RediClinic

Strep Throat on a Sunday. Loved the convenience. Jessica checked us in and did triage. The NP, Joan, was fast and attentive. Visit was $ 20 Copay. Meds were $ 8. Would highly recommend. And would go back.

Fast, and cheep. I paid cash for a visit ($ 89) and strep throat test ($ 15). The meds at the heb pharmacy was $ 23 for antibodies & nasal spray$ 89. Worth every penny to feel better. Plus it is inside heb where you can buy any feel better items needed.

I visited the RediClinic at HEB in The Woodlands TX twice recently. Once on the evening of the 29^th of May and again in the afternoon on the 30^th of May. I will never visit a RediClinic again. On the first visit, I checked in at 7:15 and was told (despite hours being listed as 8:00), they couldn’t take any more patients for the day due to the paperwork that had to be filled out at the end of the day. OK, fine, people had a long day and wanted to go home, I understand this happens on occasion. They took my name and number and said I would be first in line in the morning, and they would give me a call for a reminder. I slept clean through most of the day due to the cold or whatever it is I have. I awoke to no phone call. Again, not that big a deal, they’re not my alarm clock. I’m the one responsible for getting to the appointment if I want to be seen first. However, don’t set the expectation without following through.
Now comes the great part (read sarcasm there if you are dense). I visited again in the afternoon of the 30^th. There was only one person ahead of me, great. I get to the check in stage where they get your copay if you have one, insurance etc. Now I have to give you a little bit of background here for you to understand the depth of the horrendous customer service and incompetence that was exhibited:
Most insurance plans have a deductible, then what is called co-​insurance. The deductible is just like car insurance, it’s what you pay before the insurance pays anything. Co-​Insurance is what you pay once you have met the deductible. A common con-​insurance setup would be ⁸⁰⁄₂₀. Let run through a scenario to make sure you understand. In this example it’s the first time I’ve visited the doctor for the year. My deductible is $ 500. My co-​insurance is ⁸⁰⁄₂₀. Again this is an example.
Let’s say the doctor’s office visit is $ 1000. I have to pay the $ 500 deductible then on the remaining $ 500 the insurance company pays $ 80 of every $ 100. So I owe another $ 100. Grand total, I’m coming out of pocket for $ 600 on a $ 1000 bill. Next doctor’s office visit is $ 1000, I owe $ 200, since I’ve met my deductible.
You keep on like this through the year until you meet your OUT OF POCKET MAXIMUM! Once all those $ 500’s, $ 100’s and $ 200’s equal this magic number, typically you owe NOTHING! I can assure you this is the case with my insurance. As I’ve had multiple visits this year paid at 100%. This tends to happen when you have catastrophic expenses in January, like having twin girls.
I say all this to say: I’ve run into this issue (a receptionist or even billing specialist not being able to understand how to verify benefits) before, but I have NEVER encountered this type of result or reaction in response to me pointing out their error. This ranks up there with some of the worst customer service encounters I have ever been part of.
The conversation went something like this…
Ashley Woodard: «You have a $ 20 copay.»
Me: «Actually I’ve met my out of pocket maximum for the year, so it should be zero.»
Ashley Woodard: «I see you have met your deductible.»
Me: «I’m sorry, yes I’m aware. I’ve also met my out of pocket maximum, two very different things and I don’t know that you should be doing this job (intake and billing) if you don’t know the difference.»
Me: «Here is the number for customer service (for my insurance/​in network mind you) if you would like to verify the benefits.»
Ashley Woodard: «We don’t call to verify benefits, it’s our policy.»
Me: «I’d like to speak to your manager about this.»
Ashley Woodard: «We need to have a credit card on file anyway for billing.»
Me: «Sure, but it will not be charged correct?
Ashely Woodard: «Would you like to be seen? (By the doc/​PA)»
Me: «Actually no, I would like you managers name so I can tell them that you don’t know how to do your job.»
Ashley Woodard: «Here you go, but they will tell you it’s our policy…»
Me: «and I will have they call you to give you a refresher on how to read the computer screen to verify benefits and on customer service.»
As to the policy in and of itself, if true, it stinks. As a business owner, I can understand the decision, however you, may want to revisit that.
Looking at the incompetence first, I can understand to a small degree. My insurance provider breaks things out individually. Deductible vs. Max Out of Pocket both for individuals and as a family. I have only had $ 200 in claims this year prior to my twins being born. They leave it to the provider to deduce that since the FAMILY OUT OF POCKET MAXIMUM HAS BEEN MET, THE INDIDVIDUAL OUT OF POCKET MAXIMUM HAS ALSO BEEN MET. Not rocket science if you ask me, but I work in the industry so I have a bit more knowledge on the subject that the average consumer.
As for the damage and liability Ashley Woodard did the business and left the company open to… wow.

Love the convenience! Quick and easy.

I arrived here at 7:47. I asked if they were still open and the girl asks me for what? I am here bc I have a sore throat and my 2 year old son has a cough. She says we can only see one more person… So I say ol well see my son and hopefully I don’t have strep bc I don’t want to give it to him. Then the nurse walks out and says she will not see anyone after 7:45. Ok but this lady said you can see one more. The nurse says no if I did for you I would have to do it for everyone. By this time the other lady was mean mugging my son when he would cough. So I had enough so i thank them for being so kind. I have never been treated with such bad customer service. I understand I walked up 2 minutes after they stopped taking patients but that doesn’t mean I should be treated like dirt. I will never be back. 3÷13÷2012. Ps I also understand people need time to close so they too can go home to their families but tell me off politely.