Envision Pharmaceutical Services, LLC

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 Under the condition that there is tracking providedThank you for resolving the matter [redacted] ***

(Revdex.com copied from original document.)To Whom It May Concern:Envision Pharmaceutical Services, LLC ("Envision") is in receipt of the letter from the Revdex.com ("Revdex.com") dated July 10, In the letter, the Revdex.com requested that Envision provide a response to a complaint received by the Revdex.com from [redacted] ("Complainant"), alleging that Complainant did not receive an Explanation of Benefits ("EOB") per her requestEnvision appreciates the opportunity to offer the following responses to the Complaint:For background, the Complainant is a member of a prescription drug benefit plan that is administered by EnvisionAs the pharmacy benefit management company, Envision administers the prescription drug benefits on behalf of its clients.Our records show that on May 25, 2017, Envision fulfilled Complainant's request and sent her a copy of the requested EOBTo ensure that Complainant received the requested EOB, on July 11, 2017, Envision sent an additional copy of the EOB to Complainant's attention at the email address that Complainant provided in her Revdex.com complaint.Given that Envision has resolved the complaint at issue, we hope that this letter provides the necessary clarity for the Revdex.com to close its fileShould you have any questions, please feel free to contact me via phone at [redacted] or via email at [redacted] Thank you.Sincerely,Tadena S [redacted] Senior Counsel

(Revdex.com copied from original document).Dear Ms [redacted] :Envision Insurance Company ("Envision") is in receipt of the letter from the Revdex.com ("Revdex.com") dated March 29, In the letter, the Revdex.com requested that Envision provide a response to a complaint received by the Revdex.com from [redacted] ("Complainant"), alleging that Complainant is due a replacement check for claims reimbursementEnvision appreciates the opportunity to offer the following response to the Complaint:For background, Envision offers a Medicare approved prescription drug plan ("PDP") called EnvisionRxPlusComplainant is a member of the PDPOur records show that on February 21, 2017, Complainant called Envision regarding a reimbursement checkShe confirmed that she did not cash the reimbursement check and that it had expired because it was after daysComplainant then requested that the check be reissuedBased on the information that the Complainant provided, Envision's Help Desk routed the call to Envision's Accounting departmentHowever, because the reimbursement was a claims reimbursement, Envision's Accounting department routed the call back to the Help Desk to locate the check through the Direct Member Reimbursement processOn March 21, 2017,Complainant called back into the Help Desk and the process repeated itself where the call was routed to Envision's Accounting Department and then routed back to the Help DeskOn April 7, 2017, Envision issued the replacement check and mailed it out via FedEx to ComplainantFedEx tracking confirms that the package was delivered and left at the front door on April 10, 2017.Given that we have resolved the issue, we do not believe that there is any further action required on our part at this time.We hope that this letter provides the necessary clarity for the Revdex.com to close its fileShould you have any questions, please feel free to contact me via phone [redacted] or via emailThank you.Sincerely,Tadena S [redacted]

Good Morning, We have tried looking for this individual in our system utilizing the information providedHowever, we have been unsuccessful in doing soTo help resolve this complaint, we are asking that the individual provide a Member ID, and if she is not the primary member under her plan - the primary member's name and Member ID Thanks

Initial Business Response /* (1000, 6, 2016/02/16) */
Please see attached
Initial Consumer Rebuttal /* (2000, 8, 2016/02/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I feel better knowing that the company is providing additional training to their CSR so that
other members are not put through such a difficult time trying to get their medication
I did receive my money back from Orchards

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI received the check Thank you

To Whom It May Concern:Envision Pharmaceutical Services, LLC (“Envision”) is in receipt of the letter from the Revdex.com (“Revdex.com”) dated May 5, In the letter, the Revdex.com requested that Envision provide a response to a complaint received by the Revdex.com from ** *** (“Complainant”).For
background, the Complainant is a member of a prescription drug benefit plan that is administered by EnvisionAs the pharmacy benefit management company, Envision administers the prescription drug benefits on behalf of its clients.Our records show that on November 13, 2017, Complainant purchased medication out of pocketThe Complainant had prescription drug coverage at the timeOn December 7, 2017, Complainant provided a cash receipt for his out of pocket medication purchase to obtain reimbursement for the medicationComplainant’s request for reimbursement was denied on December 7, because the Direct Member Reimbursement (“DMR”) guidelines require a pharmacy receiptOn December 18, 2017, a new DMR request was initiated over the phone with ComplainantComplainant is correct that his prescription drug benefit plan termed its contract with us on December 31, Complainant called Envision to check on the status of his DMR request on both January 12, 2018, and again on April 11, On April 11, 2018, Complainant was informed that the DMR request had been denied because of the receipt providedOn April 17, 2018, Complainant called Envision to confirm Envision’s receipt of the pharmacy receipt for the prescription drug purchaseEnvision confirmed receipt and advised that reimbursement could take up to eight weeks to processOn April 23, 2018, Complainant contacted Envision to check on the status of the reimbursement but was then informed that his prescription drug plan termed its contract with Envision and as of March 31, 2018, no additional reimbursements would be processed for the prescription drug plan that Complainant was covered under.After reviewing the events in this case, Envision has determined that Complainant initiated a proper DMR request prior to the March 31, date and for that reason, Envision will process a reimbursement accordingly.We hope that this letter provides the necessary clarity for the Revdex.com to close its fileShould you have any questions, please feel free to contact me via phone at *** or via email at ***Thank you. Sincerely,Tadena S***

Initial Business Response /* (1000, 6, 2015/06/11) */
Please see the attached response from Envision Pharmaceutical Services, LLCThank you
Thank you for giving Envision Pharmaceutical Services, LLC ("Envision") the opportunity to
respond to this complaintPer Envision's policies and
procedures based on the requirements of
the Health Insurance Portability and Accountability Act, in order for Envision to speak with a
personal representative or member designated individual, the member needs to provide Envision
with either (i) verbal authorization during each phone call, authorizing Envision to speak with the
personal representative or member designated individual; or (ii) written documentation showing
that the member has appointed the person as a representativeThese processes are in place for the protection of the member
The member is welcome to contact Envision's Help Desk and request a Designation of Personal
Representative form to be completed by the memberOnce the member completes this form and
authorizes Envision to speak with the complainant, Envision would be permitted to address the
issues referenced in the complaint with the complainant, on the member's behalfThe member
may also continue to provide Envision with verbal authorization to speak with the complainant
each time the member calls Envision
Sincerely,
Envision Pharmaceutical Services, LLC

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.
Under the condition that there is tracking provided. Thank you for resolving the matter.
[redacted]

To Whom It May Concern:Envision
Pharmaceutical Services, LLC (“Envision”) is in receipt of the follow-up letter
from the Revdex.com (“Revdex.com”) dated May 15, 2018. In the letter, the
Revdex.com requested that Envision provide a response to the additional information
received by the Revdex.com from [redacted] (“Complainant”).We have reviewed
the documentation provided and Envision will reimburse the Complainant in the
amount of $251.98 for the two out of pocket purchases of prescription drugs.We hope that this
letter provides the necessary clarity for the Revdex.com to close its file. Should you
have any questions, please feel free to contact me via phone at [redacted] or
via email at [redacted]. Thank you.Sincerely,Tadena S[redacted]

Good Morning, We have tried looking for this individual in our system utilizing the information provided. However, we have been unsuccessful in doing so. To help resolve this complaint, we are asking that the individual provide a Member ID, and if she is not the primary member under her plan - the...

primary member's name and Member ID.  Thanks.

(Revdex.com copied from original document.)To Whom It May Concern:Envision Pharmaceutical Services, LLC ("Envision") is in receipt of the letter from the Revdex.com ("Revdex.com") dated July 10, 2017. In the letter, the Revdex.com requested that Envision provide a response to a complaint received by the Revdex.com...

from [redacted] ("Complainant"), alleging that Complainant did not receive an Explanation of Benefits ("EOB") per her request. Envision appreciates the opportunity to offer the following responses to the Complaint:For background, the Complainant is a member of a prescription drug benefit plan that is administered by Envision. As the pharmacy benefit management company, Envision administers the prescription drug benefits on behalf of its clients.Our records show that on May 25, 2017, Envision fulfilled Complainant's request and sent her a copy of the requested EOB. To ensure that Complainant received the requested EOB, on July 11, 2017, Envision sent an additional copy of the EOB to Complainant's attention at the email address that Complainant provided in her Revdex.com complaint.Given that Envision has resolved the complaint at issue, we hope that this letter provides the necessary clarity for the Revdex.com to close its file. Should you have any questions, please feel free to contact me via phone at [redacted] or via email at [redacted]. Thank you.Sincerely,Tadena S[redacted]Senior Counsel

(Revdex.com copied from original document).Dear Ms. [redacted]:Envision Insurance Company ("Envision") is in receipt of the letter from the Revdex.com ("Revdex.com") dated March 29, 2017. In the letter, the Revdex.com requested that Envision provide a response to a complaint received by the Revdex.com from [redacted]...

("Complainant"), alleging that Complainant is due a replacement check for claims reimbursement. Envision appreciates the opportunity to offer the following response to the Complaint:For background, Envision offers a Medicare approved prescription drug plan ("PDP") called EnvisionRxPlus. Complainant is a member of the PDP. Our records show that on February 21, 2017, Complainant called Envision regarding a reimbursement check. She confirmed that she did not cash the reimbursement check and that it had expired because it was after 90 days. Complainant then requested that the check be reissued. Based on the information that the Complainant provided, Envision's Help Desk routed the call to Envision's Accounting department. However, because the reimbursement was a claims reimbursement, Envision's Accounting department routed the call back to the Help Desk to locate the check through the Direct Member Reimbursement process. On March 21, 2017, , Complainant called back into the Help Desk and the process repeated itself where the call was routed to Envision's Accounting Department and then routed back to the Help Desk. On April 7, 2017, Envision issued the replacement check and mailed it out via FedEx to Complainant. FedEx tracking confirms that the package was delivered and left at the front door on April 10, 2017.Given that we have resolved the issue, we do not believe that there is any further action required on our part at this time.We hope that this letter provides the necessary clarity for the Revdex.com to close its file. Should you have any questions, please feel free to contact me via phone [redacted] or via email. Thank you.Sincerely,Tadena S[redacted]