Counseling Center of New Smyrna Beach - New Smyrna Beach, Florida

aprile741

I had a really good counseling experience. However, the billing department is very harsh. They charged my credit card without my knowledge or approval. We’ve been going back and forth with my insurance company for some time. They have it filed incorrectly and are having issues getting it straightened out. Edwina in billing is aware that I have insurance, that I paid my copay and that they will pay it at some point. I’ve been calling them frequently to try to get it resolved. This is all for a single visit that didn’t get processed correctly and I was a client there for over a year. Every time I ask Edwina to call the insurance company too she says she can’t reach a person, it’s automated. So I’ve been calling them. The insurance company has called her a few times to confirm they are aware and are working on the situation. They’ve had to reprocess it a few times. I’m so disappointed that instead of reaching out to me, they charged a credit card that was paid off. Now I will be charged interest, plus the counseling center charged me a surcharge. All Without my prior knowledge. I was not given the courtesy of a heads up or even the opportunity to pay via a different method. I live paycheck to paycheck, so this was extra disappointing. Because of the billing I do not recommend.

Robert

A hidden gem, CCNSB rises above the sterile, dehumanized standard that contemporary counseling providers have unfortunately set. I feel truly blessed to have found them. With over a dozen therapists, the staff works with you to find you “the right fit.” Heather O’Neill especially is driven, kind, and professional; I would recommend her to anyone looking for a supportive and attentive therapist. As for psychiatric care, this is not just another “pill mill”— you are treated like a human being and your wellness is prioritized.

Gabrielle Williamson

May 2024:
I am writing to express significant concerns about recent interactions with your office staff, specifically regarding the handling of essential billing documents and overall patient service. The experience has been both frustrating and disappointing, particularly with how my requests have been managed by Edwina.

During our conversation, she refused to address the contents of my email regarding this matter. She asked me to repeat the email contents, despite having the email in front of her. When I inquired about addressing the content of the email, instead, she informed me that I should not send emails to your office--which was both confusing and unproductive.

Initially, Edwina informed me that it was not possible to send billing documents electronically, which contradicts the capabilities of most modern Electronic Health Record (EHR) systems that feature client portals or secure email functions. If your practice lacks these basic digital communication tools, it is crucial that this oversight is addressed promptly. Secure, HIPAA-compliant solutions are widely available, and their integration is essential for efficient patient service and operational efficacy.

Further compounding the issue, I was advised to expect the necessary documents via traditional mail. After an extensive wait, the documents I received were incorrect, further delaying my ability to file claims with my insurance. This is not only inconvenient but also unacceptable for a practice of your size and reputation. Requests for accurate billing documents should be a routine matter, handled efficiently and correctly.

Moreover, Edwina's refusal to provide a simple billing statement with the necessary NPI and EIN (required by insurance) is concerning. I had suggested a straightforward solution of drafting this document on letterhead, given the limitations of the system, which she dismissed without consideration. Her approach not only lacked professionalism but also empathy, especially notable when compared to the exceptional service previously provided by another staff member, Abby, who she talked poorly about over the phone.

Moreover, during our conversation, Edwina's demeanor was less than professional. She impersonated a manager and was dismissive of my requests. Her patronizing tone and lack of empathy starkly contrasted with the exceptional service I had previously experienced with Abby, who always ensured patients felt valued and cared for.

These issues not only disrupt the administrative processes but also reflect poorly on the otherwise excellent care provided by your medical team. It is disheartening to encounter such barriers in what should be straightforward administrative interactions.

I urge you to take this feedback seriously and implement necessary changes to improve communication, document management, and staff training. Ensuring that all team members uphold the values and standards of your practice is essential for maintaining patient trust and satisfaction.

Thank you for your immediate attention to these matters. I look forward to your response and a prompt resolution that restores my confidence in your practice's ability to manage patient care and administrative responsibilities effectively.

June 2024 (Edit & Update):
Today I learned that I missed my virtual appointment because I saw the charge on my card for it. Now, it's my fault to miss my appointment. However, I do wish that someone would have given me a courtesy call to find out if everything was okay or if I was having technical difficulties. I confirmed my appointment only 48 hours prior. Once again, I wish to be treated with more care by the office staff. I do not believe it to be too much to make a phone call with a gentle reminder. I also believe in a first time grace policy, which is not offered here. I have never missed an appointment entirely. I feel disappointed in my customer experience. I have higher expectations for businesses in the mental health industry.

Thom Connors

Therapist was qualified & helpful but the office mgt doesn’t seem to be able to maintain an accurate calendar of appointments. Seeking similar services elsewhere.

ProudPapa 38

I found the CCNSB a little over a year ago, which has been a game changer in my life. From the office staff being professional, prompt on scheduling, paperwork, and information to the counselors and medicinal providers who are doing their work behind the closed doors. Thank you to everyone at CCNSB!!

Tina Marie Langridge

I love everyone I see here! I look forward to my appointments with Kim. She is the Best therapist I ever had. The girls in the office are absolutely the best too. Angelique is great with meds. This place is the BEST in Florida!! Thank you so much for everything you do for me, Kim, Edwina, Abby, Natasha and Angelique. I appreciate you more than you know.
Tina L.

cindy ronning

I will start with a positive. Heather the receptionist is a star in this office and her care and concern is felt and appreciated. The other staff members should take notes from her and learn to do better. We are patients so we should be handled with kid gloves, not boxing gloves.
I became a patient of Brianne 2/2024.I immediately liked her and felt like she was a good match for me. I saw her 3 times and had my next session scheduled with plans to increase my meds. One week prior to my next appt I suffered a near fatal stress induced heart attack. I spent 5 days in ICU and came home wearing a life vest. 2 days after discharge I saw Brianne. I filled her in on what happened. She said she wanted me to follow up with my cardiologist before she changed my meds. She asked me to email her my current med list and then lhk what my cardiologist said the next am. I lost the email info she sent so I immediately called the office and explained what happened. I was told they do not give out providers emails so I had to send the info to the office and they would forward it. I sent it and received confirmation it was forwarded to Brianne.
The next day I saw the cardiologist and as soon as I got home I emailed that same email address the message from the doctor in regards to anxiety meds he thought I should be on. After I emailed I also called and left a voice mail. I got a message from Edwina saying I was all set. I waited until 1:00 the next day to try to pick up my meds. They were never called in. I was livid. My difribrilator went off that morning notifying me of an irregular heartbeat so I was terrified. I called the office at 1:00 and spoke to Robert (?) He assured me he was immediately reaching out to Brianne in regards to this matter. 4:30 it still was not done. Now it's Friday afternoon, almost the close of business for them. I called and was not happy. I spoke to Edwina who met me with boxing gloves on. She told me to be quiet, she already knew my issue and she didn't need to hear it again. She told me she emailed Brianne a half hour ago, despite me calling at 1:00 and being promised it would be handled immediately!! She engaged wholeheartedly in an argument with me to the point I cursed at her and hung up. I was beyond upset and could feel my blood pressure getting higher. After hanging up nobody from that office bothered to call me back......to check on me.......to see if I was ok. I was one week out of a near fatal heart attack and now dealing with this. Nobody cared. I called back after I calmed myself down just to get to speak to Edwina again. I did apologize for swearing at her and owned my part in it. She explained to me that this is a constant issue with the doctors at this center. She told me they do not do what they are supposed to do. She told me the staff always has to deal with upset patients for this exact reason. She told me she had forwarded all of my info to Brianne and that there was nothing else she could do to help me. Then she told me Brianne wasn't even working that day, why not tell me that the day before so I could have just gone back to the ER for the help I needed? Now it's 4:50 on a Friday so I know I am out of luck.
8:00 pm my phone rings. It was Brianne. Her first instinct was to tell me technically she has 48 hours to respond to any messages. Then she told me she never received any of my emails. She told me the staff did not send them to her. I offered to send her the visual voicemails received from her office letting me know they had been sent. But she denies getting them. So somebody is lying. She did call in my meds to a different pharmacy (mine closed at 5:30 so I had to change pharmacies). My husband went to pick them up on Saturday and of course.....she didn't change the dose as we had planned for the past month.
Patients should not have to cross the t's and dot the i's for these well trained medical professionals. If you cannot take care of the patients you have them kindly stop taking on more than you can handle. Our health and our lives depends on the care you give us.

Jessica Gleason

Great counselors, horrible office staff.
Angelique is a great, the clinical experience here is wonderful.
Sadly the office manager is horrible. Beyond rude, doesn't have a kind bone in her body and it's horrible how she talks down to patients. They will charge your card without sending you a bill or getting your approval(percent of deductible, they already had their copay)which is definitely not ok. You'd think working in an office for counseling the office staff would care about people, but that is not the case here! If you can deal with a bad office staff for a good doctor this is a great place though.