Integrated Medical Services

Good afternoon, Please find our response to the referenced ID number listed aboveThe patients refund was processed on 8/11/in the amount of $I called the patients home number and left a message to make sure they have received their refundWe did encounter some delay due to our physician who approves these refunds was on vacation, we apologize for any delayIf you require any further information please do not hesitate to let me knowThank you, [redacted] ***Director Billing and Credentialing ServicesIntegrated Medical Services [redacted] [redacted] office [redacted] cell###-###-#### fax

We are in receipt of your inquiry, dated April 11, 2014, regarding the above referenced matter As a health care organization , Integrated Medical Services has ethical and legal obligations to protect patient informationTherefore, it is our policy not to respond to inquiries such as this from third parties Thank you for your understanding Sincerely,

Good afternoon, Please find our response to the referenced ID number listed above. The patients refund was processed on 8/11/14 in the amount of $817.66. I called the patients home number and left a message to make sure they have received their refund. We did encounter some delay due to...

our physician who approves these refunds was on vacation, we apologize for any delay. If you require any further information please do not hesitate to let me know. Thank you, [redacted]Director Billing and Credentialing ServicesIntegrated Medical Services[redacted] office[redacted] cell###-###-#### fax

We are in receipt of your inquiry, dated April 11, 2014, regarding the above referenced matter.
As a health care organization , Integrated Medical Services has ethical and legal obligations to protect patient information. Therefore, it is our policy not to respond to inquiries such as...

this from third parties.
Thank you for your understanding.
Sincerely,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I still find this to be a complete disregard for the ethics of medical billing and timeliness of refunding a patient's money. No apology has ever been given to my family, only an excuse placing blame elsewhere in the organization. The excuse given was that the approving physician was on vacation – he was on vacation from April to August 2014? I find that incredibly hard to believe for a doctor running a medical practice. 
 
If I had the funds instead of IMS, I would have made about $80 in interest at the average rate of 9.83% (per the [redacted] index fund according to [redacted]) during the time they held my money, refusing to issue the refund. This of course doesn’t factor in the hours of time I spent on the phone and through email with IMS begging for my refund. Must be nice that instead they were able to profit from delaying payment of funds. They should be embarrassed and I hope no other patients ever have to deal with this issue (although I'm confident I'm not the first).
I would appreciate a written apology from the doctor acknowledging the error, that IMS billing was incompetent, and that an internal review of all patient accounts will be performed before the end of the year to determine what other patient refunds are owed. I want a copy of this report once it is completed, removing all sensitive patient information of course. As a CPA and internal auditor myself, I would be more than happy to provide my services for an hourly rate. I am sure our insurance provider (and many others) would also like to be confident that they are not paying for medical expenses for patients that are never being reimbursed. Otherwise I'm sure that each insurance company has their own audit request procedures, along with the government.
[redacted]

See below from the Practice Manager at Dr. [redacted]'s office :  Hi [redacted], I spoke with [redacted] and [redacted] on this patientand they state they only received one message from her yesterday about abilling question.  We have attempted to call her back twice since...

themessage was left, the last time we reached her husband and he stated she wasn’tavailable to try tomorrow. She has been seen 4 times on our office in thepast 12 months.  Her W/C info was provided after her first visit which iswhy she was charged the copay, BCBS was billed for that visit.  We havenot billed both insurances at anytime throughout her time with us as noted inthe EMR. Once the W/C info was added we did rebill theinitial visit to them which created a credit, a 15 day turnaround is requiredto refund the patient.  We are issuing a refund for this amount. The other visits were just rebilled yesterday soonce w/c pays, BCBS will recoup the money they paid to us. We are sorry she feels that this is how theprocess went.  We will reach again to her in the am to review the concern. Please let me know if you need anythingadditional. Thank You, [redacted]Practice AdministratorIMS Orthopedics & Pain Management[redacted]Phone: [redacted]Fax: [redacted]

Good afternoon,
 
Please reference the complaint ID number listed above. We have issued the patient a refund processed on August 20, 2014, in addition, I called her personally this afternoon at ###-###-####.
 
Should you have any further questions please do not...

hesitate to contact me.
 
Thank you,
 
[redacted]
Integrated Medical Services

See below from the Practice Manager at Dr. [redacted]'s office :  Hi [redacted], I spoke with [redacted] and [redacted] on this patientand they state they only received one message from her yesterday about abilling question.  We have attempted to call her back twice since...

themessage was left, the last time we reached her husband and he stated she wasn’tavailable to try tomorrow. She has been seen 4 times on our office in thepast 12 months.  Her W/C info was provided after her first visit which iswhy she was charged the copay, BCBS was billed for that visit.  We havenot billed both insurances at anytime throughout her time with us as noted inthe EMR. Once the W/C info was added we did rebill theinitial visit to them which created a credit, a 15 day turnaround is requiredto refund the patient.  We are issuing a refund for this amount. The other visits were just rebilled yesterday soonce w/c pays, BCBS will recoup the money they paid to us. We are sorry she feels that this is how theprocess went.  We will reach again to her in the am to review the concern. Please let me know if you need anythingadditional. Thank You, [redacted]Practice AdministratorIMS Orthopedics & Pain Management[redacted]Phone: [redacted]Fax: [redacted]

Stay away from this practice. They are not patient focused, have awful management and they do a very poor job of communicating and following up with patients. My issues happened multiple times and I ended up having to go to the emergency room to resolve my issues. There management is even worse.

I have reviewed the response made by the business in reference to complaint ID [redacted]. I still find this to be a complete disregard for the ethics of medical billing and timeliness of refunding a patient's money. No apology has ever been given to my family, only an excuse placing blame elsewhere in the organization. The excuse given was that the approving physician was on vacation – he was on vacation from April to August 2014? I find that incredibly hard to believe for a doctor running a medical practice. 

 

If I had the funds instead of IMS, I would have made about $80 in interest at the average rate of 9.83% (per the [redacted] index fund according to [redacted]) during the time they held my money, refusing to issue the refund. This of course doesn’t factor in the hours of time I spent on the phone and through email with IMS begging for my refund. Must be nice that instead they were able to profit from delaying payment of funds. They should be embarrassed and I hope no other patients ever have to deal with this issue (although I'm confident I'm not the first).

I would appreciate a written apology from the doctor acknowledging the error, that IMS billing was incompetent, and that an internal review of all patient accounts will be performed before the end of the year to determine what other patient refunds are owed. I want a copy of this report once it is completed, removing all sensitive patient information of course. As a CPA and internal auditor myself, I would be more than happy to provide my services for an hourly rate. I am sure our insurance provider (and many others) would also like to be confident that they are not paying for medical expenses for patients that are never being reimbursed. Otherwise I'm sure that each insurance company has their own audit request procedures, along with the government.

Good afternoon,

 

Please reference the complaint ID number listed above. We have issued the patient a refund processed on August 20, 2014, in addition, I called her personally this afternoon at ###-###-####.

 

Should you have any further questions please do not...

hesitate to contact me.

 

Thank you,

 

Integrated Medical Services

We are in receipt of your inquiry, dated April 11, 2014, regarding the above referenced matter.

As a health care organization , Integrated Medical Services has ethical and legal obligations to protect patient information. Therefore, it is our policy not to respond to inquiries such as...

this from third parties.

Thank you for your understanding.

Sincerely,

Good afternoon, Please find our response to the referenced ID number listed above. The patients refund was processed on 8/11/14 in the amount of $817.66. I called the patients home number and left a message to make sure they have received their refund. We did encounter some delay due to...

our physician who approves these refunds was on vacation, we apologize for any delay. If you require any further information please do not hesitate to let me know. Thank you, [redacted]Director Billing and Credentialing ServicesIntegrated Medical Services[redacted] office[redacted] cell###-###-#### fax