Rula
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I wanted to give this company a zero…
I wanted to give this company a zero because my experience,that follows,justifies it. I must alert the readers that my situation is uncommon and even atypical in terms of billing. But this was totally explained by me to RULA at outset before I proceeded and as condition for me to proceed. This was in form of my providing all the details and my asking RULA billing representatives to gconfirm what I conveyed. I distinctly and emphatically requested to know if RULA could accept my billing situation. I was assured during the extended exploratory talk that it could. The staff providing such assurance CLAIMED to represent the higher level billing department but I now I question that identity based on what followed. I asked for email confirmation that my secondary billing would be thorough an acceptable billing party in form of a cancer foundation that awards me an annual grant to pay my copay.I further explained that such arrangement was followed successfully and uneventfully by all my prior therapists. RULA NEVER sent me any confirmatory email of their understanding and acceptance of my billing situation. I made my first therapy appointment last week on good faith and relying on a verbal promise! I continued to call RULA daily or every other day asking the status of my billing decision, presumably ok at time of my first call. I repeatedly asked to speak to someone in the billing department handling my case but was declined EVEN THOUGB SOMEONE FROM THAT SPECIAL DEPT SPOKE TO ME DURING MY INITIAL CALL! AND IF THERE WAS A RECORD OF THAT VERBAL APPROVAL. All I was told was my case was in review.NO WHY! I asked in one of my many calls to speak to s supervisor from that unit but no one called! I requested my foundation to RE FAX my grant approval and therapist certification of licensure with diagnosis to activate my grant. For some reason RULA will not have therapists receive that form directly but everything from outside agencies or parties must be sent ONLY to RULA and ONLY THROUGH FAX. I felt my first therapy had been positive as basis to continue so I made a second appointment that was definitely psychologically necessary even as I remained in LIMBO imposed unilaterally by RULA. I finality spoke to a supervisor presumably from the higher level billing department on 6/20. I reiterated my story from my 1st call. I was LEGITIMATELY UPSET. I emphasized that I provided all the information about my foundation identity, contact options, process and personal history of past therapist experience. EVERYTHING! She spoke bureaucratically and with zero empathy to my ordeal. I stressed that patients in need of therapy deserve to receive timely,efficient and HONEST administrative assist lacking in my case. Patients should not end up with more STRESS as I was forced to endure. She unemotionally stated that RULA accepts only insurance and cash payments. SO WHY WAS I REASSURED BY ONE OF RULA BILLING STAFF THAT MY SITUATION WOULD BE ACCEPTABLE? AND WHY WAS MY CASE PENDING FOR ALMOST 2 WEEKS WHEN THE ANSWER COULD BE GIVEN IN LESS THAN A MINUTE? AND WHY COULDN’T AN EXCEPTION BE MADE TO USE A LEGITIMATE EXTERNAL AGENCY? This supervisor implied there were NO exceptions. A successful company In any service industry which prioritizes its reputation ALWAYS retains the flexibility to make reasonable exceptions. It’s to its benefit! ALSO IN HEALTHCARE: GOOD COMPANIES PROVIDING SERVICES CUSTOMARILY HAVE AN APPEAL PROCESS IN PLACE FOR CASES LIKE MINE. AND IT PROVIDES REFERRALS! RULA apparently does NOT. Finely in confusion and dejection I asked the same supervisor if RULA would at least consider covering my initial session and my second to occur on 6/23 to now serve as premature termination session. She said she would look into it and call me back which she did in 30 minutes to say NO. We’re talking a total of $25 or $50 AFTER MEDICARE. I conclude I was treated HORRIBLY by this company even as I acted with good faith, full cooperation, patience and trust! On their end: ineptitude,insensitivity, disingenuousness if not deceptive verbal assurance, and in final denial of compassionate allowance of 1 or preferably 2 sessions at no cost: cruelty under guise of company policy. RULA has created and practices a kind of a client directed super friendly almost Disneylike experience but this is superficial and in my case illusory. As is often said THE TRUE NATURE OF A PERSON AND BY EXTENSION ANY ORGANIZATION INCLUDING ALL BUSINESSES IS REVEALED IN ONE OR FEW PIVOTAL ACTIONS. I have revealed enough about the TRUE NATURE OF TRULA. IN THE END RULA’S FINAL REFUSAL OF COMPASSIONATE ASSIST THROUGH FREE COVERAGE OF ONE OR TWO SESSIONS IN NEED OF TRANSITION OF CARE FORCED ON NEW PATIENT SOLELY DUE TO TRULA INSENSITIVITY AND INFLEXIBILITY BORDERS ON PATIENT ABANDONEDMENT.