Townsend's Racing Works

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Thank you for this response, and for sending the  letter confirming  that the $233.20 balance has been adjusted.  However, just yesterday, I recieved a new EOB from [redacted], stating that I owe $51.77 for  two charges for the visit on 3/18/17.   Is this a new charge pending?   I know  that this date has been a target of many changes in billing, coding, retractions  etc.  Please advise. Thank you.

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Dear Mr. [redacted],
Carilion Clinic has received your feedback submitted to the Revdex.com regarding the coding of your bill from June 6, 2015 for your annual physical.  You stated that you have tried on three different occasions to resolve a coding issue with the bill you...

received to no avail.  While I was saddened to hear we had failed to meet your expectations, I am always thankful for feedback from our patients, which we use in our continuous improvement efforts. 
Based on your feedback a thorough review of your concerns was conducted.  It shows that you did dispute your balance for the June 6, 2015 visit siting a coding error that left you owing a balance ($201.11) when your previous visit was covered at 100%.  Our billing department did receive your concerns and attempted to change the coding based on the documentation review, but the changes were not accepted after the fact and the bill remained. 
Clearly there were some communication misgivings concerning the nature of your visit to your physician and how it was coded.  I wish to apologize for the inconvenience this has caused.  We strive to exceed our patients expectations at all times and unfortunately we failed on this occasion.  The balance you owe ($201.11) has been retrieved from collections and has been adjusted to reflect a $0 balance.  Please know we appreciate you Mr. [redacted], and want to keep you as a member of our Carilion Clinic family.
Sincerely,
[redacted]
Patient Advocate, Carilion Clinic

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Ms. [redacted],       I am very sorry to hear that you had concerns about your bill.  Our billing department has reached out to [redacted] to have this bill reprocessed for additional payment.  If you would like to discuss this in more detail please...

reach out to our Patient Advocacy department at [redacted]. Thank you,Carilion Clinic Patient Advocacy

Thank you for contacting the Revdex.com about your recent Carilion Clinic bill. While we are always discouraged to hear that we have failed to meet patient or family expectations, we are appreciative of the fact that we have been given the opportunity to evaluate and understand the issues to see if...

there are improvements necessary for the future to avoid such concerns.
At the patient’s request, the account has been reviewed with the insurance several times to see why the claim in question hasn’t been paid. Our research has shown a Coordination of Benefits (COB) update was necessary on several occasions.  Our first contact on 9/2/15 indicates that insurance required a COB, and that the insurance company mailed one to the patient 6/24/15 and 7/9/15 with no response. After that conversation with the insurance company on 9/2/15, we mailed the patient a COB letter. We have had several other denials for the same reason on 9/29/15, 3/8/16 and 3/14/16. 
Based on a call to our Billing Customer Service office on 5/3/16, we checked with the insurance again. They do show record that the patient updated his COB 6/8/15 but were unable to tell us why that information was not updated in order to have them reprocess the claim prior to 4/7/16. The balance has been corrected by posting the contractual adjustment.
Our records indicate that the patient will receive a statement and a final notice prior to this account being transferred to collections and should contact our Billing Customer Service team at the information below to discuss payment options.
We regret that this has been a frustrating experience for the patient. If we can assist you further, please contact us at [redacted], toll free at [redacted] or by email @ [redacted]  We are available M- F 9a-6:00p.  
Sincerely,
[redacted]           
Manager, Billing Customer Service

Our billing department manager was able to reach Ms. [redacted] to discuss her concerns this morning.  The requested detailed bill has been sent to her today.  We appreciate Ms. [redacted] bringing her concerns to our attention as they will be used in our continuous improvement efforts.