Higley Dental Care

Hi this is [redacted] from [redacted] ***.I understand that Mrs [redacted] would be angry regarding her FSA cardOriginally this had started back when her son [redacted] came in for a filling on 2/03/Mrs [redacted] called me and stated she spoke to her insurance and they told her that we should only charge $86.40, $of which is for his deductible and the remainder was his portion for the filling ,That was the amount I was going to collect based on her phone call which is exactly what I did, but after submitting the claim to Insurance and receiving back the EOB (Explanation of Benefits) with the break down it stated I should have only collected $I called and spoke with Insurance and they stated it was correct, you collect the deductible then you collect the 20% pt portionSo I was working on the account when Mrs [redacted] called and requested a ledger print out for her FSA card people and the assistant didn't realize I was working on the account so it actually had a positive balance of $which was not accurateI continued to go through each claim done previously because the positive balance was coming from insurance contracted rates which were not updated by the previous employee with our fee schedule to print out all EOB's off line and went through the account accuratelyI found that [redacted] owed on his account and so did Mrs***'s on her accountShe was not collected from a few times in 2014, and after going through her entire account very ***fully I found that yes we did collect the additional $for visit but he still had a balance from I spoke with Dr [redacted] to see if we could just write off the balance owed because the office didn't collect at visit and Mrs [redacted] is not the very easiest pt to speak with, and he agreed to write it off.On May 5th I was actually late walking in the office I had a few emails and a couple messages from Mrs***Dr [redacted] told me she called him on his emergency cell phone number before office hours and he told her politely that this is a billing issue which he didn't know much about and will have some one calling her as soon as they get in the office As soon as I came in that morning I sat down with Dr [redacted] and he stated Mrs [redacted] called and that she was very upset about overcharges to her FSA and it was frozen because of it, he let her know that I would call her back as soon as I got thereI called Mrs [redacted] and she immediately accused me of owing her $because " I over charged her like always..." I let her know that the ledger she received was incorrect and I apologized for that and I was working on her account at that time to make sure everything was correctI let her know that she actually didn't have a credit, she actually had a balance dueShe then let me know exactly how stupid I was and were did Dr [redacted] find the girls he puts in the frontShe then told me that I need to call her FSA card people and let them know she didn't have a credit so they would release her card because her son was at an appt and they froze the cardI let her know I wouldn’t be able to call them and talk to them in regards to her account because I’m not authorized user to do thatShe then let me know how useless I was and started to yell at me, I politely told her that it was not ok to speak to me that way and that I’m very sorry for all the confusion and I’m working very hard on getting the accounts corrected since I started in JanuaryShe then told me to call way to her FSA people and I had to let her know that I wouldn’t be able to do that either because my phone system would not allow that or if it did I have not figured out how to do itShe then told me again that I was completely useless and that I should be firedAbout an hour later I received a call with Mrs [redacted] and the FSA and [redacted] rep on the phone, I started by talking with the representative and once I had explained what happened the representative from [redacted] understood and it showed that the account did not have a credit on it as I have explained to Mrs [redacted] but There was an overcharge credit of $for but she still owed fro We then started asking the FSA rep what she needed from me to show this and she stated I could send the corrected ledger to their fax number and that they will need to look over it and then they would be able to release funds to her cardI took all the information and got all EOB’s and the ledger showing that the ledger was correct and faxed it over to the fax number providedThe following morning May 6th when came into the office I had a couple emails from Mrs [redacted] stating that I told her that I would fax over all the information and that they stated they haven’t received anything from me and that if I could send it to another fax number to a supervisor [redacted] , I resent over all the forms requested and thought it was completed Dr [redacted] called me to told me that Mrs [redacted] is now calling his cell phone to talk to him about this and that all I do is yell at her which is completely not true but she wants him to ask me if I sent the forms to the new fax number provided because they hadn’t received anything yetI let him know I did send it to the supervisor fax number and that I also emailed her back to let her know it was completedDr [redacted] was out of the office working at a different office this day and he let her know he wasn’t at the office and to call me she stated that she rather speak to him because she needs to make sure it is completedAfter multiple calls of them stating that they have not received the forms I sent her a copy of all the forms and told her maybe she could send them herself this way she can be sure they were sentHer response through email was I don’t have a fax and that’s not my jobSo she told doctor to have me call way and when I had them on the phone call her, I let doctor know we don’t have that available and that I already let Mrs [redacted] know that yesterdayHe asked me to call her and do a way call with FSA and insurance to fix any problems so l called her again and when she answered she went straight to give me the phone number I needed to call, I then apologized yet again and let her know I wasn’t able to do that she then yelled in my ear and said then why are you calling me stupid!!!! I told her doctor asked me to call you and she then responded with I don’t want to talk to youShe went to continue to yell through the phone at me and I hung up without saying a word I told the doctor that I hung up and he stated he understood why and that it was very immatureAbout half an hour later I received a way call with the same [redacted] rep and a person from her FSA card and her on the phone, they started by saying that we owed the card $which needed to be paid backI asked if they had received everything yet and she stated that it takes up to days to process once sent in and Mrs [redacted] let them know that she spoke to a supervisor [redacted] and that we faxed over the information to her so she could escalate that processAt this point the [redacted] rep noticed she was not needed in the conversation because she was yelling the whole time and then excused herself and hung upThe FSA rep put us on hold while she was trying to track everything down and figure out what was going on, nothing was spoken between me or Mrs [redacted] while on holdWhen she returned she stated that the papers were received and that it would still take 3-days to process to release cardMrs [redacted] then asked if they received everything that they needed so we didn’t need to keep doing this any longer, the rep stated she thought so but was not sureSo I asked to speak to a supervisor that would be able to better assist in the situationWe were put on hold for a little while then [redacted] the supervisor came to the line and stated she had received multiple copies of the papers that I had sent previouslyBut stated that the [redacted] provides money per year, money for this year cannot go to balanceShe stated the $needed to be paid by money order and let Mrs [redacted] know that it was her responsibility to take [redacted] of that before the card would be released of fundsI then asked if we were to send the cashier’s check to and who do I make it out to the rep gave me all the information and I let them both know that the doctor was out of the office so I will go to the back and make a cashier’s check for the $and send it out that day I then let Mrs [redacted] know that the balance on her account and her son [redacted] account will be taken [redacted] of and I apologize for all the headache and then excused myself and hung upThe next morning Dr [redacted] stated that Mrs [redacted] wanted to be paid for all the time she wasted on this and that it was my job and I couldn’t do it correctly and requested the cashier check be sent over nightI let Dr [redacted] know that I had already sent that to them and did not send it over night because the post office would not deliver overnight mail to a mail box address but that I did adjust both accounts to and I have had no contact with her sinceWe always try our best when it comes to insurance estimates and any mistakes done if in fact where done in this case were honest mistakes done by a previous employee and were never intentional to be accused of stealingThat is the whole story from top to bottom, I do understand why she would be upset but I was never rude to her at all I just didn’t allow the disrespect from her to continue and I did not want to engage with any argument with herIf you would like to see the ledger and EOB’s and receipt of cashier check and emails between us I can provide all of that.The amounts written off were:Mrs [redacted] her portion was not collected at time of visit in [redacted] his portion that was not collected at time of visit in 2014.$was the only time ever over paid on the account.Sorry for such a long response but I wanted you to know exactly the whole story.If you have any questions or need anything please feel free to contact me.Thank you [redacted] 480-988-On Tue, May 12, at 10:AM, [redacted] wrote: [redacted] *** [redacted] *** [redacted] [redacted] ***

Hi this is [redacted] from [redacted].I understand that Mrs. [redacted] would be angry regarding her FSA card. Originally this had started back when her son [redacted] came in for a filling on 2/03/2015. Mrs. [redacted] called me and stated she spoke to her insurance and they told her that we should...

only charge $86.40, $50.00 of which is for his deductible and the remainder was his portion for the filling ,That was the amount I was going to collect based on her phone call which is exactly what I did, but after submitting the claim to Insurance and receiving back the EOB (Explanation of Benefits) with the break down it stated I should have only collected $76.40. I called and spoke with Insurance and they stated it was correct, you collect the deductible then you collect the 20% pt portion. So I was working on the account when Mrs. [redacted] called and requested a ledger print out for her FSA card people and the assistant didn't realize I was working on the account so it actually had a positive balance of $44.00 which was not accurate. I continued to go through each claim done previously because the positive balance was coming from insurance contracted rates which were not updated by the previous employee with our fee schedule to print out all EOB's off line and went through the account accurately. I found that [redacted] owed on his account and so did Mrs. [redacted]'s on her account. She was not collected from a few times in 2014, and after going through her entire account very [redacted]fully I found that yes we did collect the additional $10.00 for 2015 visit but he still had a balance from 2014. I spoke with Dr. [redacted] to see if we could just write off the balance owed because the office didn't collect at visit and Mrs. [redacted] is not the very easiest pt to speak with, and he agreed to write it off.On May 5th I was actually late walking in the office I had a few emails and a couple messages from Mrs. [redacted]. Dr [redacted] told me she called him on his emergency cell phone number before office hours and he told her politely that this is a billing issue which he didn't know much about and will have some one calling her as soon as they get in the office As soon as I came in that morning I sat down with Dr. [redacted] and he stated Mrs. [redacted] called and that she was very upset about overcharges to her FSA and it was frozen because of it, he let her know that I would call her back as soon as I got there. I called Mrs. [redacted] and she immediately accused me of owing her $44.00 because " I over charged her like always..."  I let her know that the ledger she received was incorrect and I apologized for that and I was working on her account at that time to make sure everything was correct. I let her know that she actually didn't have a credit, she actually had a balance due. She then let me know exactly how stupid I was and were did Dr. [redacted] find the girls he puts in the front. She then told me that I need to call her FSA card people and let them know she didn't have a credit so they would release her card because her son was at an appt and they froze the card. I let her know I wouldn’t be able to call them and talk to them in regards to her account because I’m not authorized user to do that. She then let me know how useless I was and started to yell at me, I politely told her that it was not ok to speak to me that way and that I’m very sorry for all the confusion and I’m working very hard on getting the accounts corrected since I started in January. She then told me to call 3 way to her FSA people and I had to let her know that I wouldn’t be able to do that either because my phone system would not allow that or if it did I have not figured out how to do it. She then told me again that I was completely useless and that I should be fired. About an hour later I received a call with Mrs. [redacted] and the FSA and [redacted] rep on the phone, I started by talking with the representative and once I had explained what happened the representative  from [redacted] understood and it showed that the account did not have a credit on it as I have explained to Mrs. [redacted] but There was an overcharge credit of $10.00 for 2015 but she still owed fro 2014. We then started asking the FSA rep what she needed from me to show this and she stated I could send the corrected ledger to their fax number and that they will need to look over it and then they would be able to release funds to her card. I took all the information and got all EOB’s and the ledger showing that the ledger was correct and faxed it over to the fax number provided. The following morning May 6th when came into the office I had a couple emails from Mrs. [redacted] stating that I told her that I would fax over all the information and that they stated they haven’t received anything from me and that if I could send it to another fax number to a supervisor [redacted], I resent over all the forms requested and thought it was completed.  Dr. [redacted] called me to told me that Mrs. [redacted] is now calling his cell phone to talk to him about this and that all I do is yell at her which is completely not true but she wants him to ask me if I sent the forms to the new fax number provided because they hadn’t received anything yet. I let him know I did send it to the supervisor fax number and that I also emailed her back to let her know it was completed. Dr. [redacted] was out of the office working at a different office this day and he let her know he wasn’t at the office and to call me she stated that she rather speak to him because she needs to make sure it is completed. After multiple calls of them stating that they have not received the forms I sent her a copy of all the forms and told her maybe she could send them herself this way she can be sure they were sent. Her response through email was I don’t have a fax and that’s not my job. So she told doctor to have me call 3 way and when I had them on the phone call her, I let doctor know we don’t have that available and that I already let Mrs. [redacted] know that yesterday. He asked me to call her and do a 3 way call with FSA and insurance to fix any problems so l called her again and when she answered she went straight to give me the phone number I needed to call, I then apologized yet again and let her know I wasn’t able to do that she then yelled in my ear and said then why are you calling me stupid!!!! I told her doctor asked me to call you and she then responded with I don’t want to talk to you. She went to continue to yell through the phone at me and I hung up without saying a word.  I told the doctor that I hung up and he stated he understood why and that it was very immature. About half an hour later I received a 3 way call with the same [redacted] rep and a person from her FSA card and her on the phone, they started by saying that we owed the card $10.00 which needed to be paid back. I asked if they had received everything yet and she stated that it takes up to 3 days to process once sent in and Mrs. [redacted] let them know that she spoke to a supervisor [redacted] and that we faxed over the information to her so she could escalate that process. At this point the [redacted] rep noticed she was not needed in the conversation because she was yelling the whole time and then excused herself and hung up. The FSA rep put us on hold while she was trying to track everything down and figure out what was going on, nothing was spoken between me or Mrs. [redacted] while on hold. When she returned she stated that the papers were received and that it would still take 3-5 days to process to release card. Mrs. [redacted] then asked if they received everything that they needed so we didn’t need to keep doing this any longer, the rep stated she thought so but was not sure.. So I asked to speak to a supervisor that would be able to better assist in the situation.. We were put on hold for a little while then [redacted] the supervisor came to the line and stated she had received multiple copies of the papers that I had sent previously. But stated that the [redacted] provides money per year, money for this year cannot go to 2014 balance. She stated the $10.00 needed to be paid by money order and let Mrs [redacted] know that it was her responsibility to take [redacted] of that before the card would be released of funds. I then asked if we were to send the cashier’s check to and who do I make it out to the rep gave me all the information and I let them both know that the doctor was out of the office so I will go to the back and make a cashier’s check for the $10.00 and send it out that day.   I then let Mrs. [redacted] know that the balance on her account and her son [redacted] account will be taken [redacted] of and I apologize for all the headache and then excused myself and hung up. The next morning Dr. [redacted] stated that Mrs. [redacted] wanted to be paid for all the time she wasted on this and that it was my job and I couldn’t do it correctly and requested the cashier check be sent over night. I let Dr. [redacted] know that I had already sent that to them and did not send it over night because the post office would not deliver overnight mail to a mail box address but that I did adjust both accounts to 0.00 and I have had no contact with her since. We always try our best when it comes to insurance estimates and any mistakes done if in fact where done in this case were honest mistakes done by a previous employee and were never intentional to be accused of stealing. That is the whole story from top to bottom, I do understand why she would be upset but I was never rude to her at all I just didn’t allow the disrespect from her to continue and I did not want to engage with any argument with her. If you would like to see the ledger and EOB’s and receipt of cashier check and emails between us I can provide all of that.The amounts written off were:Mrs. [redacted] 61.80 her portion was not collected at time of visit in 2014.[redacted] 56.00 his portion that was not collected at time of visit in 2014.$10.00 was the only time ever over paid on the account.Sorry for such a long response but I wanted you to know exactly the whole story.If you have any questions or need anything please feel free to contact me.Thank you [redacted]480-988-7007 On Tue, May 12, 2015 at 10:09 AM, [redacted] wrote:[redacted]  **  [redacted]

Hi this is [redacted] from [redacted].I understand that Mrs. [redacted] would be angry regarding her FSA card. Originally this had started back when her son [redacted] came in for a filling on 2/03/2015. Mrs. [redacted] called me and stated she spoke to her insurance and they told her that we should...

only charge $86.40, $50.00 of which is for his deductible and the remainder was his portion for the filling ,That was the amount I was going to collect based on her phone call which is exactly what I did, but after submitting the claim to Insurance and receiving back the EOB (Explanation of Benefits) with the break down it stated I should have only collected $76.40. I called and spoke with Insurance and they stated it was correct, you collect the deductible then you collect the 20% pt portion. So I was working on the account when Mrs. [redacted] called and requested a ledger print out for her FSA card people and the assistant didn't realize I was working on the account so it actually had a positive balance of $44.00 which was not accurate. I continued to go through each claim done previously because the positive balance was coming from insurance contracted rates which were not updated by the previous employee with our fee schedule to print out all EOB's off line and went through the account accurately. I found that [redacted] owed on his account and so did Mrs. [redacted]'s on her account. She was not collected from a few times in 2014, and after going through her entire account very [redacted]fully I found that yes we did collect the additional $10.00 for 2015 visit but he still had a balance from 2014. I spoke with Dr. [redacted] to see if we could just write off the balance owed because the office didn't collect at visit and Mrs. [redacted] is not the very easiest pt to speak with, and he agreed to write it off.On May 5th I was actually late walking in the office I had a few emails and a couple messages from Mrs. [redacted]. Dr [redacted] told me she called him on his emergency cell phone number before office hours and he told her politely that this is a billing issue which he didn't know much about and will have some one calling her as soon as they get in the office As soon as I came in that morning I sat down with Dr. [redacted] and he stated Mrs. [redacted] called and that she was very upset about overcharges to her FSA and it was frozen because of it, he let her know that I would call her back as soon as I got there. I called Mrs. [redacted] and she immediately accused me of owing her $44.00 because " I over charged her like always..."  I let her know that the ledger she received was incorrect and I apologized for that and I was working on her account at that time to make sure everything was correct. I let her know that she actually didn't have a credit, she actually had a balance due. She then let me know exactly how stupid I was and were did Dr. [redacted] find the girls he puts in the front. She then told me that I need to call her FSA card people and let them know she didn't have a credit so they would release her card because her son was at an appt and they froze the card. I let her know I wouldn’t be able to call them and talk to them in regards to her account because I’m not authorized user to do that. She then let me know how useless I was and started to yell at me, I politely told her that it was not ok to speak to me that way and that I’m very sorry for all the confusion and I’m working very hard on getting the accounts corrected since I started in January. She then told me to call 3 way to her FSA people and I had to let her know that I wouldn’t be able to do that either because my phone system would not allow that or if it did I have not figured out how to do it. She then told me again that I was completely useless and that I should be fired. About an hour later I received a call with Mrs. [redacted] and the FSA and [redacted] rep on the phone, I started by talking with the representative and once I had explained what happened the representative  from [redacted] understood and it showed that the account did not have a credit on it as I have explained to Mrs. [redacted] but There was an overcharge credit of $10.00 for 2015 but she still owed fro 2014. We then started asking the FSA rep what she needed from me to show this and she stated I could send the corrected ledger to their fax number and that they will need to look over it and then they would be able to release funds to her card. I took all the information and got all EOB’s and the ledger showing that the ledger was correct and faxed it over to the fax number provided. The following morning May 6th when came into the office I had a couple emails from Mrs. [redacted] stating that I told her that I would fax over all the information and that they stated they haven’t received anything from me and that if I could send it to another fax number to a supervisor [redacted], I resent over all the forms requested and thought it was completed.  Dr. [redacted] called me to told me that Mrs. [redacted] is now calling his cell phone to talk to him about this and that all I do is yell at her which is completely not true but she wants him to ask me if I sent the forms to the new fax number provided because they hadn’t received anything yet. I let him know I did send it to the supervisor fax number and that I also emailed her back to let her know it was completed. Dr. [redacted] was out of the office working at a different office this day and he let her know he wasn’t at the office and to call me she stated that she rather speak to him because she needs to make sure it is completed. After multiple calls of them stating that they have not received the forms I sent her a copy of all the forms and told her maybe she could send them herself this way she can be sure they were sent. Her response through email was I don’t have a fax and that’s not my job. So she told doctor to have me call 3 way and when I had them on the phone call her, I let doctor know we don’t have that available and that I already let Mrs. [redacted] know that yesterday. He asked me to call her and do a 3 way call with FSA and insurance to fix any problems so l called her again and when she answered she went straight to give me the phone number I needed to call, I then apologized yet again and let her know I wasn’t able to do that she then yelled in my ear and said then why are you calling me stupid!!!! I told her doctor asked me to call you and she then responded with I don’t want to talk to you. She went to continue to yell through the phone at me and I hung up without saying a word.  I told the doctor that I hung up and he stated he understood why and that it was very immature. About half an hour later I received a 3 way call with the same [redacted] rep and a person from her FSA card and her on the phone, they started by saying that we owed the card $10.00 which needed to be paid back. I asked if they had received everything yet and she stated that it takes up to 3 days to process once sent in and Mrs. [redacted] let them know that she spoke to a supervisor [redacted] and that we faxed over the information to her so she could escalate that process. At this point the [redacted] rep noticed she was not needed in the conversation because she was yelling the whole time and then excused herself and hung up. The FSA rep put us on hold while she was trying to track everything down and figure out what was going on, nothing was spoken between me or Mrs. [redacted] while on hold. When she returned she stated that the papers were received and that it would still take 3-5 days to process to release card. Mrs. [redacted] then asked if they received everything that they needed so we didn’t need to keep doing this any longer, the rep stated she thought so but was not sure.. So I asked to speak to a supervisor that would be able to better assist in the situation.. We were put on hold for a little while then [redacted] the supervisor came to the line and stated she had received multiple copies of the papers that I had sent previously. But stated that the [redacted] provides money per year, money for this year cannot go to 2014 balance. She stated the $10.00 needed to be paid by money order and let Mrs [redacted] know that it was her responsibility to take [redacted] of that before the card would be released of funds. I then asked if we were to send the cashier’s check to and who do I make it out to the rep gave me all the information and I let them both know that the doctor was out of the office so I will go to the back and make a cashier’s check for the $10.00 and send it out that day.   I then let Mrs. [redacted] know that the balance on her account and her son [redacted] account will be taken [redacted] of and I apologize for all the headache and then excused myself and hung up. The next morning Dr. [redacted] stated that Mrs. [redacted] wanted to be paid for all the time she wasted on this and that it was my job and I couldn’t do it correctly and requested the cashier check be sent over night. I let Dr. [redacted] know that I had already sent that to them and did not send it over night because the post office would not deliver overnight mail to a mail box address but that I did adjust both accounts to 0.00 and I have had no contact with her since. We always try our best when it comes to insurance estimates and any mistakes done if in fact where done in this case were honest mistakes done by a previous employee and were never intentional to be accused of stealing. That is the whole story from top to bottom, I do understand why she would be upset but I was never rude to her at all I just didn’t allow the disrespect from her to continue and I did not want to engage with any argument with her. If you would like to see the ledger and EOB’s and receipt of cashier check and emails between us I can provide all of that.The amounts written off were:Mrs. [redacted] 61.80 her portion was not collected at time of visit in 2014.[redacted] 56.00 his portion that was not collected at time of visit in 2014.$10.00 was the only time ever over paid on the account.Sorry for such a long response but I wanted you to know exactly the whole story.If you have any questions or need anything please feel free to contact me.Thank you [redacted]480-988-7007 On Tue, May 12, 2015 at 10:09 AM, [redacted] wrote:[redacted]  **  [redacted]