Former Norman therapy center employees claim SoonerSelect changes caused firing
NORMAN, Okla. (KFOR) – Former employees of a Norman therapy center claim they were told last week their employment would be terminated due to Medicaid changes.
KFOR News 4 received complaints over the weekend from multiple former employees at KidsChoice Therapy and Play Center's Norman location, stating they had been terminated.
The KidsChoice website said that the center used Applied Behavior Analysis (ABA) therapy to help its clients. It also said the therapy is the most prescribed for children with autism, and that KidsChoice uses ABA to improve skill development, build fluency and communicative skills, and decrease problem behaviors for kids.
"I knew that the switch was happening, however, I just didn't know like it was going to cause this much damage," said Elizabeth Saner, a former behavioral analyst intern and supervisor, when asked about her concerns.
Saner and two other former co-workers who spoke with News 4 Monday allege they were pulled into a Thursday meeting alongside the rest of their co-workers to let them know of some concerns with the state's rollout of a privatized approach to Medicaid.
"I was told that our children that we see in our care had got switched over to their new plan, and that those plans were not linked to a bank account for insurance," said Saner.
Saner said that meant KidsChoice would not be able to bill those children, which they were told was perceived as an inability to keep all of their staff working the same amount of hours.
Kaiya Rollin, who spoke with News 4 as well, said she had been a Registered Behavior Technician (RBT) at the center for nearly a year and left the meeting feeling uneasy; but still optimistic.
"We specifically asked on Thursday at our staff meeting if anybody would need to be let go because of this," said Rollin. "We were told, no, everything should be fine, just reduced hours."
Rollin said that she, Saner and three other employees were all told the following day that wouldn't be the case and their employment would be terminated.
News 4 spoke with another former RBT, Rebecca Mack, who said the news she got was confusing.
"They told me that because of the restructuring for the company, that they had to move forward with my termination," said Mack.
Rollin shared a message with News 4 below she said she received in reference to her termination.
She said the message was originally delivered in an app she no longer has access to, but that she obtained a copy before she lost access.
Multiple former employees confirmed to News 4 they received the same message as well.
News 4 reached out to the Oklahoma Health Care Authority for comment on the matter, which directed our inquiry to Oklahoma Complete Health, one of the state's three contracted entities to privatize part of Medicaid. We received the following statement:
Oklahoma Complete Health has communicated to KidsChoice Therapy & Play Center that its patients are covered, and all prior authorization are honored throughout the 90-day continuity of care period. Systems in place for providers to submit claims and receive payment are working as planned and member care should not be interrupted. Oklahoma Complete Health continues to provide comprehensive provider education to facilitate the transition to SoonerSelect.
Oklahoma Complete Health
News 4 was contacted by KidsChoice owner Natalie Hisle last week, prior to confirmation she shared Monday that she did own the business.
In correspondence with a News 4 employee Thursday on social media, Hisle expressed frustration with the SoonerSelect rollout, stating that they couldn't get answers on when they would be paid for their new claims post-transition.
Hisle also noted that services had to be suspended for over 60 clients because they didn't know if the claims system worked.
She noted that her entire staff was disgusted by the issues.
After a News 4 employee stopped by the KidsChoice Norman location Monday to get clarification, Hisle reached out to that same employee again on social media telling them not to contact her office again; at any of its locations.
Hisle said Oklahoma Complete Health is doing all it can to help get issues KidsChoice was having on their end resolved.
A News 4 employee managed to get Hisle on the phone but she didn't agree to an interview.
When asked, over social media, if the former employees were terminated due to perceived issues with Medicaid; and if they would be offered their jobs back Hisle said that KidsChoice terminates "employees all the time for violating written policies."
Hisle said she could not elaborate further on what those violations were. Her responses directly contradicted what former employees told and showed News 4.
"It puts a lot of stress on us because we are real people," said Rollin. "I just, I hope that they can do things in a more professional manner. You know, being called over the phone after hours isn't exactly how you want to be terminated."
While an Oklahoma Health Care Authority spokesperson said it hasn't been in conversations surrounding this instance, they did provide the following tips to help providers avoid any concerns or confusion in the future:
Oklahoma Health Care Authority
- First and foremost, providers should not be denying services or cancelling appointments for SoonerSelect members.
- SoonerSelect covers the same services previously received under SoonerCare with additional benefits. There is no change in coverage for members.
- For questions, reach out to the contracted plan or OHCA.
- Additionally, trainings are available and the plans continue to hold daily office hours to answer questions promptly and in real-time.
- There is a 90-day continuity of care period where the plans must honor all existing authorizations, regardless of contract status with the plans, to allow providers time to transition to the new system and to ensure members receive needed care.
- OHCA will hold each plan accountable to ensure compliance with state, federal, and contractual obligations, prioritizing the well-being of our members and providers. This includes the timely payment of claims.
- Members should reach out to their plan or OHCA if a provider is telling them a previously covered service is no longer covered. SoonerSelect covers the same services previously received under SoonerCare with additional benefits. No one is losing coverage due to this transition.