I found Cary Orthopedics on my health insurance's website and when I called to make the appointment I was told that their facility with in-network with my insurance. I brought my daughter in to see Dr Anderson, who was very professional & he referred her to Performance Physical Therapy, a subsidiary of Cary Orthopedics. The physical therapists and assistants were wonderful, also. The problems started when I began to receive out-of-network EOBs from my insurance company and I contacted the billing dept at Cary Orthopedics. It was so obvious that ""the right hand didn't know what the left hand was doing"". WHY would they inform a patient that they are in-network & accept my co-payment, then when the EOB arrives, tell me that the doctor is in-network, but the physical therapist is not?!! This should have been made clear during my initial phone contact and definitely at my daughter's appointment. The billing dept was rude and I believe they are now trying to cover themselves because they informed so many patients that they were in network with this particular insurance company. They also have selective memory when keeping phone contact records with patients. I called on 2 separate occasions (to address the doctor's EOB and the physical therapy EOB, which arrived on separate dates), but they only have a record of one call. They insisted that they informed me that their facility was not in-network. Wrong! I was told from the beginning that they were in-network (by the Cary Ortho staff and the Performance Physical Therapy staff). When I received separate EOBs from the doctor and physical therapist, the billing dept informed me that they negotiated with my insurance company for the physical therapy payments (who is out-of-network) and would re-submit the doctor's bill, who was actually in-network. Of course they do not recall this conversation. I never would have allowed my daughter to be seen by an out-of-network facility...not when we were already seeing another doctor who was in-network. I chose this facility because it was a lot closer to my home and the staff initially said they were in-network. Very poor communication and very bad customer service.
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