Our Billing Dept notified us that the insurance company will be in contact with the patient with more specific detailsWe have attempted to work with the insurance company and finally was able to square things awayThe patient will receive 50% off her bill
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] On October 27, 2016, I had an appointment for (Saline) Sonohysterogram which was supposed to be performed by Dr [redacted] in Boston IVF at [redacted] {Definition of (Saline) Sonohysterogram is a simple outpatient ultrasound procedure designed to help the doctor look at the endometrial cavity (the inside part of the uterus) and the endometrium (the lining of the endometrial cavity)A thin flexible catheter is inserted through the opening of the cervix, so that the catheter lies within the endometrial cavity{Source: http:/ [redacted] } As soon as I arrived in Dr [redacted] ’s office, Boston-IVF wrongfully demanded of me to make a payment of $prior to the procedureI paid with my [redacted] Credit Card and the payment stripe showed “Boston IVF, [redacted] 02180”But, the payment stripe did not show any detail(s) about what this $was for (Exhibit 1)They did not provide to me any kind of statement or invoice or ICD-code for this wrongful payment of $collected by Boston-IVF from me (while all other healthcare institutions provide)Yes, I was a self-pay patient since they had rejected my insurance and also they had rejected to get this test in another health institution (BWH) other than Boston-IVFThe Boston IVF’s respond to the Revdex.com is incorrect and fraudlent, in their statement viz: “Office notes and images state that the endometrium and uterus were and a large ovarian cyst was seen on the right ovary.” This is an incorrect and statement since it does not fit with the reality of my gynecological organs’ pathology and morphologyEvidently in this Boston IVF’s note, there is no mention of my left ovary while every woman including myself has two ovariesIt does not fit with the reality with the pathology of my uterus and left ovaryThis kind of incorrect and wrongful notes even cannot be considered as a simple Transvaginal Ultrasound Test, which usually cost $50-and which are always done by a licensed sonographer and read by a Radiologist-Doctor with all the details, metric measurements of all the gynecological organs along with the organ morphology and pathologyDr [redacted] is neither a sonographer nor a Radiologist-Doctor Sonohysterogram test was never performedInstead, Dr [redacted] wanted that I first have myself cleared about gynecological malignancy and do this Sonohysterogram test laterHe referred me to Dr [redacted] at [redacted] Cancer InstituteEven after obtaining the necessary consultation and cancer free clarification from Dr [redacted] on November 16, 2016, the Sonohysterogram has never been done by Dr [redacted] and/or any other health care provider from Boston IVFWhen I asked for a refund for this non-performed Sonohysterogram test, they did create a and fraudulent document (Exhibit 2) and mailed it to me as if they had done a Sonohysterogram testThey have failed and refused to make the refund of $collected from me for Sonohysterogram Test which was never doneAs it is evident in this fraudulent document that there is no patient’s name as well as no healthcare provider’s name who typed this documentMoreover this fraudulent document said “normal” results which has no connection with my gynecological history and aspectsFurthermore, the pictures wrongfully showed my adnexal complex cysts as it was measured like uterus thicknessThus, they failed to provide and prove anything about endometrial cavity which was the main purpose of this said test since they had never performed Sonohysterogram test on meEight months later, they fraudulently created “Visit Receipt” dated June 01, showing that $charges for “Catheter for Hysterography[i]” on October 27, (Exhibit 3) {Please take a note that Hysterography is not the same thing as Sonohysterogram} {Definition of Hysterography or Hysterosalpingograph is a medical imaging test to visualize the uterus, cervix, and fallopian tubesA substance opaque to X-Rays is injected into the uterine wall and x-rays are done{Sources: [redacted] }The catheter injection is the necessary requirement for both Hysterography and Sonohysterogram but no catheter injection was carried out at all by Dr [redacted] and/or any healthcare provider from Boston IVFI am herewith to request, require and demand from the Boston IVF to immediatelly refund $which was incorrectly and fradulantly collected from me Regards, [redacted]
Below are notes that were also forwarded to the Board of Registration in Medicine.Please let us know if you have any questionsI am addressing the issues as outlined in Ms [redacted] ’s complaint: (1) The standard cost at our practice for an initial consultation without an examination is $ A credit card receipt was provided on the day of the consult (as attached) A billing receipt was provided on 6/1/per the patient’s request (attached)To my knowledge, there are no rules or regulations that require a physician’s office to produce a receipt with the ICDcode on itAll receipts were provide to the patient on the dates the payments were made (2) (a & b) Sonohysterogram was performed on 10/27/Attached notes and images state that the endometrium and uterus were and a large ovarian cyst was seen on the right ovaryPatient was asked to see GYN oncologist ( Dr ***) to evaluate this large mass and for clearance to proceed with IVF and ovarian stimulationAll these records were provided to the patient and are attached herein(c) The standard charge for this procedure is $and the patient was provided with a credit card receipt at the time of the appointment (attached)A billing receipt was generated on 6/1/at the patient’s request (attached) (3) The patient was charged $by my Practice Manager as a courtesy, as the standard fee for a follow up consultation is $Credit card receipt issued on day of consult and billing receipt generated on 6/1/at the patient’s request (receipts attached) The patient was in my office for over minutes while I explained the IVF treatment processAs you can see by my consult note (attached), the patient was made well aware of the very low chances of success (less than 1/300,000) and I tried to discourage herShe was told that the practice had never had a successful IVF pregnancy with a patient in her age groupShe wanted to proceed since she had never tried before(4) Total payment of $11,made with check and credit card Receipt (attached) provided that day stating that the payment was for services of IVF/PGS/CRYO all cycleThe services that were not performed were PGS and CRYO as the patient only had one egg which did not fertilizeA refund request of $was submitted to billing on 5/19/(attached)The refund was not processed because the patient initiated a credit card dispute for $(attached) (5) (a) All ultrasound reports are reviewed by me I have significant expertise in ultrasound and have been doing this since I have also been American Institute of Ultrasound in Medicine (AIUM) certified(b) On 4/12/17, nursing informed the patient that her cycle would be cancelled due to lack of response and cystic formation (note attached)The patient would not accept this decision and insisted on speaking with meI spoke to the patient explaining my decision and at the insistence of the patient, I agreed to monitor her for a few more days (c) Outside gel can interfere with egg or sperm survivalAll hygienic precautions are taken during this procedure (6) Instructions were given to the patient by the nurse to inject Ovidrel at 11PM on 4/17/(note attached)The patient was told to arrive at Boston IVF at 10AM, not 8AM (note attached) The egg retrieval was scheduled for 11AM on 4/19/The process was started at 11:25AM (checklist attached)The egg retrieval began at 12:PM and the patient was in recovery at 12:PM (notes attached)The optimum timing for egg retrieval is to hours post trigger (in this case, Ovidrel) and the patient’s procedure was well within those parameters (7) I informed the patient that we retrieved one egg and that the embryologist would place the sperm with the eggThat does not indicate that a fertilized embryo exists My nurse also spoke to the patient following the egg retrieval and informed her of the same (note attached)Nursing spoke to the patient on 4/20/and informed her that her egg did not fertilize (note attached)I am also attaching the gamete sheet from the embryology lab illustrating that one egg was retrieved and did not fertilize (8) Medical records typically take – weeks to be sent outThe request was records was made on 4/26/and records were mailed on 5/12/17, which is ½ weeks after receiving requestThe patient requested additional information which was emailed on 5/23/and mailed on 6/5/HIPAA states that we have days to send out records and we complied within that time frameHIPAA also states that we can charge a nominal fee for services to procure the recordsWe did not charge the patient for this undertaking (9) We have no control over the costs of medications and donor spermThe course of treatment was appropriate for the cycle that the patient was undergoing (10) Since the patient initiated a credit card dispute, we provided [redacted] with billing receipts for the services rendered We did not release any medical information on this patient
The patient’s complaint has been reviewed and we have determined that the patient still owes the balance for her services that were rendered on 6/5/ The patient’s authorization for service was denied by her insurance, as she did not meet the medical criteria for coverage due to a failed test result which was required for authorization to be approved The patient signed an “Understanding Your Insurance Benefits” waiver with Boston IVF on 10/22/2015, which indicates that the patient will be financially responsible for any amount not covered by her insurance companySince the patient’s insurance will not cover this service, she is financially liable
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Boston IVF's clinical operations are below standards, if Boston IVF subscribes to the one size fits all patient care and practice of dispensing of medication (e.g., unnecessary overbilled insurance, federal funds wasted and personal finances thrown away).As stated in my previous correspondence, I was never advised by my doctor, medical staff or administration that "patient is self-pay it is the patients responsibility to purchase part of the order and then re-order as the medication is needed - knowing that that it may take some added travel to get to the pharmacy on their part" The nurse only stated that a prescription was called into the pharmacy and I was advise to purchase the order I followed through on my role, per doctor's order, as instructed by purchasing I was never advised Boston IVF will OVER order for youAgain, if I were educated and brief by this fact, I would be embolden to proceed to what is best for me Instead, I put my faith, trust and hope that Boston IVF will look out for their patient's best needsYou acknowledge that Boston IVF generalizes its patients by stating, "In my experience patients do not want the stress of having to run around last minute to get the medications that they need." Again, this generalization of care and service is a poor standard, as it creates a donut hole of problems; a predicament I find myself inLastly, ***, we have spoken many times over the phone, yet how soon you forget my name and my issues Please note as a patient, I prefer to address you as my patient rights advocate and not refer to you by your fancy title "Director of Clinical Operations I do not know if it was your intention to create a power distance between us-- I as the patient, you as the director Your title means nothing to me, and any of your patients in the same predicament Regards, [redacted] **
We have been in contact with the patient numerous times regarding this matterWe understood the difficult situation she was inWe were not going to hold the patient responsible for ANY payment - as long as she came in and picked up her specimenThe patient never showed up and we then had to reinstated the charges.We are willing to work with the patient one last time; if she can contact us AND pick up her specimen within a week, we will again wipe out the chargesWe ask that the patient please call [redacted] at [redacted] as soon as possible
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] I reject Boston IVF's third response to my Revdex.com complaint against themI am in receipt of a copy of the Boston IVF document "Understanding Your Insurance Benefits" provided to me by Boston IVFThis is the first time I have received this documentWhen I arrived for my first appointment at Boston IVF in October 2015, the receptionist asked me to electronically sign three documents when I checked in for my appointmentShe told me the name of each document and asked me to sign my signature using a stylus on a 3xinch panel in a small black plastic box that was at the check in windowI could not see any of the text of the documents and I was not given a copy of themIn the first bullet point of the Boston IVF "Understanding your Insurance Benefits" document it states "Please contact your insurance company as it is your responsibility to obtain your infertility benefitsYour insurance company's customer service representatives, as well as your employer's benefits personnel will help you to understand your plan, what it covers and what it does not." I did call my health insurance provider and confirmed that my policy does include infertility benefitsHowever, Boston IVF told me every time I met with them, that it is their responsibility to obtain prior authorization approval from my health insurance provider for the specific treatment they recommended for me before the treatment could beginThey told me that this is their policy and is not something I can do myselfAdditionally, in the credit policy section of the Boston IVF "Understanding your Insurance Benefits" document, it states that “If insurance is denied, payment in full is required prior to commencement of any services." I was never asked to pay in advanceThe opposite happenedBoston IVF told me on two occasions - 4/7/and 5/5/- that I had prior authorization approval from my health insurance provider and was covered for my IVF treatmentMy husband and I relied on this information and made our decision to move forward with our IVF cycle based on thisWe would not have moved forward with our IVF cycle if we knew I was not covered by my health insurance.The issue here is that Boston IVF did not follow their own policy and procedure in our caseBoston IVF told my husband and I at every appointment we had with them that it is their responsibility to obtain prior authorization approval from my health insurance provider for my IVF treatment before my IVF treatment could beginThey told us this is not something I can do myself, it is a Boston IVF policy that they obtain the prior authorization approval of health insurance coverage on behalf of patientsThey told us that once Boston IVF receives notification from a health insurance provider that an IVF cycle is approved or denied, they inform the patient, and the patient then decides if they want to move forward with the treatmentIf prior authorization approval is received the cycle can begin immediately, and if it is denied the patient has to meet with a Boston IVF financial coordinator to sign a financial agreement and self-pay in full for the IVF cycle before the cycle beginsI never met with a Boston IVF financial coordinator, I was never asked to sign a financial agreement with Boston IVF, and I never signed a financial agreement with themBoston IVF claims that I am financially responsible because I electronically signed the "Understanding Your Insurance Benefits" document of which they did not give me a copy of at the time of signingThen they subsequently gave me information about the status of my health insurance coverage telling me I had prior authorization approval for my IVF cycle when they hadn't even submitted the request for itI trusted that Boston IVF would do what they said they would do and follow their own policy and procedure to submit the request for prior authorization approval from my health insurance provider before my IVF cycle could beginHowever, they did not do thisInstead, as stated in Boston IVF's Revdex.com response dated 07/09/17, a Boston IVF financial coordinator entered into the computer system that prior authorization approval from my health insurance provider was received on 3/30/The truth as documented in the same Boston IVF response is that the Boston IVF financial coordinator didn't submit the request for prior authorization approval of my IVF cycle to my health insurance provider until 6/20/which was after my IVF cycle had ended and weeks after I was told by a Boston IVF nurse on 4/7/ that prior authorization approval had been received from my health insurance provider and I had health insurance coverage for my IVF cycle I request again that Boston IVF correct my account to show a $balance, and immediately stop all collections activities against me Regards, [redacted]
When we first called to check the benefits we were not informed that the patient had to enroll in the RRS program When we called the second time to verify benefits again we were informed that the patient was responsible for registering with RRS to obtain infertility coverage This is not a Boston IVF regulated agreementIt is an agreement made between the patient, patients employer and their insurance company Boston IVF verifies the patients insurance coverage as a courtesy it is not a guarantee of payment It is the patients responsibility to know her infertility coverage before seeking infertility services
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below While,I understand Boston IVF's corporate response I do not accept that Boston IVF's best practice of prescribing generic day dose for ALL patients-- whether they need the medication or notEspecially obvious to me, when I as a patient came into the Boston IVF office for regular basis for blood testing, why can't they cater the medication to what I need base on my blood work? Additionally, at no point during the appointment, did the Doctor, medical staff or administration, state to me as a patient they were giving me a generic formula for day dose of medication They did not tell me that I will not need all my medication If they told me in advance, I would be a educated consumer and called in medication base on what was best for me Their best practice is unacceptable Moreover, their lack of thought to educating the patient/consumer is reprehensible Dr [redacted] compounds waste, fraud and excessive expenditure not needed by the patient As a patient, I am vulnerable physically and for Boston IVF to take advantage of me financially is inconsiderate and hurtful to me as a patient Regards, [redacted] **
The patient states that we must pay $to her or a sonohysterogram on 10/27/ Since this patient did not have insurance coverage, she was informed of the cost of the procedure and she chose to proceedOffice notes and images state that the endometrium and uterus were and a large ovarian cyst was seen on the right ovary The patient was instructed to see a GYN oncologist to evaluate this large mass and for clearance to proceed with treatment She was not told that the procedure would be repeatedAll records were provided to the patient upon her requestThe standard fee for this procedure is $and the patient was provided with a credit card receipt the day of the procedure There is no regulation stating that a physician’s office must provide a receipt with the ICDcodes on itA billing receipt was generated when the patient requested on 6/1/As the patient stated, she did request a refund which was not granted because the procedure was in fact performed
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below [ Still waiting for a phone call/messageI can be reached at [redacted] .] Regards, [redacted]
Our Billing Dept notified us that the insurance company will be in contact with the patient with more specific detailsWe have attempted to work with the insurance company and finally was able to square things awayThe patient will receive 50% off her bill
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] On October 27, 2016, I had an appointment for (Saline) Sonohysterogram which was supposed to be performed by Dr [redacted] in Boston IVF at [redacted] {Definition of (Saline) Sonohysterogram is a simple outpatient ultrasound procedure designed to help the doctor look at the endometrial cavity (the inside part of the uterus) and the endometrium (the lining of the endometrial cavity)A thin flexible catheter is inserted through the opening of the cervix, so that the catheter lies within the endometrial cavity{Source: http:/ [redacted] } As soon as I arrived in Dr [redacted] ’s office, Boston-IVF wrongfully demanded of me to make a payment of $prior to the procedureI paid with my [redacted] Credit Card and the payment stripe showed “Boston IVF, [redacted] 02180”But, the payment stripe did not show any detail(s) about what this $was for (Exhibit 1)They did not provide to me any kind of statement or invoice or ICD-code for this wrongful payment of $collected by Boston-IVF from me (while all other healthcare institutions provide)Yes, I was a self-pay patient since they had rejected my insurance and also they had rejected to get this test in another health institution (BWH) other than Boston-IVFThe Boston IVF’s respond to the Revdex.com is incorrect and fraudlent, in their statement viz: “Office notes and images state that the endometrium and uterus were and a large ovarian cyst was seen on the right ovary.” This is an incorrect and statement since it does not fit with the reality of my gynecological organs’ pathology and morphologyEvidently in this Boston IVF’s note, there is no mention of my left ovary while every woman including myself has two ovariesIt does not fit with the reality with the pathology of my uterus and left ovaryThis kind of incorrect and wrongful notes even cannot be considered as a simple Transvaginal Ultrasound Test, which usually cost $50-and which are always done by a licensed sonographer and read by a Radiologist-Doctor with all the details, metric measurements of all the gynecological organs along with the organ morphology and pathologyDr [redacted] is neither a sonographer nor a Radiologist-Doctor Sonohysterogram test was never performedInstead, Dr [redacted] wanted that I first have myself cleared about gynecological malignancy and do this Sonohysterogram test laterHe referred me to Dr [redacted] at [redacted] Cancer InstituteEven after obtaining the necessary consultation and cancer free clarification from Dr [redacted] on November 16, 2016, the Sonohysterogram has never been done by Dr [redacted] and/or any other health care provider from Boston IVFWhen I asked for a refund for this non-performed Sonohysterogram test, they did create a and fraudulent document (Exhibit 2) and mailed it to me as if they had done a Sonohysterogram testThey have failed and refused to make the refund of $collected from me for Sonohysterogram Test which was never doneAs it is evident in this fraudulent document that there is no patient’s name as well as no healthcare provider’s name who typed this documentMoreover this fraudulent document said “normal” results which has no connection with my gynecological history and aspectsFurthermore, the pictures wrongfully showed my adnexal complex cysts as it was measured like uterus thicknessThus, they failed to provide and prove anything about endometrial cavity which was the main purpose of this said test since they had never performed Sonohysterogram test on meEight months later, they fraudulently created “Visit Receipt” dated June 01, showing that $charges for “Catheter for Hysterography[i]” on October 27, (Exhibit 3) {Please take a note that Hysterography is not the same thing as Sonohysterogram} {Definition of Hysterography or Hysterosalpingograph is a medical imaging test to visualize the uterus, cervix, and fallopian tubesA substance opaque to X-Rays is injected into the uterine wall and x-rays are done{Sources: [redacted] }The catheter injection is the necessary requirement for both Hysterography and Sonohysterogram but no catheter injection was carried out at all by Dr [redacted] and/or any healthcare provider from Boston IVFI am herewith to request, require and demand from the Boston IVF to immediatelly refund $which was incorrectly and fradulantly collected from me Regards, [redacted]
Below are notes that were also forwarded to the Board of Registration in Medicine.Please let us know if you have any questionsI am addressing the issues as outlined in Ms [redacted] ’s complaint: (1) The standard cost at our practice for an initial consultation without an examination is $ A credit card receipt was provided on the day of the consult (as attached) A billing receipt was provided on 6/1/per the patient’s request (attached)To my knowledge, there are no rules or regulations that require a physician’s office to produce a receipt with the ICDcode on itAll receipts were provide to the patient on the dates the payments were made (2) (a & b) Sonohysterogram was performed on 10/27/Attached notes and images state that the endometrium and uterus were and a large ovarian cyst was seen on the right ovaryPatient was asked to see GYN oncologist ( Dr ***) to evaluate this large mass and for clearance to proceed with IVF and ovarian stimulationAll these records were provided to the patient and are attached herein(c) The standard charge for this procedure is $and the patient was provided with a credit card receipt at the time of the appointment (attached)A billing receipt was generated on 6/1/at the patient’s request (attached) (3) The patient was charged $by my Practice Manager as a courtesy, as the standard fee for a follow up consultation is $Credit card receipt issued on day of consult and billing receipt generated on 6/1/at the patient’s request (receipts attached) The patient was in my office for over minutes while I explained the IVF treatment processAs you can see by my consult note (attached), the patient was made well aware of the very low chances of success (less than 1/300,000) and I tried to discourage herShe was told that the practice had never had a successful IVF pregnancy with a patient in her age groupShe wanted to proceed since she had never tried before(4) Total payment of $11,made with check and credit card Receipt (attached) provided that day stating that the payment was for services of IVF/PGS/CRYO all cycleThe services that were not performed were PGS and CRYO as the patient only had one egg which did not fertilizeA refund request of $was submitted to billing on 5/19/(attached)The refund was not processed because the patient initiated a credit card dispute for $(attached) (5) (a) All ultrasound reports are reviewed by me I have significant expertise in ultrasound and have been doing this since I have also been American Institute of Ultrasound in Medicine (AIUM) certified(b) On 4/12/17, nursing informed the patient that her cycle would be cancelled due to lack of response and cystic formation (note attached)The patient would not accept this decision and insisted on speaking with meI spoke to the patient explaining my decision and at the insistence of the patient, I agreed to monitor her for a few more days (c) Outside gel can interfere with egg or sperm survivalAll hygienic precautions are taken during this procedure (6) Instructions were given to the patient by the nurse to inject Ovidrel at 11PM on 4/17/(note attached)The patient was told to arrive at Boston IVF at 10AM, not 8AM (note attached) The egg retrieval was scheduled for 11AM on 4/19/The process was started at 11:25AM (checklist attached)The egg retrieval began at 12:PM and the patient was in recovery at 12:PM (notes attached)The optimum timing for egg retrieval is to hours post trigger (in this case, Ovidrel) and the patient’s procedure was well within those parameters (7) I informed the patient that we retrieved one egg and that the embryologist would place the sperm with the eggThat does not indicate that a fertilized embryo exists My nurse also spoke to the patient following the egg retrieval and informed her of the same (note attached)Nursing spoke to the patient on 4/20/and informed her that her egg did not fertilize (note attached)I am also attaching the gamete sheet from the embryology lab illustrating that one egg was retrieved and did not fertilize (8) Medical records typically take – weeks to be sent outThe request was records was made on 4/26/and records were mailed on 5/12/17, which is ½ weeks after receiving requestThe patient requested additional information which was emailed on 5/23/and mailed on 6/5/HIPAA states that we have days to send out records and we complied within that time frameHIPAA also states that we can charge a nominal fee for services to procure the recordsWe did not charge the patient for this undertaking (9) We have no control over the costs of medications and donor spermThe course of treatment was appropriate for the cycle that the patient was undergoing (10) Since the patient initiated a credit card dispute, we provided [redacted] with billing receipts for the services rendered We did not release any medical information on this patient
The patient’s complaint has been reviewed and we have determined that the patient still owes the balance for her services that were rendered on 6/5/ The patient’s authorization for service was denied by her insurance, as she did not meet the medical criteria for coverage due to a failed test result which was required for authorization to be approved The patient signed an “Understanding Your Insurance Benefits” waiver with Boston IVF on 10/22/2015, which indicates that the patient will be financially responsible for any amount not covered by her insurance companySince the patient’s insurance will not cover this service, she is financially liable
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Boston IVF's clinical operations are below standards, if Boston IVF subscribes to the one size fits all patient care and practice of dispensing of medication (e.g., unnecessary overbilled insurance, federal funds wasted and personal finances thrown away).As stated in my previous correspondence, I was never advised by my doctor, medical staff or administration that "patient is self-pay it is the patients responsibility to purchase part of the order and then re-order as the medication is needed - knowing that that it may take some added travel to get to the pharmacy on their part" The nurse only stated that a prescription was called into the pharmacy and I was advise to purchase the order I followed through on my role, per doctor's order, as instructed by purchasing I was never advised Boston IVF will OVER order for youAgain, if I were educated and brief by this fact, I would be embolden to proceed to what is best for me Instead, I put my faith, trust and hope that Boston IVF will look out for their patient's best needsYou acknowledge that Boston IVF generalizes its patients by stating, "In my experience patients do not want the stress of having to run around last minute to get the medications that they need." Again, this generalization of care and service is a poor standard, as it creates a donut hole of problems; a predicament I find myself inLastly, ***, we have spoken many times over the phone, yet how soon you forget my name and my issues Please note as a patient, I prefer to address you as my patient rights advocate and not refer to you by your fancy title "Director of Clinical Operations I do not know if it was your intention to create a power distance between us-- I as the patient, you as the director Your title means nothing to me, and any of your patients in the same predicament Regards, [redacted] **
We have been in contact with the patient numerous times regarding this matterWe understood the difficult situation she was inWe were not going to hold the patient responsible for ANY payment - as long as she came in and picked up her specimenThe patient never showed up and we then had to reinstated the charges.We are willing to work with the patient one last time; if she can contact us AND pick up her specimen within a week, we will again wipe out the chargesWe ask that the patient please call [redacted] at [redacted] as soon as possible
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] I reject Boston IVF's third response to my Revdex.com complaint against themI am in receipt of a copy of the Boston IVF document "Understanding Your Insurance Benefits" provided to me by Boston IVFThis is the first time I have received this documentWhen I arrived for my first appointment at Boston IVF in October 2015, the receptionist asked me to electronically sign three documents when I checked in for my appointmentShe told me the name of each document and asked me to sign my signature using a stylus on a 3xinch panel in a small black plastic box that was at the check in windowI could not see any of the text of the documents and I was not given a copy of themIn the first bullet point of the Boston IVF "Understanding your Insurance Benefits" document it states "Please contact your insurance company as it is your responsibility to obtain your infertility benefitsYour insurance company's customer service representatives, as well as your employer's benefits personnel will help you to understand your plan, what it covers and what it does not." I did call my health insurance provider and confirmed that my policy does include infertility benefitsHowever, Boston IVF told me every time I met with them, that it is their responsibility to obtain prior authorization approval from my health insurance provider for the specific treatment they recommended for me before the treatment could beginThey told me that this is their policy and is not something I can do myselfAdditionally, in the credit policy section of the Boston IVF "Understanding your Insurance Benefits" document, it states that “If insurance is denied, payment in full is required prior to commencement of any services." I was never asked to pay in advanceThe opposite happenedBoston IVF told me on two occasions - 4/7/and 5/5/- that I had prior authorization approval from my health insurance provider and was covered for my IVF treatmentMy husband and I relied on this information and made our decision to move forward with our IVF cycle based on thisWe would not have moved forward with our IVF cycle if we knew I was not covered by my health insurance.The issue here is that Boston IVF did not follow their own policy and procedure in our caseBoston IVF told my husband and I at every appointment we had with them that it is their responsibility to obtain prior authorization approval from my health insurance provider for my IVF treatment before my IVF treatment could beginThey told us this is not something I can do myself, it is a Boston IVF policy that they obtain the prior authorization approval of health insurance coverage on behalf of patientsThey told us that once Boston IVF receives notification from a health insurance provider that an IVF cycle is approved or denied, they inform the patient, and the patient then decides if they want to move forward with the treatmentIf prior authorization approval is received the cycle can begin immediately, and if it is denied the patient has to meet with a Boston IVF financial coordinator to sign a financial agreement and self-pay in full for the IVF cycle before the cycle beginsI never met with a Boston IVF financial coordinator, I was never asked to sign a financial agreement with Boston IVF, and I never signed a financial agreement with themBoston IVF claims that I am financially responsible because I electronically signed the "Understanding Your Insurance Benefits" document of which they did not give me a copy of at the time of signingThen they subsequently gave me information about the status of my health insurance coverage telling me I had prior authorization approval for my IVF cycle when they hadn't even submitted the request for itI trusted that Boston IVF would do what they said they would do and follow their own policy and procedure to submit the request for prior authorization approval from my health insurance provider before my IVF cycle could beginHowever, they did not do thisInstead, as stated in Boston IVF's Revdex.com response dated 07/09/17, a Boston IVF financial coordinator entered into the computer system that prior authorization approval from my health insurance provider was received on 3/30/The truth as documented in the same Boston IVF response is that the Boston IVF financial coordinator didn't submit the request for prior authorization approval of my IVF cycle to my health insurance provider until 6/20/which was after my IVF cycle had ended and weeks after I was told by a Boston IVF nurse on 4/7/ that prior authorization approval had been received from my health insurance provider and I had health insurance coverage for my IVF cycle I request again that Boston IVF correct my account to show a $balance, and immediately stop all collections activities against me Regards, [redacted]
When we first called to check the benefits we were not informed that the patient had to enroll in the RRS program When we called the second time to verify benefits again we were informed that the patient was responsible for registering with RRS to obtain infertility coverage This is not a Boston IVF regulated agreementIt is an agreement made between the patient, patients employer and their insurance company Boston IVF verifies the patients insurance coverage as a courtesy it is not a guarantee of payment It is the patients responsibility to know her infertility coverage before seeking infertility services
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below While,I understand Boston IVF's corporate response I do not accept that Boston IVF's best practice of prescribing generic day dose for ALL patients-- whether they need the medication or notEspecially obvious to me, when I as a patient came into the Boston IVF office for regular basis for blood testing, why can't they cater the medication to what I need base on my blood work? Additionally, at no point during the appointment, did the Doctor, medical staff or administration, state to me as a patient they were giving me a generic formula for day dose of medication They did not tell me that I will not need all my medication If they told me in advance, I would be a educated consumer and called in medication base on what was best for me Their best practice is unacceptable Moreover, their lack of thought to educating the patient/consumer is reprehensible Dr [redacted] compounds waste, fraud and excessive expenditure not needed by the patient As a patient, I am vulnerable physically and for Boston IVF to take advantage of me financially is inconsiderate and hurtful to me as a patient Regards, [redacted] **
The patient states that we must pay $to her or a sonohysterogram on 10/27/ Since this patient did not have insurance coverage, she was informed of the cost of the procedure and she chose to proceedOffice notes and images state that the endometrium and uterus were and a large ovarian cyst was seen on the right ovary The patient was instructed to see a GYN oncologist to evaluate this large mass and for clearance to proceed with treatment She was not told that the procedure would be repeatedAll records were provided to the patient upon her requestThe standard fee for this procedure is $and the patient was provided with a credit card receipt the day of the procedure There is no regulation stating that a physician’s office must provide a receipt with the ICDcodes on itA billing receipt was generated when the patient requested on 6/1/As the patient stated, she did request a refund which was not granted because the procedure was in fact performed
As requested, attached you will find the consumer's signed "Understanding Your Insurance Benefits" waiver
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below [ Still waiting for a phone call/messageI can be reached at [redacted] .] Regards, [redacted]