Unfortunately I never got past registration. Their “concierge” informed me, after a week, that my insurance was out of network. It is a Cigna network and I have called them twice; both times they verified that if the provider is Cigna credentialed, I am absolutely in network.
They canceled my new client appointment that I had completely arranged my day around with 3 days notice and said if I wanted to be self pay, to reschedule. My appointment should have been held for at least 24 hours to allow me to reply, or they could have called me to verify.
I work as a mental health office manager/billing specialist and honestly, am shocked and disappointed in this company. I use Midi online for other care and had high hopes that Lavender might be a good online provider.
They clearly need better benefits and eligibility staff as losing a new client because you don’t know how to call and verify their insurance is unacceptable. I will be letting Cigna know that this provider/office is telling a Cigna member that they are not in network as they claim to be.
Denise
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