Bio Reference Laboratories

I want to make this as anonymous as possible but our overnight supervisor Mrs. Stanley is sick sick because she coughs everyday she sneezes everywhere and she doesn’t wear a mask at all like everyone else. I feel like it should be mandatory that she gets a temper check and get tested for our own safety please. I work for bio reference in the Melbourne Florida location. Not even the Manager cares who is sick I been working here for 3 years now.

BioReference offers hundreds of groups of laboratory tests called profiles Some doctors or clients who use our services have negotiated a special price for specific groups of tests, called custom profiles The patient, [redacted] , went to our Patient Service Center for the testing done in February, and the employer's doctor or homecare representative, ordered a custom profile with a special price The doctor that the patient went to in July was a different doctor, and that doctor ordered a different profile which did not have a special price While the testing was similar, it was not identical However, since the patient was not aware that her primary care physician did not have a specially negotiated price for a specific profile, I am willing to offer that same price to the patient I have noted the account to accept $as payment in full I cannot send out a discounted invoice If the patient would like to verify that this payment is accepted as payment in full, or if she has any other questions, she may call me at ###-###-####, extension ***

I have researched the issues brought up by Ms***. Based on the notes on the account, the first inquiry from the patient occurred on September 16. We did not receive the payment from our collection agency until October 2. It did not appear as an overpayment
until we received the payment from the patient's insurance on October 24. It was set up for a refund at that time. Checks for that refund batch were printed on November and mailed on November 21. In the complaint, Ms*** states that the refund she is expecting is $109.00, but the agency states that the payment made was $105.00, which is the amount of the refund check. Since the initial payment was sent to the collection agency, we do not have a way of knowing which amount is correct. I apologize for the delays, misunderstandings and the lack of responsiveness. If Ms*** has any questions or concerns, she can contact me directly at ###-###-####, extension *** or via e-mail at ***

I apologize for the delay in replying to this complaint. I had to request detailed information and explanations from our West Coast laboratory location. There appears to be a misunderstanding about the $payment made by the patientThis $represented two $fees, for
special blood draws, kits and expedited shipping to two different laboratories that performed the additional testing, *** *** and Igenix. These service fees are not covered by insurance and are reflective of the costs of drawing, separating, packing and shipping two specimens from the BioReference Patient Service Center to these two labs. The actual testing itself, from all three labs including BioReference, was billed to the patient's insurance. These service charges are not billable to insurance, and are collected from the patient in advance. I obtained copies of the Explanation of Benefits for the lab testing performed at BioReference and the total patient responsibility is $63.82. There will also be two additional explanation of benefits that the patient will recieve (from *** *** and Igenix) after they adjudicate the claims and she may have patient responsibility for them, also. I hope that this explains the situation. The unpaid $balance for the actual laboratory testing is still due. You may give the patient my e-mail address if she has any further questions

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.Had BioReference been up front about the truly insane amount of time it takes to issue a refund, this would have been far less painfulI regret that in the year 2014, when full face transplants are possible, virtual reality headsets are appearing, and people can surf the net while hurtling through the air at 30k feet, BioReference (a laboratory service provider!) should be so antiquated.
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution is satisfactory to me
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.
Regards,
[redacted]

I apologize for the delay in this reply, as the manager of the department that handles online updates was not in the office.  I was able to locate the patient's account.  The account has been updated to reflect the [redacted] information that he supplied online.  The manager of the...

department confirmed that the online update was missed and the appropriate staff retraining actions are in place.  I have also confirmed that we are experiencing longer than normal response times in Billing Customer Service due to our migration to a new billing system. Please provide my e-mail address to the patient if he wishes to follow up for a claim status.  My e-mail address is [redacted].  Please tell him to reference his account number [redacted] and I will assist him personally.  I apologize for the inconvenience.

I was able to locate the accounts in question.  It appears that, after the patient sent in the payments from her insurance company, the contractual allowance balance was not adjusted.  This was our error.  I have had that accounts properly adjusted to zero.  There is no further...

patient responsibility.  I apologize for the inconvenience.  If the patient has any questions, she can reach me at [redacted].  Thank you.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.
Regards,
[redacted]

BioReference reached out to Ms. [redacted] and we believe that we have resolved the problem.  Please have Ms. [redacted] contact me at [redacted] if she has any further issues.

I apologize for the long turnaround time for this refund check.  After reviewing the patient's complaint, I had a special refund check cut in the amount that was due, and it was overnighted yesterday to the patient.

I have located the accounts for this patient.  All of the accounts were rebilled to [redacted] with the information that the patient provided.  The doctor's office laboratory orders indicate that the patient has [redacted] as his primary coverage, and the patient received the invoice when...

[redacted] denied the claim.  I will reach out to the sales representative who handles this account to see if they can have that corrected.  if the patient has any questions, they can contact me directly at [redacted]  Thank you.

I have queried our billing system and cannot locate any charges for [redacted], nor can I locate any zero balance accounts with a December 2016 date of service.  I would like for you to provide my e-mail address to the person who made this complaint so I can ask them for more information...

to locate their account and resolve the issue.  Please have the patient contact me at [redacted] and I will reply.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.If there are any balances left after insurance pays... My father's official address is [redacted] If there are any balances, the bills should be forwarded to that address. Having an incorrect address has caused a significant delay in having this bill processed. (This address can be verified by Medicare.)
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the...

business's response.  If you wish, you may update it before sending it.]
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.
It should also be noted I finally recieved my refund check. Thank you Revdex.com. I couldn't have done it without you!
Regards,
[redacted]

Tell us why here...As a laboratory, we are totally reliant on the ordering physician to supply us with the correct patient demographic and insurance information.  On the account in question, the only information given to us on the order was to bill the patient, which we did.  I listened to...

a recording of the telephone call from this patient.  The Billing Customer Service Representative was courteous.  The patient's spouse (who called), became unwilling to provide us with the necessary (required) information to bill his insurance.  The question that he was unwilling to answer was the request for his date of birth, which is necessary since he is the policy holder.  If we do not receive insurance information from the ordering physician, our only recourse is to bill the patient.  While the services were ordered by a physician, the services are performed for the patient, who is the responsible party.  Subsequent to his conversation, I was able to obtain the missing information from researching other accounts for the same patient.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.
Regards,
[redacted]

I was able to locate all of the accounts for Mr. [redacted].  All have been billed to Medicare, and all but two are already paid.  The other two are awaiting payment from Medicare.  There are no accounts, including the October 26, 2016 date of service, that are in a bill to patient...

status. The address that is used is the one in which the patient resided at the time of the blood draw.  After Medicare pays, there will be no secondary balance.  If there are any questions, please give the patient of his representative my e-mail address: [redacted].