Hanger, Inc

We can close this case with a positive resolution. Patient was called to discuss what he is requesting. A screw that holds the joints together is broken. The practitioner that saw the patient also mentioned potentially needing new braces as they appeared worn with chips and cracks....

Custom Composite is the manufacture of the AFO. Will contact manufacture for replacement screws. Then scheduled appointment to replace screw. [redacted] CPO/LPO Round Rock Clinic Manager

Contacted Aetna - ###-###-#### on 4/10/15 Spoke with Stacie REF#[redacted].  Stacie indicated the claim denied 12/29/14 as not medically necessary.  Aetna has received the appeal on 4/6/15 and it is sitting in a received status. Appealed claims are not typically submitted electronically due to the additional documentation that also needs to be submitted along with the appeal.  That is why the appealed claim was sent by mail as opposed to electronically as it was done the first time. The appeal has not been processed yet.  Once the appeal has been processed accordingly , Hanger can and will provide the proper patient billing statement based on the details of the EOB (explanation of benefits). As the claim is in appeal status, no patient statements can be issued at this time. The payment on the brace was paid in full according to the contract and is at a zero balance.

The patient was seen at Depaul Hospital. There shouldhave been something in her paperwork that she signed at the Hospital. Thepatient is responsible for the charge. Her insurance denied saying not coveredunder patients benefits plan and that patient is responsible.Thank...

you[redacted]Payment Posting Supervisor/Hospital Billing & Collections Supervisor[redacted]
[redacted]Phoenix, AZ 85042Ph# ###-###-####Fax: ###-###-####[redacted]@hanger.com

To whom it may concern, Mr. [redacted] received a walking boot from one of our remote delivery sites (RDL) on 3-28-2016.  RDLs are often requested from Drs. Offices, Urgent Cares, and Emergency Departments.  An RDL makes it easier for these facilities to deliver durable medical...

equipment without the hassle of billing and inventory.  Hanger handles these duties for the facility.  This also saves the patient a trip to one of our patient care centers.  Mr. [redacted] received a bill for 155 dollars from Hanger.  This was the contracted amount for the boot with his insurance.  He received a bill for the entire amount due to the fact his deductible was not met.  Mr. [redacted] claims the boot was defective.  Due to Mr. [redacted] claim, and without seeing the boot to verify its state, a free replacement was offered.  He did not contact Hanger regarding the boot until he received a bill.  Our first correspondence with Mr. [redacted] was 5-25-2016.  He claims he called the Drs. office where he received the boot, but did not receive a call back.  It was explained to Mr. [redacted] that we are a separate entity than the Drs. office and he should have called Hanger.  Hanger’s contact information was delivered to him with the boot and the Verification of Receipt that he signed when he received the boot in the Drs office.  Mr. [redacted] did not seem motivated to come to an agreement as he hung up on multiple Hanger employees.  When he was on the line, he spoke over the Hanger employees and did not allow for any constructive conversation.  Unfortunately we were unable to come to a conclusion as Mr. [redacted] decided to end any and all conversation. [redacted] Hanger Clinic, Colorado Springs [redacted]

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.
Regards,
[redacted]

Full refund was issued to Medicare and AARP.

Tell us why here...Hanger spoke with the client and has accepted the product provided as a return. The patient will not receive any further invoices for the services provided.

Good Morning,I have contacted the Revdex.com and spoke with; [redacted]
[redacted] Dispute Resolution SpecialistI have sent [redacted] an email at [redacted] request with the steps we have taken to resolve Mrs. [redacted]'s complaint.Thank you,[redacted]...

[redacted]Certified Orthotic Fitter

I spoke with Ms. [redacted] today regarding a refund. I explained that since the items were custom made and every attempt was made to help her, that a refund would not be provided. Tonya Tittle CPed had gone above and beyond to accommodate Ms. [redacted]'s schedule and help with her diagnosis. Ms. [redacted] asked if there was a different clinician that might be able to fit her with new inserts to which I responded that Tonya Tittle CPed, has the most experience and would be the best clinician we have to fill the prescription. No further contact is required.Thanks[redacted]Area Clinic ManagerHanger Clinic1561 San Marco BlvdJacksonville, FL 32207Office: 904-390-1766Fax: 904-390-0959[redacted]Empowering Human Potential

Good morning, Thank you for passing along this concern. We have uploaded this information into our formal customer feedback system and are seeking resolution from upper management regarding this issue. Please let us know if we can be...

of additional assistance and have a great day!

I have forwarded patient's request to Elise Lamb, Area Administrative Manager.  Respectfully, [redacted], Patient Care Representative

**Forwarded on behalf of [redacted], RVP Hanger Clinic Mid Atlantic Region** Dear Ms. [redacted], We received your letter dated 7/8/2016 with regards to complaint #[redacted].  Thank you for providing us with the opportunity to respond.  As the leading provider of prosthetic and orthotic patient care in the United States, we believe it is our responsibility to provide the highest quality clinical care and service to our patients, customers, and the medical community. We strive for unsurpassed customer service so we take all concerns very seriously. As a member of the medical community, protecting patient privacy is of utmost concern.  Federally-mandated HIPAA regulations limit our ability to provide information related to any of our patients.  We can, however, share our process with you. Each Hanger Clinic location has quality assurance information prominently displayed in their reception areas for the benefit of our customers.  The quality assurance hotline can be used by our customers to report both compliments and concerns.  Once a call is received, the report is logged and the local regional management team is contacted with the details.  The regional management will then contact the customer and the local clinic to determine the best course of action.  Once a resolution plan is discussed with and approved by the customer, it is implemented by the Hanger Clinic staff.  This approach and process is applied to all customer concerns whether they come to us through our quality line or from other sources. Again, we would like to thank you for the opportunity to respond. Respectfully, [redacted], Regional Vice-President Mid Atlantic Region The information transmitted is the property of Hanger and is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material.  Any review, retransmission, dissemination or other use of, or taking any action in reliance upon, this information by persons or entities other than the intended recipients is prohibited.  If you received this in error, please contact the sender and delete the material from any computer.

January 15, 2015  Dear Representative Revdex.com, We received your letter dated 1/12/2015 with regards to complaint ID of [redacted]  Thank you for providing us with the opportunity to respond.   As the leading provider of...

prosthetic and orthotic patient care in the United States, we believe it is our responsibility to provide the highest quality clinical care and service to our patients, customers, and the medical community. We strive for unsurpassed customer service so we take all concerns very seriously.  As a member of the medical community, protecting patient privacy is of utmost concern.  Federally-mandated HIPAA regulations limit our ability to provide information related to any of our patients.  We can, however, share our process with you. Each Hanger Clinic location has quality assurance information prominently displayed in their reception areas for the benefit of our customers.  The quality assurance hotline can be used by our customers to report both compliments and concerns.  Once a call is received, the report is logged and the local regional management team is contacted with the details.  The regional management will then contact the customer and the local clinic to determine the best course of action.  Once a resolution plan is discussed with and approved by the customer, it is implemented by the Hanger Clinic staff.   This approach and process is applied to all customer concerns whether they come to us through our quality line or from other sources. Again, we would like to thank you for the opportunity to respond. Respectfully, [redacted]Regional Director