Gateau Physical Therapy

We are in receipt of your letter dated February 10, regarding the case for [redacted] # [redacted] We have not received an email from the Revdex.com, but will be happy to respond to your inquiry[redacted] was seen in our California, MD facility and was given a benefit information form that listed her portion of services renderedClaims do take up to 4-weeks to be processed by insurance and [redacted] was informed of thatFrequently, patients will finish their therapy and may have made payments on claims that were for earlier dates of serviceThis happened in [redacted] 's caseAfter she had completed therapy, her claims continued to processShe was sent statements at the end of each month (usually around the 30" of the month) and our billing states that payments are due upon receipt of the statement [redacted] had also signed a form at the time of her initial visit, informing her of our billing policy.Patient claims are processed by their insurance and the insurance company will usually send the patient an explanation of benefitsThis notifies the patient of any balance they may owe the providerI did speak with [redacted] and asked if she had received any explanations of benefits, to which she replied, "I only get them every few months." Since [redacted] stated that she had not received prior statements, I confirmed her mailing addressShe verified that the address We had on file was correctexplained that we did not receive any return mail and could not explain why she didn't receive the prior months billsOur policy clearly states that if no payment is received, we will assess a $late feeAs a courtesy, before accounts are turned over to a Collection agency, we telephone our late accountsThis was the call [redacted] received from AmandaIn return for making her payment at the time of our call, I agreed to waive the collection fee of $we had assessedShe was still responsible for the iate fee, howeverA copy of the statement was also mailed to her address on file[redacted] Contacted our office in late January after receiving the statement sent to her on 12/29/to request a refund of the late feeI explained to her that we do not refund the late fee and offered to have her speak with the office manager, FranFran verified what was previously stated, we do not refund the late feeWe are sorry that [redacted] feels that we have somehow been not forthright in our dealings, but this is our policy and it was clearly stated on the form she signedWe do not call our patients to ask them for paymentsThis is their responsibilityunderstand she stated she had not received the statements, but we did send them out in good faithI have attached a copy a single claim line for you to reviewIt shows we sent a statement to [redacted] on 10/31/16; 11/30/16; and on 12/29/The late fee was assessed on 11/30/after no payment had been received.I am also including the copy of the Patient Payment Policy [redacted] signed for your reviewWe strive to provide all of our patients with professional care and courtesyI am sorry that [redacted] feels she was not given this.l look forward to your response.Sincerely,Peggy T [redacted] Accounts SpecialistFran W [redacted] Office Manager

We are in receipt of your letter dated February 10, 2017 regarding the case for [redacted] #[redacted]. We have not received an email from the Revdex.com, but will be happy to respond to your inquiry.[redacted] was seen in our California, MD facility and was given a benefit information form that listed...

her portion of services rendered. Claims do take up to 4-6 weeks to be processed by insurance and [redacted] was informed of that. Frequently, patients will finish their therapy and may have made payments on claims that were for earlier dates of service. This happened in [redacted]'s case. After she had completed therapy, her claims continued to process. She was sent statements at the end of each month (usually around the 30" of the month) and our billing states that payments are due upon receipt of the statement. [redacted] had also signed a form at the time of her initial visit, informing her of our billing policy.Patient claims are processed by their insurance and the insurance company will usually send the patient an explanation of benefits. This notifies the patient of any balance they may owe the provider. I did speak with [redacted] and asked if she had received any explanations of benefits, to which she replied, "I only get them every few months." Since [redacted] stated that she had not received 2 prior statements, I confirmed her mailing address. She verified that the address We had on file was correct. explained that we did not receive any return mail and could not explain why she didn't receive the prior 2 months bills. Our policy clearly states that if no payment is received, we will assess a $25.00 late fee. As a courtesy, before accounts are turned over to a Collection agency, we telephone our late accounts. This was the call [redacted] received from Amanda. In return for making her payment at the time of our call, I agreed to waive the collection fee of $8.35 we had assessed. She was still responsible for the iate fee, however. A copy of the statement was also mailed to her address on file.[redacted] Contacted our office in late January after receiving the statement sent to her on 12/29/16 to request a refund of the late fee. I explained to her that we do not refund the late fee and offered to have her speak with the office manager, Fran. Fran verified what was previously stated, we do not refund the late fee. We are sorry that [redacted] feels that we have somehow been not forthright in our dealings, but this is our policy and it was clearly stated on the form she signed. We do not call our patients to ask them for payments. This is their responsibility. understand she stated she had not received the statements, but we did send them out in good faith. I have attached a copy a single claim line for you to review. It shows we sent a statement to [redacted] on 10/31/16; 11/30/16; and on 12/29/16. The late fee was assessed on 11/30/16 after no payment had been received.I am also including the copy of the Patient Payment Policy [redacted] signed for your review. We strive to provide all of our patients with professional care and courtesy. I am sorry that [redacted] feels she was not given this.l look forward to your response.Sincerely,Peggy T[redacted] Accounts SpecialistFran W[redacted]  Office Manager