AFC Doctors Urgent Care

RE: Complain #*** - Customer: *** ***I am responding to the letter I received 8/16/regarding
the above mention customer's complaint.Ms*** was seen at our Urgent care 1/17/Upon check in
she provided the front desk staff the registration form she filled out which
noted her
medical insuranceShe did not have her insurance card with her but
the staff was able to verify her First Choice Insurance for the visitAt no
time did she mention a secondary insuranceI have a copy of her registration
form on file which shows she only submitted insurance company for billing.Ms***'s medical insurance covered some of the visit but
she has a co-insurance portion which was her responsibility in the amount of
$per her insurance companyTwo statements were sent to Ms*** dated
2/8/and 2/23/2017, unansweredOn 7/23/a standard letter for final
collections was sent to the patientWe have not received any response from Ms
*** or receive return mailOn 8/1/she did advise she moved since her
first visit but was getting all her mail but didn't receive our statementsWe
have documentation of when statements were sent to Ms, ***.On 8/1/Ms*** come into the
Urgent Care to be seen again and was advised she had an outstanding balance
that needed to be paidShe stated to the front desk she had secondary
insurance with United Healthcare and advised she mentioned this to the Front
Desk on her first visit but nowhere in the records is that shownShe was
getting upset with the front desk so they asked our Biller to come speak to the
patientShe asked our Biller to submit the balance to her secondary insurance,
our biller advised United Healthcare has a day timely filing period to
submit claimsShe again became irate with our biller, was yelling and over
talking herShe required a manager's number and was provided mineOur biller
asked her to pay the balance, we would submit the claim to her secondary
insurance and if United Healthcare paid, AFCURGENT CARE Urgent Care would refund her payment to herUnfortunately I was
not available to talk to Ms*** when she called, she walked out without
paying.I followed up with the staff to find out what this matter was
aboutBoth the Front Desk and Biller explained the scenario to me also
documented in our systemI asked my biller to submit the claim to United
Healthcare see if they would payWe are still waiting on a response from
United Healthcare.With all this being said we understand patients do not feel
well when they come to see us and can get pretty upset because they want/need
to be seenAFC urgent care does not have the capability of searching every
insurance payor or would know if a patient has other insuranceWe expect our
patient to provide the necessary documents upon check in.If we can help we will as in Ms
***'s caseAgain we have submitted the balance to UnitedHealthcare and waiting to see if
they will deny or payIf denied Ms*** will be responsible