Coast Physical Therapy

Dear Ms [redacted] , 5pt;">Fortunately, in my thirty three years of providing rehabilitative care with my practice in Monarch Bay Plaza, Dana Point, Ca., I have had no experiehce writing a response to a patient complaint, or any other complaintTherefore, please bear with me as I explain the unfortunate circumstance that led to Mr [redacted] 's communication with youFirst, a clarification of misinformation provided by Mr [redacted] in his complaintHe refers to " [redacted] who works at Coast Physical Therapy"I have never met Mr [redacted] own Coast Physical Therapy but do not practice on a scheduled basis after suffering heart attacks in and live in the state of Washington and have for the past two and a half yearsI do make periodic visits to my practice to provide advanced, orthopedic, manual therapy, educational sessions to my staffI am sure Mr [redacted] was informed of his insurance coverage by ***, my patient/office coordinatorAlso, and more seriously, PT Medical Management, referred to by Mr [redacted] as a "collection agency" is, in fact, my contracted "Billing Agency," not a collection agency, Big difference in professionalismWe have never retained a collection agencyPTMM bills all patient treatment to the responsible insurance provider, maintains bliling records and follows up on payments that are past dueThey are a very reputable company and quite upset by a complaint being initiated absent explanatory communicationWe initially communicate with the patients insurance plan for verification of insurance and authorization to treat the patient as the first step in the billing and payment processThe insurer normally also stipulates frequency and duration for treatmentWe request further authorization when necessaryCoast therapists treat the patients and submita Dally Patient Treatment Log with treatment codes to PTMM daily for billingIn the best of all worlds we receive payment in a reasonable period of time and no follow up is necessaryNinety nine percent of our billing and payment is electronicPayments go directly into our bank account, from the insurer, with an "EOB" (Explanation of BenefitsPatient name, date of service, payment allowed, co-pay, payment made by Insurer) for posting to the patient billing recordPMM maintains all patient billing recordsMr [redacted] 's insurer is located in HawaiiThe Insurer was billed by PTMM but the insurer sent all of the patients visit payments directly to Mr [redacted] during the course of treatmentThe insurer did not advise PTMM of the paymentsPTMM did not receive an EOB at any time, nor did Coast Physical TherapyMr [redacted] brought the checks in to the office and gave them to ***The checks were deposited to the Coast accountUnfortunately, [redacted] has been with us less than a year and was not familiar with a seldom used procedure for informing PTMM of the insurance payments for Mr [redacted] I accept responsibllity for not insuring [redacted] was aware of the process for any and all anomalies in patient payment requiring special notification to PTMM that payment had been madeThe end result was that Coast was paidPTMM was not advisedPTMM billed the patient for an outstanding balanceI am sure this would not have been amplified to a cause for formal complaint had we been aware of the Issue as it occurredMr [redacted] left a phone message at Coast Physical Therapy, Saturday, October demanding an answer to an invoice he had received from PTMM, by 9:AM Monday, OctoberOur office is not open on weekends and Monday, the 12th, was a holidayMr [redacted] 's complaint to the Revdex.com was transmitted, per your letter to me, 8:PM, October, Please contact me directly should you need further clarificationrely,

Dear Ms [redacted] ,Fortunately, in my thirty three years of providing rehabilitative care with my practice in Monarch Bay Plaza, Dana Point, Ca., I have had no experiehce writing a response to a patient complaint, or any other complaintTherefore, please bear with me as I explain the unfortunate circumstance that led to Mr [redacted] 's communication with you.First, a clarification of misinformation provided by Mr [redacted] in his complaintHe refers to " [redacted] who works at Coast Physical Therapy"I have never met Mr [redacted] own Coast Physical Therapy but do not practice on a scheduled basis after suffering heart attacks in and live in the state of Washington and have for the past two and a half yearsI do make periodic visits to my practice to provide advanced, orthopedic, manual therapy, educational sessions to my staffI am sure Mr [redacted] was informed of his insurance coverage by ***, my patient/office coordinatorAlso, and more seriously, PT Medical Management, referred to by Mr [redacted] as a "collection agency" is, in fact, my contracted "Billing Agency," not a collection agency, Big difference in professionalismWe have never retained a collection agencyPTMM bills all patient treatment to the responsible insurance provider, maintains bliling records and follows up on payments that are past dueThey are a very reputable company and quite upset by a complaint being initiated absent explanatory communication.We initially communicate with the patients insurance plan for verification of insurance and authorization to treat the patient as the first step in the billing and payment processThe insurer normally also stipulates frequency and duration for treatmentWe request further authorization when necessaryCoast therapists treat the patients and submita Dally Patient Treatment Log with treatment codes to PTMM daily for billingIn the best of all worlds we receive payment in a reasonable period of time and no follow up is necessaryNinety nine percent of our billing and payment is electronicPayments go directly into our bank account, from the insurer, with an "EOB" (Explanation of BenefitsPatient name, date of service, payment allowed, co-pay, payment made by Insurer) for posting to the patient billing recordPMM maintains all patient billing records.Mr [redacted] 's insurer is located in HawaiiThe Insurer was billed by PTMM but the insurer sent all of the patients visit payments directly to Mr [redacted] during the course of treatmentThe insurer did not advise PTMM of the paymentsPTMM did not receive an EOB at any time, nor did Coast Physical TherapyMr [redacted] brought the checks in to the office and gave them to ***The checks were deposited to the Coast accountUnfortunately, [redacted] has been with us less than a year and was not familiar with a seldom used procedure for informing PTMM of the insurance payments for Mr [redacted] I accept responsibllity for not insuring [redacted] was aware of the process for any and all anomalies in patient payment requiring special notification to PTMM that payment had been madeThe end result was that Coast was paidPTMM was not advisedPTMM billed the patient for an outstanding balance.I am sure this would not have been amplified to a cause for formal complaint had we been aware of the Issue as it occurredMr [redacted] left a phone message at Coast Physical Therapy, Saturday, October demanding an answer to an invoice he had received from PTMM, by 9:AM Monday, OctoberOur office is not open on weekends and Monday, the 12th, was a holidayMr [redacted] 's complaint to the Revdex.com was transmitted, per your letter to me, 8:PM, October,Please contact me directly should you need further clarification.rely,

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Dear Ms. [redacted],
5pt;">Fortunately, in my thirty three years of providing rehabilitative care with my practice in Monarch Bay Plaza, Dana Point, Ca., I have had no experiehce writing a response to a patient complaint, or any other complaint. Therefore, please bear with me as I explain the unfortunate circumstance that led to Mr. [redacted]'s communication with you.
First, a clarification of misinformation provided by Mr. [redacted] in his complaint. He refers to "[redacted] who works at Coast Physical Therapy". I have never met Mr. [redacted]. own Coast Physical Therapy but do not practice on a scheduled basis after suffering heart attacks in 2010 and 2103.1 live in the state of Washington and have for the past two and a half years. I do make periodic visits to my practice to provide advanced, orthopedic, manual therapy, educational sessions to my staff. I am sure Mr. [redacted] was informed of his insurance coverage by [redacted], my patient/office coordinator. Also, and more seriously, PT Medical Management, referred to by Mr. [redacted] as a "collection agency" is, in fact, my contracted "Billing Agency," not a collection agency, Big difference in professionalism. We have never retained a collection agency. PTMM bills all patient treatment to the responsible insurance provider, maintains bliling records and follows up on payments that are past due. They are a very reputable company and quite upset by a complaint being initiated absent explanatory communication.
We initially communicate with the patients insurance plan for verification of insurance and authorization to treat the patient as the first step in the billing and payment process. The insurer 
normally also stipulates frequency and duration for treatment. We request further authorization when necessary. Coast therapists treat the patients and submita Dally Patient Treatment Log with treatment codes to PTMM daily for billing. In the best of all worlds we receive payment in a reasonable period of time and no follow up is necessary. Ninety nine percent of our billing and payment is electronic. Payments go directly into our bank account, from the insurer, with an "EOB" (Explanation of BenefitsPatient name, date of service, payment allowed, co-pay, payment made by Insurer) for posting to the patient billing record. PMM maintains all patient billing records.
Mr. [redacted]'s insurer is located in Hawaii. The Insurer was billed by PTMM but the insurer sent all of the patients visit payments directly to Mr. [redacted] during the course of treatment. The insurer did not advise PTMM of the payments. PTMM did not receive an EOB at any time, nor did Coast Physical Therapy. Mr. [redacted] brought the checks in to the office and gave them to [redacted]. The checks were deposited to the Coast account. Unfortunately, [redacted] has been with us less than a year and was not familiar with a seldom used procedure for informing PTMM of the insurance payments for Mr. [redacted]. I accept responsibllity for not insuring [redacted] was aware of the process for any and all anomalies in patient payment requiring special notification to PTMM that payment had been made. The end result was that Coast was paid. PTMM was not advised. PTMM billed the patient for an outstanding balance.
I am sure this would not have been amplified to a cause for formal complaint had we been aware of the Issue as it occurred. Mr. [redacted] left a phone message at Coast Physical Therapy, Saturday, 10 October demanding an answer to an invoice he had received from PTMM, by 9:00 AM Monday, 12 October. Our office is not open on weekends and Monday, the 12th, was a holiday. Mr. [redacted]'s complaint to the Revdex.com was transmitted, per your letter to me, 8:47 PM, 10 October,
Please contact me directly should you need further clarification.
rely,

Dear Ms. [redacted],Fortunately, in my thirty three years of providing rehabilitative care with my practice in Monarch Bay Plaza, Dana Point, Ca., I have had no experiehce writing a response to a patient complaint, or any other complaint. Therefore, please bear with me as I explain the unfortunate...

circumstance that led to Mr. [redacted]'s communication with you.First, a clarification of misinformation provided by Mr. [redacted] in his complaint. He refers to "[redacted] who works at Coast Physical Therapy". I have never met Mr. [redacted]. own Coast Physical Therapy but do not practice on a scheduled basis after suffering heart attacks in 2010 and 2103.1 live in the state of Washington and have for the past two and a half years. I do make periodic visits to my practice to provide advanced, orthopedic, manual therapy, educational sessions to my staff. I am sure Mr. [redacted] was informed of his insurance coverage by [redacted], my patient/office coordinator. Also, and more seriously, PT Medical Management, referred to by Mr. [redacted] as a "collection agency" is, in fact, my contracted "Billing Agency," not a collection agency, Big difference in professionalism. We have never retained a collection agency. PTMM bills all patient treatment to the responsible insurance provider, maintains bliling records and follows up on payments that are past due. They are a very reputable company and quite upset by a complaint being initiated absent explanatory communication.We initially communicate with the patients insurance plan for verification of insurance and authorization to treat the patient as the first step in the billing and payment process. The insurer normally also stipulates frequency and duration for treatment. We request further authorization when necessary. Coast therapists treat the patients and submita Dally Patient Treatment Log with treatment codes to PTMM daily for billing. In the best of all worlds we receive payment in a reasonable period of time and no follow up is necessary. Ninety nine percent of our billing and payment is electronic. Payments go directly into our bank account, from the insurer, with an "EOB" (Explanation of BenefitsPatient name, date of service, payment allowed, co-pay, payment made by Insurer) for posting to the patient billing record. PMM maintains all patient billing records.Mr. [redacted]'s insurer is located in Hawaii. The Insurer was billed by PTMM but the insurer sent all of the patients visit payments directly to Mr. [redacted] during the course of treatment. The insurer did not advise PTMM of the payments. PTMM did not receive an EOB at any time, nor did Coast Physical Therapy. Mr. [redacted] brought the checks in to the office and gave them to [redacted]. The checks were deposited to the Coast account. Unfortunately, [redacted] has been with us less than a year and was not familiar with a seldom used procedure for informing PTMM of the insurance payments for Mr. [redacted]. I accept responsibllity for not insuring [redacted] was aware of the process for any and all anomalies in patient payment requiring special notification to PTMM that payment had been made. The end result was that Coast was paid. PTMM was not advised. PTMM billed the patient for an outstanding balance.I am sure this would not have been amplified to a cause for formal complaint had we been aware of the Issue as it occurred. Mr. [redacted] left a phone message at Coast Physical Therapy, Saturday, 10 October demanding an answer to an invoice he had received from PTMM, by 9:00 AM Monday, 12 October. Our office is not open on weekends and Monday, the 12th, was a holiday. Mr. [redacted]'s complaint to the Revdex.com was transmitted, per your letter to me, 8:47 PM, 10 October,Please contact me directly should you need further clarification.rely,