October 23, 2017 *** *** Dispute Resolution Specialist Revdex.com RE: Customer Complaint - ID *** Dear Ms***, Charak Center for Health and Wellness is a Community Mental Health Center that provides a comprehensive spectrum of mental health services to
its clientsMs*** complaint raises an issue important to Charak and I thank her for bringing it to our attention. Charak empathizes with Ms*** frustrationWhile our health care system has an unfortunate amount of red tape and stress that is impossible to avoid, Charak works hard not to add to that stressCustomer service and clarity with billing are important to Charak’s missionUnfortunately, in the case of Ms***, we dropped the ballI apologize for the poor service she received. The problem Ms*** experienced stemmed from a mistake made in our creation of her accountIn short, an information field that should have competed was not completed, and this fact resulted in her account showing a balance owed by her as opposed to her insurance carrierThis issue was compounded in Ms*** case by a front office staff member who did not properly handle the situationOur staff is trained how best to handle such situations and, for whatever reason, the applicable training was not applied that dayIn addition to fact that Ms*** account should not have showed a balance owed by her, Charak does refund co-pays when client’s are not seenOnce again, I apologize for my staff’s mishandling of this situation, and please know we are taking steps to ensure such issues do not occur in the future. We have contacted Ms*** directly to rectify this issueIn addition to explaining what occurred, we attempted to provide Ms*** with options for moving forward with her daughter's care, which is the most important aspect of this situationIn addition, Charak would like to refund the co-pay in question and will do so promptly if the Revdex.com or Ms*** can please confirm the address to which the refund should be sentCharak is focused on comprehensive, patient-centered treatment, and we hope this issue has not inhibited treatment and progress in this instanceIf I or anyone at Charak can be of further assistance moving forward, please let us know. Sincerely, Dr Rakesh R*** M.D.Charak Center for Health and WellnessCEO
The following response was copied/pasted from an email attachment by Revdex.com staff-**August 30,2017 [redacted] Dispute Resolution Specialist Revdex.com RE: Customer Complaint - ID [redacted] Dear Ms. [redacted], Charak Center for Health and Wellness is a Community Mental...
Health Center that provides a comprehensive spectrum of mental health services to its clients. [redacted] complaint raises two areas of frustration: 1) Charak's professionalism; and 2) Charak's billing process. I will address these issues in that order. I founded Charak with the mission of helping to bring peace to the mental health issues with which our clients struggle. I'm proud of the work we do, and confident our team overwhelmingly provides superior service in a professional manner. I also understand, unfortunately, that sometimes we don't live up to the standards we set for ourselves. Sometimes the complexities of today's healthcare world contribute to a client's unsatisfactory experience with us, and sometimes our team does not have a good day. Whatever the reason, please know that adding to the stress of your life is not our intention. I'm sorry if that was your experience. We work hard every day to minimize such experiences, and will continue to do so moving forward. Regarding the billing issue, Charak empathizes with [redacted] frustration and confusion regarding her bill. Healthcare billing is a technically complicated process that frustrates and confuses even those with an understanding of the system. Unlike most goods and services, the cost of healthcare can rarely be simplified to the point of client requests X, which costs Y. Providers and their clients alike would be better served if the process was that straight forward, but today's healthcare landscape has little to do with simplicity. Without delving into tedious detail, the bill in question was the subject of insurance company error and, as a result, is currently stuck in insurance company limbo. While the issue will eventually be deciphered and settled, its impossible to predict when that will occur. Given [redacted] ongoing patience with this situation, Charak will not seek further reimbursement on this existing issue regardless of the insurance company's actions. In short, [redacted] account has been settled. I appreciate her patience with this process. Thank you for allowing Charak to address the issues raised in this complaint. Contributing to a client's frustration is the opposite of Charak's objective, and we apologize if we have done so. Charak is focused on comprehensive, patient-centered treatment, and we hope this issue has not inhibited [redacted] treatment and progress. If I or anyone at Charak can be of further assistance moving forward, please let me know. Sincerely, Dr. Rakesh R[redacted]. M.D. Charak Center for Health and Wellness CEO
Yes this has been resolved
October 23, 2017 *** *** Dispute Resolution Specialist Revdex.com RE: Customer Complaint - ID *** Dear Ms***, Charak Center for Health and Wellness is a Community Mental Health Center that provides a comprehensive spectrum of mental health services to
its clientsMs*** complaint raises an issue important to Charak and I thank her for bringing it to our attention. Charak empathizes with Ms*** frustrationWhile our health care system has an unfortunate amount of red tape and stress that is impossible to avoid, Charak works hard not to add to that stressCustomer service and clarity with billing are important to Charak’s missionUnfortunately, in the case of Ms***, we dropped the ballI apologize for the poor service she received. The problem Ms*** experienced stemmed from a mistake made in our creation of her accountIn short, an information field that should have competed was not completed, and this fact resulted in her account showing a balance owed by her as opposed to her insurance carrierThis issue was compounded in Ms*** case by a front office staff member who did not properly handle the situationOur staff is trained how best to handle such situations and, for whatever reason, the applicable training was not applied that dayIn addition to fact that Ms*** account should not have showed a balance owed by her, Charak does refund co-pays when client’s are not seenOnce again, I apologize for my staff’s mishandling of this situation, and please know we are taking steps to ensure such issues do not occur in the future. We have contacted Ms*** directly to rectify this issueIn addition to explaining what occurred, we attempted to provide Ms*** with options for moving forward with her daughter's care, which is the most important aspect of this situationIn addition, Charak would like to refund the co-pay in question and will do so promptly if the Revdex.com or Ms*** can please confirm the address to which the refund should be sentCharak is focused on comprehensive, patient-centered treatment, and we hope this issue has not inhibited treatment and progress in this instanceIf I or anyone at Charak can be of further assistance moving forward, please let us know. Sincerely, Dr Rakesh R*** M.D.Charak Center for Health and WellnessCEO
The following response was copied/pasted from an email attachment by Revdex.com staff-**August 30,2017 [redacted] Dispute Resolution Specialist Revdex.com RE: Customer Complaint - ID [redacted] Dear Ms. [redacted], Charak Center for Health and Wellness is a Community Mental...
Health Center that provides a comprehensive spectrum of mental health services to its clients. [redacted] complaint raises two areas of frustration: 1) Charak's professionalism; and 2) Charak's billing process. I will address these issues in that order. I founded Charak with the mission of helping to bring peace to the mental health issues with which our clients struggle. I'm proud of the work we do, and confident our team overwhelmingly provides superior service in a professional manner. I also understand, unfortunately, that sometimes we don't live up to the standards we set for ourselves. Sometimes the complexities of today's healthcare world contribute to a client's unsatisfactory experience with us, and sometimes our team does not have a good day. Whatever the reason, please know that adding to the stress of your life is not our intention. I'm sorry if that was your experience. We work hard every day to minimize such experiences, and will continue to do so moving forward. Regarding the billing issue, Charak empathizes with [redacted] frustration and confusion regarding her bill. Healthcare billing is a technically complicated process that frustrates and confuses even those with an understanding of the system. Unlike most goods and services, the cost of healthcare can rarely be simplified to the point of client requests X, which costs Y. Providers and their clients alike would be better served if the process was that straight forward, but today's healthcare landscape has little to do with simplicity. Without delving into tedious detail, the bill in question was the subject of insurance company error and, as a result, is currently stuck in insurance company limbo. While the issue will eventually be deciphered and settled, its impossible to predict when that will occur. Given [redacted] ongoing patience with this situation, Charak will not seek further reimbursement on this existing issue regardless of the insurance company's actions. In short, [redacted] account has been settled. I appreciate her patience with this process. Thank you for allowing Charak to address the issues raised in this complaint. Contributing to a client's frustration is the opposite of Charak's objective, and we apologize if we have done so. Charak is focused on comprehensive, patient-centered treatment, and we hope this issue has not inhibited [redacted] treatment and progress. If I or anyone at Charak can be of further assistance moving forward, please let me know. Sincerely, Dr. Rakesh R[redacted]. M.D. Charak Center for Health and Wellness CEO