Colorado Laboratory Services

We apologize for the delay in responding to this complaint but there were details lacking that made it difficult to investigate without the name of the wife and her date of birth we cannot confirm the identify of the account in question We have no outstanding accounts for Mr [redacted] in our files at this time but again, without a DOB it is difficult to do that search We did locate a female with the last name of [redacted] that might be the correct patient as the date of service did match On the initial billing process we entered the insurance information we were given by the patient that listed both Aetna and Meritain We initially billed Aetna based on a phone call from K [redacted] on 6/20/who provided Aetna as her insurance but Aetna reported that she was not covered for that date of service Meritain was billed on 7/and we are waiting to hear back about coverageThe patient can disregard their current billing statement at this time Our terms of payment are clearly stated on the statement that payment is due days of the statement date Thus, after that days the second statement would be stated as "Past Due."

For the date of service of 10/13/we did attempt to bill her insurance carrier but the information provided to us by her provider was only a copy of the front of the insurance card and, as is the case for many carriers, there is a specific address that must be used to submit the claim that would have been on the back of the card We had no response from the carrier so we attempted to bill the patient Five billing statements were sent over a period of months but each was returned as undeliverable and yet the address search company we utilize could not provide a differentt address from the one we had on file We then sent the claim to the collection agency with the same address we had attempted to use and the agency was able to contact the patient using that same address In talking to the agency on 2/11/we were told that the patient's insurance did eventually pay her claim Ms [redacted] now has a zero balance and there was no impact to her credit

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] ***

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. I would also like to clarify that "the CLS" phlebotomist has drawn my blood and sent it to [redacted] for testing more than a dozen times. So their definition of "their phlebotomist" is incorrect in the aspect of everyone they draw blood I will receive a draw fee from CLS. This is actually a contract negotiated through the doctor's office with the same phlebotomist that has been there long before CLS was in charge of the contract. Sincerely, [redacted] ***

I am still in the process of investigation this complaint and all the billing records for this person. This takes time but I will respond as soon as possible

I have reviewed the entire billing record for Mr***. Using the address provided to us by the ordering physician's office we
mailed billing s*ments to Mr*** at that address and got mail returns on the first two s*ments. We then used our search company to find another address but they were unable to update the address. A final s*ment was generated on 6/7/but not mailed due to the several earlier mail returns. On 9/14/Mr*** called our billing office and we confirmed that we had been attempting to send his billing s*ments to the correct address and so we do not know why USPS was unable to deliver them. When he called our representative should have told him that this is not going to affect his credit rating and that he can make his payment now

I must apologize. My earlier response was based on the initial report from our billing department. Upon reciept of the complainants rejection of my response I asked for a more detailed investigation into how the account was handled. After this further investigation it became evident that Ms*** never did get a bill at her correct address. We found that there had been breakdowns in several difrerent billing departments in which the updated/correct address that we had obtained from the ordering provider's office did not get appropriately entered into the patient's records and so the billing statements continued to go to the wrong address. A collection agency has resources available to them that we do not have and they were therefore able to locate the correct current address and thus able to contact the patient. There is no balance due on this account and there has been no impact to Ms***'s credit.I apologize for this error on our part. We are addressing the reasons why we failed to update the account address and retraining staff accordingly

Thank you for bringing this issue to our attention. I have investigated all the circumstances from the laboratory services on 9/7/2016. When certain insurance plans have only a specific laboratory that is considered "in network" we try very hard to train our employees to identify
those patients who have that insurance so that we can redirect the testing to that "in network" laboratory. Unfortunately in the day to day interactions with many patients, the majority of which have insurance plans for which CLS is "in network" there can be errors made. The phlebotomist should have noted the insurance of the patient and directed the patient to a patient service center/draw station for the appropriate lab and CLS would not have been in the middle. Absent that step, the phlebotomist should have made a copy of the patient's insurance card and then when the specimens were received at the CLS processing hub the need to redirect the specimen(s) to the appropriate "in network" lab would have been noted. Unfortunately in this case the copy of the insurance card was not attached and so CLS performed and reported the testing.I do need to clarify one point. The phlebotomist who drew the specimens is not an employee of the doctor's office but a CLS employee who we have placed in the office for CLS lab services. I have instructed our billing department to cancel the remaining charges

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]

For the date of service of 10/13/2014 we did attempt to bill her insurance carrier but the information provided to us by her provider was only a copy of the front of the insurance card and, as is the case for many carriers, there is a specific address that must be used to submit the claim that would...

have been on the back of the card.  We had no response from the carrier so we attempted to bill the patient.  Five billing statements were sent over a period of 8 months but each was returned as undeliverable and yet the address search company we utilize could not provide a differentt address from the one we had on file.  We then sent the claim to the collection agency with the same address we had attempted to use and the agency was able to contact the patient using that same address.  In talking to the agency on 2/11/2016 we were told that the patient's insurance did eventually pay her claim.  Ms. [redacted] now has a zero balance and there was no impact to her credit.

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.
I would also like to clarify that "the CLS" phlebotomist has drawn my blood and sent it to [redacted] for testing more than a dozen times. So their definition of "their phlebotomist" is incorrect in the aspect of everyone they draw blood I will receive a draw fee from CLS. This is actually a contract negotiated through the doctor's office with the same phlebotomist that has been there long before CLS was in charge of the contract. 
Sincerely,
[redacted]

We apologize for the delay in responding to this complaint but there were details lacking that made it difficult to investigate.  without the name of the wife and her date of birth we cannot confirm the identify of the account in question.  We have no outstanding accounts for Mr. [redacted]...

in our files at this time but again, without a DOB it is difficult to do that search.  We did locate a female with the last name of [redacted] that might be the correct patient as the date of service did match.  On the initial billing process we entered the insurance information we were given by the patient that listed both Aetna and Meritain.  We initially billed Aetna  based on  a phone call from K. [redacted] on 6/20/17 who provided Aetna as her insurance but Aetna reported that she was not covered for that date of service.   Meritain was billed on 7/18 and we are waiting to hear back about coverage. The patient can disregard their current billing statement at this time.  Our terms of payment are clearly stated on the statement that payment is due 15 days of the statement date.  Thus, after that 15 days the second statement would be stated as "Past Due."