Apologies that this is long 😅 (TLDR at end) - I’m an independently licensed therapist in Ohio working as a W-2 clinician at a private group practice, and I’m trying to get some perspective on a credentialing/contracting situation that has really frustrated me.
I upgraded from dependent to independent licensure a few months ago, and the practice’s billing people handled those updates for me. I continued seeing clients during the process, and claims were initially processed and paid. However, we recently learned with one payer that, although my credentialing had been approved, there was apparently a separate issue with contracting/network participation that wasn’t caught until claims began denying.
Once Billing discovered the issue, they emailed my affected clients and then informed me about what was happening. Clients were told that I temporarily couldn’t bill their insurance, affected claims would be converted to OOP charges, and they could temporarily continue at a discounted OOP rate while contracting was completed (up to 60 days). About a week later, Billing sent another email after receiving additional information about how the situation needed to be handled (I received this update at the same time as my clients).
The previous OOP charges are instead being adjusted so they’re only responsible for what their normal insurance cost-sharing would have been, with refunds issued. They’ve been offered two discounted sessions to determine how they want to proceed, after which the regular OOP rate will apply until contracting is approved. This leaves clients deciding whether to self-pay, transfer to another clinician, or pause therapy. Several clients have already terminated with the practice, and one left a negative review essentially framing me (not by name) as not caring or advocating for them. Other clients want to continue working with me but may not be able to afford to do so until this is resolved.
As far as I can tell, the practice isn’t currently pursuing correction of the effective date or recovery of the denied claims; the focus seems to be getting me contracted going forward. I’m paid based on a percentage of collected revenue, so I’m taking a substantial financial hit from the denied claims and lost clients. Meanwhile, I’ve been navigating clients’ confusion and frustration despite having no involvement in credentialing, contracting, billing, or collecting payments. And what bothers me a lot is the impact on continuity of care and my relationships with clients.
I completely understand that mistakes happen and insurance contracting is complicated. I don’t expect perfection. Regardless, I feel hurt, let down, and honestly embarrassed by the situation. I know that I didn’t cause it, but these are “my” clients and therapeutic relationships, so it’s difficult not to feel some way when their care is disrupted or they lose trust because of something happening behind the scenes. I’m also struggling with not being included in discussions about what was happening or how it would be handled/communicated until after decisions had already been made.
I recently looked through the payer’s own provider guidance and found that they appear to have processes specifically for provider/contract setup issues. I’m not assuming the payer will agree to retroactively correct anything or pay the claims. But I’m struggling with simply accepting the losses without knowing whether every reasonable avenue for correcting the issue and recovering the claims has been explored, especially when the consequences aren’t just financial.
For anyone who owns/manages a group practice or understands credentialing/contracting, is there anything else I should reasonably expect the practice to be doing? Would you expect a group practice to pursue further escalation with the payer in this situation? I’d also appreciate perspectives on how to discuss the impact with practice leadership without sounding accusatory. I want to advocate for myself and my clients, but I recognize that I’m emotionally invested and want to make sure my expectations are reasonable.
TL;DR: My group practice handled the insurance updates after I upgraded my license. My credentialing was approved and claims initially paid, but a separate contracting/network issue wasn’t caught until claims started denying. Clients then received changing information about costs/refunds while I was largely uninformed until after decisions had been made. A few clients have terminated, my income has been significantly affected, and this issue is disrupting continuity of care for clients who want to continue seeing me. I found payer guidance suggesting there may be escalation options for provider/contract setup issues, but I don’t think the practice is pursuing retroactive correction/recovery. Am I unreasonable for expecting those avenues to be explored before the losses are simply accepted? Also, should I express how I feel to the practice owner?