Heather L Reay
September 2024
Heather L
Reay
,
MSN, RN
Urology
Mayo Clinic Health System Southwest Wisconsin
La Crosse
,
WI
United States
My first experience was talking to Nurse Heather; she was kind, empathetic, professional, and personable.
I recently moved to the area and had to pick new specialists. This is usually not a daunting task; however, I suffer from a debilitating disorder, so selecting a new specialist was something I wasn't looking forward to. I was contemplating commuting several times a year for treatment to avoid starting over.
My first experience was talking to Nurse Heather; she was kind, empathetic, professional, and personable. She assured me my provider was phenomenal and performed the treatment I needed regularly. I trusted my intuition and scheduled my consultation. After three treatments, the fourth came to a screeching halt when my insurance denied it. I was devastated, as I didn't know how I was going to function without it. I was also confused as my insurance hadn't changed, and I have had this exact treatment for years.
I emailed Heather asking why my treatment was suddenly being denied. She had no explanation but asked me to contact my insurance provider to see if they could give me any insight. At the same time, she connected to all her prior authorization departments to gather further details. She called me the next day and said that my insurance denied the claim because the treatment drug had to be administered by their pharmacy and then delivered to the Mayo Clinic Health System.
This sounded bizarre, which she agreed, and I was insistent that I had to have the treatment. She was persistent and said she would not give up on this until it was approved, and Mayo would never accept a drug to be delivered by the patient from their designated pharmacy. She called me the following day and said there was a misunderstanding, and the treatment was approved. I was relieved, yet skeptical, because of this mishap in the first place. She assured me that my insurance had lifted the denial and rescheduled my treatment for that week.
Nurse Heather's persistence made this happen! Not everyone would have gone above and beyond to help their patients, as her primary function was in treating patients. Nurse Heather is a diamond in the rough, and Mayo is a better place because of her work ethic and empathy!
My first experience was talking to Nurse Heather; she was kind, empathetic, professional, and personable. She assured me my provider was phenomenal and performed the treatment I needed regularly. I trusted my intuition and scheduled my consultation. After three treatments, the fourth came to a screeching halt when my insurance denied it. I was devastated, as I didn't know how I was going to function without it. I was also confused as my insurance hadn't changed, and I have had this exact treatment for years.
I emailed Heather asking why my treatment was suddenly being denied. She had no explanation but asked me to contact my insurance provider to see if they could give me any insight. At the same time, she connected to all her prior authorization departments to gather further details. She called me the next day and said that my insurance denied the claim because the treatment drug had to be administered by their pharmacy and then delivered to the Mayo Clinic Health System.
This sounded bizarre, which she agreed, and I was insistent that I had to have the treatment. She was persistent and said she would not give up on this until it was approved, and Mayo would never accept a drug to be delivered by the patient from their designated pharmacy. She called me the following day and said there was a misunderstanding, and the treatment was approved. I was relieved, yet skeptical, because of this mishap in the first place. She assured me that my insurance had lifted the denial and rescheduled my treatment for that week.
Nurse Heather's persistence made this happen! Not everyone would have gone above and beyond to help their patients, as her primary function was in treating patients. Nurse Heather is a diamond in the rough, and Mayo is a better place because of her work ethic and empathy!