventually spoke with a heroic rep at SMS who managed to coordinate with Core, confirm that my DME was in-network there, and switch the authorization over to Core, at which point my DME should be able to provide me supplies. (We'll see.)

So if you happen to interact with CareCentrix, be aware of the distinction between SMS and Core. They have different phone numbers.

Geez! As if it wasn't already so darn difficult to deal with a DME, now you have to navigate different divisions within the same company.