It was a request for help from a mother who had been trying to navigate two systems at once: her son’s medical care and a company that made money by placing itself between patients and services.

Lena contacted the clinic’s administrator through official channels.

The administrator confirmed that patients could attend appointments without using Northbank and that no private broker could decide their eligibility for medical treatment.

The clinic had already received several complaints about questionable ride charges and had referred the matter for review.

“Did Teresa know that?” Lena asked.

“She called us Tuesday morning,” the administrator answered.

“Our patient advocate planned to speak with her after the pharmacy issue was resolved.”