Eye Care Center of Northern Colorado, P.C.

We apologize for the inconvenience on this account We do use an outside billing service and there are times when the lag time between receiving a payment, the payment being posted and the report sent to the billing service causes this to happenOur billing department not only makes reminder calls when an account is past due, it also makes a courtesy call to patients who have a current balance due and offers assistance to make payments quickly and securely over the phone Again, due to mail delays it could happen that the billing service knows of the balance due before the patient receives the statement in the mail or, in some instances, before the patient has had an opportunity to open mail These courtesy calls are not intended to be an aggrevation, rather a convenience At this time, this account has been put on an permanent "hold" status so the account is not sent to the billing service under any circumstances Manual statements will be generated and mailed directly from our main office Again, we do apologize for the inconvenience and confusion surrounding our outside billing service procedures The billing service supervisor has also been notified of the patient's concerns and will do an internal investigation on their end for quality control and customer service purposes

I apologize for the continued frustration the patient is experiencing We have made changes to the patient's account to ensure this doesn't happen again Additionally, the billing service has been notified of the issue and is also addressing the problem on their end with the Rep noted in the original complaint due to poor customer service on her part Because this is the only complaint of this specific nature that I have received, I am hopeful that this may be an isolated problem with this account Now that it has been brought to my attention, I will monitor this issue closely If there is anything else I can do to eliminate the patient's frustration, I am happy to consider it At this time, the Eye Care Center has taken appropriate steps to remedy the problem in the future Unfortunately, I can't change what has already happened but appreciate the feedback so that we can improve our customer service and billing process

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

We apologize for the inconvenience on this account.  We do use an outside billing service and there are times when the lag time between receiving a payment, the payment being posted and the report sent to the billing service causes this to happen. Our billing department not only makes...

reminder calls when an account is past due, it also makes a courtesy call to patients who have a current balance due and offers assistance to make payments quickly and securely over the phone.  Again, due to mail delays it could happen that the billing service knows of the balance due before the patient receives the statement in the mail or, in some instances, before the patient has had an opportunity to open mail.  These courtesy calls are not intended to be an aggrevation, rather a convenience.  At this time, this account has been put on an permanent "hold" status so the account is not sent to the billing service under any circumstances.  Manual statements will be generated and mailed directly from our main office.  Again, we do apologize for the inconvenience and confusion surrounding our outside billing service procedures.  The billing service supervisor has also been notified of the patient's concerns and will do an internal investigation on their end for quality control and customer service purposes.

Complaint: [redacted]
I am rejecting this response because:  The response states that the "courtesy calls" could be made due to mail delays, however that is not the case.  In all instances the billing department had cashed our checks at least two weeks before calling and during the phone calls the billing department found the payments.  Clearly these phone calls are being made without checking account status properly.  A simple change in their process could still enable these "courtesy calls" to accounts that need the calls and eliminate calling accounts that are up-to-date in payments.
Sincerely,
[redacted]

I apologize for the continued frustration the patient is experiencing.   We have made changes to the patient's account to ensure this doesn't happen again.  Additionally, the billing service has been notified of the issue and is also addressing the problem on their end with the Rep noted in the original complaint due to poor customer service on her part.  Because this is the only complaint of this specific nature that I have received, I am hopeful that this may be an isolated problem with this account.  Now that it has been brought to my attention, I will monitor this issue closely.  If there is anything else I can do to eliminate the patient's frustration, I am happy to consider it.  At this time, the Eye Care Center has taken appropriate steps to remedy the problem in the future.  Unfortunately, I can't change what has already happened but appreciate the feedback so that we can improve our customer service and billing process.