Getting In, Getting Answers: A Q&A with Karin McCaffrey of Vermont OPEN Imaging

Vermont OPEN Imaging, located in South Burlington, VT has been locally owned and operated for more than 15 years, providing high-quality imaging interpreted by subspecialty-trained radiologists. It specializes in Open and Closed MRI and CT imaging— offering affordable, transparent pricing, and evening and weekend hours. Karin McCaffrey is one of their patient care coordinators who checks patients in for CT and MRI scans, schedules appointments, answers the phone, and fields billing questions. We sat down with her on July 30 to talk about access, cost, and what types of questions people ask her.

What is the patient experience like when getting a scan at Vermont OPEN Imaging?

Many patients are nervous when they first call us because they don’t know what to expect. That’s why we spend time before their appointment explaining what the scan will be like, answering questions, and talking through anything that may help them feel more comfortable.

By the time they arrive, our goal is for them to feel prepared and reassured—and then our nurses and technologists continue that support throughout the scan.

It’s very rewarding when someone who initially told us, “I’m really nervous about this,” leaves smiling and saying, “That was great.” Anything we can reasonably do to ease someone’s mind and make the experience more comfortable, we do.

What equipment do you have, and what should people know about it?

We have two MRI machines; a 3-Tesla wide bore and a 1.2-Tesla open scanner. There’s just a lot of confusion about MRI scans, I think, and the quality of them. Luckily, they both are great options.  We use a variety of factors to determine which scanner would be best for each patient. We added a brand new 128 slice CT scanner that delivers great images, and our referring providers have been really happy with our quick turnaround time.

Why do people choose you, and how quickly can they get in?

The big reasons are claustrophobia, cost, and being able to get in quicker than other places. For example, right now we can see people within 24 to 48 hours for CT scans. When another facility cannot see a patient and it’s urgent, they send the CT or MRI referral to us and we do our best to fit them in. A woman came in the other day with a big box of cookies from Mirabelle’s, because we got her in within two days instead of having to wait until October. A lot of people can’t wait and need to be seen urgently—for example, they need a brain or abdomen scan so they can get a quick diagnosis and begin their treatment.

What do scans cost here, and how does somebody find that out before they come in?

We make it super easy. You can go to our website and see the cash price for everything, or you can call us and we will give you a quote based on your exact insurance benefits so for most people that is going to be less than our cash pay rates.  When we schedule an appointment, we always try to educate patients on what they may owe ahead of time, so patients don’t end up with a bill they are not expecting.

People worry about how they’ll pay for their care. What do you tell them?

We are very transparent and tell patients the cost up front. For patients with a high-deductible plan, they are usually relieved to learn how much less expensive our scans are. Even patients with a lower deductible may still owe a co-insurance, so they are also happy to save money. 

Even though our rates are lower than a lot of other places, we understand it is often an unexpected expense. If helpful, we are also happy to set up payment plans for anyone who needs one. This alleviates some of their stress, because they know they don’t have to pay the full amount at the time of service.

What is the biggest misconception you have heard?

What it means if care is “approved” versus “paid for.” People will come in and say, “I received an approval letter from my insurance company, so this is covered.” But approval does not mean the entire cost will be paid, it just means the cost is going towards your deductible. People also do not understand that with a $5,000 deductible, typically nothing gets paid until they meet their deductible.

What is the one thing you want people to know?

“We’re here to help the average Vermonter get the healthcare and imaging they need, without spending a ton of money. I don’t think I’ve worked anywhere else that was like this: It’s a friendly, warm, caring place.”