Gainesville Family Practice

August 10, 2015Dear Revdex.com:This letter is in response to the letter of complaint that we received dated 8/4/and assigned ID [redacted] The complaintent/patient was scheduled for an appointment in our office for a preemployment physical exam on 7/21/at 3:50pmOur office policy which was signed by the patient states that we require hour notice when cancelling a physical exam or a $fee will be charged for the missed appointmentThe patient called our office at 7:57am on 7/21/and cancelled the appointment stating that he did not get the job and no longer needed the examThe appointment was cancelledThe patient then received a statement for $from our office and contacted our billing department at which time he proceeded to inform our billing manager that the receptionist that he spoke with informed him that he would not be chargedHe could not give the name of who he spoke toOur front desk staff are not authorized to waive any fees or inform our patients that any fees may be waivedThis patient never spoke with the office administrator or the billing manager the date of the cancellation to discuss the waiving of any feesWe have charged the patient in accordance with our policy, which the patient was made aware of previously and signed in acknowledgement.Sincerely,Allison ECPC Practice Manager

August 10, Dear Revdex.com: This letter is in response to the letter of complaint that we received dated 8/4/and assigned ID [redacted] The complaintent/patient was scheduled for an appointment in our office for a preemployment physical exam on 7/21/at 3:50pmOur office policy which was signed by the patient states that we require hour notice when cancelling a physical exam or a $fee will be charged for the missed appointmentThe patient called our office at 7:57am on 7/21/and cancelled the appointment stating that he did not get the job and no longer needed the examThe appointment was cancelledThe patient then received a statement for $from our office and contacted our billing department at which time he proceeded to inform our billing manager that the receptionist that he spoke with informed him that he would not be chargedHe could not give the name of who he spoke toOur front desk staff are not authorized to waive any fees or inform our patients that any fees may be waivedThis patient never spoke with the office administrator or the billing manager the date of the cancellation to discuss the waiving of any feesWe have charged the patient in accordance with our policy, which the patient was made aware of previously and signed in acknowledgement.Sincerely,Allison E CPC Practice Manager

I was out of the office on maternity leave, I returned this weekThis why the complaint has not been addressed until today.*** *** brought his children to our office for well child visitsHe contacted our billing department after receiving a bill for a service that was not covered under his
insurance planDue to the number of varying insurance plans we are not able to identify each and every covered service for each insurance planIt is the patients responsibility to know what is covered under their insurance planWith that being said, our policy is to perform a well child visit that includes labwork, hearing and vision screening, as these are the standard tests for children and often required for any forms that need to be completedUnder *** ***'s plan the hearing screening was not a covered serviceThis was not something that we were made aware of in advance by the patient, which if brought to our attention by the patient that a service is not covered, we then allow them to decide whether they would like to decline the serviceWe were not made aware that the service was not covered until we billed the insurance and received the explanation of benefits that comes with the payment from the insurance company

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I am not arguing the policy, but I completely understand it. The entire reason I called was to see if I would get charged or not. I specifically said to the receptionist that if I WAS going to get charged, I would simply show up for the FREE appointment. If I was planning on simply and knowingly incurring the $charge, it would have been pointless for me to call. I did not get the name of the receptionist. When does anyone ever get the name of a front desk receptionist when calling an office? While the practice is making the argument that the front desk is not permitted to advise patients on waived fees, the front desk representative acted out of policy. Looking at the totality of the situation, the practice has no counter-argument as to why I would have bothered to call and speak with anyone if I was going to knowingly incur a $fee. What would be the point in calling? I request this complaint to go above the inept office administrator and to the Doctor of the practice.
Regards,
*** ***

August 10, 2015
Dear Revdex.com:
This letter is in response to the letter of complaint that we received dated 8/4/15 and assigned ID [redacted]. The complaintent/patient was scheduled for an appointment in our office for a preemployment physical exam on 7/21/15 at 3:50pm. Our office policy...

which was signed by the patient states that we require 24 hour notice when cancelling a physical exam or a $75.00 fee will be charged for the missed appointment. The patient called our office at 7:57am on 7/21/15 and cancelled the appointment stating that he did not get the job and no longer needed the exam. The appointment was cancelled. The patient then received a statement for $75.00 from our office and contacted our billing department at which time he proceeded to inform our billing manager that the receptionist that he spoke with informed him that he would not be charged. He could not give the name of who he spoke to. Our front desk staff are not authorized to waive any fees or inform our patients that any fees may be waived. This patient never spoke with the office administrator or the billing manager the date of the cancellation to discuss the waiving of any fees. We have charged the patient in accordance with our policy, which the patient was made aware of previously and signed in acknowledgement.Sincerely,Allison E.
CPC Practice Manager

August 10, 2015Dear Revdex.com:This letter is in response to the letter of complaint that we received dated 8/4/15 and assigned ID [redacted]. The complaintent/patient was scheduled for an appointment in our office for a preemployment physical exam on 7/21/15 at 3:50pm. Our office policy which was signed by...

the patient states that we require 24 hour notice when cancelling a physical exam or a $75.00 fee will be charged for the missed appointment. The patient called our office at 7:57am on 7/21/15 and cancelled the appointment stating that he did not get the job and no longer needed the exam. The appointment was cancelled. The patient then received a statement for $75.00 from our office and contacted our billing department at which time he proceeded to inform our billing manager that the receptionist that he spoke with informed him that he would not be charged. He could not give the name of who he spoke to. Our front desk staff are not authorized to waive any fees or inform our patients that any fees may be waived. This patient never spoke with the office administrator or the billing manager the date of the cancellation to discuss the waiving of any fees. We have charged the patient in accordance with our policy, which the patient was made aware of previously and signed in acknowledgement.Sincerely,Allison E. CPC Practice Manager