Great therapy but office staff lack training and accountability…read more
I received excellent care from my therapist, Emily, who was knowledgeable, conscientious and personable, but ultimately, I decided to cut my therapy short due to unsatisfactory customer service and lack of resolution of a billing issue by the billing manager. I did not receive a bill for the first encounter until several visits had passed, when I discovered my insurance only covered $77 of a $220 charge, leaving me an out of pocket charge for the balance of $243, with several followup visits pending insurance. It was only then that my therapist informed me they were out of network for me and that the scheduler should have let me know that upon scheduling. She suggested I speak with the billing manager, indicating that this had happened a few times in the past and that an adjustment might be possible. The billing manager made me speak to her about this personal financial issue through the window in the full waiting room. She offered no adjustment whatsoever and only argued with me that in fact I had been told before scheduling that it would be out of network and at any rate "it's on the papers you signed."
I was not upset or confrontational in the least, simply asking for clarification and consideration for an adjustment considering I was not informed of the out of network status upon scheduling. One can only ask, and if the answer is no, no problem. But the billing manager infuriated me by arguing back and forth with me that I was told, I "had to have been told, we tell everyone." I said no I wasn't, and I just wanted to make sure they knew to inform people in the future. All I was looking for was an I'm sorry that happened and we'll be sure to do that in the future, but she continued to argue with me that I had been informed. I said no I wasn't. They talk to dozens of people a day. I talked to them one time. I know I wasn't told, because if I had been, I would not have scheduled. And yes, I am certainly guilty of signing papers without looking at them, but I hardly think that I am the only one who has done that. At that point, a patient is already presenting for their scheduled appointment. Not informing them on the phone and allowing them to schedule an appointment and burying that with other papers to be signed hardly makes them look good. Of course oversights happen and I'm sure that was the case in this instance, but the billing manager took my comment that they really need to make sure they tell every person, every time, personally, and escalated the conversation. I declined at that point to schedule any further appointments.
To reiterate, the standard of professional care I received was impeccable. But a little customer service training and accountability for the office staff would not go amiss. Make sure to question them carefully about your insurance reimbursement before scheduling, if that is a concern for you. Otherwise, I recommend therapy here without reservation.
