City Express

To whom it may concern,This letter is in response to a complaint from 9/14/with resolution and shipment of his order on 9/19/The root cause was communication to Mr [redacted] from 8/21/to 9/5/and a not getting authorization submitted in a timely manner causing the order to delayedThe order was originally placed by Mr [redacted] on 8/21/but could not be worked until 9/5/per the last order dateThe order does not go into a queue to be worked until the actual reorder dateWe did receive a prescription 8/25/but needed recent office visit notes to submit a prior authorizationHis [redacted] plan approves authorizations for a day date span, which requires us to obtain a prior authorization for every orderOffice visit notes must document a visit within months of us submitting authorization.9/5/Notes were requested.9/8/Called [redacted] office on and let Mr [redacted] know we were told notes would be sent soon.9/11/Notes were received and prior was submitted to insurance.9/14/Called insurance and told by rep they did not see our request so request was refaxed9/15/Advised Mr [redacted] we had to refax our request9/18/Authorization was approved transmitter and infusion sets were shipped overnight at no charge to the customer(delivered 9/19/17)9/19/Cartridges and sensors were on back order but shipped overnight at no charge to the customer (delivered 9/20/17)We have a new process to proactively request documents and authorizations when requested by the patient which should avoid delays in future ordersWe have made this a coaching opportunity for our representatives about owning each call and working with the patient to find a resolution, and if we promise a call back, we will follow through.We reached out to the customer on 10/5/letting him know we are addressing the compliant and to let us know if he has further concerns or questions and offered our apology for the inconvenience he experiencedWe hope that this resolution is satisfactory

Written response was generated on 2-2- [redacted] Please See Attached Documents [redacted] 2-2-2016DrMark H***Washington Chiropractic PLLC [redacted] Tukwila,WA 425-251-3101/206-295-3409Revdex.com PO Box DuPont,WA 206-431-2222RE: [redacted] ID: ? [redacted] AN: [redacted] To whom it may concern;This response is generated in dispute of complaint registered by patient [redacted] on or about January 2016.I have been in practice over years serving the South Seattle communityThis is the first complaint and my first and only experience with the Revdex.com to date.Mr [redacted] scheduled and received massage appointments in this office starting 3-14-and ending 5-4-This care was in response to a referral generated by DrKristine H***This care was billed to Medicare and subsequently his secondary insurance, AetnaThe total bill for these visits was $or $per visit To date Mr [redacted] has paid $of his outstanding bill and collection notices have been sent We have given him almost months to respond to this situationHe has received bills totaling $This amount represents massage visits as this is all Aetna will acknowledge to date pending notification from MedicareFurther bills totaling $are to followRegrettably, this gentlemen will more probably than not be placed in collection for $at months end without proper arrangements.All billing, coding and insurance procedures have been accomplished in accordance with Washington State Law following all relevant RCW codes and proceduresBilling for this practice was accomplished by my Billing Service in Kent; they can be contacted by dialing 206-***-***.In Mr [redacted] defense, medical billing and insurance interpretation has grown more and more complex in my time in chiropractic practiceBut he has been instructed by billing multiple times to contact both Aetna and Medicare as they will not process his dates of service without additional information from himBilling has tried to inform him of needed steps but he makes livid demands using foul language and is unreasonableMultiple attempts have been made by me and my busy billing service to explain this situationUnfortunately attempts end with this gentlemen screaming and not listening to anything as it is explained to himWe have made a more than reasonable effort to assist this patient with this matter.? Additionally, this gentlemen received dates of service for massage care 6-1-and 6-12-outside his meftcal referralThese visits were billed at a discount rate of $per massage totaling$in which only $was paidHe has a residual balance of $dollars for this careHehas ignored all bills and notification forms this office has requested.Enclosed is a copy of our office massage intake formIt states, "I also understand that I am responsible if third party payment is not made." A signed copy can be produced upon request.I hope this is helpful in resolving this matter for this gentlemen, my office, and my billing service.DrMark H***

To whom it may concern;
This response is generated in dispute of complaint registered by patient *** *** on or aboutJanuary
have been in practice over years serving the South Seattle communityThis is the first complaintand my first and only experience with the Revdex.com to date
Mr*** scheduled and received massage appointments in this office starting 3-14-and ending 5-4-This care was in response to a referral generated by DrKristine H*** This care was billed toMedicare and subsequently his secondary insurance, AetnaThe total bill for these visits was $810.00or $per visitTo date Mr*** has paid $of his outstanding bill and collection notices havebeen sentWe have given him almost months to respond to this situationHe has received billstotaling $This amount represents massage visits as this is all Aetna will acknowledge to datepending notification from MedicareFurther bills totaling $are to followRegrettably, thisgentlemen will more probably than not be placed in collection for $at months end withoutproper arrangements
All billing, coding and insurance procedures have been accomplished in accordance with WashingtonState Law following all relevant RCW codes and proceduresBilling for this practice was accomplishedby my Billing Service in Kent; they can be contacted by dialing 206-***-***
In Mr*** defense, medical billing and insurance interpretation has grown more and more complex inmy time in chiropractic practiceBut he has been instructed by billing multiple times to contact bothAetna and Medicare as they will not process his dates of service without additional information fromhimBilling has tried to inform him of needed steps but he makes livid demands using foul language andis unreasonableMultiple attempts have been made by me and my busy billing service to explain thissituationUnfortunately attempts end with this gentlemen screaming and not listening to anything as itis explained to himWe have made a more than reasonable effort to assist this patient with this matter
Additionally, this gentlemen received dates of service for massage care 6-1-and 6-12-2016outside his medical referralThese visits were billed at a discount rate of $per massage totaling$in which only $was paidHe has a residual balance of $dollars for this careHehas ignored all bills and notification forms this office has requested
Enclosed is a copy of our office massage intake formIt states, "I also understand that I am responsibleif third party payment is not made." A signed copy can be produced upon request
I hope this is helpful in resolving this matter for this gentlemen, my office, and my billing service
DrMark

Written response was generated on 2-2-
[redacted] Please See Attached Documents [redacted]
2-2-2016DrMark H[redacted]Washington Chiropractic PLLC [redacted] Tukwila,WA 425-251-3101/206-295-3409Revdex.com PO Box DuPont,WA 206-431-2222RE: [redacted] ID: ? [redacted]
AN: [redacted]To whom it may concern;This response is generated in dispute of complaint registered by patient [redacted] on or about January 2016.I have been in practice over years serving the South Seattle communityThis is the first complaint and my first and only experience with the Revdex.com to date.Mr[redacted] scheduled and received massage appointments in this office starting 3-14-and ending 5-4-This care was in response to a referral generated by DrKristine H[redacted]This care was billed to Medicare and subsequently his secondary insurance, AetnaThe total bill for these visits was $or $per visit To date Mr[redacted] has paid $of his outstanding bill and collection notices have been sent We have given him almost months to respond to this situationHe has received bills totaling $This amount represents massage visits as this is all Aetna will acknowledge to date pending notification from MedicareFurther bills totaling $are to followRegrettably, this gentlemen will more probably than not be placed in collection for $at months end without proper arrangements.All billing, coding and insurance procedures have been accomplished in accordance with Washington State Law following all relevant RCW codes and proceduresBilling for this practice was accomplished by my Billing Service in Kent; they can be contacted by dialing 206-[redacted].In Mr[redacted] defense, medical billing and insurance interpretation has grown more and more complex in my time in chiropractic practiceBut he has been instructed by billing multiple times to contact both Aetna and Medicare as they will not process his dates of service without additional information from himBilling has tried to inform him of needed steps but he makes livid demands using foul language and is unreasonableMultiple attempts have been made by me and my busy billing service to explain this situationUnfortunately attempts end with this gentlemen screaming and not listening to anything as it is explained to himWe have made a more than reasonable effort to assist this patient with this matter.? Additionally, this gentlemen received dates of service for massage care 6-1-and 6-12-outside his meftcal referralThese visits were billed at a discount rate of $per massage totaling$in which only $was paidHe has a residual balance of $dollars for this careHehas ignored all bills and notification forms this office has requested.Enclosed is a copy of our office massage intake formIt states, "I also understand that I am responsible if third party payment is not made." A signed copy can be produced upon request.I hope this is helpful in resolving this matter for this gentlemen, my office, and my billing service.DrMark H[redacted]

To whom it may concern,This letter is in response to a complaint from 9/14/17 with resolution and shipment of his order on 9/19/17. The root cause was communication to Mr. [redacted] from 8/21/17 to 9/5/17 and a not getting authorization submitted in a timely manner causing the order to delayed. The...

order was originally placed by Mr. [redacted] on 8/21/17 but could not be worked until 9/5/17 per the last order date. The order does not go into a queue to be worked until the actual reorder date. We did receive a prescription 8/25/17 but needed recent office visit notes to submit a prior authorization. His [redacted] plan approves authorizations for a 90 day date span, which requires us to obtain a prior authorization for every order. Office visit notes must document a visit within 6 months of us submitting authorization.9/5/17 Notes were requested.9/8/17 Called ** office on and let Mr. [redacted] know we were told notes would be sent soon.9/11/17 Notes were received and prior was submitted to insurance.9/14/17 Called insurance and told by rep they did not see our request so request was refaxed9/15/17 Advised Mr. [redacted] we had to refax our request9/18/17 Authorization was approved transmitter and infusion sets were shipped overnight at no charge to the customer(delivered 9/19/17)9/19/17 Cartridges and sensors were on back order but shipped overnight at no charge to the customer (delivered 9/20/17)We have a new process to proactively request documents and authorizations when requested by the patient which should avoid delays in future orders. We have made this a coaching opportunity for our representatives about owning each call and working with the patient to find a resolution, and if we promise a call back, we will follow through.We reached out to the customer on 10/5/17 letting him know we are addressing the compliant and to let us know if he has further concerns or questions and offered our apology for the inconvenience he experienced. We hope that this resolution is satisfactory.