Serenity A.
Be more clear about what is in network…
Be more clear about what is in network and what isn’t for telehealth appointments. Supposedly my health insurance is covered, but only in person. I wasn't notified of this until the time of the appointment, and that I had to pay an extra $100. That’s one way to lose a future patient. Not only that, the receptionist who told me was rude about it and didn’t care. How greedy for a 15min video call… The only good thing was the doctor I saw and spoke to. Edit;; I’m not going to reiterate that I already knew my insurance was covered except that it wasn’t for telehealth. Again, I have received the ‘klara’ message the day and right before the appointment ( there were a few of them too, nothing that were important like that except for the last few minutes) which was booked online August 17th and appt was set on August 19th. I would have looked over that you guys were closed and that’s why there was a last minute attempt to tell me (when that specific text arrive) when I was already busy waiting for the doctor. But, to claim that I ‘overlooked’ is rather sad. Thanks again.
Response from Alpha HormonesAug 26, 2024
We sincerely apologize for the confusion regarding your telehealth coverage and the inconvenience it caused. After reviewing your situation, we discovered that your insurance provider, Health Net PPO, is out-of-network for our services. While you can still use your insurance for the visit, it may result in higher out-of-pocket costs due to the out-of-network status. We list all insurance companies on our website, and your insurance benefits were also provided in the Klara text before your consultation, though it appears it was overlooked. We apologize for any service issues you experienced with our staff; this is not up to our standards, and we are addressing it internally. On a positive note, we're glad you had a good experience with the doctor. Your feedback is valuable, and we're committed to improving your experience with our clinic. Thank you for bringing these matters to our attention.