When an insurance issue arises, Grow Therapy’s Provider & Client Outreach (PCO) team emails clients and their providers to inform them of the problem. This email explains the current issue and how to resolve it. If you are unresponsive to multiple outreaches, your account will be paused. Pausing your account helps prevent further insurance claim denials and rejections. A paused account also suspends future scheduling until the matter is resolved.
What are the main reasons for a paused account status?
The most common reasons why your account may be flagged and paused:
Your name doesn’t match the insurance records.
Your Member ID does not match the insurance records.
Your date of birth does not match your insurance records.
Your primary insurance information is needed to coordinate benefits.
Your secondary insurance information is necessary to coordinate benefits.
Prior authorization is required from insurance.
What happens when my account is paused?
When your account is paused, the PCO team emails you and your provider to explain the situation and how to resolve it. A paused account means you and your provider cannot schedule future appointments. To unpause your account, reply to the email and address any insurance issues. Once unpaused, you and your providers will receive a confirmation email, and scheduling can continue.
Why can’t I continue to schedule appointments?
Placing a pause on scheduling capabilities prevents additional billing complications. You need to speak directly with the PCO team to resolve your insurance issues and prevent further claim complications, which can result in unforeseen financial burdens.
Can I automatically unpause my account?
No. Only the Provider & Client Outreach (PCO) team can unpause your account.
My account is paused, but I cannot find the email.
If your account is paused and you cannot locate Grow Therapy’s PCO outreach in your email:
Log into your Client Portal. If you haven’t activated your Client Portal, please see this guide.
Select the Help Widget at the bottom right.
Select the Send us a message button to start a conversation.
Please input “Unpause my account” into the message and send it. Then, you will receive specific instructions on how to contact the Provider & Client Outreach team.
