Fremont Spine & Wellness

Fremont Spine and Wellness (FSW) had changed hands in ownership in October of 2015, and had experienced a full turnover in billing and front desk staff from that time to current, as well as new ownership. Due to the changeover in staff, our current staff had just begun reconciling old bills and past...

due balances this month, including the patient/account in question. Our current staff had re-verified this patient's benefits before sending out a statement, and found that it is indeed a valid balance owed. Our current staff had contacted this patient in September, unaware of what the previous staff had told him, in attempt to collect the balance. All professional courtesies were extended, and it was requested that he respond within 15 days before further action was taken.
As the owner, I have reviewed the account and have found the balance to be valid and owed. I have also found there was indeed confusion and miscommunication with the previous staff in relaying his correct balance owed, and the patient did do his due diligence to pay at the time of each visit. In all fairness, it is the patient's responsibility to be self-informed about their insurance, including co pays and deductibles they are responsible for, and what is owed. As a courtesy to the patient, FSW performs verifications to their insurance. Whether the information the previous staff had verified was clerical error, or misinformation relayed to them from the insurance company, it was still not the correct information. I have since reached out to the patient to let him know we have written off the balance in attempt to resolve this error in communication, and mend relations. 
A little bit about our policies, and how FSW came to this conclusion that the balance was valid, errors found, and corrections made:
FSW's billing policy is to verify with a second set of eyes before a bill like this is sent out. As a courtesy to the patient we verify their insurance and let them know what the quote was per visit. However, this is only a quote, once the patient's claims started processing it went towards the patient's deductible, and that is why the patient had a balance.FSW pulled every single claim from the patient’s insurance to make sure what we had in our system matched what was given to us from the insurance company. The balance ended being verified and correctly billed out. FSW emailed the patient the explanation of payments from his insurance company which had the claim number and detailed information about that claim. Our company confirmed that the patient owed for their deductible with their insurance company before the bill was sent out.  
In contacting that patient, the current FSW staffed requested that he responds to the email within 15 days or collections activities may be taken. It is our policy to work with the patient when they respond before collections happen. Due to the course of communication with the patient, we had not reached that point in communication.
We have since contacted and resolved the issue with the patient as stated above, and hope it is satisfactory for all parties.

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.
The business had changed ownership and all fault was with previous management/staff, not the current one. They eventually were very accommodating and worked things out with me, and everything has been resolved amicably.  I feel the new staff and management will be trustworthy and efficient.Sincerely, [redacted]