I spoke with[redacted] at Mountainview Medical Imaging and she told me they
have wiped out the bill completely for my mammography. Due to the insurance
mix-up they were experiencing at their facility, she agreed to zero out the
bill and has sent me a...
receipt stating the bill is no longer due. So I feel
it's only fair that since they rectified the situation I would like to
withdraw my complaint. If you need anything else from me, please don't
hesitate to contact me. Thank you so much for your help.
When the patient came in for services February of 2014, she was under the same insurance plan name as the prior year. The only difference from the previous year was she was under a different line of business for that insurance. The card appeared the same but had different network acceptance.
After the service was performed and denied by insurance, the patient received her one statement for the balance in full of $211.00. When she contacted our office and it was realized her claim processed out of network with no benefits, a Self-Pay price was offered. The staff she spoke with also explained the confusion related to her new type of insurance. Our staff tried to explain, that it wasn’t until we watched a webinar from the insurance company that we were able to determine what the cards actually looked like. Feeling the patient wasn’t satisfied, this information was relayed to the billing manager.
Review of the account by the billing and the office manager, showed this to be a long time patient that had presented her insurance card assuming Mountainview Medical Imaging was still in network with her new plan. Knowing the patient came in for a screening exam expecting her insurance company to pay in full, we determined the balance for this year should be written off. We felt this would be a fair adjustment and we could make the patient aware to check our network status prior to returning for future exams.
The patient came in to speak with a manager, but both the office manager and billing manager were away at a meeting. A staff member took the message describing the complaint and requested the manager contact the patient at work. Once the manager was back in the office, contact was attempted with the patient to explain how Mountainview Medical Imaging planned to take care of her account; a message was left for the patient to call us back. That same day, this complaint was filed.
While it is the responsibility of the consumer to verify provider participation, Mountainview Medical Imaging makes every effort to inform our patients when we are out of network with their insurance plan. With the constant change in insurance plans, this is becoming more difficult. Because Mountainview Medical Imaging values our patients and understands the frustrations with changes in insurance, we made what we felt was a fair adjustment to the patient’s account to resolve the issue. Had a manager been in the office at the time the patient came in, or if we had been able to reach the patient by phone, this could have been resolved without the complaint being filed.
I spoke with[redacted] at Mountainview Medical Imaging and she told me they
have wiped out the bill completely for my mammography. Due to the insurance
mix-up they were experiencing at their facility, she agreed to zero out the
bill and has sent me a...
receipt stating the bill is no longer due. So I feel
it's only fair that since they rectified the situation I would like to
withdraw my complaint. If you need anything else from me, please don't
hesitate to contact me. Thank you so much for your help.
When the patient came in for services February of 2014, she was under the same insurance plan name as the prior year. The only difference from the previous year was she was under a different line of business for that insurance. The card appeared the same but had different network acceptance.
After the service was performed and denied by insurance, the patient received her one statement for the balance in full of $211.00. When she contacted our office and it was realized her claim processed out of network with no benefits, a Self-Pay price was offered. The staff she spoke with also explained the confusion related to her new type of insurance. Our staff tried to explain, that it wasn’t until we watched a webinar from the insurance company that we were able to determine what the cards actually looked like. Feeling the patient wasn’t satisfied, this information was relayed to the billing manager.
Review of the account by the billing and the office manager, showed this to be a long time patient that had presented her insurance card assuming Mountainview Medical Imaging was still in network with her new plan. Knowing the patient came in for a screening exam expecting her insurance company to pay in full, we determined the balance for this year should be written off. We felt this would be a fair adjustment and we could make the patient aware to check our network status prior to returning for future exams.
The patient came in to speak with a manager, but both the office manager and billing manager were away at a meeting. A staff member took the message describing the complaint and requested the manager contact the patient at work. Once the manager was back in the office, contact was attempted with the patient to explain how Mountainview Medical Imaging planned to take care of her account; a message was left for the patient to call us back. That same day, this complaint was filed.
While it is the responsibility of the consumer to verify provider participation, Mountainview Medical Imaging makes every effort to inform our patients when we are out of network with their insurance plan. With the constant change in insurance plans, this is becoming more difficult. Because Mountainview Medical Imaging values our patients and understands the frustrations with changes in insurance, we made what we felt was a fair adjustment to the patient’s account to resolve the issue. Had a manager been in the office at the time the patient came in, or if we had been able to reach the patient by phone, this could have been resolved without the complaint being filed.