East West Health Centers Inc

All records were mailed out to patient and physicians office to satisfy his request for records If there are further requests for records we would be happy to accommodate any further requests

Initial Business Response /* (1000, 14, 2015/12/23) */
Mr [redacted] presented as a new patient to our office on 7/7/2014. He did not submit a copy of his medical Insurance card or his military id card. It is our policy that without identifying insurance information we require payment at time of...

service or rescheduling at a later date when insurance cards are available. Mr [redacted] chose to pay at time of service in lieu of rescheduling. Our receptionist put in insurance information based upon the patients verbal direction which was incorrect (why we need copy of cards)this was corrected only after the insurance denial, and a call form Mr [redacted]. Mr [redacted] was refunded all but $12.00,(his copay), which has not posted to his account as we are still waiting for insurance reimbursement. We have asked accounting that a credit show instead of a payment due, so the he will not continue to receive a statement for his copay. Once his insurance has paid on the claim, the payment (credit) will post to his account.
Mr [redacted] was only seen once, so the record of this visit will be available to him at any time providing he sign a release form for our records.

In reviewing [redacted] chart it seems these are valid charges.  The claim was billed, initially denied, rebilled to her insurance company and denied again stating she was ineligble for coverage on the date of service.  I currently show her as having been listed on the payer files but...

ineligible for coverage on the dates of service she has received care for.If [redacted] has different insurance we would be happy to look at that insurance and rebill it again.I do not show any payments made either by [redacted] or her insurance company, therefore I cannot issue a refund.  If [redacted] did make a payment it unfortunately does not show in our system that it has been made.  If [redacted] has a receipt, either from us or a bank statement showing the payment, I would be glad to issue a refund.

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.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I spoke with my insurance company and I am covered during this time and I NEVER received a phone call back from [redacted] when I left multiple messages. The company is avoiding the REAL problem. They are unprofessional with handling claims. If I received a phone call back I would have advised them of the dates covered and would have provided a DIRECT number to my insurance company where my claim is being handled. If they would like to be professionals they can contact me.   
Sincerely,
[redacted]

Hello,I continued looking into this after my last response, what I found and was unaware initially is you have two accounts in our EMR system.  I merged those accounts so it reflects all activity correctly and has all updated information.  In the account which shows you owing money we had old insurance that was being denied.  In the other account there was what appears to be correct insurance.  I asked our biller to rebill the claim under that insurance.I would have responded back to this initial email however once I responded this site apparently locks you out of further responses, I assume to keep disagreeing parties from attacking one another.  I did not call you because quite frankly I was unsure of "protocol" once a Revdex.com complaint is filed, I assume once complaints are filled they have to be handled through them.  Please excuse my uncertainty in regards to this.What I do not show is a payment you have made in either account we had for you previously.  I would be glad to refund any money you have paid.  I believe you said previously you paid via a money order, would you happen to have a receipt for that money.  Without any sort of receipt I can not issue any refund.  As far as your credit goes our "collections" is an internal group.  It is not a collection agency per se that is reporting to your credit and destroying your rating.  We don't care to do that to patients unless significant effort has gone into trying to collect the money.  It would reflect on your credit when it gets to either phase 3 or 4, yours was in phase 1 if I remember correctly.  that is not reported to credit agencies.Your account is out of collections.  It does show a balance due, I will waive that amount for all the issues we have caused you.  If the claim comes back denied for some reason from your current insurance, it may very well be past timely filing, we will write that balance off as well and not charge you.I apologize for billing not getting back to you, they should have.  [redacted] is no longer in billing with us, she is with one of our other clinics.  None the less the current biller should have called you back and I will have her update the voice mail, I would assumed that would have already happened but apparently it has not.If you would like to discuss further the formality of the Revdex.com seems unnecessary at this point.  I do understand why you went through them and I apologize for letting it get this far before resolution for you.  If you would like to discuss further please feel free to call me at the clinic and ask for mark.  you can reach my via email if you prefer, my email is [redacted].  If you would rather communicate further through this Revdex.com website that is fine too.