When we received notice that a complaint was made on behold I contacted [redacted] immedtlay and worked on solving this issue with her, but she did not want to directly work with meI explained to her that I was the director of operations and would be the one to work on any billing issues with her Upon approval, we only had the primary insurance; therefore, patient was responsible for 20% of the balanceIn addition, this information was also included on the delivery paperwork that was signed by the patient or a patient representativeHowever, due to the secondary insurance she has, her account is directly billed after her primary pays (not done by Cork Medical) Again we were never given that information When we contacted the insurance today they notified us that her August DOS was denied incorrectly and they were going to reprocess it this is the DOS that she paid $I have sent a refund request for this amount As for the September DOS, this is now posted and patient does not owe Cork Medical anythingThe patient account was sent out before it was posted by our posting team If you want more of clarification please contact me directly at 361-***We are confident this account was handled properly, the amount has been refunded and currently the patient has no balance We have made a record of this complaint in our logs Thanks, [redacted]
This e-mail is in response to a letter received on 6/8/with an assigned ID# of [redacted] Customer Statement: Customer was renting medical equipment from Cork Medical for a length of time until a request to purchase the equipment was receivedMedical equipment was purchased and the customer has provided copies of receiptsPatients husband claims he is still receiving a collections notice for the amount of $ Investigation: Cork Medical has reviewed the claim as well as notes entered into our Billing softwarePatient began renting medical equipment which consisted of a Bed and LAL (Low-Air Loss) mattress in early Notes in our billing system show the equipment was purchased April 16,, An error occurred in our system by our biller not checking a box which finalizes and deactivates the accountSince a number of days went by, the billing system detected non-payments of the medical equipment which had a balance of $This amount was written off at the time of purchaseSince more than days passed, the billing system sent the account to our third-party collections company automatically who then send out collections notices to customers In Conclusion: This was in fact a clerical error on Cork Medical’s partThe account has since been updated showing the account as paid-in-full and is in an inactive statusWith this update, our third-party collections agency automatically receives notification of the change and will no longer send collections notices to Mr [redacted] Cork Medical contacted and confirmed with our collections agency the account is inactive and shows Paid in full on June 21, Cork Medical also confirmed that nothing was ever reported to Mr [redacted] ’s personal credit reportCorrective Actions: Cork Medical has retrained all billing employees in our billing software to ensure patients are deactivated in the system correctly when medical equipment has been purchased in full If you have any further questions concerning this complaint, please contact the Human Resource/Compliance Department at (317)361-4563, Monday through Friday, 8:00AM – 5:00PM Best Regards, Desmond S [redacted] - SPHR | HR/Compliance Dir| Cork Medical Castleway Ct., Ste 100, Indianapolis, IN Ph: | Toll Free: | Fax: ds***@corkmedical.com
Customer Statement: [redacted] daughter of [redacted], has stated that she contacted Cork Medical on (3) occasions week of the 25th to have the bed her father used picked up with no reply from Cork Medical. Facts of the...
matter: Mr. [redacted] unfortunately passed away Saturday May 23rd. Cork Medical was closed Monday May 25th, due to the Holiday weekend. AS you will see in the attachment labeled “Answer Midwest Email notification” page 2, the first call was received from Miss. [redacted] on Thursday May 28th at 5:04PM. On page 2, you will see it was received the following day Friday, May 29th, 2015 and sent to the [email protected], which would then be sent to the Appropriate Office Manager. The Office Manager would then review his current schedule of deliveries and pickups then reach out to the patient or in this case Miss [redacted], to schedule a day for the bed to be picked up. Office Manager Shawn S[redacted] reached out to Miss. [redacted] on June 1st to schedule a June 2nd pickup, 2 business days after receipt of the Pickup request. Exhibit 2A labeled “Pick up/Exchange Ticket” shows the Pick-up was generated on 6/1/2015, 3 days after receipt of Miss’s [redacted]s request for the bed to be picked up. Please refer to the same attachment, which will show that the bed was picked up in a timely manner on 6/2/2015 by Driver/Technician Deandre Johnson. In Conclusion: The first notification we received was on May 28th. There are no records in our service department showing a call was received prior to May 28th. Cork Medical and its employees understands the emotional impact involved with losing a loved one. We strive to deliver exceptional service to all of the patients we provide services and equipment to. Based on the business activities Cork Medical sees daily, we feels that we responded to this request in a timely manner. Corrective Actions: Cork Medical Service line receives a high call volume on a daily basis from patients, healthcare facilities, and care givers in need of service. We do understand and accept that calls can unfortunately be missed no matter how hard we try to respond to each and every call. We have taken this matter seriously and have done the following to help our employees and our 3rd party answering service understand the importance of High Quality Customer Service. Cork Medical has: · Reached out to our afterhours call center and retrained on our procedure for taking calls and reiterating the importance of us receiving all calls in a timely manner. · Retrained our Service Department personnel on expectations regarding the response time when a call for a pick-up is received. We know that you will review the supplied documents as well as the facts of the matter involved and find our response acceptable. If you have any questions, please contact me. Best Regards, Desmond S[redacted] | HR/Compliance Dir. | Cork Medical ,: 6406 Castleway Ct., Ste 100, Indianapolis, IN 46250 (: 317.361.4563 | Toll Free: 866.849.2675 | Fax: 866.433.5839 *: ds[redacted]@corkmedical.com
When we received notice that a complaint was made on behold I contacted [redacted] immedtlay and worked on solving this issue with her, but she did not want to directly work with...
me. I explained to her that I was the director of operations and would be the one to work on any billing issues with her.
Upon approval, we only had the primary insurance; therefore, patient was responsible for 20% of the balance. In addition, this information was also included on the delivery paperwork that was signed by the patient or a patient representative. However, due to the secondary insurance she has, her account is directly billed after her primary pays (not done by Cork Medical) Again we were never given that information.
When we contacted the insurance today they notified us that her August DOS was denied incorrectly and they were going to reprocess it this is the DOS that she paid $51.69. I have sent a refund request for this amount.
As for the September DOS, this is now posted and patient does not owe Cork Medical anything. The patient account was sent out before it was posted by our posting team.
If you want more of clarification please contact me directly at 317 361-[redacted]. We are confident this account was handled properly, the amount has been refunded and currently the patient has no balance.
We have made a record of this complaint in our logs.
Thanks,
[redacted]
This e-mail is in response to a letter received on 6/8/2015 with an assigned ID# of [redacted]. Customer Statement: Customer was renting medical equipment from Cork Medical for a length of time until a...
request to purchase the equipment was received. Medical equipment was purchased and the customer has provided copies of receipts. Patients husband claims he is still receiving a collections notice for the amount of $31.00. Investigation: Cork Medical has reviewed the claim as well as notes entered into our Billing software. Patient began renting medical equipment which consisted of a Bed and LAL (Low-Air Loss) mattress in early 2015. Notes in our billing system show the equipment was purchased April 16,, 2015. An error occurred in our system by our biller not checking a box which finalizes and deactivates the account. Since a number of days went by, the billing system detected non-payments of the medical equipment which had a balance of $31.00. This amount was written off at the time of purchase. Since more than 30 days passed, the billing system sent the account to our third-party collections company automatically who then send out collections notices to customers. In Conclusion: This was in fact a clerical error on Cork Medical’s part. The account has since been updated showing the account as paid-in-full and is in an inactive status. With this update, our third-party collections agency automatically receives notification of the change and will no longer send collections notices to Mr. [redacted] . Cork Medical contacted and confirmed with our collections agency the account is inactive and shows Paid in full on June 21, 2016. Cork Medical also confirmed that nothing was ever reported to Mr. [redacted]’s personal credit report. Corrective Actions: Cork Medical has retrained all billing employees in our billing software to ensure patients are deactivated in the system correctly when medical equipment has been purchased in full. If you have any further questions concerning this complaint, please contact the Human Resource/Compliance Department at (317)361-4563, Monday through Friday, 8:00AM – 5:00PM Best Regards, Desmond S[redacted] - SPHR | HR/Compliance Dir. | Cork Medical 6406 Castleway Ct., Ste 100, Indianapolis, IN 46250 Ph: 317.361.4563 | Toll Free: 866.551.2580 | Fax: 866.433.5839 ds[redacted]@corkmedical.com
When we received notice that a complaint was made on behold I contacted [redacted] immedtlay and worked on solving this issue with her, but she did not want to directly work with meI explained to her that I was the director of operations and would be the one to work on any billing issues with her Upon approval, we only had the primary insurance; therefore, patient was responsible for 20% of the balanceIn addition, this information was also included on the delivery paperwork that was signed by the patient or a patient representativeHowever, due to the secondary insurance she has, her account is directly billed after her primary pays (not done by Cork Medical) Again we were never given that information When we contacted the insurance today they notified us that her August DOS was denied incorrectly and they were going to reprocess it this is the DOS that she paid $I have sent a refund request for this amount As for the September DOS, this is now posted and patient does not owe Cork Medical anythingThe patient account was sent out before it was posted by our posting team If you want more of clarification please contact me directly at 361-***We are confident this account was handled properly, the amount has been refunded and currently the patient has no balance We have made a record of this complaint in our logs Thanks, [redacted]
This e-mail is in response to a letter received on 6/8/with an assigned ID# of [redacted] Customer Statement: Customer was renting medical equipment from Cork Medical for a length of time until a request to purchase the equipment was receivedMedical equipment was purchased and the customer has provided copies of receiptsPatients husband claims he is still receiving a collections notice for the amount of $ Investigation: Cork Medical has reviewed the claim as well as notes entered into our Billing softwarePatient began renting medical equipment which consisted of a Bed and LAL (Low-Air Loss) mattress in early Notes in our billing system show the equipment was purchased April 16,, An error occurred in our system by our biller not checking a box which finalizes and deactivates the accountSince a number of days went by, the billing system detected non-payments of the medical equipment which had a balance of $This amount was written off at the time of purchaseSince more than days passed, the billing system sent the account to our third-party collections company automatically who then send out collections notices to customers In Conclusion: This was in fact a clerical error on Cork Medical’s partThe account has since been updated showing the account as paid-in-full and is in an inactive statusWith this update, our third-party collections agency automatically receives notification of the change and will no longer send collections notices to Mr [redacted] Cork Medical contacted and confirmed with our collections agency the account is inactive and shows Paid in full on June 21, Cork Medical also confirmed that nothing was ever reported to Mr [redacted] ’s personal credit reportCorrective Actions: Cork Medical has retrained all billing employees in our billing software to ensure patients are deactivated in the system correctly when medical equipment has been purchased in full If you have any further questions concerning this complaint, please contact the Human Resource/Compliance Department at (317)361-4563, Monday through Friday, 8:00AM – 5:00PM Best Regards, Desmond S [redacted] - SPHR | HR/Compliance Dir| Cork Medical Castleway Ct., Ste 100, Indianapolis, IN Ph: | Toll Free: | Fax: ds***@corkmedical.com
Customer Statement: [redacted] daughter of [redacted], has stated that she contacted Cork Medical on (3) occasions week of the 25th to have the bed her father used picked up with no reply from Cork Medical. Facts of the...
matter: Mr. [redacted] unfortunately passed away Saturday May 23rd. Cork Medical was closed Monday May 25th, due to the Holiday weekend. AS you will see in the attachment labeled “Answer Midwest Email notification” page 2, the first call was received from Miss. [redacted] on Thursday May 28th at 5:04PM. On page 2, you will see it was received the following day Friday, May 29th, 2015 and sent to the [email protected], which would then be sent to the Appropriate Office Manager. The Office Manager would then review his current schedule of deliveries and pickups then reach out to the patient or in this case Miss [redacted], to schedule a day for the bed to be picked up. Office Manager Shawn S[redacted] reached out to Miss. [redacted] on June 1st to schedule a June 2nd pickup, 2 business days after receipt of the Pickup request. Exhibit 2A labeled “Pick up/Exchange Ticket” shows the Pick-up was generated on 6/1/2015, 3 days after receipt of Miss’s [redacted]s request for the bed to be picked up. Please refer to the same attachment, which will show that the bed was picked up in a timely manner on 6/2/2015 by Driver/Technician Deandre Johnson. In Conclusion: The first notification we received was on May 28th. There are no records in our service department showing a call was received prior to May 28th. Cork Medical and its employees understands the emotional impact involved with losing a loved one. We strive to deliver exceptional service to all of the patients we provide services and equipment to. Based on the business activities Cork Medical sees daily, we feels that we responded to this request in a timely manner. Corrective Actions: Cork Medical Service line receives a high call volume on a daily basis from patients, healthcare facilities, and care givers in need of service. We do understand and accept that calls can unfortunately be missed no matter how hard we try to respond to each and every call. We have taken this matter seriously and have done the following to help our employees and our 3rd party answering service understand the importance of High Quality Customer Service. Cork Medical has: · Reached out to our afterhours call center and retrained on our procedure for taking calls and reiterating the importance of us receiving all calls in a timely manner. · Retrained our Service Department personnel on expectations regarding the response time when a call for a pick-up is received. We know that you will review the supplied documents as well as the facts of the matter involved and find our response acceptable. If you have any questions, please contact me. Best Regards, Desmond S[redacted] | HR/Compliance Dir. | Cork Medical ,: 6406 Castleway Ct., Ste 100, Indianapolis, IN 46250 (: 317.361.4563 | Toll Free: 866.849.2675 | Fax: 866.433.5839 *: ds[redacted]@corkmedical.com
When we received notice that a complaint was made on behold I contacted [redacted] immedtlay and worked on solving this issue with her, but she did not want to directly work with...
me. I explained to her that I was the director of operations and would be the one to work on any billing issues with her.
Upon approval, we only had the primary insurance; therefore, patient was responsible for 20% of the balance. In addition, this information was also included on the delivery paperwork that was signed by the patient or a patient representative. However, due to the secondary insurance she has, her account is directly billed after her primary pays (not done by Cork Medical) Again we were never given that information.
When we contacted the insurance today they notified us that her August DOS was denied incorrectly and they were going to reprocess it this is the DOS that she paid $51.69. I have sent a refund request for this amount.
As for the September DOS, this is now posted and patient does not owe Cork Medical anything. The patient account was sent out before it was posted by our posting team.
If you want more of clarification please contact me directly at 317 361-[redacted]. We are confident this account was handled properly, the amount has been refunded and currently the patient has no balance.
We have made a record of this complaint in our logs.
Thanks,
[redacted]
This e-mail is in response to a letter received on 6/8/2015 with an assigned ID# of [redacted]. Customer Statement: Customer was renting medical equipment from Cork Medical for a length of time until a...
request to purchase the equipment was received. Medical equipment was purchased and the customer has provided copies of receipts. Patients husband claims he is still receiving a collections notice for the amount of $31.00. Investigation: Cork Medical has reviewed the claim as well as notes entered into our Billing software. Patient began renting medical equipment which consisted of a Bed and LAL (Low-Air Loss) mattress in early 2015. Notes in our billing system show the equipment was purchased April 16,, 2015. An error occurred in our system by our biller not checking a box which finalizes and deactivates the account. Since a number of days went by, the billing system detected non-payments of the medical equipment which had a balance of $31.00. This amount was written off at the time of purchase. Since more than 30 days passed, the billing system sent the account to our third-party collections company automatically who then send out collections notices to customers. In Conclusion: This was in fact a clerical error on Cork Medical’s part. The account has since been updated showing the account as paid-in-full and is in an inactive status. With this update, our third-party collections agency automatically receives notification of the change and will no longer send collections notices to Mr. [redacted] . Cork Medical contacted and confirmed with our collections agency the account is inactive and shows Paid in full on June 21, 2016. Cork Medical also confirmed that nothing was ever reported to Mr. [redacted]’s personal credit report. Corrective Actions: Cork Medical has retrained all billing employees in our billing software to ensure patients are deactivated in the system correctly when medical equipment has been purchased in full. If you have any further questions concerning this complaint, please contact the Human Resource/Compliance Department at (317)361-4563, Monday through Friday, 8:00AM – 5:00PM Best Regards, Desmond S[redacted] - SPHR | HR/Compliance Dir. | Cork Medical 6406 Castleway Ct., Ste 100, Indianapolis, IN 46250 Ph: 317.361.4563 | Toll Free: 866.551.2580 | Fax: 866.433.5839 ds[redacted]@corkmedical.com