ATI Physical Therapy Corporate Offices

Complaint: [redacted] I am rejecting this response because: If my only choices are to accept and close the complaint or reject to keep the complaint open I have to rejectWhile my mail has yet to arrive for today, I am still not in possession of the refund Sincerely, [redacted]

This response is in reference to case # [redacted] Thank you for bringing this matter to our attention Our intake process includes having patients acknowledge in writing their financial responsibility Our records indicate that Ms [redacted] did in fact acknowledge her financial responsibility at the initiation of treatment which indicated that BCBS of Washington covered her services at 80% and she would be responsible for 20% co-insurance All billing was performed timely and the patient’s remaining balance is due to her co-insurance responsibility As a courtesy to our patients, we verify insurance at the start of care; however, patients are ultimately responsible to be aware of their insurance coverage, limitations, and terms and conditions of their policy including deductible, copayment, and coinsurancesWe have offered Ms [redacted] a payment plan for her remaining balance and consider this matter resolved at this time We apologize for the inconvenience ATI Physical Therapy continues its commitment to honesty, integrity, and upholding the highest standards of professional conductIf you have any additional questions or concerns please contact our Chief Compliance Officer, [redacted] She can be reached at ( [redacted] or via email at [redacted] @atipt.com

ATI considers this matter resolved at this time Thank you

This response is in reference to case # [redacted] Thank you for bringing this matter to our attention Ms [redacted] received services at our facility in February A thorough review of the clinical documentation has been completed and it has been determined that treatment rendered was part of a supervised and skilled plan of care and appropriately billed according to payor contract requirements, standards of practice, and state practice guidelines We consider this matter closed at this time ATI Physical Therapy continues its commitment to honesty, integrity, and upholding the highest standards of professional conductIf you have any additional questions or concerns please contact our Chief Compliance Officer, [redacted] She can be reached at ( [redacted] or via email at [redacted]

This response is in reference to case # [redacted] Thank you for bringing this matter to our attention Mr [redacted] reports concerns related to treatment that occurred from June to July A thorough review of the clinical documentation has been completed and it has been determined that treatment rendered was part of a supervised and skilled plan of care and appropriately billed according to payor contract requirements, standards of practice, and state practice guidelines There is a balance on the account of $which is part of Mr [redacted] ’ annual deductible A detailed billing summary has been sent to Mr [redacted] per his request We changed our billing platform during the course of Mr [redacted] ’ treatment so two separate account ledgers were sent to him with a $total In addition, Mr [redacted] reports never receiving a copy of his exercises to be performed as part of an independent home exercise program and those exercises have been mailed to him as wellWe apologize for the inconvenience and consider this matter resolved ATI Physical Therapy continues its commitment to honesty, integrity, and upholding the highest standards of professional conductIf you have any additional questions or concerns please contact our Chief Compliance Officer, [redacted] She can be reached at [redacted] or via email at ***[redacted] @atipt.com

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Initial Business Response / [redacted] (1001, 14, 2015/05/19) */ Our records indicate that this patient's account was billed correctly in accordance with the information providedOur billing office attempted to discuss the billing with the patient as well as the clinic directorPatient refused to provide at fault carrier information as well as her attorney informationThe clinic director, couldn't get the patient to give us any other information as wellOur billing office left several messages for the patient in an attempt to clear the matter upThe patient never directed us to refund her med/pay insurance [redacted] The patient is upset that her ATI bills were processed against her med/pay and the balance exhausted her med/pay coverage through [redacted] Med/pay is managed on a first claim in basis and apparently ATI's claims were first to be submitted and as such were the first to be paid from available fundsHer complaint was that she wanted her hospital bills to be paid through the Med/pay available from [redacted] not her physical therapy treatmentAs the account stands now, she still has a balance as her private health insurance has maxed as wellWe maintain that the account was processed in accordance with standards of practice, information provided and was accurate and completeThank you

Complaint: [redacted] I am rejecting this response because: To avoid redundancy, please refer to the two complaints that were previously submitted. ATI clearly does not highly regard the well-being of it's patients as being important. This company only exist to make a profit off of a customer's misfortune. How can you ethically bill me for services that were not condusive to my wellness? Shouldn't your clients have a right to express dissatisfaction with particular services without having your "physical therapists" dismiss the entire program? However, I can see how removing the ineffective services wouldn't be profitable for your company. Afterall, your primary goal is to make money vs. to actually care for a person's wellness. Your lack of regard conveys your overall lack of concern. Sincerely, [redacted] ***

Initial Business Response /* (1000, 5, 2015/08/24) */
Contact Name and Title: ***
Contact Phone: XXX-XXX-XXXX,ext
Contact Email: ***@atipt.com
This response is in reference to case #XXXXXXXX** *** *** received physical therapy services at ATI Physical
Therapy Hickory Hills under accounts, XXXXXX and XXXXXX, from 12/17/to 4/25/** *** *** changed her benefits for Medicare to become primary in December which was not initially billed correctly** *** *** paid a total of $and the patient balance should have been $A refund to ** *** *** has been issued in the amount of $which she should receive in 2-weeksThe patient has been contacted by our Customer Service Department with a satisfactory outcomeWe apologize for the inconvenienceATI considers this matter resolved at this time
Thank you for bringing this matter to our attentionATI Physical Therapy continues its commitment to honesty, integrity, and upholding the highest standards of professional conductIf you have any additional questions or concerns please contact our Chief Compliance Officer, *** ***She can be reached at (XXX) XXX-XXXX ext*** or via email at ***@atipt.com

This response is in reference to case #*** Thank you for bringing this matter to our attention. A thorough review of the clinical documentation has been completed and it has been determined that treatment rendered was part of a supervised and skilled plan of care and appropriately
billed according to payor contract requirements, standards of practice, and state practice guidelines. However, in the interest of customer service and good will, we have agreed to offer Ms*** a one-time 90% discount off her current balance, extending a payment agreement from the start of care to non-covered visits when Ms*** exhausted the visit limitation on her insurance policy for the calendar yearOur Customer Service Department has contacted Ms*** to inform her of the updated balance, accepting the 10% co-insurance for all dates of service. We apologize for the inconvenience and consider this matter resolved. ATI Physical Therapy continues its commitment to honesty, integrity, and upholding the highest standards of professional conductIf you have any additional questions or concerns please contact our Chief Compliance Officer, *** ***. She can be reached at (*** *** or via email at ***

Initial Business Response /* (1000, 6, 2015/08/12) */
Contact Name and Title: ***
Contact Phone: XXX-XXX-XXXX ext
Contact Email: ***@atipt.com
This response is in reference to case #XXXXXXXX*** *** was scheduled for an appointment on June 19,
with ATI Physical Therapy at Bloomington EastOn July 17, 2015, pursuant to our company policy and upon confirmation of representation by complainant's attorney *** *** *** a lien was sent to secure payment for services to be renderedAfter the lien was sent out, *** *** cancelled her appointment and did not rescheduleWe recognize no services were provided and no monies were due; therefore, a release of the lien was sent on July 27, to complainant's attorney *** *** *** An additional letter has been sent to *** *** and *** *** *** with our apologies as requestedWe apologize for the inconvenienceATI considers this matter resolved at this time
Thank you for bringing this matter to our attentionATI Physical Therapy continues its commitment to honesty, integrity, and upholding the highest standards of professional conductIf you have any additional questions or concerns please contact our Chief Compliance Officer, *** ***She can be reached at (XXX) XXX-XXXX extor via email at ***@atipt.com

This response is in reference to case #*** Thank you for bringing this matter to our attention. The Customer Service Department has confirmed that the check sent to Mr*** has been cashed. We apologize for the inconvenience and consider this matter resolved ATI Physical Therapy continues its commitment to honesty, integrity, and upholding the highest standards of professional conductIf you have any additional questions or concerns please contact our Chief Compliance Officer, *** ***. She can be reached at *** *** or via email at ***

This response is in reference to case #*** Thank you for bringing this matter to our attention. We have conducted a thorough review of the clinical documentation and associated charges and have determined that the services provided and billed for were appropriate and in accordance
with applicable regulatory requirementsThe Illinois Physical Therapy Practice Act ILCS 90/(from Ch111, par4252) states that the practice of physical therapy by a physical therapy student or a physical therapist assistant student is to be performed under the on-site supervision of a licensed physical therapistThe physical therapist shall be readily available for direct supervision and instruction to insure the safety and welfare of the patient. ATI has a policy to ensure that all student therapists are supervised in accordance with the applicable state practice act and standards of care. Our records indicate and fully support that the supervising therapist on record was in fact on-site providing supervision to the student therapist at all times. The claims for services rendered were submitted to BCBS insurance and they have applied the appropriate preferred provider discount and processed claims toward the patient deductible and coinsuranceThe remaining balance is the responsibility of the patient in accordance with their policyHowever, in the interest of customer service and good will, we have agreed to extend a one time courtesy discount of 10% to Mr***In no way does ATI admit to any liability or causation as it relates to the alleged complaintThank you for bringing this matter to our attention. ATI Physical Therapy continues its commitment to honesty, integrity, and upholding the highest standards of professional conductIf you have any additional questions or concerns please contact our Chief Compliance Officer, *** ***. She can be reached at (*** *** *** *** ** *** *** ** ***

This response is in reference to case #*** Thank you for bringing this matter to our attention. Ms*** *** insurance benefits were verified at the initiation of treatment to include a $copay. ATI Physical Therapy completes insurance verification as a
courtesy for all patients as part of the patient intake process. Patients are informed of the benefits as verified by the Central Insurance Verification Department. In addition, patients are notified that ATI assumes no liability for any benefit information that is misquoted by their insurance carrier. Therefore, it is ultimately the responsibility of the patient to be aware of their insurance coverage, limitations, and terms and conditions of their policy. Upon submission of claims to Ms*** insurance provider, the claims processed with a $copay. ATI assumes no liability and in the interest of customer service and good will, Ms*** co-pay has been adjusted to $per visit. The Customer Service Department has contacted Ms*** and the patient reported a satisfactory outcome. We apologize for the inconvenience and consider this matter resolved ATI Physical Therapy continues its commitment to honesty, integrity, and upholding the highest standards of professional conductIf you have any additional questions or concerns please contact our Chief Compliance Officer, *** ***. She can be reached at *** *** *** *** or via email at ***

This response is in reference to case #*** Thank you for bringing this matter to our attention. Our intake process includes having patients acknowledge in writing their financial responsibility. Our records indicate that Mr*** did in fact acknowledge his financial
responsibility at the initiation of treatment. The verification of benefits process supported the notion that Mr*** had an outstanding deductible that he had to meet in accordance with his insurance policy. Given we were not able to determine at the time of intake exactly what services the plan of care would include and knowing he had not yet met his policy deductible, we agreed to collect a minimum of $per visit towards the cost of servicesAfter a thorough review of the form used, we acknowledge that the form could have been interpreted in the manner it was with respect to Mr***That being said, ATI continues to take the position that patients are ultimately responsible to be aware of their insurance coverage, limitations, and terms and conditions of their policy including deductible, copayment, and coinsurances However, in the interest of customer service and good will, we have agreed offer Mr*** a one-time 50% discount off his current balanceOur Customer Service Department has contacted Mr*** to inform him of the updated balance applying the 50% discount. We apologize for the inconvenience and consider this matter resolved ATI Physical Therapy continues its commitment to honesty, integrity, and upholding the highest standards of professional conductIf you have any additional questions or concerns please contact our Chief Compliance Officer, *** ***. She can be reached at (*** *** or via email at ***

Initial Business Response /* (1000, 6, 2015/10/29) */
Contact Name and Title: Lynn *** CCO
Contact Email: ***@atipt.com
Thank you for bringing this matter to our attentionOur records indicate that Ms*** has a zero balance on her account and that payments received were
inadvertently not posted correctlyThis matter has been resolved in our system and the patient account balance remains zeroWe apologize for the inconvenience that this system error may have causedWe have a well developed website at www.atipt.com that includes various mechanisms to contact the local clinics and corporate officeThe patient will receive a letter regarding the resolution of this matter

Initial Business Response /* (1000, 5, 2015/09/01) */
Contact Name and Title: Cindy[redacted]
Contact Phone:[redacted]
Contact Email: [redacted]
This response is in reference to case #[redacted] Thank you for bringing this matter to our attention. Mr. Robert [redacted]...

made an overpayment on his account which was timely recognized and processed in accordance with company policy. Mr. Robert [redacted] inquired about his refund and there was miscommunication regarding the date his refund was processed. Our records indicate that Mr. Robert [redacted] has appropriately received his refund. We apologize for the inconvenience and consider this matter resolved at this time.

Thank you for bringing this matter to our attention. ATI Physical Therapy continues its commitment to honesty, integrity, and upholding the highest standards of professional conduct. If you have any additional questions or concerns please contact our Chief Compliance Officer, Lynn [redacted]. She can be reached at [redacted] or via email at [redacted]

Complaint: [redacted]
I am rejecting this response because: If my only choices are to accept and close the complaint or reject to keep the complaint open I have to reject. While my mail has yet to arrive for today, I am still not in possession of the refund.
Sincerely,
[redacted]

This response is in reference to case #[redacted].  Thank you for bringing this matter to our attention.  As previously indicated, claims for services rendered were timely filed with the insurance carrier in accordance with our provider contract.  Once the claim is filed with the insurance carrier, like the patient, ATI as the provider is subject to the carrier’s claims processing procedures.  Ms. [redacted] remaining balance is due to her co-insurance responsibility directly related to the insurance plan she contracted for with the carrier.  Our Patient Advocate team will provide copies of the signed acknowledgement forms and billing ledger directly to Ms. [redacted] as requested. We have offered Ms. [redacted] a payment plan for her remaining balance and consider this matter resolved at this time.  We apologize for the inconvenience.                        ATI Physical Therapy continues its commitment to honesty, integrity, and upholding the highest standards of professional conduct. If you have any additional questions or concerns please contact our Chief Compliance Officer, [redacted].  She can be reached at ([redacted] or via email at [redacted]@atipt.com

ATI considers this matter resolved at this time.  Thank you.