Complaint: [redacted] I am rejecting this response because: Due to the limited number of characters in the original complaint on the Revdex.com website, I tried to include the main highlights of my complaint since I didn’t have enough space to provide more detailsMy rejection to the EWC’s response will include more discrete information of what happened to show that there are inconsistencies and errors in their responses, resulting in my rejection to their responses First, I appreciate the medical director acknowledging that his medical assistant “made a critical initial mistake” and that he and his employees are working on making improvements for the futureHowever, there were a few things that did still does not make sense and are incorrectHe stated that during our interaction that the front desk was busy, however, it was only busy because we were with Stephanie behind the counter to try to understand the disconnectsAnd, there was only one other client who was checking inOther than that, it was not busy as he stated, and it was only about 4:pm on Friday, August 12th In addition, he stated that he “encourages [me] to present [my] insurance issues, and indeed, all complaints directly to clinic management (in this case my office manager and I who are both easily approached).” I take offense to this because I have been trying to work this issue with his staff – his medical assistant, Stephanie, and her manager, Donna, in addition to multiple phone calls with the billing office (main point of contact has been Janice) and my insuranceI was really frustrated, and I wanted to let Donna and Stephanie work it out if they could, and let them consult their management (in this case, DrN [redacted] ) as needed if they could not figure it outHowever, that was not the caseThey did not pursue the resolution of my issues as they were adamant that my doctor at their clinic was covered under my insuranceAlso, I started my research on the day of my first appointment (6/29/2016)That day, my insurance told me that the doctor was out-of-network, and when I arrived at the office, Donna, the office manager, assigned Stephanie to verifyWhen she did, Stephanie believed the doctor was in-network based on her initial computer research, which I later found out from my insurance records that she did speak to my insurance that morning and that they had confirmed with her that the acupuncture doctor was actually onetworkHow confusing and inaccurate! Not only that, but on 8/10/016, the day before my last scheduled appointment for 8/11, the EWC medical staff called me three times (morning, mid-morning, and afternoon) to confirm my appointmentDuring each call, I asked them (Donna, Stephanie, and Nicole, respectively) first if they had settled my insurance coverage discrepancy yetAnd each time, they all said they would look into it and call me back – which they did notThey only called to continue to confirm my 8/appointment, and wouldn’t address the main matterSo, for DrN [redacted] to advise me to contact them first because they are “easily approached” is extremely exasperatingThis is especially true because I did in fact approach the office in person, and Stephanie strongly believed that my doctor was in-network Another point - as a medical director who sees a frustrating and confusing situation happening at the front desk, why wouldn’t he or she want to try to help the situation out? At least show some sort of acknowledgement, eye contact, or ask, how can I help? I find this to be a more approachable persona than to walk by the front desk and the printer, and checking his cell phone nearby during our conversation with Stephanie on 8/12/Even if it was busy, total ignorance, or complacency as he referred to, should not be acceptable in any public service I continue to disagree with how DrN [redacted] is defending his medical assistant, Stephanie, who denied having directed offense language to my daughter and I “in a busy front desk area.” I understand that he is trying to protect her, and to protect his business, but there are clear errors in Stephanie’s response as wellAs a medical assistant at the front desk, she states that she took up the courtesy to look up clients’ insurance coverage, although it isn’t the clinic’s responsibilityI am sure she gets these requests with all new clients, since insurance coverage is always confusing, I admit, but if she isn’t sure of her abilities to do so, then why didn’t she reach out to others who would know? Perhaps ask her manager, Donna, who could have helped her assistant; or call the insurance company; or check with the billing office if able, etc.? I haven’t come across many medical offices whose front desk didn’t do further research to ensure that what they are telling their clients is accurate, and if they weren’t 100% sure, they would let clients know and get back with them later Furthermore, Stephanie said that she let my daughter and I “come behind the desk to show [us]” on my “last visit here which was 8/8/2016.” That is inaccurateMy last visit was 8/8/2016, and after multiple phone calls with my insurance and EWC in my attempts to understand if my doctor is covered, I decided to accompany my daughter’s 3:pm appointment on 8/12/so that I could talk to EWC after the appointment to sort out the issue in personStephanie was at the front desk that day, and I really did appreciate her allowing my daughter and I to come behind her desk to see how she found our information, and printing out copies so that we could use it when calling the billing departmentBut as we thanked her again and headed out towards the door at around 4:pm, she dryly chuckled and “jokingly” said that “I was about to strangle you two.” My daughter and I were so shocked and speechless that as we went outside, we had a bad feeling from this unprofessionalism and were insultedI put “jokingly” in quotes because I think it was more of an expression as a result of the frustration, but it is still unacceptable to say something like that in a professional business As a result of EWC’s errors and incorrect accounts, I have become more stressed out and frustrated with them because of their initial mistakes, and my physical health hasn’t been able to reap the full benefits of DrC**’s expertiseThis has led to an unhappy and long-winded situation, and therefore, I refuse to pay the balance of my out-of-network costs Sincerely, [redacted] ***
I have now received a third document, dated 11.10.2016, regarding [redacted] ***'s complaintsregarding our clinic's interactions with her and our handling of her insurance informationShehas continued to reject and call into question all of our response to her complaints Speaking for myself and EWC, we have acknowledged all of Ms***'s concerns, now multipletimes in response, as well as apologized for the misunderstanding over her health insuranceShefurther alleged a comment from an EWC staff member that was inappropriate but has beenstrongly denied by the staff memberNever the less we continue to accept responsibility for anyperceived inappropriate comments between staff and patients and will continue to strive tomaintain a professional and friendly working environment.EWC has treated this ongoing complaint as a learning exercise and has taken corrective action toimprove our research and response to patient insurance issuesWe feel we are doing a good jobin what can be a very difficult and time consuming processAt this time we have no additionalresponse, particularly in light of Ms***' s continued rejection of all of our response, actions,and suggestions Regarding Ms***'s statement that she is refusing to pay the balance of her out of networkinsurance costs I remind her that the provider, Xia C**, is independent of EWC, and handles herown billing through her business (East Asian Medicine I-Ching Acupuncture Clinic)As suchshe needs to direct the issue of withholding payment directly with her and not EWCI have informed Xia C [redacted] of this issue and she is fully aware of the complaints presented on YELP and the Revdex.comShe also has reported to me that she has been in contact with Ms*** I personally thank the Revdex.com for giving small businesses such as ours a fair opportunity to fully respond to complaints such as these
Complaint: [redacted] I am rejecting this response because: Due to the limited number of characters in the original complaint on the Revdex.com website, I tried to include the main highlights of my complaint since I didn’t have enough space to provide more detailsMy rejection to the EWC’s response will include more discrete information of what happened to show that there are inconsistencies and errors in their responses, resulting in my rejection to their responses First, I appreciate the medical director acknowledging that his medical assistant “made a critical initial mistake” and that he and his employees are working on making improvements for the futureHowever, there were a few things that did still does not make sense and are incorrectHe stated that during our interaction that the front desk was busy, however, it was only busy because we were with Stephanie behind the counter to try to understand the disconnectsAnd, there was only one other client who was checking inOther than that, it was not busy as he stated, and it was only about 4:pm on Friday, August 12th In addition, he stated that he “encourages [me] to present [my] insurance issues, and indeed, all complaints directly to clinic management (in this case my office manager and I who are both easily approached).” I take offense to this because I have been trying to work this issue with his staff – his medical assistant, Stephanie, and her manager, Donna, in addition to multiple phone calls with the billing office (main point of contact has been Janice) and my insuranceI was really frustrated, and I wanted to let Donna and Stephanie work it out if they could, and let them consult their management (in this case, DrN [redacted] ) as needed if they could not figure it outHowever, that was not the caseThey did not pursue the resolution of my issues as they were adamant that my doctor at their clinic was covered under my insuranceAlso, I started my research on the day of my first appointment (6/29/2016)That day, my insurance told me that the doctor was out-of-network, and when I arrived at the office, Donna, the office manager, assigned Stephanie to verifyWhen she did, Stephanie believed the doctor was in-network based on her initial computer research, which I later found out from my insurance records that she did speak to my insurance that morning and that they had confirmed with her that the acupuncture doctor was actually onetworkHow confusing and inaccurate! Not only that, but on 8/10/016, the day before my last scheduled appointment for 8/11, the EWC medical staff called me three times (morning, mid-morning, and afternoon) to confirm my appointmentDuring each call, I asked them (Donna, Stephanie, and Nicole, respectively) first if they had settled my insurance coverage discrepancy yetAnd each time, they all said they would look into it and call me back – which they did notThey only called to continue to confirm my 8/appointment, and wouldn’t address the main matterSo, for DrN [redacted] to advise me to contact them first because they are “easily approached” is extremely exasperatingThis is especially true because I did in fact approach the office in person, and Stephanie strongly believed that my doctor was in-network Another point - as a medical director who sees a frustrating and confusing situation happening at the front desk, why wouldn’t he or she want to try to help the situation out? At least show some sort of acknowledgement, eye contact, or ask, how can I help? I find this to be a more approachable persona than to walk by the front desk and the printer, and checking his cell phone nearby during our conversation with Stephanie on 8/12/Even if it was busy, total ignorance, or complacency as he referred to, should not be acceptable in any public service I continue to disagree with how DrN [redacted] is defending his medical assistant, Stephanie, who denied having directed offense language to my daughter and I “in a busy front desk area.” I understand that he is trying to protect her, and to protect his business, but there are clear errors in Stephanie’s response as wellAs a medical assistant at the front desk, she states that she took up the courtesy to look up clients’ insurance coverage, although it isn’t the clinic’s responsibilityI am sure she gets these requests with all new clients, since insurance coverage is always confusing, I admit, but if she isn’t sure of her abilities to do so, then why didn’t she reach out to others who would know? Perhaps ask her manager, Donna, who could have helped her assistant; or call the insurance company; or check with the billing office if able, etc.? I haven’t come across many medical offices whose front desk didn’t do further research to ensure that what they are telling their clients is accurate, and if they weren’t 100% sure, they would let clients know and get back with them later Furthermore, Stephanie said that she let my daughter and I “come behind the desk to show [us]” on my “last visit here which was 8/8/2016.” That is inaccurateMy last visit was 8/8/2016, and after multiple phone calls with my insurance and EWC in my attempts to understand if my doctor is covered, I decided to accompany my daughter’s 3:pm appointment on 8/12/so that I could talk to EWC after the appointment to sort out the issue in personStephanie was at the front desk that day, and I really did appreciate her allowing my daughter and I to come behind her desk to see how she found our information, and printing out copies so that we could use it when calling the billing departmentBut as we thanked her again and headed out towards the door at around 4:pm, she dryly chuckled and “jokingly” said that “I was about to strangle you two.” My daughter and I were so shocked and speechless that as we went outside, we had a bad feeling from this unprofessionalism and were insultedI put “jokingly” in quotes because I think it was more of an expression as a result of the frustration, but it is still unacceptable to say something like that in a professional business As a result of EWC’s errors and incorrect accounts, I have become more stressed out and frustrated with them because of their initial mistakes, and my physical health hasn’t been able to reap the full benefits of DrC**’s expertiseThis has led to an unhappy and long-winded situation, and therefore, I refuse to pay the balance of my out-of-network costs Sincerely, [redacted] ***
I have now received a third document, dated 11.10.2016, regarding [redacted] ***'s complaintsregarding our clinic's interactions with her and our handling of her insurance informationShehas continued to reject and call into question all of our response to her complaints Speaking for myself and EWC, we have acknowledged all of Ms***'s concerns, now multipletimes in response, as well as apologized for the misunderstanding over her health insuranceShefurther alleged a comment from an EWC staff member that was inappropriate but has beenstrongly denied by the staff memberNever the less we continue to accept responsibility for anyperceived inappropriate comments between staff and patients and will continue to strive tomaintain a professional and friendly working environment.EWC has treated this ongoing complaint as a learning exercise and has taken corrective action toimprove our research and response to patient insurance issuesWe feel we are doing a good jobin what can be a very difficult and time consuming processAt this time we have no additionalresponse, particularly in light of Ms***' s continued rejection of all of our response, actions,and suggestions Regarding Ms***'s statement that she is refusing to pay the balance of her out of networkinsurance costs I remind her that the provider, Xia C**, is independent of EWC, and handles herown billing through her business (East Asian Medicine I-Ching Acupuncture Clinic)As suchshe needs to direct the issue of withholding payment directly with her and not EWCI have informed Xia C [redacted] of this issue and she is fully aware of the complaints presented on YELP and the Revdex.comShe also has reported to me that she has been in contact with Ms*** I personally thank the Revdex.com for giving small businesses such as ours a fair opportunity to fully respond to complaints such as these