Springfield Behavioral of Pennsylvania

“The providers are fine, but calling them to schedule and reschedule appointments can be a complete black hole. Their portal is terrible, and they *really* need a way for people with severe anxiety and ADHD to schedule and reschedule appointments without the need to make a phone call. They sometimes respond to messages in their portal, but you can’t rely on that as a way to do anything. Twice we have had appointments canceled with no notice (provider went on medical leave or the medical secretary made an error), and we only found out in the day of because there was no telehealth link when we signed in to the portal for the appointment. And no one else in the office can get that info to you, just the medical secretary. And if you can’t get a person to respond for days, you run the risk of getting charged a no-show fee because they require 48 hours’ notice. And this has to happen every single month. It is so stressful.”

“I just spent over an hour waiting for a call back on my billing question. Out of nowhere, they are trying to bill me over $500 for a therapy session (when I have been seeing the same therapist with the same insurance for years). They recently outsourced their billing to some sketchy billing company, and I can't get any answers on my bill. My therapist is amazing, but this practice has gone downhill. It's very disappointing to see. Do better. Update 2-10-25: the billing issues were resolved and the new system seems to be working better. It was a very bumpy transition to the new billing stuff, and I wish things were communicated better (I felt bad that my therapist was stuck in a weird spot because she couldn't help with billing stuff since the change to the new system).”

“UPDATE: After speaking with someone from Refresh Mental Health (the billing department that Springfield Behavioral also uses), I found that my claims were being sent to a different insurance carrier all together and they’re not correcting it unless patients call them. No one was notified that their out of network claims were being sent to different carriers. i surely wasn’t. ORIGINAL POST: Don’t bother coming here if you value your mental health. Towards the end of 2023, Springfield Psychological changed their name to Springfield Behavioral and along with that change, they outsourced their billing department to a third-party vendor named Athena Health without properly notifying patients that their information would be outsourced. Ever since, I’ve had billing issues as the associates at Athena Health are incompetent. The first time around, the resolution was that the wrong provider ID was entered on the batch (9 claims total) and they were being resubmitted. I took care of the bill for back copays since I stopped paying until the issue was resolved. I was notified recently, after a few months of thinking this issue was resolved and we moved on from it, that the same batch of claims were once again an issue. This time, my insurance company has yet to receive the claims and Athena Health is demanding I pay a nearly $5,000 bill because my care is being billed as out of network and not in-network like it should be. When I try to call, I’m told via automated message that “all representatives are assisting other customers” and offered to wait or have a call back… Do yourself a favor, by pass this practice. The therapists are great and helpful, but the office staff and third-party billing company are difficult to work with. The office staff have no clue about anything billing related so, not worth calling them.”

“Vanessa Gamboa is the best therapist I've ever worked with, and I am a veteran therapy-goer! I feel like our sessions are an important part of my week, and after many months of weekly talk therapy, I can say that I do notice positive incremental changes in my habits and behaviors. I believe I have achieved more personal growth so far this year than I would have without my therapist's help. I was nervous to try Springfield because they seemed to be a big group. I worried the experience wouldn't be especially better than the small group providers and solo practitioners I've seen in the past. In terms of the care, I could not be happier with how it's going. Still, yes, the customer service experience is different because different departments will be harder/easier to work with, depending on your inquiry. Intake staff were friendly and professional. The billing department seemed understaffed when I needed help getting an issue resolved with my claims. They did ultimately fix it for me, so I am grateful to them--it just took a lot of calls and several weeks to deal with, and I lost confidence that the billing team would return my voicemails without escalating my problem to my therapist's attention. Overall, Springfield is middle-of-the-road when it comes to customer service--they may need to grow their office staff. Not the most disorganized or unreachable practice in the area, but not as good as the best, either. Vanessa is amazing, though--10/10 would recommend”