Summit Health

Worst experience I have ever had with medical care. I was having pain in me feet so I had to go to a podiatrist within the group and have orthotics made. After receiving the first pair I was having worse pain so I went back to have them fixed. The second time they were supposed to have a support removed but when I received the second pair they still had the support. When I got the third pair they were still incorrect so I went to a new provider. When I got my second pair of orthotics I had cone to find that my insurance was over charged by summit medical group. When I attempted to find out the error they said they were working on refunding the money since May, this was back in August. Each time I was told it would only be a couple of weeks. I have followed up several times and waiting on hold to speak to a supervisor in billing, who after an hour, did not answer. We are now over halfway through October and I called today to find out that my "escalation of the issue" had only been escalated on September 26, a month after the original call. Summit medical group has a "back room" where this gets handled but considering the issue has been known about since May I am left to believe that this backroom does not exist. I just want my insurance to be refunded so I can utilize the benefits that I pay for but I am unable to do that since Summit Medical Group has been unable to provide not only insufficient answers to the problem but also continues to hold the payment that needs to be refunded hostage. I want my insurance refunded so I can receive adequate medical care elsewhere that summit medical group is unable to provide.

The Physical Therapists at Summit Health provide exceptional care--they are professional, knowledgeable, and attentive. I truly appreciate the quality of treatment offered. However, the front desk experience falls short of these high standards. Erin, the younger receptionist who regularly works at the front desk consistently displays a negative attitude. She fails to greet or acknowledge patients, speaks in a cold, dismissive tone, and presents an unwelcoming demeanor that makes patients feel uncomfortable from the moment they walk in. This behavior is unacceptable in a healthcare environment and undermines the patient experience. As someone who also works in customer service, I understand how demanding the role can be. But basic courtesy, warmth, and professionalism should always be present--especially in a medical setting where patients may already be feeling vulnerable or stressed. In contrast, the other receptionist with long brown hair is friendly, respectful, and consistently professional. Her presence makes a noticeable difference in the atmosphere, and she reflects the high standard of care that Summit Health is known for. I strongly recommend that Erin receive customer service training and that management closely monitor her interactions. The front desk is the first impression patients receive--it should reflect the same excellence as the clinical care. I'm writing this in hopes that Erin can receive the customer service training she needs to reflect the same level of excellence as the rest of the team.

I had my annual physical at Summit Health Berkeley Heights Primary Care and was very disappointed with how the billing was handled. The visit was supposed to be a preventive exam fully covered by my insurance, but several standard lab tests (Vitamin D, Lipid Panel, Iron, and Ferritin) were billed under diagnostic codes instead of preventive ones. As a result, I was charged out of pocket even though my insurance confirmed these tests should be covered under preventive care. Both Summit Health and Cigna told me they "billed the correct codes," and neither side is willing to fix it -- leaving patients to pay for what should be fully covered. Additionally, during the same visit, the provider briefly followed up on a thyroid concern I mentioned from a prior year and that led to an unexpected "sick visit" copay on top of the physical. Overall, this experience feels very misleading and unfair to patients. Preventive visits should not turn into surprise bills due to coding issues. I hope Summit Health can review its billing practices and improve transparency for patients.

Most of the doctors here are good. Their offices are friendly. I'm a fan of the lab and find them to be quick and efficient. I love that there are various specialties available. My issues are with scheduling and I LOATHE the call center every time I need an appointment. The operators are friendly enough but, respectfully, they are difficult to understand due to language barriers and I should not be routed to another country just to make an appointment with a doctor. The fact that Summit uses a foreign call center is the epitome of the business takeover of healthcare. I cant call my doctor without going through a call center? Time to find a new doctor.

We have been SMG customers for years, and have completed separate reviews for most of the physician practices we work with. Laboratory - Diamond Hill I have become somewhat of a frequent customer. The staff is always very good. But the stars of the show are Marsha and Glenn at check-in. They are both very professional, competent, and very kind. They are an absolute pleasure to work with. To be clear, I would give them a 5-star review! Urgent care We have used this as recently as this past week. It was a very good experience, responsive, efficient, and quality care. Appointments I really don't like the call center model or forced use of AI. I prefer to work with the physician's office. It can take too long to just make an appointment. For example, in making a recent appointment, it took over 5 minutes to navigate AI before I could speak with a human, and then I was passed from call center to the physician's office to a nurse ... too many touches just to make a regular appointment. To be clear, I would give appointments a 1-star review! As an aside, I like the idea of the "keep call centers in America Act" ... it would mandate providing a choice between working with AI or with a human.