Dr. Xihua Sun, MD — Attraction in San Jose

You need to get rid of your receptionist. I don't understand the logistics of why billing has had an issue for months. I have an EPO and is Neurologist in network with Aetna. I was at a hospital for Viral Meningitis and Sun was the Neurologist specialist seeing me. The hospital released me and had me follow up with him by a certain time frame. It difficult to get any appointment or get through on the phone. There computer systems were down and only take check. Its been the same for 5 months 💀.

Anyways initially seeing Dr. Sun. and how my migranes got worse since I was hospitalized, he suggested botox for migrane prevention very 2 months. The approval was took some time which I don't understand. All my visits were never sent to Aetna billing. Even the approval for botox via costco pharmacy via aetna insurance was not being shown for as a claim. Nothing was record wise has been shown for a claim despite being in network.

It's frustrating because a few times they would take more for appointments unless I had an apointment card because their computers were down. Added to that they had no way to let their patients know. It was irritating at times.

I contacted my insurance because they had issues with billing. Numerous phone calls and back and fourth with Aetna conciege and the receptions was a pain. One thing I did noticed which is Dr. Sun's Receptionist fault is she tried to disclose aggressively that they did not have a way to submit claims to Aetna or had issues doing so. On a 3 way call including me and Aetna she said that. Ironically the funny is despite saying she didn't have a claims address, she actually had scanned a copy of my insurance card front and back the first time I visited 6 months ago. I physically seen her have that on the desk. It literally has on the card clearing saying the billing address and even clearly says "submit claims to: PO Box....." I sat there listening to the reception say she didn't have such information while the Aetna conciege gave her the billing claim address word for word. It matched exactly. I started laughing internally. Told the Aetna conciege that she already had it via photocopy of my insurance card and I don't why she said she didn't or why it's like rocket science to correctly bill it. The conciege for Aetna told me that it was kind of odd.

I recently came in for an appointment and they said they could not see me due to issue with the insurance and billing and that she tried calling me. I know that's not true because I don't have any messages from Dr Sun's office. Makes me wonder who she was calling. It's frustrating because it's been 6 months and they still haven't resolved this issue? It's starting to sound like the issue is this office and/or this Receptionist not doing their job correctly. The botox injections was already approved and Neurologist is in network so I don't understand what the problem is. I can literally see another Neurologist in network and not have any billing problem.

Maybe I'll just do that my benefit 2nd MD which allows Aetna to find me another specialist or doctor no problem in network. I only went to this Neurologist because this was the one that saw me in the hospital and had suggested to follow up with.

Nothing against Dr Sun. He is great. However the way his Receptionist is questionable. Like how do you claim you didn't have the claims address when you literally scanned a paper copy of my insurance card that had it written...

Dr Sun is mainly an inpatient neurologist who is in clinic twice a week, on Mondays and Thursdays, only. He is a great neurologist if you can see him. Nice bedside manners and very experienced. Raquel, his office & clinic manager, seems to be his only employee and runs the entire show. His office only has one phone line, and their answering machine is a generic message that doesn't even have the clinic or doctor name. And chances are, that no one will call you back. Actually, most likely, no one will answer in the first place. It doesn't seem like he has a paging or answering service, besides the generic, often unmanned office phone number. Raquel works hard and manages on her own, much better than a lot of other people could, but she needs help and she gives a lot of attitude when she's overwhelmed (which is usually). They can't seem to figure out why the office phone never rings. Raquel also doesn't answer the phone before 9 AM, if at all. Maybe calling only on Mondays and Thursdays, between 9 and let's say, 4? will get you somewhere. I suggest going in person to get an appointment. And I don't recommend your parent going alone, they will definitely need an...

What a horrible encounter! Raquel is extremely rude, unprofessional, and overall, just a nasty person. And the Dr wouldn't even listen to my sister-n-law explain the situation. My father is having multiple issues that warrant a visit to a neurologist, which is why I handle his medications and scheduling of appts, etc. Raquel hung up on me as I was trying to explain the situation of my dad's conditions as to why I am dealing with all his things medically. Every other Dr. I deal with for my dad and grandmother there are no issues. All they need is consent from them to talk to me. She would not talk to me nor my sis-n-law that was actually present in the office even though my dad gave permission. Obviously, if someone is accompanying him to appts and making his appts, it shows he needs help with these things. No compassion and / or understanding what so ever. Raquel is just rude and nasty. I would never send a loved one to this place. And the Dr backing up this kind of behavior makes you wonder about...