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G Randall Barrett Tax Accting

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It is unfortunate that the patient feels her husband was treated mistreated and misinformed.  I have the benefit of sitting next to [redacted] who is our billing supervisor and heard her end of the conversation when it occurred.  She was kindly informing the patient of his responsibilities...

for his scheduled cataract surgery.  She did this with over 2 weeks advanced notice so that the patient would have time to save for the procedure if need be.  The patient adamantly informed [redacted] that he did not have that kind of money.  He also stated that he had insurance and that the surgery should be covered completely. [redacted] attempted to explain to the patient what his insurance would cover, his deductible, and why he would be responsible for the $900 at the time of the surgery.  The patient was not willing to listen.  The patient was clearly not aware that he had a large deductible which had to be met, and would have to be met no matter where he went for cataract surgery.  Jane [redacted] did come down and ask about the incident and was informed that [redacted] had not been disrespectful and had remained composed even after the patient's outburst.The patient's wife also complained that no one explained the cost of her husband's procedure and his responsibilities at the time of the cataract evaluation.  Unfortunately, we were unable to provide the patient with this information at the time of the actual evaluation.  We are providers for over 100 insurances, each with multiple policies.  Before, we were able to provide the patient with the sum of his responsibilities, we had to verify benefits and deductibles. Only after this process were we able to provide the patient with the amounts he would be responsible for at the time of the surgery.  All of this was explained to the patient during the initial cataract evaluation,  and he was even asked to sign a form indicating that he was aware that he would be responsible for any copays or deductibles, He was also informed that he would be notified when that information was obtained.  Again, the patient was informed of his responsibilities with ample time to save up for procedure if needed.  In this case it was over 2 weeks.  The patient is now also requesting a refund of the amount that he paid for services rendered at the time of the evaluation.  Unfortunately, no refund will be granted because these fees were for services rendered and not for services that were scheduled or not performed.  It is unfortunate that the patient felt mistreated and misinformed.  Insurances and their policies are changing all the time, and more and more patients are becoming shell shocked when they find out about their large deductibles when they are going in for surgical procedures.  We strive to make every patient's office visit a pleasant one. We also strive to make the surgical scheduling process, as well as the surgery process, as stress free and informative as possible.  I feel that if this particular patient had read up on his policy and been more aware of his deductibles and copays this whole incident could have been avoided. [redacted]Clinic Manager

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Address: 201 N Buckeye Ave, Abilene, Kansas, United States, 67410-2544

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