Buckeye Physical Medicine and Rehab, LLC

I apologize for the misunderstanding that has taken place between [redacted] and the [redacted] location of Buckeye Physical Medicine and Rehab. To better explain this process, I must better explain the Neuropathy program itself:The Neuropathy program at Buckeye Physical Medicine and Rehab is created to...

give relief to patient who experience the symptoms of neuropathy and test positive for this very issue. We have advertised for this program through several different media outlets and patients do call in to see if they qualify. Below is the proceedings that took place with [redacted] and the general procedure that each office follows regularly.1. [redacted] arrived in the office on 9.29.14. He was asked to fill out an intake. This includes general patient information, health history, symptoms experienced, and office policies that apply to the patient. Patient complied and filled all sections in the intake except the x-ray portion, which is unnecessary for this program. See Exhibit 1. 2. Once completing the intake, the patient, [redacted], was greeted by our case manager in the office. Her duty is to review symptoms and ensure that this is the correct program to be seen. The symptoms were reviewed and they are symptoms of Neuropathy. The Case Manager states that it is up to the patient to proceed. If they choose to do so, they will be seeing the Nurse Practitioner who will better assess these symptoms and continue further with the program. If [redacted] is interested in the next step, the visit will bill to his health insurance like any other doctor's visit would. It is apparent that the patient agreed because on the same day, he was seen by the Nurse Practitioner. See Exhibit 2. Patient was assessed and then recommended to get additional diagnostic testing (a nerve conduction study), to ensure that the symptoms do align with the nerve issues and where the root of these problems lie. 3. As a courtesy to all patients, we offer a free verification of their insurance, so they are aware of what their coverage is while treating in our office. The office did so for the patient. See Exhibit 6. Although, the patient should be aware of coverage, it was again mentioned to him that he has a $2,500.00 deductible and his insurance covers at 60% (coinsurance). Therefore, his responsibility to us will be whatever portion [redacted] does not pay due to the deductible and coinsurance. 4. It is my understanding that the patient understood because he received the diagnostic testing and the results were reviewed with him. [redacted] was approved for this program and there were several areas that could have been treated. At this point, the patient was to decide if he wanted to continue with the program or not. [redacted] declined further treatment. 5. All visits and testing were billed to [redacted] as stated previously. See Exhibit 3 for the processed claims. Patient responsibility is mentioned on these EOB's as well. [redacted] covered $150.00, which was applied to the account.6. Statements were sent to the patient based on amount due to the company. 7. [redacted] called and spoke with Lindsay (see Exhibit 4), one of the billers in the billing department about his balance due on 4.22.15. She noticed that the balance could be reduced slightly due to the posting from the insurance company. She told the patient the new balance of $115.00. This is still patient responsibility and he does still owe. Patient did not make a payment at this time.8. An additional statement was sent. See Exhibit 5 for final balance in [redacted]'s ledger. As the above has mentioned, the patient received care as many other patients in our office do under this service. As a courtesy we review patient insurance coverage, although not mandatory. Patient should be aware of coverage whether or not reviewed by my clinic. [redacted] did receive treatment therefore by standards both set by his health insurance company and the respective boards in this case, he is responsible for his portion of this bill as [redacted] . [redacted], as of today, 5.12.15, has yet to make a payment on his account. We will continue to send statements and by our company policy, if not paid after the 3rd statement sent, he may be sent to collections due to this balance. Please do not hesitate to contact me with any further questions.Thank you, 
[redacted]Buckeye Physical Medicine and Rehab, LLC.###################

I apologize for the misunderstanding that has taken place between [redacted] and the [redacted] location of Buckeye Physical Medicine and Rehab. To better explain this process, I must better explain the Neuropathy program itself:
The Neuropathy program at Buckeye Physical Medicine and Rehab is...

created to give relief to patient who experience the symptoms of neuropathy and test positive for this very issue. We have advertised for this program through several different media outlets and patients do call in to see if they qualify. Below is the proceedings that took place with [redacted] and the general procedure that each office follows regularly.1. [redacted] arrived in the office on 9.29.14. He was asked to fill out an intake. This includes general patient information, health history, symptoms experienced, and office policies that apply to the patient. Patient complied and filled all sections in the intake except the x-ray portion, which is unnecessary for this program. See Exhibit 1. 2. Once completing the intake, the patient, [redacted], was greeted by our case manager in the office. Her duty is to review symptoms and ensure that this is the correct program to be seen. The symptoms were reviewed and they are symptoms of Neuropathy. The Case Manager states that it is up to the patient to proceed. If they choose to do so, they will be seeing the Nurse Practitioner who will better assess these symptoms and continue further with the program. If [redacted] is interested in the next step, the visit will bill to his health insurance like any other doctor's visit would. It is apparent that the patient agreed because on the same day, he was seen by the Nurse Practitioner. See Exhibit 2. Patient was assessed and then recommended to get additional diagnostic testing (a nerve conduction study), to ensure that the symptoms do align with the nerve issues and where the root of these problems lie. 
3. As a courtesy to all patients, we offer a free verification of their insurance, so they are aware of what their coverage is while treating in our office. The office did so for the patient. See Exhibit 6. Although, the patient should be aware of coverage, it was again mentioned to him that he has a $2,500.00 deductible and his insurance covers at 60% (coinsurance). Therefore, his responsibility to us will be whatever portion [redacted] does not pay due to the deductible and coinsurance. 
4. It is my understanding that the patient understood because he received the diagnostic testing and the results were reviewed with him. [redacted] was approved for this program and there were several areas that could have been treated. At this point, the patient was to decide if he wanted to continue with the program or not. [redacted] declined further treatment. 
5. All visits and testing were billed to [redacted] as stated previously. See Exhibit 3 for the processed claims. Patient responsibility is mentioned on these EOB's as well. [redacted] covered $150.00, which was applied to the account.
6. Statements were sent to the patient based on amount due to the company. 
7. [redacted] called and spoke with Lindsay (see Exhibit 4), one of the billers in the billing department about his balance due on 4.22.15. She noticed that the balance could be reduced slightly due to the posting from the insurance company. She told the patient the new balance of $115.00. This is still patient responsibility and he does still owe. Patient did not make a payment at this time.
8. An additional statement was sent. See Exhibit 5 for final balance in [redacted]'s ledger. As the above has mentioned, the patient received care as many other patients in our office do under this service. As a courtesy we review patient insurance coverage, although not mandatory. Patient should be aware of coverage whether or not reviewed by my clinic. [redacted] did receive treatment therefore by standards both set by his health insurance company and the respective boards in this case, he is responsible for his portion of this bill as [redacted] . [redacted], as of today, 5.12.15, has yet to make a payment on his account. We will continue to send statements and by our company policy, if not paid after the 3rd statement sent, he may be sent to collections due to this balance. Please do not hesitate to contact me with any further questions.Thank you, 
[redacted]Buckeye Physical Medicine and Rehab, LLC.
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[redacted] spoke directly with Dr Mike, the clinic director. An agreement was made on the final payment. Please let me know if you have any additional questions.Thank you,Tiffany S[redacted]Operations Manager

We apologize for any misunderstanding that has taken place in this situation. Mr [redacted] has been a patient with our Hormone Replacement Program since June of this year. He chose to do our injectable testosterone program. This program includes cycles of 10 weeks with all medications necessary...

based on bloodwork and exam by our physician. The patient pays 3 auto-debits of $175 (total of $525) for each 10 week cycle. The patient had received two 10 week cycles to this point.
When the patient, Mr [redacted], started the auto-debit program to pay for this testosterone therapy program, he signed a terms of agreement page. Please be Exhibit A. In this terms of agreement, the second point lists, "I understand that if I am to cancel this program, I am to pay the remainder in full or all the auto-debit to withdraw until all products/services are paid in full."
On September 21, 2016, Mr [redacted] called the office and stated that he wanted to cancel his program and the staff stated they are unable to cancel the auto-debit at that point due to his balance. All balance was incurred as of August 30, 2016, due to all of the medications being shipped to his home. Please see Exhibit B (patient's ledger) for balance line items and total.
The staff will no longer be ordering anymore medication for this patient, therefore no other charges will incur, but the patient is obligated to pay for the products and services that he already received to the point of the last shipment. Therefore, the auto-debit must continue withdrawing to pay the total of $644.69 unless Mr [redacted] would prefer to pay that balance in full.
Please let me know if there are any further questions.
Thank you,
Tiffany S[redacted]

Thank you for your response.I should have been more specific, these claims were sent today. They are sent paper therefore it takes approximately a week (or more) for the insurance to receive it and have information about it. Secondly, we are legally obligated to attempt to collect patient responsibility. Therefore, this is what our billing department is required to do. I am unable to fulfill your request for something in writing that states that we will only accept what you insurance pays because that is against policy to only accept the insurance payment and not attempt to collect patient responsibility. Please let me know if you need anything else!Thanks so much,Tiffany S[redacted]