Pros
As billing and claims support, they are adequate and reduce the admin side of my work. Onboarding and credentialing are fairly efficient.
Cons
I have been a provider with Sondermind for two years, technically. When I first joined the organization, I received 5 referrals in 2 months, 4 out of 5 of which had incomplete accounts and did not respond to any form of contact, so I left the platform for several months. When I rejoined late last year, it appeared their referral system had improved somewhat, though often I would receive a batch of referrals on Friday evenings, with the expectation being that all clients were contacted within 4 hours of receipt. Their credentialing process is efficient, onboarding is a bit underwhelming but serviceable, and pay is average. They used to provide a job ‘coach’- basically a direct contact within the company, though my experience with that was abysmal. I had contact with my coach for exactly, after which she stopped responding to any texts or emails I sent. Apparently, the company didn’t see enough benefit to that position, so they eliminated it. Unfortunately, this eliminated direct contact with the company itself. There is no provider support line and minimal provider support in general.
Now, they have all but eliminated customer support, as well. Clients and providers alike are expected to email with questions and concerns- to the same department no less!- and while the site states that your issue will be addressed within 72 hours, that has not been the case for months. As an example, I emailed with a request on 8/16 and as of 9/9 have received no response. Two calls later, I have still received no answers and no support, though I’ve been told the ticket has been ‘escalated.’
In June, I received an email from Sondermind excitedly stating “Say hello to more consistent pay!” which turned out to be a cover for “Hey, you live in a state (IA) with a lower cost of living than where most of your clients are located (CO), so we’re going to pay you less than we have been and keep the rest.”
They have been in a ‘benefits verification outage’ for several months now, leaving clients and providers unsure of client’s insurance coverage. I’ve had several clients experience billing issues which I cannot address as a provider and Sondermind has taken weeks (sometimes months) to resolve, leading to lost clientele. If that wasn’t enough, I also haven’t received any notifications through site since July, including about changes being made to the site. There is no way to provide feedback other than the black hole that is their support email and they certainly don’t request feedback from providers for improvement.
I believe that - like many telehealth organizations that have sprung up over the past few years- Sondermind was started with good intentions, but the mission was lost along the way. This company shows little respect for clients or providers, without which they wouldn’t have a business!