Dandridge Water

The results were sent to the physician's interface electronically at 5:42am on 12/28/ They had and have the ability to print them

Dear Ms [redacted] :According to Mr [redacted] , our representatives did not follon securing the correct information from his physician, Dr [redacted] , and the claim was not properly filed to his insurance company.I have investigated these concerns and pulled the original order from Dr [redacted] and found that there was no diagnosis information provided on the orderIn order to properly file the claim to insurance, diagnosis information is required I also found that on April 29, the insurance carrier contacted our billing department requesting our fax number to provide it to the physician's office On May 16, we finally received diagnosis information from the referring physician's office and updated the information into our billing system Unfortunately, when this information was added our representative did not properly transfer the invoice back to insurance status but did mail a hard copy to insurance for consideration This caused the invoice to continue to bill to Mr [redacted] This issue has been resolved and the invoice was properly put in insurance status We contacted [redacted] and verified they adjudicated the claim and paid $with no member liability Once payment is received, the account will reflect a zero balance Should Mr [redacted] have any further questions, he can contact the billing Manager, [redacted] Sincerely, [redacted] ***

Dear [redacted] The bill was adjusted to reflect the 100% discount [redacted] bill is at a zero balanceSincerely,Maegan M***

I will respond to Ms [redacted] inquiry directly to her as it contains confidential testing information and I do not have authorization to discuss this information with your office

Dear Ms [redacted] :I have reviewed all six of Ms [redacted] accounts and cannot find payment on three.DOS Invoice # Amount Due Amount Paid Date Paid7/22/ [redacted] $ 0.007/8/ [redacted] $ 0.006/15/ [redacted] $ 0.006/8/ [redacted] $ $ 7/6/ 2/17/ [redacted] $ $ 3/31/151/19/ [redacted] $ $ 2/18/Please send me a copy of the front and back of the cancelled check or checks for the three open invoices According to the notes on the account, Ms [redacted] was to provide us with this documentation, however, to date we have not received itSincerely,Maegan ***

Dear Ms [redacted] :Please inform Mr [redacted] that I removed the account from collections informing them that he is not he patient and it was sent to them in his name in errorSincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I do not put up with sarcastic responses and blaming me for the mistake they madeThey copied my new insurance card so they put in wrong informationSo no it is not my responsibility to look over when that information is not present on any formsYou can rest assured myself nor any of my family will ever use your business again especially with the rude and unprofessional people that are employed Regards, [redacted] ***

We've reached out to the Office Manager and resolved their concerns.Sincerely,Maegan M***

I am in receipt of your email dated 8/8/regarding a complaint your office received from Ms [redacted] Thank you for taking the time to contact Quest Diagnostics and inform us of our patient's billing concern.Upon review, I found we received additional diagnosis information from Ms [redacted] 's physician's office on 7/30/ We contacted Aetna and verified the claim is being reconsidered for payment and we should receive payment in the next days At this time we are awaiting their payment

Dear Ms [redacted] :I contacted [redacted] per Ms***'s request and found she had been working with Ms [redacted] on services performed by [redacted] , not Quest Diagnostics I then contacted [redacted] and spoke to Dr***'s nurse [redacted] who provided me with the ICD-code for the services Quest Diagnostics performed on 4/8/and it was the same code we already billed to insurance There are no other diagnosis codes for Quest to submit to her insurance for reconsideration Payment remains due by Ms [redacted] in the amount of $117.37.Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because I still do not have my lab results.Here is the requested information (previously submitted to Quest): Username: [redacted] DOB: [redacted] Location of blood draw: Quest facility in New York City ( [redacted] , State labs drawn: NYRequesting Physician: [redacted] , State of physician's office: **, Phone: ###-###-#### Regards, [redacted]

Dear [redacted] : [redacted] contacted us directly and we have resolved his billing concern.Sincerely, [redacted] ***

Their account representative met with their office manager in April Unfortunately they use their own generic order with test names, not a Quest Diagnostics requisition with test codes We believe we have identified a resolution which will be kept at all of our Patient Service CentersHopefully this will reduce the ongoing errors

Dear Ms [redacted] :I reviewed Mr [redacted] invoices as well as his family members All family member's invoices are being been submitted approprpiately to [redacted] I found that when Mr [redacted] had services, he was registered by a newer employee Being his card says "***", she incorrected inputted his insurance plan as "***" instead of [redacted] I've contacted the Manager who oversees our [redacted] and iformed him of the error He has updated the information to refelct [redacted] so that this does not happen again He is also using this example as a training tool with the staff Thank Mr [redacted] for brining this to our attention and please extend our sincere apologies for any inconvenienceSincerely, [redacted] ***

[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 is satisfactory to me, however, it took many calls over two months to get this resolvedThis is unacceptable and certainly not patient centeredThere is absolutely no communication between the client services department and the patient billing departmentIf Tracey hadn't taken ownership of this, nothing would've been correctedI would add that although this was ostensibly corrected in January, the physicians office called Quest multiple times only to be told they needed to submit the request againThey did so in FebruarySo, Quest gave incorrect information multiple times to both myself and the physicians office Regards, [redacted]

Our records indicate the referring physician's office provided the incorrect billing information to Quest Diagnostics causing Mr [redacted] to be billed They have since contacted our office and requested we bill them for the services Please inform Mr [redacted] that the charges have been removed from collections and billed to the physician

[redacted] receipt indicates only the draw fee, cbc/ and chem test The amount she authorized was $ for those tests The receipt clearly indicates that this is an estimate [redacted] processed and determined only $ was her responsibility, therefore that is all we billed her card[redacted] did not bring up an estimated amount to collect on the [redacted] (R)-TB test at the time of service, therefore we didn't request a pre-authorize payment [redacted] received an Explanation of Benefits from [redacted] informing her that her responsibility for the [redacted] test is $Payment for this service is due immediatelySincerely, Maegan M***

We have billed [redacted] four times with id# [redacted] and in each instance they have responded that he did not have insurance with them Could you please provide me with a copy of the insurance card?

Complaint: [redacted] I am rejecting this response because: At least , Quest can explain why the procedure is so expensive, whether it is labor, procedure or anything elseThe response shows that the practice is very indifferent and authoritarian to patientsClearly an industrial monopoly Regards, [redacted] ***

Dear Ms [redacted] : We recently transitioned our Customer Service Department from Baltimore MD to Tetereboro NJ When patient's called the old number for Baltimore, the system prompts them to call the new number Unfortunately, he called on a Saturday and our call center is not open on Saturdays I reviewed the message and it does not state we are open on Saturday.We contacted the ordering physician and spoke to Charity who verified the patient was seen at the office that day and they did obtain a specimen from her and send it to Quest for testing Quest Diagnostics performed the testing ordered therefore, the charges billed to insurance are correct.Sincerely, [redacted] ***