Alexander Family Dentistry Reviews (%countItem)
Alexander Family Dentistry Rating
Address: 4500 West Village Pl SE Unit 2015, Smyrna, Georgia, United States, 30080-9245
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Alexander Family Dentistry sent us a 90 days past due collections bill almost two years post service. I called in inquire as to why we were receiving as bill when we have not used them in almost two years.I was informed that they recently hired an outside company to go through see if any claims were not properly submitted to insurance. So almost two years later they get around to submitting the claim with insurance that we no longer have. We received NO communication from Alexander Family Dentistry that this process was taking place, that our insurance was being billed, or that they never properly followed through with the claim at the time of service. I was told that after the office spoke to a manager with the insurance company that the payment was sent directly to us. We never received any form of communication from Alexander Family Dentistry other than a 90 days past due bill that list no services even provided or date of service. We do not remember receiving a check or cashing a check because we were not expecting to receive one from an old insurance company for a bill from two years ago. When speaking to staff with Alexander Family Dentistry they acted like it is my responsibility to clear up the situation that they created by failing to conduct proper and timely business.
Billing Adjustment We should not be responsible for their failure to conduct proper and timely business practices.
The claim in question above was filed properly at the time of service. The claim processed the following month. However, because the above patient had a plan that was considered out of network, the insurance company sent her the check along with the explanation of benefits. Due to being out of network, we never received any notification of payment. Typically, our patients who receive payments from their insurance contact the office to inform us of such. We contacted the insurance company many times to follow up; the end of the month following the date services were completed as well as the end of the year before the calendar year was settled. The insurance company stated they would reprocess, per the notes in the patient's account, as though it had never processed. We refiled again in March of 2019 and called in November of 2019. At that time, the insurance representative indicated there was no claim on file so we mailed it in. In January of this year we were finally able to speak to a representative who knew what they were doing and he indicated the payment was sent to the patient. If no payment was ever made by insurance and the balance was this old, I explained to the patient that we would have happily wrote the balance off if insurance refused to pay. However, since we provided services that she was paid for, we need to collect that amount. I verified once more today through the automated system that in fact the patient was sent the payment. The patient is accurate regarding hiring a team to review all accounts. We sent out letters in advance informing all of our patients that with the change of practice owners, as well as a change in staff we would be auditing accounts to ensure accuracy. We did not want our patients to have bills for any services insurance was responsible for. Due to the timing of statements being sent, many adjustments were made as a courtesy; even if they were truly owed by our patients. In fact, I offered to only balance the patient for the amount received by her insurance and not the true balance owed. I suggested to the patient that she should contact her insurance company active at the time of service. If the check was never cashed, then they would reissue it immediately. Unfortunately, we do not have any rights to do this for our patients. I offered to provide her the phone number as well as her ID# at the time of her services to help with the process so she did not have to find all of that information on her own. I'm not certain what else we could have done. We verify insurance for thousands of patients before they come in to our practice. We hope to be able to inform our patients, in advance, what is owed at the time of service. Of course all of that is based on what the insurance company has told us. We also file all insurance claims as a courtesy to our patients so they do not have to pay for services up front and deal with insurance reimbursement. In addition, we follow up on all of the outstanding claims to ensure payment is made by insurance. We do not close claims and charge patients after multiple attempts to receive payment from insurance with no resolve. Many offices would do that. We value our patients and want to ensure that their experience here is a positive one. Our number one concern is their dental health, but we do our best to assist in the ease of their visit and financial responsibility. The office is happy to assist in any way we can regarding this matter. We are happy to offer a payment plan for the balance of $186 for the cleaning, exam and x-rays taken. This is not typically our policy, however we would like to offer this to Ms. if it is needed or helpful.
(The consumer indicated he/she DID NOT accept the response from the business.)
The business is again putting the responsibility on the customer. They are expecting me to follow up on their failure to do so in a timely manner. We did not receive a check, as we were not notified that we would be, and now we must now spend our time resolving an issue that they created.
As previously explained, we do not have a failure on our side. We did file timely which is why a check was issued to you from your insurance company. Your insurance company representatives repeatedly gave us false information when we followed up on the claim stating it was not filed, or it was still in process. We did our due diligence, we allowed you to be seen without paying in full for your portion and gave you the courtesy of filing your insurance for you and following up repeatedly. Your insurance company will not give us details beyond stating they issued a check to you, not to us. We have written off additional monies owed as it has been a long time in between date of service and the time a bill was sent. All we are asking for is what is fair and that is to pay to us what insurance paid you for the services you received.