Dandridge Water

We've investigated Mr***'s and acknowledge that due to system limitations, we are unable to automatically submit balances to secondary insurance information. We recognize the importance of filing with both insurance carriers and we are dedicated to providing the most
comprehensive service we can. The information contained on the Explanation of Benefits from *** *** *** *** of Illinois acknowledges that he is set up for automatic cross over from Medicare. This means Medicare forwards any balances to the beneficiaries secondary insurance automaticallyBased on my review we sent Mr*** invoice # *** on 10/8/and again on 11/8/in the amount of $14.79 for services performed 9/4/15. Our bank records indicate that the check was received and deposited on 10/27/15. After it was deposited by the bank we received notification from the bankThe Customer Service Department keyed the payment on 11/10/15. I apologize that there was a delay in keying the payment that allowed additional invoices to be mailed to him. Please assure Mr*** that the invoice now reflects a zero balance

I reviewed Ms*** account and found we billed her primary insurance on 9/30/15. They responded on 10/19/stating $was applied toward her deductible and $was denied due to the diagnosis code billed and it the patient's responsibility. Instead of billing Ms*
*** 126.03, we sent a letter to her physician requesting diagnosis information for the denied services. On 1/4/we received an additional response from the primary insurance carrier indicating the previously denied services were reprocessed and now not Ms*** responsibility. We updated the account and ordered a bill to release to Ms* *** for $40.00. The bill released the next day. On 1/5/16, Ms* *** called our Customer Service Department and provided her secondary insurance information. We billed the balance to her secondary that day based on her call. No payment was received for these services by Ms***. At this time we are still awaiting a response from her secondary insurance

*** *** ***I have investigated Mr*** invoice and found that *** sent an adjustment in July of in the amount of $1046.78, leaving a patient balance of $570.76. In December 2015, Mr*** satisfied the balance of $in full.*** recently made an additional
payment of $on 3/9/16, indicating Mr*** has no financial responsibility. Therefore, a refund in the amount of $is currently being processed to Mr*** Our refunds are processed on a weekly basis and Mr*** should expect to see his refund within the next business days ***
*** ***

Thank you for the information I found that the system is looking for results for testing performed in our Cambridge Lab because the patient lives in Massachusetts The testing in question was performed in our Teterboro New Jersey lab We are pushing the results through to her account today. Sincerely,Maegan M***

[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 *** and find that this resolution is satisfactory to me
Thank you to the Revdex.com and their staff members for your help in resolving this issue
Regards,
*** ***

Dear Ms***:We have yet to be paid Upon receipt of payment the account will be closed with collections and any derogatory remarks will be removed with the credit bureaus. Sincerely,*** ***

On 11/7/*** *** presented to our Patient Service Center for testing At that time, she had a past due balance of $for services from MarchIn order for her to have her services done that day she had to pay the outstanding balance and provide a pre-authorization for the
services she was having that day Her pre-authoirzation receipt should indicate this. Sincerely,Maegan M***

I reviewed Mr*** complaint and verified his insurance did not pay his 11/18/services at 100% It appears his 100% are for routine services only and these services were not routine The claim number for these services is *** If he has something from his
insurance that indicates they reprocessed the claim and made payment, please send me a copy

[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 ***, and find that this resolution is satisfactory to me
I am however still concerned that other medicare patients may make a duplicate and unnecessary payment to Quest

[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 ***, and find that this resolution is satisfactory to me
***
*** ***To Quest Diagnostics:I moved from *** *** ** and since then, have received/paid several bills from QuestMy current address had to be in your systemMy thoughts are that the bill was originally put in my son's name, and his doctor's office doesn't have my new addressJust passing the info along for your benefitAs long as the problem is taken care of andmy credit/my son's credit will not be affected, then I consider this to be resolvedRegards, *** ***

Dear Ms***: We've contacted the physician's office and were informed that there was an incorrect test We've adjusted the account for the incorrect testThe balance remains due for the correct test totaling $28.40 SincerelyMaegan ***

Good morning *** *** Please be advised that Quest Diagnostics has no acknowledgement of the specifics of your insurance policyPrior to any services, you may want to confirm with your insurance carrier if a provider is considered in network or out of network and any patient responsibility
We at Quest Diagnostics accept all insurance policies I apologize for any inconvenience this may have causedSincerely, Michele LPatient Advocate ____________________________

Complaint: ***
I am rejecting this response because:
The respondent failed to even acknowledge the desired resolution of reimbursement for my time having to contact Quest to
resolve an issue they should not have screwed up in the first placeThis complaint is not closed until that matter is settled, and it is insulting that the respondent chose such few words to reply to this complaint.
Regards,
*** ***

Dear MsFerrara:I pulled copies of both patient bills sent to *** *** in Invoice # *** for $Date of Service 3/28/14Invoice # *** for $Date of Service 8/20/14Neither invoice was resubmitted to insurance in If *** *** received something from his
insurance in it was because the insurance made an error and corrected their own records or he appealed something with them We purged the accounts months after payment was received to archives We have no record of receiving anything from his insurance in regarding claims He will need to supply a copy of what he received for us to look into if a refund is due or not.Sincerely,Maegan M***

Dear ** ***I was able to confirm *** reprocessed a few line items changing *** responsibility to $ I've updated Credit Collection Services to reflect the correct amount due. Sincerely,Maegan M***

Dear Ms ***: I am in receipt of your email regarding a complaint you received from *** *** Upon review, I found Ms*** physician did not provide a diagnosis code to Quest Diagnostics when ordering testing on her. I contacted their office today and was provided a
diagnosis code. The charges have been resubmitted to insurance for reconsideration. Sincerely,*** ***Patient Advocate

Complaint: ***
I am rejecting this response because: It is in your for profit business's best interest to not inform me that the lab report stated a different lab on the orderYes my mistake, but also yoursA $mistakeI'm not claiming that it is your legal obligation, but it is very poor customer service to intentionally mislead customersI specifically asked your employee about my insurance at which piont she could have pointed out that I was indeed at the wrong lab.
Regards,
*** ***

Dear *** ***: *** ***'s results have been placed in his portal. WE are currently having an issue with results transferring over to the portal automatically. This issue started on 12/24/and we have the appropriate people engaged to resolve this issue completely.I've notified
the Manager of call center for MyQuest of *** ***'s experience with one of our phone representatives and appropriate corrective action has been taken.Sincerely, *** ***

[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 ***, and find that this resolution is satisfactory to meI was not made aware that the attempt was made to fax the information multiple timesAs a side, I did have a full set of prenatal blood-work done on 5/2/because the results from the prior blood-work never made it to my doctor until 5/5/But I do realize that this is not the fault of questI am annoyed though that it was such a hassle to get the informationWhy couldn't you tell me months ago that you tried faxing it??? It has been hours on the phone and a long chase to get this information
Regards,
*** ***

Please provide me with the invoice number in question as I am unable to find anything for $in our billing system for a *** ***