Drs. Russell, Berkebile & Associates, Inc.

From: Darin W*** Date: Mon, Dec 12, at 5:PMSubject: complaint ID ***To: "***[email protected]"
***,
We have been researching the complaint and attached is what is documented in the billing system, Early Out system and Collection
system
The patient received services on 6/18/16, the charge was posted on 6/24/in the billing system and sent to the patient’s insurance company. The insurance company made payment on 7/9/with a payment of $and a patient balance of $38.39. A patient statement was produced the same day on 7/9/and mailed to the same address in the complaint (original bill copy attached)
After no response by the patient it was removed from the billing system 8/25/and sent to an Early Out company named PRM. PRM sent a second statement dated 8/29/on behalf of the company to the same address listed in the complaint (second bill attached)
It wasn’t until 11/14/almost more months after the second statement sent to the same address that the account went to hard collections and a collection letter dated 11/14/(collection letter attached) was sent to the same address as the other two bills, but this one was received
Payment was made seven days later on 11/21/and noted on the patient’s account. Because the bill was paid this was never sent to a credit reporting agency
As shown by the attachments two bills were sent to the same address as the collection letter and noted in the complaint
It is not unusual for a company to use a third party billing agency. However it is concerning the response of the billing agency to the patient’s father for which we will be speaking to the manager of the billing agency
These billing practices are standard in the industry. Perhaps the bills were received, but considered junk mail and discarded that too is a possibility
Darin W***, CEO
DrsR***, B*** and Associates, Inc
Cooper Foster Park Rd
Lorain, OH
E-Mail: dw***@rbarad.com
Phone:
Fax:

[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 was contacted by the business directly today and was given documentation to support that they have corrected my billing statementI was also given an apology for the time I have had to spend on this matter and the conduct of the billing representatives who handled this claim.
Regards,
*** ***

I have asked for someone from the billing company Lorain office to speak directly with the patient to get this straightened out.

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. 
Regards,
[redacted]

It appears that the initial procedure information was received twice from the hospital with two different procedures.  Regarding the phone hang ups all calls are recorded and have since been reviewed.  On 9/25/17 4:15:31PM the patient called the billing company and that call note states...

"Patient called about the bill.  Advised her the bal is 55.90.  Patient wanted to know why the mammogram has doubled from last year.  Adivse her we will have to contact the facility.  went to get her the number and she hung up."  Regarding the insurance rep call that was listened to from 12/4/17 4:32PM.  the supervisors note on that recording is that "the insurance rep asked how he could reach the Lorain OH office directly and she (CSR) was quite confused, the call lasted about 2 minutes and ends in dead air, then the line disconnected, this has been addressed with the ONQ supervisor."It did take an inordinate amount of time to figure out what happened and get a refund to the patient.  Training at the billing company is being implemented for the CSR's involved.  The refund was made on 1/10/18 for $55.90 and the check has been cashed.