7/17/2017Complaint ID # [redacted] / [redacted]On 4/17/2017, URS Medical provided 14 cans of formula and collected a co-insurance payment of $146.34. On 5/24/2017 the claim to United Healthcare was denied stating that formula is not a covered service under the patient’s plan. On...
6/20/2017, the CSR (Customer Service Representative) called the family to advise that the claim had denied and formula is not covered under their plan and the out of pocket cost for the formula is $55 per can. The family advised the CSR that all 14 cans of formula were never opened and were requesting to return the formula. CSR received approval from Supervisor to pick up formula and have the patient cover the cost of the re-stocking fee that URS Medical would have to pay to the vendor. The CSR was incorrectly informed of the cost of the re-stocking fee which she then informed the family of. The family was informed the re-stocking fee would be close to $200 (the actual re-stocking fee was $81.17). On 6/21/2017, Supervisor spoke to Mr. [redacted] and agreed to pick up the formula at no additional cost and to refund the full amount paid back to the family. The Accounting Department was advised to refund $146.34 to the [redacted] family.On 7/17/2017, The Accounting Department processed the refund of $146.34 back to the patient’s credit card.
7/17/2017Complaint ID # [redacted] / [redacted]On 4/17/2017, URS Medical provided 14 cans of formula and collected a co-insurance payment of $146.34. On 5/24/2017 the claim to United Healthcare was denied stating that formula is not a covered service under the patient’s plan. On...
6/20/2017, the CSR (Customer Service Representative) called the family to advise that the claim had denied and formula is not covered under their plan and the out of pocket cost for the formula is $55 per can. The family advised the CSR that all 14 cans of formula were never opened and were requesting to return the formula. CSR received approval from Supervisor to pick up formula and have the patient cover the cost of the re-stocking fee that URS Medical would have to pay to the vendor. The CSR was incorrectly informed of the cost of the re-stocking fee which she then informed the family of. The family was informed the re-stocking fee would be close to $200 (the actual re-stocking fee was $81.17). On 6/21/2017, Supervisor spoke to Mr. [redacted] and agreed to pick up the formula at no additional cost and to refund the full amount paid back to the family. The Accounting Department was advised to refund $146.34 to the [redacted] family.On 7/17/2017, The Accounting Department processed the refund of $146.34 back to the patient’s credit card.