Clarkson Eyecare

To whom this concerns, On 11/10/Mrs [redacted] brought her daughter in to purchase a pair of glassesOn that date of service, she advised us she had a primary and secondary coverageClarkson agreed to file to both insurance plans and leave the patient with a balance due until the insurance paid their portionThe patient’s primary insurance paid their portion on 12/03/Clarkson Eyecare filed the patients secondary insurance on two separate occasions (12/06/and 9/13/2016) and was denied, leaving the patient responsible for the balance dueClarkson Eyecare also called the patients secondary insurance to research the reason for the denialThe patients insurance stated that they will not allow the provider to file to their secondary insuranceThe insurance did state they will reimburse the patient if they file them claim on their own behalfClarkson Eyecare has made every effort to try to get this claim paidUnfortunately, the insurance has denied paymentThe patient is responsible for the balance due, but Clarkson is more than willing to help the patient file the claim by offering her itemized receipts and answering any questions about the processMrs [redacted] can reach out to our billing specialist [redacted] at [redacted] ***

We appreciate the time you've taken address this issue with usWe treat each and every complaint as an opportunity to improve our companyI have reached out to Ms [redacted] to see what we could have done to make his experience betterMs [redacted] was offered 50% off a new frame due to her frame being over a year and half oldMs [redacted] stated she will get back to us when is she availableWe are still very interested in hearing from her as this sounds like a great learning opportunity and we would like to be able to make this right for herWe do apologize for any inconvenience this may have caused Ms [redacted] and look forward to the opportunity to correct the situation

Initial Business Response / [redacted] (1000, 5, 2015/10/13) */ To whom this may concern, On 10/07/patient [redacted] came to our Pacific location to have an annual eye examOn his paperwork, [redacted] stated he was interested in being fit for contact lenses [redacted] also verbally told the doctor he was interested in giving contacts a tryThe doctor took measurements to fit [redacted] with contacts and the staff reviewed the proper care and pricing with him as shown on the attached paperworkOn 10/8/2015, [redacted] contacted the office and stated he no longer wanted to wear contacts [redacted] is still responsible for the service provided by the doctor in order to fit the trial contacts he was given on the date of the eye examWe have reached out to this patient to see if we can answer any questions he may have about the exam Sincerely, [redacted]

To whom this may concern, On 10/17/2016, [redacted] came into our practice to have an exam and purchase eyeglassesClarkson filed the patients insurance and received a denial claimUpon speaking with the patient, it became clear we did not file to the correct insuranceClarkson has since refiled to the correct insurance company on two different occasionsWe are still awaiting full payment from the correct insuranceHowever, we do recognize that this process has been long and inconvenient for our patientFor this reason, Clarkson Eyecare has forgiven the balance due and is going expedite the $refund she would have received when the insurance paysWe apologize for any inconvenience this may have caused [redacted] We have also reached out to the patient and asked her to please call us if there is anything else we can do [redacted]

Initial Business Response / [redacted] (1000, 6, 2016/01/05) */ To whom this may concern, We reached out to [redacted] on 12/31/to discuss the problems with her glasses [redacted] was on the way out the door and asked for us to call her backWe have been trying to get in contact with her and have been unsuccessfulClarkson Eyecare is very interested in resolving this issueOnce we are better able to diagnose the problem, we will make sure to rectify the situationOur priority will be to fit [redacted] in a pair of glasses that she is can see out of and is happy withWe do apologize for any inconvenience this may have caused [redacted] and look forward to the opportunity to correct the situation If the Revdex.com can help us contact this patient, we would be very grateful Thanks, [redacted]

To whom this may concern, Clarkson Eyecare has been in communication with [redacted] in response to his concernsA check has been mailed to him for the amount we will be paid from his insuranceWe have also compensated [redacted] for his inconvenience by refunding him an additional amountWe look forward to assisting [redacted] if he has any further concerns

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Sincerely, [redacted]

To whom this may concern,We reached out to [redacted] to discuss the miscommunication on her eyeglass needs which caused a delay on her orderOur priority is to fit [redacted] in a pair of glasses that she has optimal vision and comfortWe have contacted the lab to expedite her glassed to be ready for pick as soon as possibleWe have also provided her with a discount due to her inconvenienceWe would like to thank [redacted] for bringing this to our attention as it has provided us with a great training opportunityThank You

To whom this may concern, Clarkson Eyecare has looked into Mr***’s complaint regarding a balance due from the purchase of his daughter’s contactsThe retail price of the contacts are $414.08, the insurance covered $leaving the patients balance of $However, the employee did not
charge the patient the correct amount on the date of serviceTypically it is the responsibility of the patient to pay for the overage of materials when the insurance does not contribute the full amountSince Clarkson did not communicate effectively with the patient as to why they owed a balance, we will be writing off the remaining balance of $We have also removed this patient from collectionsWe apologize for any inconvenience this may have caused Mr***We also have left a message for the patient to contact us if he has any further questions or concerns***

To whom this may concern, Clarkson Eyecare recognizes that we have had an excessive delay on the patient’s glasses and we have broken more than one promiseAs a result of this, we have offered the patient a refund for the amount paid for her warrantied glassesWe have also reached out to the
patient to assure her we will be delivering her a product that is without errorWe apologize for the inconvenience we have caused Miss *** and look forward to working with her in the future ***

Initial Business Response /* (1000, 5, 2015/11/19) */
Clarkson Eyecare and our doctors take the health of the eye extremely seriousWe pride our self on doing thorough and complete comprehensive eye examsOur doctors our legally obligated to diagnose any medical conditions they find during an eye
examFinding a cataract is determined a medical condition as defined by the insurance industryWe understand a routine eye exam would be covered by ***'s vision insurance, but due to the diagnosis of a cataract, they typically will not cover the examClarkson is willing to submit a claim to VSP to see if they will cover the examThe coding will have to include the diagnosis of the cataract or it would be considered fraudWe apologize the communication was not made more clear in the beginning and will make sure this is well explained going forwardWe will continue to communicate with *** and the results of filing the claim through VSPWe have reached out to *** to let her know as well

To whom this may concern, Clarkson Eyecare has reached out to Mr*** about his concernsWe truly appreciate him bringing this to our attention for us to addressThe information given to Mr*** was inaccurate and we apologize for causing him any inconvenienceTo show Mr*** we do want the
very best for our patients, we have upgraded him to a premium product at no charge for his inconvenienceWe have also assured Mr*** we will work with him to ensure he is happy with the final product that he paid forIf he is unsatisfied in any way, we have agreed to let him return the product for a full refundClarkson Eyecare will follow up with Mr*** after he picks up his final product to ensure he is satisfiedAgain, we are very sorry for the miscommunication that occurred on our part Thanks

To whom this concerns,Mr*** and his family came to the Fairview Heights location on 4/9/There was some miscommunication regarding his daughters orders and was corrected a couple days laterMr***’s order was a little more complicatedThe frame he originally ordered was out of stockHe
picked out another frame, but that too was not availableUpon picking a third time, the lenses were not made correctly and started to chipThe process of getting new lenses was approaching three weeksAt this time Mr*** filed a complaintSince the complaint we have expedited his lenses and made sure he got them in a timely matterTo make up for our mistakes and lack of communication, we offered Mr*** a pair of prescription sunglassesMr*** was thankful and agreed to the new eyewearWe are sorry for any inconvenience this has caused Mr***Thank you Mr*** for bringing this to our attention so we could get this addressed. Laurie

Initial Business Response /* (1000, 5, 2016/01/28) */
To whom this may concern,
Clarkson Eyecare has reviewed this claim and discovered we did not effectively communicate the proper information regarding how the insurance will be filedWe have reached out to the patient and apologized for our
honest mistake and have forgiven the patents balanceThank you to Mrs*** for bringing this to our attention so we can train our employees on how to properly communicate insurance benefitsWe are truly sorry for any inconvenience we may have caused

TellTo whom this may concern,
The doctors of Clarkson Eyecare take the health of their patient’s eyes extremely seriousWe pride ourselves on doing thorough and comprehensive eye examsOur doctors are legally obligated to diagnose systemic medical conditions with ocular manifestations found
during examinationMr *** returned for a second visit to have more medical testing doneClarkson Eyecare filed both claims to his medical insurance to discover the patient has not met his deductibleWe have reached out to Mr *** to resolve his concern
us why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Initial Business Response /* (1000, 11, 2016/02/03) */
To whom this may concern,
Clarkson Eyecare has had a HIPAA security officer and our HR department look into this matterAfter this internal investigation, we as a company made the decision to terminate this patientPlease see attached
paperwork
Thanks,
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/11/25) */
To whom this may concern,
Mr*** came in for an eye exam on 3/20/During his annual evaluation the doctor discussed with Mr*** that she recommend him to come back for medical testing due to being a glaucoma suspectMr***
returned for his testing on 04/03/Clarkson Eyecare checked the benefits to discover the patient is responsible for a $copayAs a provider, we are not given information on whether or not deductibles exist or have been metWhen the claims were filed to the insurance company, they stated the balance is the patients because he had not met his deductibleAs a provider of the medical insurance company, we are required to charge the patient for unmet deductible amountsMr *** did sign paperwork (attached) on 03/20/that states patient is responsible to pay all copays, deductibles, co insurances as determined by the insurance company
Thanks

To whom this may concern, Miss*** had an eye exam with Dr Gore on 7/30/2016. During the health check of Miss ***’s exam, the doctor notated that she felt she needed further medical testing to ensure proper diagnosis and treatmentIt is a requirement for doctors to diagnose and treat
any concerns they may find during an eye examThe staff filed the medical test to the wrong insurance on that date of serviceWe discovered our mistake when the claim was denied, then filed to the proper insuranceThe insurance then claimed Miss *** owed a copay of $and had a balance of $After further research, the patient did not owe the $copay and is being refunded in full for that amountThe balance of $balance has since been removed as wellWe apologize to Miss *** for any confusion on her care with usWe are always concerned about the health of our patients as it is our top priority