A*Med Home Health and Community Hospice

To whom it may concern, I have received the complaint brought to you by Mr [redacted] *** Let me begin by saying when a patient chooses to receive Home Health services they have the right to choose which agency they want to provide them with services A*Med Home Health has a very high standard of care which we deliver to our patients every day Mr [redacted] has received the very best nursing care and it was his choice to become a patient of A [redacted] Med Home HealthI spoke with Mr [redacted] before he was discharged home His insurance deductable had not been met, so he was made fully aware of this agency expectations regarding cash payment for services I provided him with the projected cash payment expected in order to initiate services which was $ The projected cash payment was based on orders received for his physician and the frequency of visits necessary to carry out the physician orders He agreed and provided a money order at the initial visit to an A [redacted] Med staff member After services were rendered which utilized the initial payment he was asked for a second cash payment in the amount of $ He provided the agency with a second money order for the requested amount Normally, when a cash payment is made for services it is forwarded to the corporate office where the billing department takes over The payment is deposited and if an overpayment occurs a refund check is issued to the insured for the amount of the overpayment The billing process is handled by a separate department and private insurance companies are filed twice monthly in regular cycles During my conversations with Mr [redacted] he stated he had multiple medical professionals involved in his care and as such he expected that his insurance deductable would be met quickly As a courtesy, I agreed to hold his money orders at my office I did this in order to facilitate a quicker refund process if indeed his deductable was quickly met and his insurance paid out promptly Mr [redacted] was again made aware that a refund would not take place until A*Med Home Health received verification from his insurance that his insurance deductable had been 100% satisfied and all our bills had cleared with payment received Mr***’s care was completed and he was discharged from our services After that point his phone calls, regarding an overpayment, were forwarded to the billing department The billing department is located at the corporate office and they handle all insurance billing and payments Mr [redacted] complaint is not valid This agency has provided him with a high level of care he needed to recover from his illness, I have extended him the courtesy of trying to facilitate a speedy refund when it is deem appropriate by the billing department, and instead of being patient and allowing his insurance to finalize all billing processes he decides to file a complaint Once again there is no foundation for his complaint He was made fully aware of this agencies billing process before becoming a patient

Complaint:
I am rejecting this response because: Yes I was aware that she said she was keeping my payment in her officeBut I was under the impression that this was company policy and when she had verification from my insurance company on January 18th which I have the letter's from my insurance stating that they provided that information on that dateI was unaware that she was in violation of her company policy by not recording the payment and the corporate office knew nothing of my payments and all through this time she refused to return my phone callsUnder these circumstances I felt and still feel it was an attempt to facilitate a thief of my funds and funds that belonged to A med. *** ***

To whom it may concern, I have received the complaint brought to you by Mr. [redacted].  Let me begin by saying when a patient chooses to receive Home Health services they have the right to choose which agency they want to provide them with services.  A*Med Home Health has a very high...

standard of care which we deliver to our patients every day.  Mr. [redacted] has received the very best nursing care and it was his choice to become a patient of A* Med Home Health. I spoke with Mr. [redacted] before he was discharged home.  His 2016 insurance deductable had not been met, so he was made fully aware of this agency expectations regarding cash payment for services.  I provided him with the projected cash payment expected in order to initiate services which was $1000.  The projected cash payment was based on orders received for his physician and the frequency of visits necessary to carry out the physician orders.  He agreed and provided a money order at the initial visit to an A* Med staff member.  After services were rendered which utilized the initial payment he was asked for a second cash payment in the amount of $650.  He provided the agency with a second money order for the requested amount.  Normally, when a cash payment is made for services it is forwarded to the corporate office where the billing department takes over.  The payment is deposited and if an overpayment occurs a refund check is issued to the insured for the amount of the overpayment.  The billing process is handled by a separate department and private insurance companies are filed twice monthly in regular cycles.  During my conversations with Mr. [redacted] he stated he had multiple medical professionals involved in his care and as such he expected that his 2016 insurance deductable would be met quickly.  As a courtesy, I agreed to hold his money orders at my office.  I did this in order to facilitate a quicker refund process if indeed his deductable was quickly met and his insurance paid out promptly.  Mr. [redacted] was again made aware that a refund would not take place until A*Med Home Health received verification from his insurance that his 2016 insurance deductable had been 100% satisfied and all our bills had cleared with payment received.  Mr. [redacted]’s care was completed and he was discharged from our services.  After that point his phone calls, regarding an overpayment, were forwarded to the billing department.  The billing department is located at the corporate office and they handle all insurance billing and payments.   Mr. [redacted] complaint is not valid.  This agency has provided him with a high level of care he needed to recover from his illness, I have extended him the courtesy of trying to facilitate a speedy refund when it is deem appropriate by the billing department, and instead of being patient and allowing his insurance to finalize all billing processes he decides to file a complaint.   Once again there is no foundation for his complaint.  He was made fully aware of this agencies billing process before becoming a patient.