IPA information

[whughes9805]

Hello! We are considering changing IPAs as we are having some serious issues with our current IPA for the last few years. I will not mention the name of the company here. This is a long running reputable IPA company for a few decades in Texas, but I have seen a decline in customer service, straight across the board. Several of our tickets with them are still unresolved. Some of them are over a year old and the rest are getting close to a year. When they respond, it is only what the insurance already told us. I respond explaining that and they continue to ignore my response. You cannot get a person on the phone. They will not provide us with provider reps' names and contact details so that we can try to address the issues ourselves with the insurance companies. We are doing an internal audit on one of our departments for a few carriers that we are having issues with, so I requested the contracts for the carriers with the issues. They will not release the contracts. They offer more contracts, but we are losing money because they do not fight for their providers anymore and they do not offer any guidance beyond the generic response.
Please do not share negative reviews for any company as I do not want to violate any AAPC policies or ruin any companies. However, I am interested in suggestions of who you use and what makes them great.
Do you love them for their customer service? Is it because of the number of contracts they provide to their providers? I have used others in the past and all were excellent, along with our current one. We have been with this one for over 7 years, so I am unsure if they are all the same now.
Thank you for your time.