Advanced Dermatology Care

Initial Business Response / [redacted] (1000, 5, 2015/12/09) */ Thank you for bringing this issue to our attention The patients insurance on file at her 12/17/visit was listed as Health PartnersThe billing did initially go out to that insurance for payment on 12/19/since we had no electronic record of her updated insuranceHealth Partners then sent a denial back on 2/2/stating patient was no longer with HPHowever, patient is incorrect in stating that we continued to bill Health Partners for this visit, this was a one- time occurrenceOnce the correct insurance information was placed in patients file we immediately sent the patients claim to her current insurance for paymentOver the next several months, billing statements continued to generate and go out to the responsible party until claims could be paid by the payorOur billing department continued to follow up with her current insurance carrier with no response other than "waiting acknowledgement"An appeal was filed to the insurance carrier on 7/7/but was denied due to lack of timely filing While investigating this issue with our staff, it was discovered that though the insurance carrier played an intricate part in the delay of payment, our procedures were not followed causing unnecessary strain on the patient We regret that the patient didn't ask for managements help since we were not aware of the issue and could have made a timely decision in this matterWe have written off the total bill for the visit on 12/17/with our sincere apology for the inconvenience she has experienced by our staff ADC takes pride in ensuring our customer's satisfactionUnfortunately, we did not meet the patients or our own - expectations of communication in a timely mannerWe will continue to train our staff to follow all safeguards we have set in place Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the responseI would like add however, I'm not sure how they expected me to know to "ask for management"Every time I spoke with an employee, I was assured it would be taken care ofI do not plan to attend Advanced Dermatology Care in the futureI would not suggest anyone else see them either

Initial Business Response /* (1000, 5, 2015/12/09) */
Thank you for bringing this issue to our attention.
The patients insurance on file at her 12/17/14 visit was listed as Health Partners. The billing did initially go out to that insurance for payment on 12/19/14 since we had no electronic...

record of her updated insurance. Health Partners then sent a denial back on 2/2/15 stating patient was no longer with HP. However, patient is incorrect in stating that we continued to bill Health Partners for this visit, this was a one- time occurrence. Once the correct insurance information was placed in patients file we immediately sent the patients claim to her current insurance for payment. Over the next several months, billing statements continued to generate and go out to the responsible party until claims could be paid by the payor. Our billing department continued to follow up with her current insurance carrier with no response other than "waiting acknowledgement". An appeal was filed to the insurance carrier on 7/7/15 but was denied due to lack of timely filing.
While investigating this issue with our staff, it was discovered that though the insurance carrier played an intricate part in the delay of payment, our procedures were not followed causing unnecessary strain on the patient.
We regret that the patient didn't ask for managements help since we were not aware of the issue and could have made a timely decision in this matter. We have written off the total bill for the visit on 12/17/15 with our sincere apology for the inconvenience she has experienced by our staff.
ADC takes pride in ensuring our customer's satisfaction. Unfortunately, we did not meet the patients or our own - expectations of communication in a timely manner. We will continue to train our staff to follow all safeguards we have set in place.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response. I would like add however, I'm not sure how they expected me to know to "ask for management". Every time I spoke with an employee, I was assured it would be taken care of. I do not plan to attend Advanced Dermatology Care in the future. I would not suggest anyone else see them either.