Business ProfileforSSM Health Physical Therapy

Location:  Highway **************************************************************************************************

I began PT for my left shoulder in Sept. 2023. At that time, the admin employee who did phone intake told me my insurance would cover all my visits, and that SSM would advise me if my appointments would be approaching exhaustion of benefits. On October 25, 2023, I was in a vehicle accident requiring PT for my neck. I wasn't told that my sessions were about to run out. At the start of 2024, I received a bill that I owed SSM PT well over $2,000 because insurance had stopped paying due to exhaustion of benefits after 10/24/23. I called office staff who spoke to their ***, who stated SSM would write off the charges since it was a clerical error as opposed to my fault.However, those charges were never written off. I contacted the billing department who sent me to the *** ******, who referred me back to the billing department, who referred me back to ******. This went on for a while until ****** went back on her word and said I had to pay. I found out from office staff that my sessions stopped being covered on 10/24/2023, though I was never notified of this because the first admin girl I spoke to in August put down the wrong number of sessions I had available. I have never been able to speak to an actual decision-maker for SSM and was told that all they would do is reduce my cost to $100/session AFTER I had already been told the charges would be written off. I have been made aware through personal connections within SSM that I am not the only patient this employee made the error with, and that she was fired due to these mistakes. Additionally, the visits were not coded as a new issue even though therapy starting after 10/25/2023 was focused on my neck injuries from the vehicle accident rather than what I came to therapy for initially, which was my left shoulder. Staff is aware I have financial hardship due to injury/unemployment. It is my expectation that SSM will write off my balance for the remainder of 2023's charges, totaling $1,400 as of 5/20/2024.