Chiro RX

Initial Business Response /* (1000, 5, 2015/06/19) */
We never want to have a patient in financial difficulties, we pride ourselves on making our care affordable with payment plans.
After investigating this issue, we found that there were 3 dates of service 1/24/2014, 2/03/2014, and 2/17/2014....

Unfortunately when we submitted this to insuranc, there was an issue with them recognizing the insured, so it was kicked back to us. We caught the issue in August during a routine insurance clean up. We were able to fix the issue at the time and have insurance reprocess in August.
[redacted] remembers speaking to [redacted] in March of 2014, and at that time she did not have a bill, the dates were within the normal time frame for payment from insurance (can take up to 8 weeks for first response especially when it's out of state carrier). Unfortunately, we can not take payment for a bill that doesn't exist yet, especially for flex accounts because we would not be able to prove her charges were for a date of service because there was nothing to apply to. We did not know she was moving. Per our financial policy that she signed we work with insurance to receive payment for up to six months after that it becomes the patients responsbility. In this case it was longer.
Since we were never informed of her address change, we sent statements to her previous address for 6 months, with no response and no return on the envelopes, when statements are returned we work to find the updated address.
We also sent two letters asking to call us with no response. We are sorry she never received them. However, we did follow our normal due process for our patients, we hate having to send them to collections. We submitted the account to collections in February 2015. We did not hear back from her regarding it until 6/16/2015. I was not in the office at the time. [redacted] called back on 6/17/15 with a message about what happened, and that she could call back and speak wit [redacted] Office Manager to get the situation resolved. She called back on 6/18/2015, and asked to speak with [redacted] again. [redacted] was not available at the time and [redacted] was gone for the day. [redacted] called back on 6/18 and left a message for her to call.
Upon receiving this complaint, [redacted] called [redacted] again with no answer. [redacted] returned her call and [redacted] informed [redacted] of what happened, apologized that there was an insurance issue and why we couldn't take payment at the time she requested. We are happy to pull her account from collections, if she will set up a payment plan to resolve the balance, we will work with her on what she can afford a month. [redacted] was amenable to that. She didn't have her CC with her at the time but said she will call on Monday and speak to Front desk and set it up. [redacted] will follow up on Tuesday to ensure everything was taken care of.