Neuro Experience

When Dr. Elisabeth Potter scrubbed out of surgery to take a call from UnitedHealthcare, she had no idea it would change her life. The patient in question was already under anesthesia, mid-mastectomy, and the insurer wanted her to justify an overnight hospital stay on the spot. They denied it anyway, and the patient was billed $100,000. Potter's video about that moment was watched by more than 26 million people, and it was followed by a cease-and-desist letter from a powerful Washington, D.C. law firm demanding she retract everything. In this episode, Louisa sits down with the Austin-based reconstructive microsurgeon to unpack what really happens between a diagnosis and the care patients actually receive. She explains why she believes denial is a strategy, how prior authorizations, peer-to-peer calls, and appeals work in practice, and why roughly 1 in 5 in-network recommendations on some Affordable Care Act plans are rejected. She shares why a procedure she has performed for 14 years is still labelled "experi