Good day, I am responding in regard to the [redacted] ’s family complaint Copy of the original complaint attached#1f497d;"> When we first verified benefits with [redacted] ’ s insurance company – we were misquoted Aetna gave our Office Administrator incorrect information Mrs [redacted] stated that we were misquoted and she felt that her deductible was satisfied The office administrator called the insurance company back and in fact Aetna indicated that they gave us the incorrect benefit informationAs a result - we immediately contacted Aetna and it was confirmed that the Aetna Customer service representative misquoted [redacted] ’s benefits I called Mrs [redacted] and explained her son’s benefits I also apologized for any confusion that her insurance company may have caused and we rescheduled [redacted] immediately [redacted] was re-cast and his device was delivered today Hanger Clinic prides itself in looking out for each and every one of our patients and providing exceptional care We will be here for [redacted] , and all of our patients Please let me know if you require additional informationI would be happy to provide clinical notes – but will not be able to do that without a release from [redacted] ’s mother or Father If you have any questions or concerns, please ask Exceptional care is one of our commitments Pam Wrobel Area Administrative Manager South & Central Texas Hanger Clinic Office: Cell: EFax: Empowering Human Potential www.Hanger.com
Good morning/afternoon, Thank you for passing along this concernWe have uploaded this information into our formal customer feedback system and are seeking resolution from upper management regarding this issuePlease let us know if we can be of additional assistance and have a great day!
Complaint: [redacted] I am rejecting this response because: Revdex.com Please let me access all information I need to be reimbursed for what I paidI was recently contacted by a Jeff from Hanger, to let them contact by DRso they could refit old inserts in newer shoes I have a feeling I am missing some correspondenceI at first thought let us see, but I contacted my DR., and was told not to use them, my feet were not better in spite of their attempts I also just feel this is another attempt for them not to reimburse me It is not right to be forced in to more attempts by them, which may result in only frustration and worsening foot conditions (Which all costs me time and money.) I have also contacted my credit card company, to have them help with the charge on 1/6/from Hanger.Sincerely, [redacted] ARNP, CRNA
Complaint: [redacted] I am rejecting this response because: I was not notified in advance that I would be charged for thisThere is nothing in any of my paperwork about it Regards, [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 I wouild like to ask if Hanger would be willing to refund me the they charged me for the screwI did a lot of work for them so that they coul order the screwI tracked down the name of the company and the phone number for them to callI also was more than paitent with them through this whole ordealFor them to charge me for the part that they should have been able to track down I don't feel is rightI also had to call their corporate office and get a call from Elise Lamb who is in management to get the ball rollingAgain this was an effort on my part as well and time I could have been using elsewhereI would like to also recive a report from MsLamb regarding her findings as she advised she was looking into the issueRegards, [redacted]
I spoke with Ms [redacted] today regarding a refundI explained that since the items were custom made and every attempt was made to help her, that a refund would not be providedTonya Tittle CPed had gone above and beyond to accommodate Ms [redacted] 's schedule and help with her diagnosisMs [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 prescriptionNo further contact is required.Thanks [redacted] ***Area Clinic ManagerHanger ClinicSan Marco BlvdJacksonville, FL 32207Office: 904-390-1766Fax: 904-390-[redacted] Empowering Human Potential
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] ***
**Forwarded on behalf of [redacted] , RVP Hanger Clinic Mid Atlantic Region [redacted] Dear Ms***, We received your letter dated 7/8/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 communityWe strive for unsurpassed customer service so we take all concerns very seriouslyAs 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 youEach 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 sourcesAgain, we would like to thank you for the opportunity to respondRespectfully, [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
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 I filed a complaint on 3/28/against The Hanger Clinic of Northern California....Their Headquarters are located in Austin TexasI am trying to end the complaint because the issue has been resolved !!!! Regards, [redacted]
To whom it may concern, Mr [redacted] received a walking boot from one of our remote delivery sites (RDL) on 3-28- RDLs are often requested from DrsOffices, 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 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- He claims he called the Drsoffice 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 Drsoffice 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]
Good Morning,I have contacted the Revdex.com and spoke with; [redacted] Dispute Resolution SpecialistI have sent *** an email at [redacted] request with the steps we have taken to resolve Mrs [redacted] 's complaint.Thank you, [redacted] , [redacted] [redacted] Certified Orthotic Fitter
We can close this case with a positive resolutionPatient was called to discuss what he is requestingA screw that holds the joints together is brokenThe 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 AFOWill contact manufacture for replacement screwsThen scheduled appointment to replace screw [redacted] CPO/LPO Round Rock Clinic Manager
Revdex.comPlease let me access all information I need to be reimbursed for what I paidI was recently contacted by a Jeff from Hanger, to let them contact by DRso they could refit old inserts in newer shoes I have a feeling I am missing some correspondence.I at first thought let us see, but I contacted my DR., and was told not to use them, my feet were not better in spite of their attempts I also just feel this is another attempt for them not to reimburse me It is not right to be forced in to more attempts by them, which may result in only frustration and worsening foot conditions (Which all costs me time and money.)I have also contacted my credit card company, to have them help with the charge on 1/6/from Hanger.Sincerely, [redacted] ARNP, CRNA
The patient was seen at Depaul HospitalThere shouldhave been something in her paperwork that she signed at the HospitalThepatient is responsible for the chargeHer insurance denied saying not coveredunder patients benefits plan and that patient is responsible.Thank you [redacted] Payment Posting Supervisor/Hospital Billing & Collections Supervisor [redacted] ***Phoenix, AZ 85042Ph# ###-###-####Fax: ###-###-#### [redacted] @hanger.com
I tried contacting Mrs [redacted] on the number listed on the complaint several times but have been unable to speak with her I have also sent an email to the email address listed asking Mrs [redacted] to contact me I have not received a phone call or a return email Since I have been unable to contact Mrs [redacted] , I have removed her from our collections company as well as issued a refund for her original payment When I am able to reach Mrs [redacted] , I will be offering her a follow up visit to one of our locations to reevaluate the shoes for replacement at no cost to Mrs [redacted] [redacted] Certified Orthotic Fitter
Good morning/afternoon,Thank you for passing along this concernWe have uploaded this information into our formal customer feedbacksystem and are seeking resolution from upper management regarding this issuePlease let us know if we can be ofadditional assistance and have a great day!
Tell us why here...Hanger spoke with the client and has accepted the product provided as a returnThe patient will not receive any further invoices for the services provided
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]
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.
Good day, I am responding in regard to the [redacted] ’s family complaint Copy of the original complaint attached#1f497d;"> When we first verified benefits with [redacted] ’ s insurance company – we were misquoted Aetna gave our Office Administrator incorrect information Mrs [redacted] stated that we were misquoted and she felt that her deductible was satisfied The office administrator called the insurance company back and in fact Aetna indicated that they gave us the incorrect benefit informationAs a result - we immediately contacted Aetna and it was confirmed that the Aetna Customer service representative misquoted [redacted] ’s benefits I called Mrs [redacted] and explained her son’s benefits I also apologized for any confusion that her insurance company may have caused and we rescheduled [redacted] immediately [redacted] was re-cast and his device was delivered today Hanger Clinic prides itself in looking out for each and every one of our patients and providing exceptional care We will be here for [redacted] , and all of our patients Please let me know if you require additional informationI would be happy to provide clinical notes – but will not be able to do that without a release from [redacted] ’s mother or Father If you have any questions or concerns, please ask Exceptional care is one of our commitments Pam Wrobel Area Administrative Manager South & Central Texas Hanger Clinic Office: Cell: EFax: Empowering Human Potential www.Hanger.com
Good morning/afternoon, Thank you for passing along this concernWe have uploaded this information into our formal customer feedback system and are seeking resolution from upper management regarding this issuePlease let us know if we can be of additional assistance and have a great day!
Complaint: [redacted] I am rejecting this response because: Revdex.com Please let me access all information I need to be reimbursed for what I paidI was recently contacted by a Jeff from Hanger, to let them contact by DRso they could refit old inserts in newer shoes I have a feeling I am missing some correspondenceI at first thought let us see, but I contacted my DR., and was told not to use them, my feet were not better in spite of their attempts I also just feel this is another attempt for them not to reimburse me It is not right to be forced in to more attempts by them, which may result in only frustration and worsening foot conditions (Which all costs me time and money.) I have also contacted my credit card company, to have them help with the charge on 1/6/from Hanger.Sincerely, [redacted] ARNP, CRNA
Complaint: [redacted] I am rejecting this response because: I was not notified in advance that I would be charged for thisThere is nothing in any of my paperwork about it Regards, [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 I wouild like to ask if Hanger would be willing to refund me the they charged me for the screwI did a lot of work for them so that they coul order the screwI tracked down the name of the company and the phone number for them to callI also was more than paitent with them through this whole ordealFor them to charge me for the part that they should have been able to track down I don't feel is rightI also had to call their corporate office and get a call from Elise Lamb who is in management to get the ball rollingAgain this was an effort on my part as well and time I could have been using elsewhereI would like to also recive a report from MsLamb regarding her findings as she advised she was looking into the issueRegards, [redacted]
I spoke with Ms [redacted] today regarding a refundI explained that since the items were custom made and every attempt was made to help her, that a refund would not be providedTonya Tittle CPed had gone above and beyond to accommodate Ms [redacted] 's schedule and help with her diagnosisMs [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 prescriptionNo further contact is required.Thanks [redacted] ***Area Clinic ManagerHanger ClinicSan Marco BlvdJacksonville, FL 32207Office: 904-390-1766Fax: 904-390-[redacted] Empowering Human Potential
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] ***
**Forwarded on behalf of [redacted] , RVP Hanger Clinic Mid Atlantic Region [redacted] Dear Ms***, We received your letter dated 7/8/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 communityWe strive for unsurpassed customer service so we take all concerns very seriouslyAs 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 youEach 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 sourcesAgain, we would like to thank you for the opportunity to respondRespectfully, [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
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 I filed a complaint on 3/28/against The Hanger Clinic of Northern California....Their Headquarters are located in Austin TexasI am trying to end the complaint because the issue has been resolved !!!! Regards, [redacted]
To whom it may concern, Mr [redacted] received a walking boot from one of our remote delivery sites (RDL) on 3-28- RDLs are often requested from DrsOffices, 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 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- He claims he called the Drsoffice 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 Drsoffice 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]
Good Morning,I have contacted the Revdex.com and spoke with; [redacted] Dispute Resolution SpecialistI have sent *** an email at [redacted] request with the steps we have taken to resolve Mrs [redacted] 's complaint.Thank you, [redacted] , [redacted] [redacted] Certified Orthotic Fitter
We can close this case with a positive resolutionPatient was called to discuss what he is requestingA screw that holds the joints together is brokenThe 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 AFOWill contact manufacture for replacement screwsThen scheduled appointment to replace screw [redacted] CPO/LPO Round Rock Clinic Manager
Revdex.comPlease let me access all information I need to be reimbursed for what I paidI was recently contacted by a Jeff from Hanger, to let them contact by DRso they could refit old inserts in newer shoes I have a feeling I am missing some correspondence.I at first thought let us see, but I contacted my DR., and was told not to use them, my feet were not better in spite of their attempts I also just feel this is another attempt for them not to reimburse me It is not right to be forced in to more attempts by them, which may result in only frustration and worsening foot conditions (Which all costs me time and money.)I have also contacted my credit card company, to have them help with the charge on 1/6/from Hanger.Sincerely, [redacted] ARNP, CRNA
The patient was seen at Depaul HospitalThere shouldhave been something in her paperwork that she signed at the HospitalThepatient is responsible for the chargeHer insurance denied saying not coveredunder patients benefits plan and that patient is responsible.Thank you [redacted] Payment Posting Supervisor/Hospital Billing & Collections Supervisor [redacted] ***Phoenix, AZ 85042Ph# ###-###-####Fax: ###-###-#### [redacted] @hanger.com
I have forwarded patient's request to Elise Lamb, Area Administrative Manager Respectfully, [redacted] , Patient Care Representative
I tried contacting Mrs [redacted] on the number listed on the complaint several times but have been unable to speak with her I have also sent an email to the email address listed asking Mrs [redacted] to contact me I have not received a phone call or a return email Since I have been unable to contact Mrs [redacted] , I have removed her from our collections company as well as issued a refund for her original payment When I am able to reach Mrs [redacted] , I will be offering her a follow up visit to one of our locations to reevaluate the shoes for replacement at no cost to Mrs [redacted] [redacted] Certified Orthotic Fitter
Good morning/afternoon,Thank you for passing along this concernWe have uploaded this information into our formal customer feedbacksystem and are seeking resolution from upper management regarding this issuePlease let us know if we can be ofadditional assistance and have a great day!
Tell us why here...Hanger spoke with the client and has accepted the product provided as a returnThe patient will not receive any further invoices for the services provided
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]
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.