Affinity by Molina Healthcare — Local services in New York

Affinity Health plan lacks quality of service for their customers. This includes customers who have a plan through the marketplace.

Many providers refuse to work with Affinity, because of the lack of timely services and payments. I have experienced this with an authorized out of network provider. Affinity customer service via phone is poor for both members and providers. They struggle to provide accrurate information and each customer service representative provides different information often resulting in inadequate service and lapse of services due to payments. If a provider is not being paid for their service it is is hard to continue to provide services despite authorization.

Upon speaking to multiple reps you will realize that each one finds a new reason as to why something has gone wrong often referencing an error on the provider or the vendor. Affinity lacks ownership of their services and the lack of.

There are some employees who go above and beyond to provide service however, they’re caught in the rafts of a system that does not connect with poor communication and notes.

Affinity struggles to process claims, handle billing correctly, provide ontime responses to medical necessities.

The wait times exceeds 30 minutes to an hour or more by phone or in person. The eastchester location also lacks service I have sat there for 2 hours 30mins and there has been no solution to anything.

Things are done and they take excessively long which impacts the services and medical care of their members. The vendors they use are also lacking which creates a hassle for things such as: behavioral supports, therapies, and

I advise each and every person reading this to not choose affinity as a health care carrier. There have to be other options which can serve you and your medic needs. It’s my hope that none of you have to experience what I have had to experience with this...

They have multiple issues with delivery of service, specifically they admit to problems with missing and late delivery of member handbooks, ID cards and provider directories. This discourages and makes it very difficult, if not impossible to use the insurance. The online provider directories are blatantly false, with crazy addresses and numbers, especially for the yearly women's health care services that do not fall under the deductible. For example, my gyn is listed, but grotesquely the number connects to the MorganStanley Children's Hospital, and there are other false addresses and numbers. The most recent (July) response by Affinity is that they will attempt to correct some of these mistakes.

I would like to crowd source an audit of their directory to make sure they are adhering to their promise to the AG office to audit their provider directory. I would encourage you all to take a page or two at random from the NYC GYN providers list and verify the information. If there are inaccuracies in number, address or status of insurance, I would ask you to report to the AG Health Care Bureau or NYStateof Health.

This is insurance we are paying for, and ladies (and you men that support, respect and love your woman, mothers and sisters), you know that yearly pelvic exams and testing is vital for our health. The women's health care provider directory should accurately represent what is available to us so we are not discouraged or delayed from using our free women's...

From the owner: Response from the owner2 weeks ago We welcome the opportunity to help our members with any concerns they may have. If you are an Affinity member please call our Customer Service Department toll free at xxxxxxxxxx. We are here to help you.

I have been on hold with this same Customer Service Department toll free number for 18 minutes, told that there was a 7 minute wait three times so far, and asked to enter my Provider ID 3 times and offered the opportunity to fax information to a fax machine - six times so far. There are opportunities to find out about services since October 2015, claims already requested, and new claims. I have accepted the opportunity to wait for a care management team member. To no avail. How are patients expected to reach Customer Service?

24 minutes in, I reached Lance G who offered to transfer me to CVS Caremark. I pointed out that the letter I received advised to call Affinity - at the same number they list as Customer Service and that this was not reassuring. I had already called CVS Caremark before embarking on this odyssey. 26 minutes in, I am transferred to another office. At Affinity.

The phone number apparently can be given by the owner but not the reviewer (me). It's the same as responded to the other reviews. Google required...