Bellevue Healthcare

Complaint: [redacted] I am rejecting this response because: On February 24th, 2015, Mr [redacted] responded in email that Bellevue Healthcare would agree to submit claim for the Surge LT handrimsAttached is the Letter of Medical Necessity stating the hand rims medically necessary are "Surge LT" handrimsIn this email I specifically asked if Bellevue was refusing to submit claim so I could find another supplierAs stated by [redacted] , a letter of medical necessity was generated to fulfill all insurance claim needsJust as on other non-covered [redacted] items, on submitted claim to insurance, my secondary insurance paid all items in full as long as part of wheelchair was paid for by [redacted] These handrims would have also been paid for, in full, had claim been submitted correctly as all non covered items were paid for by [redacted] as long as included on a letter of medical necessity.Regarding [redacted] issue and loaner chair, only recently was Bellevue Healthcare once again questioning my loaned chairs from the [redacted] loan closetBellevue Healthcare is merely a contractor for the [redacted] and any and all communication regarding said chairs will and should be directed to the ***.No one has called me from Bellevue Healthcare at all and no communication regarding this complaint or needed parts have commenced since said complaint was submittedThis is typical and fitting with past business practices as many appointments had been made to meet supplier, Marty [redacted] , and either supplier was a no show or excessively lateCopy of email available attachedCopy of Letter of Medical Necessity also attached.Sincerely,***SUPPORTING DOCUMENTS REDACTED BY Revdex.com [redacted] [redacted] Marty [redacted] Feb to me I'm not refusing by any meansI wan't sure what route you wanted to take regarding the handrimsAll I know is that [redacted] doesn't cover them On Tue, Feb 24, at 9:AM, [email protected] wrote: It has to go through [redacted] firstIf you r refusing just tell me [redacted] Sent from my Verizon 4G LTE Smartphone ------ Original message------ From: Marty [redacted] Date: Tue, Feb 24, 09: To: [redacted] ; Subject:Re: letter Are you trying to see if [redacted] will pay for them? If so, maybe Numotion might send the claimTheir number is 253-830- On Fri, Feb 20, at 2:PM, [redacted] wrote: So, Charlene and I have written a letter of medical necessity for the Surge rimsWhat I need to know from you is, can we send that request through Bellevue Healthcare or do we need to find another supplier to try to submit the claim? If we send use y'all please let me know where to send signed letter [redacted] and Haley

To avoid miscommunication, we have attempted to contact Ms*** via email and have not yet received a reply.Handrims - We are not able to bill the handrims to ***It is against *** billing compliance to charge extra for custom handrimsThis is *** ruleWe aren’t at liberty to choose which rules to follow… we must be 100% compliantUnfortunately, *** beneficiaries are restricted in available custom optionsHaving a letter of medical necessity doesn’t override this ruleAnd, secondary insurance companies no longer pay for items denied by ***… they follow *** lead and will only pay the co-insuranceTherefore, in this scenario, we would receive no payment for the handrims Ms***s original emails requested that Surge Handrims be ordered which was done It was not until the rims were delivered that the request was changed to Surge LT hand rims Additional Rims can be purchased privately from another vendor but at this point because we provided the chair with rims we cannot provide another set of rims and bill them to *** *** does not allow for additional rims The Surge rims were already a free upgrade from what *** allows so we cannot provide an additional set of upgraded rims at this point All pre-order communication with Ms*** via email called for Surge handrims not Surge LT handrims This may have been miscommunication and assumed by Ms*** that she was clear in meaning LT but per the final email on April 6th Marty was clear that he was ordering the Surge Rims Final order was submitted on April 7th.Seat belt - The seat belt that was originally provided was too short, and we are more than happy to replace it at no-charge Ms *** can have the chair replaced at any time at our Tacoma location. We worked closely with Ms*** on this order for months, trying very hard to get her a very, very good wheelchair under her *** and insurance coverage, and have fulfilled that to the best of our ability

Dear Ms***, I apologize you feel you had a less than satisfactory encounter with Bellevue Healthcare Our company takes pride in its ability to fulfill requests and meet needs in a timely fashion In this instance it seems there may have been a breakdown in
communication causing confusion for both you and Bellevue Healthcare staff Regardless, I can assure you that we will take the appropriate steps to ensure confusion such as that outlined in your letter does not occur again Please note that Bellevue Healthcare’s standard policy for delivering medical equipment is between the hours of Monday through Saturday 9AM-5PM We offer a two hour window for delivery at which point we request that the appropriate steps be taken by clients to ensure we are able to set up the needed medical equipment Should you have further needs for equipment, please keep this in mind. I can assure you that the recurring date for the upgrade portion of your hospital bed recurs on the 12th of each month starting 5/12/ Thank you for choosing Bellevue Healthcare and we look forward to providing excellent customer service in the future If you would like to discuss any future services please do not hesitate to contact me personally Sincerely,Bryce S*** ***@bellevuehealthcare.com

1) Ms. [redacted] was initially seen at [redacted] hospital for a wheelchair evaluation, while concurrently pursuing a used but free wheelchair from the [redacted] didn’t have a suitable chair in their loan closet, so Bellevue Healthcare loaned Ms. [redacted] a...

wheelchair at no charge pending getting a new chair through her insurance. This process became bogged down, as Ms. [redacted] was understandably attempting to pay as little as possible out-of-pocket, while trying to get a very expensive titanium frame wheelchair through [redacted] or her insurance. I personally spoke with Ms. [redacted] on January 22, 2015, at which time I advised her that with her two insurance companies, she could get a very good aluminum frame wheelchair, custom built to her measurements and specifications for little or no out-of-pocket expense. She was pleased to learn this and opted for BHC to pursue authorization from her insurance company.2) Handrims: There was honest confusion over the handrims. Ms. [redacted] told our ATP, Marty [redacted], (certified wheelchair evaluator) that she wanted Surge handrims, when, in fact, she wanted Surge LT handrims. (Surge LT handrims are identical to the Surge handrims in design characteristics and features, but have a smaller profile.) This was an honest communication breakdown by both parties. Regarding BHC not submitting to insurance for these handrims, that is correct. [redacted] rules (which insurance companies follow) do not allow for payment of “deluxe” handrims. We are contractually bound by these rules and will not submit non-covered items to an insurance company “just to see if they’ll pay for them”.- Resolution: We have ordered a set of Surge LT handrims for Ms. [redacted]. She has the option of trading them for the Surge handrims that were delivered with the wheelchair, or paying for them privately. We will meet the best pricing we can find on the Internet.3) Seat belt: Apparently the seat belt was not adjusted properly when delivered, and for this we apologize.- Resolution: We have ordered another seat belt and will replace the existing one at no charge.Marty [redacted] was instructed to call Ms. [redacted] today and give her an update and to discuss the handrim options.Upon receipt of both the handrims and the seat belt, Marty will immediately contact Ms. [redacted] to schedule an appointment for her to bring the wheelchair to our store in Tacoma to install/swap parts.We sincerely hope this provides a positive resolution to this issue.-Wendell M[redacted]VP of RehabBellevue Healthcare

Complaint: [redacted]I am rejecting this response because: On February 24th, 2015, Mr. [redacted] responded in email that Bellevue Healthcare would agree to submit claim for the Surge LT handrims. Attached is the Letter of Medical Necessity stating the hand rims medically necessary are "Surge LT" handrims. In this email I specifically asked if Bellevue was refusing to submit claim so I could find another supplier. As stated by [redacted], a letter of medical necessity was generated to fulfill all insurance claim needs. Just as on other non-covered [redacted] items, on submitted claim to insurance, my secondary insurance paid all items in full as long as part of wheelchair was paid for by [redacted]. These handrims would have also been paid for, in full, had claim been submitted correctly as all non covered items were paid for by [redacted] as long as included on a letter of medical necessity.Regarding [redacted] issue and loaner chair, only recently was Bellevue Healthcare once again questioning my loaned chairs from the [redacted] loan closet. Bellevue Healthcare is merely a contractor for the [redacted] and any and all communication regarding said chairs will and should be directed to the [redacted].No one has called me from Bellevue Healthcare at all and no communication regarding this complaint or needed parts have commenced since said complaint was submitted. This is typical and fitting with past business practices as many appointments had been made to meet supplier, Marty [redacted], and either supplier was a no show or excessively late. Copy of email available attached. Copy of Letter of Medical Necessity also attached.Sincerely,[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]
 
 
 
 
 
[redacted]
Marty [redacted] <m[redacted]@bellevuehealthcare.com>
Feb 24
to me
I'm not refusing by any means. I wan't sure what route you wanted to take regarding the handrims. All I know is that [redacted] doesn't cover them.
On Tue, Feb 24, 2015 at 9:58 AM, [email protected] <[email protected]> wrote:
It has to go through [redacted] first. If you r refusing just tell me. 
 
[redacted]
Sent from my Verizon 4G LTE Smartphone
 
------ Original message------
From: Marty [redacted]
Date: Tue, Feb 24, 2015 09:56
To: [redacted];
Subject:Re: letter
Are you trying to see if [redacted] will pay for them? If so, maybe Numotion might send the claim. Their number is 253-830-2020.
On Fri, Feb 20, 2015 at 2:17 PM, [redacted] <[email protected]> wrote:
So, Charlene and I have written a letter of medical necessity for the Surge rims. What I need to know from you is, can we send that request through Bellevue Healthcare or do we need to find another supplier to try to submit the claim? If we send use y'all please let me know where to send signed letter.
        [redacted] and Haley