Gems Authorizations Department .

From: Roberta Barrett Sent: Monday, November 11, 2024 2:46 PM To: *** <***> Cc: *** <***>; *** <***>; *** <***> Subject: Complaints about Kazier (Teamleader) Samelani , Sibongile , Lungi, Ayanda and Khuto Good day

I hope all is well,

I called on the 8-11-2024, to request for an authorization for a patient for the removal of a lipoma , I spoke to Khuto she advised that she will send me the skin Template and till now i have not received any thing , I called back on the same day spoke to Maria she advised she will send the skin Template i still have not received it .

I called back on the 11-11-2024 and i spoke to Ayanda she advised she will send it and i still have not received it , i called back and spoke to Lungi , Lungi knew absolutely nothing and sent me to client services to obtain the skin template of which i spoke to Sibongile and Sibongile advised that they don't send out skin templates for authorizations department , so by now i am furious , Sibongile put me through to Samelani who felt this was the biggest joke and was laughing in the back ground after speaking to Sibongile , Samelanii then got the team leader Who was rude and i know is just an agent not a team leader Kazier and he did not assist me at all besides be in rude.

Kazier advised that no quotation is needed ( even though the quotation has the procedure codes and icd10codes, cm and dates for the procedure ) Kazier advised that the quotation is not needed? He then rudely told me to send whatever i have and he will get Samelani to update the notes in stating that the templets is not coming through on our side. He advised that he will send Clinical photos to the medical advisors and they will make a decision from there .

I have never seen such rude unprofessional agents in my life , even Gems client services complaints about how rude Gems authorization department is , if that doesn't speak volumes then nothing will. I will be sending this email to hello peter as well.

The call ended about 14:15 with all these agents . Find it Listen to it and deal with it ,