Arizona Orthopedic and Surgical Specialists Hospital

The patient presented for a surgical consult. The estimate was provided and the patient was charged. There was an additional repair needed at the time of surgery. Therefore the patient was billed the difference. All of our documents clearly state disclaimers and notices to prevent these types of...

miscommunication.The patient states he did not receive good or timely customer service. He called on June 23rd and I returned his call on June 25th. We had a brief conversation. He informed me he had sent me a letter.The patient provided incorrect insurance cards to his visit. The claim denied for invalid Id#. Our billing dept contacted the insurance at which time they verified there was a policy in effect for the date of service but not under the ID provided. They were not allowed to give the info and we would need to contact the patient to obtain the ID#. At that time the patient said he was not going to provide it. He questioned the amount due and the billing rep tried to explain. He refused the info and said he wasn't paying the balance due.Our office strives to provide great customer service and patient care. We are very sorry for any dissatisfaction.Please contact me with any additional questions.Sincerely,[redacted]

I have reviewed the response made by the business in reference to complaint ID 10696545, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.After reading the response provided by [redacted] at Arizona Orthopedic Surgical Specialists to the Revdex.com I have the following comments.- The claim there was an additional repair needed at the time of surgery. I only have two logical explanations:1.  The office is so disorganized that no one knew about the additional repair to my knee evident by the fact that Dr. [redacted] or no one in the office mentioned any additional work to me after my surgery.2. Perhaps the new biller saw an additional billing opportunity. Something the previous biller did not exercise because she knew the previous agreement. Neither possibility reflects well on this office.- The statement make about the patient did not receive good customer service about returning the call I made on the June 23rd that was returned on the 25th. There's more to that statement that just the late returned call on the 25th.- The poor customer service in the fact that your office never mentioned an additional repair to my knee.- I receive a call from your new biller (approx. five months after my surgery) about my insurance claim being denied. I explained the agreement made with your office. She stated she would contact the main office and get back to me - never heard from hear again. Also, never a mention of an additional repair to my knee. I thought the matter was closed.- I receive a statement form Dr. [redacted]'s office with an additional bill of $221.70. I called Dr. [redacted]'s office on the 23rd and left a message for the biller and Angela Milne. I received a return call from [redacted] of the 25th after I had written a letter on the morning of 25th due to the fact no one had responded after approximately two days, more than ample time to respond. I just assumed my request would be ignored.- I focused on this one incident of poor custom er service- there we re others.- The claim the patient provided incorrect insurance cards to his visit.- I'm at a loss for words. Why is that important if I am paying for the full bill?Clearly this office is disorganized. If indeed there where additional services during my surgery why was this never mentioned until  AZ Orthopedic responded to the Revdex.com? There may have been additional repairs to my knee for that reason I sent a check to AZ Orthopedic SpecialistsThe sad truth - Dr. [redacted] did a great job on my knee and hi s support staff ruined this encounter. Regards,[redacted]

The patient presented for a surgical consult. The estimate was provided and the patient was charged. There was an additional repair needed at the time of surgery. Therefore the patient was billed the difference. All of our documents clearly state disclaimers and notices to prevent these types of...

miscommunication.The patient states he did not receive good or timely customer service. He called on June 23rd and I returned his call on June 25th. We had a brief conversation. He informed me he had sent me a letter.The patient provided incorrect insurance cards to his visit. The claim denied for invalid Id#. Our billing dept contacted the insurance at which time they verified there was a policy in effect for the date of service but not under the ID provided. They were not allowed to give the info and we would need to contact the patient to obtain the ID#. At that time the patient said he was not going to provide it. He questioned the amount due and the billing rep tried to explain. He refused the info and said he wasn't paying the balance due.Our office strives to provide great customer service and patient care. We are very sorry for any dissatisfaction.Please contact me with any additional questions.Sincerely,[redacted]