Eterna Vein & Medical Aesthetics

I am writing in response to the complaint filed against Eterna Vein and Medical Aesthetics
•Pt called our office on April to schedule an appointmentWe offer different types ofappointments for our vein patients, a free vein screening, or an ultrasound and varicose vein consult.The vein
screening is not billed to insurance, but the ultrasound and consult is billed to insuranceThedifference on these appointments are explained when they are scheduled and we routinely state theultrasound and consult will be billed to insurancePt was scheduled by our medical assistant as anultrasound and consult with DrMark K** for April 21, (I do not know who the DrL** pt referredto in his complaint is)•Pt called the office on April and left a message on the answering machine to cancel his appointment.Pt called later that day to reschedule his appointmentsI personally rescheduled the appointments and I would not have presented these appointments as a free vein screeningThey were rescheduled to April 22nd.*Pt came to his appointment on the 22nd, presented his insurance card and signed and dated the patientinsurance disclosurePt then had a diagnostic imaging ultrasound by staff done and varicose veinconsult with DrK**Pt was here for approximately hoursI find it hard to imagine that a person whowould have diagnostic testing done and a consult with a doctor for an appointment that lasted over 2hours would assume that to be a free appointmentPt's appointment and consult was billed to hisinsurance company.*The office received payment of $from his insurance company, with $applied to patient'sdeductiblePt was sent a statement on 5/5/showing a patient balance of $703.70.• Pt wrote the office and called stating he should not have been billed as he came in for a free veinscreening we had advertisedI explained the difference in appointments to him and explained that thebalance owed was applied to his deductibleI further explained to him that the advertised free veinscreening he was referencing was clearly stated for April and This was posted on our website,advertised on *** radio and published in separate *** *** newspaper publicationsWe havenot had any other patient complaints or confusionAt no time was he insulted or accused of lyingItold him our scheduling policy and as he continued to argue with me, I refused to engage and told himthat we have a difference in opinion, but regardless his appointment followed office schedulingprocedure and his visit as applied to his deductibleHe insisted he should be charged nothing.•on June 14(letter misdated July 14), as I have not received payment, I sent patient a letter hoping toresolve the matter and offered to write off a $charge for a portion of the ultrasound, leaving apatient portion of $
*On July 2,the pt called in to the officeAs we have phone identification, our receptionist/medicalassistant could clearly see that the pt in question was calling inPlease note she is fully aware of everyaspect of the pt's interaction with the officeThe pt pretended to be a new person calling in to thepractice inquiring the difference between a free vein screening and an ultrasound and consultOurreceptionist accurately described the difference to him as I sat next to her listening to the conversationthat lasted approximately minutesWhen the pt finally identified himself she transferred him to myextension where he again insisted he was scheduled incorrectlyHe stated direct inaccuracies to what Ilistened to him be told by the receptionist, He continued to argue with me that he should not be billedand I told him that I refused to argue with himI told him I tried to work with him by writing off aportion of his bill, but he stated he was not going to pay itHe was treated cordially and not insulted.He informed me that he was going to contact the Revdex.comI told him that was his rightand politely ended the conversation.*In my opinion, the pt was scheduled correctly and accuratelyHe signed the patient insurancedisclosurePatient's insurance was correctly billed and the charges were allowed and applied topatient's deductiblePt received a correct bill from our officeAt that time, I feel the pt did not want topay the bill and started this dialoguePt was never treated with disrespectI have not had any otherissues with patients being confused of the type of appointment they had scheduled or any problem withpatients feeling their insurance was billed incorrectly.*There is no concern with advertising issues as our free vein screening for April clearly listed the dates ofthe free vein screening(please see enclosed)Please feel free to contact me if you have any questions or concern
Sincerely,
Amy
Office Manager
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