V Louise
I was a client of this practice for 2 years, solely because of an excellent therapist who supported me through a very difficult period in my life. I do want to share my experience with the administrative and billing side of the practice, which was extremely frustrating and ultimately the reason I am leaving. During a period when I was paying out of pocket and while the practice was waiting for insurance credentialing, I relied on timely super-bills for reimbursement. These were often delayed beyond the expected timeframe, and when I followed up, concerns were frequently redirected back to me as if I was being impatient, even though it would be 5–7 days past the super-bill generation date that was agreed upon. I also discovered that a session I paid for out of pocket was later billed through my insurance as well. Had I not carefully reviewed my EOBs with my insurance company, I would not have realized that both I and my insurance had been billed for the same session. It then took an extensive amount of back-and-forth communication to get a clear explanation regarding the "billing error". This was extremely confusing because I had been paying out of pocket for more than 6 months, and then my insurance was billed for a session in "erroneously". Additionally, there were policies in place requiring biannual visits with a nurse practitioner regardless of clinical need. Which just didn't feel right as I am someone who sees my PCP annually for years and is in excellent health. In my case, this resulted in a short appointment (7minutes) being billed at full session cost, which felt disproportionate given the lack of medical necessity for ongoing follow-up. While I respect that this is a business, my experience was that the administrative processes felt unclear and at times inconsistent, which created unnecessary stress during an already vulnerable period of care. I share this so others are aware of the administrative experience in addition to the clinical care.