I attended their Intensive Outpatient Program, (IOP) for approx two months. I was impressed with…read morethe welcoming clinical staff, the program, and how you can receive multidisciplinary holistic treatment for behavior health, physical therapy, and pain management under one roof.
I needed to set up a payment plan and contacted billing. I gave them my information, but never received any follow up receipts or documentation. I had forgotten that I made arrangements because I never received anything. Even when a payment transacted, I never received a receipt for my automatic transaction. Two weeks ago, I emailed my counselor, who is also the Clinical Director of this site, forwarding him my concerns, with my attachments, requesting to speak to a manager about this customer service situation and lack of follow through.
I finally received a receipt and an itemized statement, but my payments weren't referenced. I was pretty confused. I still have a balance due but they don't seem concerned about it. I have asked to speak to a manager twice, and twice, I've been ignored.
As great as the clinic staff is at being professional, responsive, and mostly, good listeners to when I express my needs, the billing department drops the ball. And I'm not talking once. I'm speaking of a couple times. Why does billing think they don't need to present a professional, courteous, responsive demeanor with clients?
I don't know. But after I completed the active care program, I'm not returning. I can't work with people that ignore my needs, and requests for clarification. These people are suppose to be ACTIVELY RESPONSIVE.
The risk, (headache, time wasted in emails, phone calls, and asking a manager to please call me, are futile. The risk outweighs the benefit.
If you need to pay anything, expect nothing from billing. Cindy is way too busy to call you back to hear your concerns about not getting a payment plan printed out, getting my two debit payments totaling $500, in tax receipts without having to follow up repeatedly. I won't give them my debit card number again for having on file.
The clinic staff is great, but the behind-the-scenes-staff, not so much!
