Dermatology Associates, P.L.L.P.

At this point I don't feel as though anything less than writing off the ba lance owing by patient as they would like, will resolve this IssueI do not work In the front office and have become involved with this due to being in the billing department and trying to explain how copays work vsall charges incurredfor services provided to patientsI cannot attest as to what was actually stated to patient by our front office staff but did confer with the office manager as to if what patient stated was said to her, Is a customary protocolShe stated the staff Is not directed to tell a patient what will or will not be the total amount owing in full for visits, as Dermatology has many variables in determining charges due to some visits needing Pathology testing done and having to await the diagnostic results in order to provide a correct diagnostic code for procedure coding, I also cannot verify what was said by her Insurance company either as they did state via patient, that we "had billed services correctly"I can only surmise that there is a misunderstanding in regards to insurance policy and how copays work with visits and other services billed being processedI feel I tried to do my best in explaining that copays apply to the office visit charge, not as payment in full for all services provided at visitI offered to discount balance owing by 15% vsour standard 10% prompt payment discount, as well as setting up a payment plan for balance owing on accountThe only solution patient wanted was to be dismissed from the responsibility of any amount owing beyond the copay amountAs a professional medical practice we do our best towork with people and unfortunately there does not seem to be an acceptable solution for this patientWe would note able to keep our doors open if every time a misunderstanding occurred regarding visit charges and how Insurance works resulted in a write off of balance(s) owingThere is also no way we can know all of the insurance plans offered to patients and what particular plan they have and how they pay or process claimsThank you,
Sincerely,
Teresa H.- BillingDepartment/Patient Accounts

Complaint: ***I am rejecting this response because: I was promised a max amount far less than what was billedI would have forgone services if I had even an inkling of the true costSincerely,*** ***

Complaint: ***I am rejecting this response because:The bill was not adjusted to reflect the
agreed upon amount. Sincerely,*** ***

My name Is Teresa H. I work for Dermatology Associates in the Billing Department. I am responding to the complaint made by a patient who received services in our office. Initial contact with me by this patient was 10/7/16, regarding a bill she had received and the balance owing. Patient...

was upset and stated that our front office staff told her that she would owe a copay for her visit between $20.00 to $60.00 and nothing more. I explained that I could not verify what was said  or  not  said  but  that this did not  sound correct as far as the "nothing more" owing part. I told her that i f she asked what she owed they would collect the copay associated with her insurance but that the copay only applied to the Office Visit portion and not any addltlonal services,as  these would be processed and applied to deductible or paid by Insurance dependingon her plan/policy. I recommended she call her Insurance company and review her coverage with them. She stated she had called them and they also stated she would "only'' be responsible for copay amount but that we had billed charges correctly. i expressed that l really felt that she had misunderstood that nothing more would be owed beyond her copay and I would offer her a 10% discount on the remaining balance owingas a professional courtesy to her. She stated that was not  going to work and she wanted the entire balance  owing wrote off. I told her I           would need to talk with my office manager for any larger discount to bill and would do so on Monday. She then proceeded to say, "She would have NEVER came in & would've risked skin cancer rather than incurring this outrageous bill". She stated she felt taken advantage of and was not goingto pay bill. I told her I was sorry for the misunderstanding and she should really addressthis with her Insurance company as  they could explain her policy and how copays apply to services received. I called patient back on Monday, 10/10/16 and left a voice message stating that I had spoken with my office manager andshe would extend a 15% discount and stated she may call me back regarding this. When patient called back she again stated this was not acceptable and would like a call from my office manager as she was going to contact a consumer protection agency. Patient  then stated her Insurance should have paid a 100% percent  as  this  was a ''preventative" visit. I tried to explain that we do not use the Procedure Codes (CPT's) for this type of office visit but did·use diagnostic codes representinga "screening exam",but If something was found (diagnosed) lt usually cancelled the wellness/preventati ve nature of visit. When my office manager called to speak with patient, the patient stated she had already contacted an agency and was filing a complalnt. I feel I tried to professionally resolve what I term a·--- ·--· ·-[redacted]...[redacted] patient ls not wantinig to accept any resolution beyond not havingto pay balance owingfor services received. We can In no way know every Insurance plan that a patient may have and what it may or may not cover. It  Is ultlmately the patient's responsibility to contact their Insurance and inquire what  their  plan provides I n  regards  to  coverage. Thank you.
 
Sincerely,
 
Teresa H.