Pediatric Therapy Services — Local services in Gresham

I called to schedule my apt and the office did an insurance verification - great news for us, insurance would cover it all except $20 dollar copays.

First visit was mediocre with the office girl, payed my 20 dollar copay, the office gal took my insurance card and made a copy (and never gave it back.) The experience with the doctor was great, she did her examination and recommended more visits.

Second visit, I was given an extremely detailed summery of her mobility and exercise tips to do at home. I was very impressed with the doctor. Although, we didn’t get asked to pay a copay the second visit - I was confused but didn’t ask why. I also asked for my insurance card back since Carlos had called me to let me know they had it at the office. The girl “couldn’t find it,” and she’d have to call Carlos, who didn’t work at that location to see where he misplaced it. I was annoyed, but whatever.

After 3 more visits and no further co pays and still a lost insurance card, I get a bill on 8/28/20 for $492, due on September 1st. Umm, excuse me? The office girl showed zero remorse and told me that I signed something saying that accuracy isn’t needed in insurance verification, and to call her manager, Carlos, for further questions. I asked her if this is the same Carlos who lost my insurance card. I kid you not, her only response to that... “yes.”

(Also, it seems like the billing staff knew after my first visit/co pay that insurance coverage had changed, since I purposely wasn’t asked for any more co pays. It was never once communicated to me until I asked about my bill.)

I proceeded to call Carlos. He seemed really annoyed that the girl said word for word that he lost my insurance card, but “GREAT NEWS - I can either do payment plans for the almost $500, and that I have great insurance and my deductible is met.” Carlos also added, any insurance claims can’t be re-coded. I asked Carlos why nothing has been mentioned to me, and why I got a bill for $492, with a due date 4 days later. He sharply said “that didn’t happen.” I asked (literally) if he was saying I was lying. I had to pull up my first and only bill, and read it to him. After that, he got a bit quite and said he’d have to ask the billing specialist why that happened.

I go home and look at my insurance and taaa - daaaa, PT is in fact covered, and I only owe copays, which now totals $60. This PT will be short lived and that I’m planning on not continuing once she’s walking, which is any day now. I’d rather pay $60 than $492. Anyone with a brain would rather pay less.

I called the billing lady with this company - she also said it was suuuuch good news that my deductible is met, and paying the deductible would be cheaper in the long run. I told her this was coded incorrectly by my primary care doctor and I was going to have it fixed. She didn’t seem to agree that it was in my best financial interest to have it corrected - they all still don’t understand that my daughters needs are very short lived for PT.

I had the primary care doctor input the right Insurance code and all is fixed - I now only owe $60 total. Even though Carlos basically said I couldn’t retroactive any codes, and the billing lady told me I’d be better off paying $492 haha

For the 5th visit, we decided to go on a last minute trip out of town. I call the Gresham location on Saturday to cancel my Monday apt, since the HV location is closed on Saturdays. “Patience” told me, “weird, I see you’re on the calendar, but that your doctor isn’t working, and there’s no other available doctors.” I told her “well, I’m glad I didn’t go for this apt for no doctor to be available.” Patience was stumped but proceeded to tell me I wouldn’t get a no show fee since I cancelled in time. I asked for an email confirming that, since everyone except the doctors seem to be incompetent. Never got that email.. and luckily, I haven’t gotten a no show billed to me... yet.

^After all of that, I’m done. I can’t waste anymore of my time trying to do business with...

An extremely unprofessional establishment. I was kicked out of my son’s scheduled appointment for wanting to file a formal grievance against one of their supervisors.

The front desk with long brown hair was extremely hostile towards me from the beginning when asking the information I needed. She didn’t go get the manager until I got on the phone with my attorney that then the manager finally came out and was just dismissive. Extremely patronizing and condescending. Sarah found it appropriate that a supervisor Alejandra would go into a child’s scheduled appointment to have personal check in with the mom and had nothing to do in regard to my son’s treatment. That is my concern and is invasive and unprofessional especially since she is a supervisor. And myself and this supervisor just so happen to know each of her outside of the establishment and I had concerns for the medical privacy of my son. That is what makes my grievance a bit different. And I was trying to communicate that for the Sarah the clinical manager to just disregard anything and for us to just leave as we were the problem.

They really need to be trained in communication and professionalism when communicating about grievances and when those conversations take place and not to be done in front of the child during a scheduled appointment to tell them to leave. My son is hurt and confused as to why he was treated like that for simply me asking question. And that is how he observed it as well. We will never go back

And have notified insurance companies and HIPPA...

Our first visit was an interesting one. The lobby was very loud and not welcoming for kids with SPD. The evaluator was sweet but the rest was very chaotic. We got signed up on a schedule for weekly visits, I was lectured on the importance of keeping the appointments, our first visit was cancelled because the therapist was not available/ill. After some thought and talking to my child, I decided to not go forward with therapy here. I called that day to cancel all following appointments and spoke to someone at the front desk. Since then, every week following I am still getting reminder texts for his appointments. I call every time and try to confirm cancellation. I'm sent to voicemail. No one calls me back. I am upset with the lack of communication and If I get a bill for missed appointments I will be livid. The service here is poor regardless of the great evaluator. It should not take upwards of 4 phone calls to confirm cancellation.

Edited to add, even after stating that we did not want to continue services up to 6x. We are still getting phone calls for us to do zoom sessions!! Or now, to schedule services since things are opening back up. At this point it's harassment.

Get organized please and educate...