Collective Medical Research - Overland Park, Kansas

Phil I.

I hate leaving bad reviews, so to
do so there has to be something very wrong. I’ve seen Dr. Becky Thomas 3 times in the past 3 months. The 1st appt went great, she was very nice and her staff was helpful. Before the 2nd appt the receptionist Calee called to confirm for the following day. I went in, they charged my card the $210 cash fee and I was put in a room to wait for the Dr. A little over 20 min passed and an employee I had never met came in and explained that the meds never arrived and we needed to reschedule. Why they confirmed the appt and charged my card w/o having my meds on premises is beyond me. I admit I was annoyed and I expressed my disappointment. I came back the next week and everything worked out, so it was water under the bridge. My 3rd appt was coming up next week. Calee called me to inform me that my insurance denied coverage for the same meds I had been receiving. I called my insurance and they said no pre-authorization was needed, so I patched in CMR to get clarity so we could move forward. I had Calee on the line with Aetna, they asked her for a back office code for the meds which she provided, they then said they needed to patch us thru to another department. I’ve worked in insurance and I know it’s never as simple as a “transfer”, so me being considerate of the fact that CMR is a small office with 1 front desk person, I told Calee that she could hang up and I would patch her back in when we got the correct department on the line. She agreed and dropped off the call. About 10 min later when the correct department came on I patched Calee back in, about 2 min into the call Calee dropped off, I figured it was an accident so I called back. A new employee came on and said Calee went home for the day, it was just past 4pm. I understand when your shift is over it’s time to go home, but the least you can do is tell me beforehand so we can reschedule the call, or involve whoever is on shift next so they can assist. This new employee was willing to talk with the insurance but she was out of the loop understandably so. So when Aetna asked her to verify my DOB and member ID she couldn’t find it (I couldn’t confirm it myself because it has to come from the doctors office, silly insurance liability stuff) so Aetna had to terminate the call as they couldn’t confirm my details. In all fairness that last employee from CMR got thrown into a situation she wasn’t prepared for so I don’t blame her, I appreciated her willingness to help. I figured I’d wait for Calee and continue the next day. Today, I wake up to a call from Dr. Thomas herself. She immediately starts reprimanding me, insisting I was rude to her staff and it wasn’t their responsibility to deal with my insurance as they are a cash pay business. That part confused me because they have to get the meds approved from my insurance, the $210 I pay I thought was just to see the Doctor. I tried to tell her that I wasn’t rude at all. I purposely went out of my way to kill EVERYONE involved with kindness, even Aetna. I’m a firm believer of catching more bees with honey. I also know it’s frustrating to deal with insurance, so each time I spoke with Calee or Kate (the Aetna rep) I was empathetic and consciously over-polite. I tried to tell Dr Thomas this but she insisted I was rude and threatened to stop seeing me. I asked Dr Thomas if the calls were recorded, because I’m certain that if they were and she took the time to listen to them she would see that someone was lying to her and it wasn’t me. My background is sales, so I am very aware of delivery, energy, voice inflection, word choice, all of it; I have to be to effectively communicate with clients. I would absolutely never advise anyone to go here. I prefer not to go into detail about the purpose of the meds I receive, but they’re a matter of life or death so a certain level of empathy and professionalism is required. Sorry for the lengthy review. I wish everyone reading this a blessed day, even the doctors office❤️

virgina masoner

So when they called me to do the phone screening they said it sound like I would qualify I drive 45 minutes and take time off work to come out here to get turned down I think they should compensate people for their gas or at least call them back and do the entire phone screen over the phone and if you pass the phone screen then come in and do the rest of it I think it's unfair for these people to have people drive so far out to get turned down

Stacia Fox

Rosemary Johnson