Chesapeake Christian Counseling Center

Due to a glitch in our system the first 4 visits the client completed were not submitted to the insurance company right away, therefore we were not able to verify the copay amount.   The copay amount was determined and charged fro the early December visit in the amount of $15 according to...

the procedure stated in the above text.  There was another copay charged for the subsequent visit in the amount of $15.  We did not receive any communication from the client for the January visit, as a courtesy, the front desk attendant asked if we should charge the same cared that we previously used for the copay.  The client then stated that he had not been informed of a copay and was belligerent with the volunteer at the front desk.  She asked the office manager on site to intervene.  The office manager then tried to have conversation with the client to apologize for the lack of communication and to inform him that the copay had been charged at the time of service for the last two visits in the amount of $15. The client continued to be belligerent and raise his voice at the front desk.  The office manager continued to inform the client that she was sorry for the miscommunication and the fact that he was not specifically informed of each charge but that the center had followed procedure.  The client then became angry, threw a pen towards both the office manager and the volunteer at the front desk, began to yell and then slammed open the door exiting the building.  After a brief period of time the client phoned the center asking to speak with his provider and was rude to the volunteer that took the phone call.  He called the next morning to ask to speak with the supervisor and he was informed that she was off site but that a message could be relayed and that she would return the phone call.  The client then called again that day and spoke with the receptionist Sharon that he refers to in the complaint.  Sharon apologized for the miscommunication on our part but informed the client that we did follow procedure and that he was responsible for the copay.  The client then chose to cuss at Sharon and Sharon informed the client that would not continue the conversation but would leave a message for the Director to give him a call.  The Director of the center received the message and spoke with the client.  She then informed the staff that the client had made payment arrangements to satisfy the remaining balance in two separate payments.  As it is our policy to collect copays and fees at the time of service, it is our practice to provide a viable solution if the client cannot afford the fees associated with treatment.   As stated previously, there is no documentation on file that indicates the client requested or pursued a fee waiver.If you have any questions please do not hesitate to contact me.
 
Sincerely,
Bethany L
Office Administrator