Fifty Two Eighty Two Dental, PLLC

Dear Ms***,I am responding to your e-mail from earlier today regarding a complaint filed by a patient of mine, *** ***. I reviewed the e-mail that you sent to me with ***’s complaint and when I went into his patient chart and pulled up his financial ledger I was surprised to see a
zero patient balance. His account is paid in full. A little baffled as to what his specific concerns were, I reached out to *** directly. After leaving him a voicemail message this morning, I was able to have a phone conversation with him this afternoon. He was very prepared to give me a specific run down of events as they had occurred. He told me that on 12/20/he received a statement from our office with a “Balance Forward” of $(please see attachment). There was no itemization on this statement, so he called the office on 12/27/The office was closed that week, being the week between Christmas and New Year’s we were not seeing patients, but office manager Tonya was intermittently available to answer phone calls. She happened to be in when *** called. He asked her to provide an explanation for what services totaled $on the statement that he had received a week earlier. She opened his patient ledger and found that he had a zero balance as of the last insurance payment received on 11/14/(please see attachment). She told him that she would need to look into why or how the system generated the statement that he had received on 12/20/17. *** informed me today on the phone that when he had not received any follow up from our office by 1/12/that he went onto the Revdex.com’s website and filed a complaint, and also contacted the Consumer Protection Department through the Boulder County’s District Attorney’s Office. We did receive a call from a representative in their office last week (1/16/18) who spoke with Tonya, and while unable to disclose any specific patient information, Tonya must have mentioned that there was no outstanding patient balance, and the representative said something to the effect of, “I am unsure of what he wants me to do” (referring to ***). Today’s phone conversation with *** went well. I informed him that I would be more than happy to provide him with any detailed account information that he would like. Towards the end of the call he seemed a little embarrassed and asked that I remove him from his scheduled hygiene appointment this week Wednesday (1/24/18), as he indicated that he had found another dentist. I told him that I would be glad to send him our Records Release form to complete and then get his records over to his new dentist. He then recanted his statement about having a new dentist and told me to “retain his records for now”, but still remove him from Wednesday’s schedule mentioning that, “we have a plan…just cancel my cleaning appointment for Wednesday.” I then reached out to a representative through our dental software to see if they could help explain where this mysterious $charge came from that appeared on the 12/15/statement. I spoke with James, who generated a ticket # *-***, he could not figure it out either, other than it must have been via a strange system “glitch”. As of 7/19/when I first saw *** as a patient (he was an established patient of record of the old practice ‘Rosewood Dental’ but I purchased the practice 10/7/and this was my first time seeing *** as a patient), there was a patient credit of $142.50. The “glitch” may have resulted from when the software was converted from the software Rosewood Dental was using to our new software. ***’s ledger completely balances with the credit on it, see attachment, which shows our office procedures (including dates of services) and what was collected from the patient (estimated patient responsibility) and also what was later paid by insurance. We love when we estimate so accurately that we collect the correct amount from the patient at the time of service, this prevents the need for sending out a statement later on. Software representative, James, did mention in the call earlier today, that in order for a statement to be itemized, the services rendered would have to fall between the date of the last statement and the billing date of the current statement (see attached statement for $as an example). What’s worth commenting on is that, ***’s ledger would not have balanced if the patient credit of $was not on his account, so we would have collected that additional amount from ***. To me it seems like the “glitch” with the system was in generating a statement (billing date 12/15/17) that showed the $under “charges” when in all actuality it was actually under “credits” which if categorized correctly the patient would have never received a statement for that billing period. Please reach out to me if this is unclear in anyway. As I best understand the situation, our dental software somehow generated a statement that should not have been generated and as a result it was sent out to the patient. I still can’t determine where the $credit came from, but bonus to ***, because to me it seems that in the software conversion from when we transitioned from Rosewood Dental to Fifty Two Eighty Two Dental, a credit came about, or there was a true credit on his account from when he was seen by Rosewood Dental. His ledger contains completely accurate and no “fraudulent charges”. If he had sent payment in for the statement that he had received 12/20/we would have refunded him because his account was at a zero balance as of 11/14/17. Thank you, Breckglyn RA***, DDSFifty Two Eighty Two Dental, PLLC