Conifer Electric

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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 until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

August 17, 2016     Revdex.com 4428 N. 12th Street Phoenix, AZ 85014   RE: Complaint ID #[redacted] J. [redacted]   Dear Dispute Resolution Specialist:   When patients reach out to our Customer Service team; our intent is always to assist our customer with resolving their concern the first time we are given the opportunity to do so.  I apologize that in this case we were unable to achieve that objective.   After careful consideration and in an effort to help resolve this issue for Mr. [redacted], the decision has been made to honor the quote that Mr. [redacted]’s provider originally gave him, as a one-time courtesy.  It’s important to note that the quote that was originally provided to Mr. [redacted] did not fully encapsulate the testing that was ordered on his behalf.    Our Customer Service representative reached out to Mr. [redacted] by telephone on Wednesday August 17th to share our proposed resolution, and during our communication with Mr. [redacted] it was explained that going forward, if there are questions regarding the potential out-of-pocket cost for testing that is proposed by his provider, he can contact our customer service team at [redacted] and one of our representatives will be more than happy to provide assistance.    I appreciate that you took the time to contact us regarding this matter affording our superior customer service team the ability to work with Mr. [redacted] to fully resolve his concern.  If there are any additional questions regarding this matter or if there are any other aspects of Mr. [redacted]’s concern that you feel were not addressed, please do not hesitate to contact me directly.   Regards,     Sincerely,     Anthony G[redacted], Billing Customer Services Supervisor Sonora Quest Laboratories

May 19, 2016Revdex.com of Southern Arizona5151 E. Broadway Blvd #100Tucson, AZ 85711Attn:  Valerie Ramos RE: Complaint ID #[redacted] [redacted]Dear Dispute Resolution Consultant:Thank you for your correspondence and for providing us an opportunity to investigate and...

respond to Ms. [redacted].  Ms. [redacted] communicated in her dispute letter that genetic testing she did not specifically request was performed as a result of her visit to our patient service center on February 1, 2016; however, our records indicate that Ms. [redacted]’s provider signed a letter of attestation indicating that they take responsibility for obtaining  informed consent prior to her testing being ordered.  As an ancillary provider, Sonora Quest Laboratories proceeded with performing the testing that was specifically requested by Ms. [redacted]’s provider.The claim for the testing ordered by Ms. [redacted]’s provider was submitted to her insurance plan Blue Cross Blue Shield on 02/12/2016 and on 03/03/2016, Ms. [redacted]’s insurance provider denied the testing, stating the service is not covered under Ms. [redacted]’s benefit plan.  The Sonora Quest Laboratories billing team takes every measure possible to assist our patients with coordinating their insurance coverage for all ordered services, in fact, our call records confirm that two separate members of the Sonora Quest Laboratories customer service team communicated with Ms. [redacted] on 03/24/2016 and 04/04/2016 and provided Ms. [redacted] guidance on the information that would be required for our reimbursements team to file an appeal to Ms. [redacted]’s insurance provider.  Updated diagnosis codes were provided by Ms. [redacted]’s provider on 04/14/2016 and an appeal was filed on Ms. [redacted]’s behalf on 04/30/2016; unfortunately, Blue Cross denied the appeal request on 05/17/2016, reaffirming their original determination that the patient’s health plan does not cover this test.  As a courtesy and to assist Ms. [redacted] with resolving her account balance, we can extend a 30% discount to Ms. [redacted] and we can also offer her a five payment plan to help mitigate the financial impact of this unforeseen outcome.  To take advantage of this offer, please contact our customer service department at ###-###-#### between the hours of 7am and 5pm, Monday through Friday.Sincerely,Anthony G[redacted]Anthony G[redacted]Billing Customer Service SupervisorSonora Quest Laboratories

Re: Complaint ID: [redacted]Investigation of the complaint indicating that testing requested as STAT was not performed as STAT (Note:  STAT testing is defined as specific laboratory testing that may be ordered and performed within four (4) hours of the time that the laboratory is notified by the...

collection location).1. Findings for the patient visit on 7/6/15 are listed below. a. All testing ordered on the requisition was ordered by the physician to be performed “ASAP”.b. Testing was performed within the expected time period for a routine/ASAP order.2. Findings for the patient visit on 7/8/15 are listed below. a. While multiple tests were requested, only one test was ordered as STAT.b. The test requested STAT was performed and reported electronically within expected time period for a STAT order. 3. Findings for the patient visit on 7/10/15 are listed below. a. Testing was ordered and performed STAT per physician’s ordersb. Testing was performed within the expected time period for a STAT order.Resolution requested by the patient1. All results for the involved patient should be flagged by the laboratory as stat.• We cannot honor this request because the laboratory may not legally or ethically change a physician’s orders (including changing an order received as routine to STAT). 2. Treat all visits as if an appointment had been made.• While we understand and empathize with the family’s desire to expedite the frequent blood draws needed for their child, we must treat all of our patients equally.  Advancing a walk-in patient ahead of patients with appointments or those who arrived previously would violate our Ethical Behavior of fairness.• We would like to suggest the following course of action to help expedite specimen collection at our draw sites: o The family should work with our Client Services group (###-###-####) to select a Patient Service Center (PSC).  Once selected, we will provide a phone number and the name of an employee to act as a point of contact for the family. o The family would then be able to call ahead to the PSC and speak to the point of contact. That person will assist in expediting the patient’s collection. This may include scheduling an appointment for the patient if possible, and assisting with prompt and efficient registration. • Alternatively, we do provide same day appointments; however, these must be scheduled at least two hours in advance.  Appointments may be scheduled on-line or by telephone (###-###-####).

November 24, 2015Revdex.com4428 N 12th StreetPhoenix, AZ 85015-4585Attn:  Dispute Resolution ConsultantRE: Complaint ID # [redacted] - [redacted]Dear: Dispute Resolution ConsultantThank you for your correspondence and for providing us an opportunity to investigate and respond to...

Ms. [redacted] inquiry.  We have reviewed Ms. [redacted] accounts for date of service 07/08/2015 and have confirmed that the updated diagnosis codes and chart notes that were submitted to Sonora Quest Laboratories on 9/08/2015 have been appropriately updated on Ms. [redacted] account; however, as a result of an internal administrative error, the corrected claim that reflected the requested updates was not submitted to Ms. [redacted] insurance company until 11/20/2015.  We apologize for any inconvenience this may have caused; we have placed the account on hold and are not currently billing Ms. [redacted] until [redacted] has had the opportunity to reprocess the claim.We hope this resolves Ms. [redacted] concerns.  Sincerely,Sue P[redacted]Sue P[redacted]Customer Service SupervisorSonora Quest Laboratories

This response does not address any of my listed concerns.  Neither I nor my doctor authorized these extra tests or charges.  I did not accept financial responsibility for these extra tests. I was never notified there would be additional charges over the price I was quoted.Sonoran Quest seems to be saying that by going to them for testing you are handing them a blank check to charge you anything they want.