I was calling to find information about approval or pre-approval for physical therapy. The woman I spoke with, "Tanisha," call reference #260903000322, is not a good fit for customer service. I was polite and just had questions. She asked multiple times if this was the first time calling, which it was, and said it was my provider's job to fax requests, not mine to call. She said they had all the information and insinuated we were both stupid. It was the rudest conversation ever.
According to the physical therapy staff, approvals are always behind because there is no urgency on TheraMatrix's side. All requests had been sent, even though Tanisha stated they had not received anything at all.
Do better, TheraMatrix. Speak to your employees about proper etiquette when talking with customers.
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