Hilo Urgent Care Center LLC

To Whom It May Concern,Thank you for the letter regarding the complaint filed by Ms [redacted] I sincerely apologize to Ms [redacted] that she felt she had no other option then to pursue this avenue.We have had a standing policy not to accept out of state insurancesWe are a small privately owned local clinic and unfortunately over the years have been hit so many times being unable to collect from out of state insurancesWe have been told numerous times after accepting these insurances either it is the patients deductible or they are the secondary insurance and not the primary.Both of which we are unable to confirm at the time of the visitThis is why we supply our customers (patients) a claim form to submit to their insurance company for a refund should they be entitled to itThe refund should have been made directly to Ms [redacted] .There are rare occasions that a insurance company will send the refund to us in errorWhen this happens,we then refund the patientThis usually happens if a patient does not state that the refund should be made directly to themYes, we all think that it should be obvious but that isn't always the caseInsurance companies see the claim, and then process to pay itSometimes they miss seeing it should be made directly back to their client.I see that Ms [redacted] states she tried contacting our billing office on Friday, July 10thI apologize that she was unable to reach Raquel at this time as she is off on Fridays On Monday July 13th, we launched a brand new electronic medical records and billing systemThe training and learning of this brand new system has been a overwhelming taskAs we took on the learning of this new system it put us back in our current billing systemAs of today's date we are currently posting payments from June 16, so as you can see we are weeks behindAt this time, I can't even say if we received payment from Ms [redacted] 's insurance companyWe may have gotten the check which automatically gets deposited and then we have to post it to the correct accountsIf the payment came after June 16th it won't be reflected yetWe have always issued refunds to our patients when payment is made in error to us and intend to do so with Ms [redacted] should it be so warrantedShould you need any more assistance in this matter please feel free to contact me at [redacted] Sincerely,Brenda D***

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 at this time.
Payment was sent to Urgent Care on the 16th.  Per their response they are currently processing payments received on that date.  I will wait a couple weeks for my refund to be processed because it is warranted.  If no refund is received I will reopen this case.
Sincerely,
[redacted]

To Whom It May Concern,Thank you for the letter regarding the complaint filed by Ms. [redacted]. I sincerely apologize to Ms. [redacted] that she felt she had no other
option then to pursue this avenue.We have had a standing policy not to accept out of state insurances. We are a small privately owned local...

clinic and unfortunately over the years have been hit so many times being unable to collect from out of state insurances. We have been told numerous times after accepting these insurances either it is the patients deductible or they are the secondary insurance and not the primary.Both of which we are unable to confirm at the time of the visit. This is why we
supply our customers (patients) a claim form to submit to their insurance company for a refund should they be entitled to it. The refund should have been made directly to Ms. [redacted].There are rare occasions that a insurance company will send the refund to us in error. When this happens,we then refund the patient. This usually happens if a patient does not state that the refund should be made directly to them. Yes, we all think that it should be obvious but that isn't always the case. Insurance companies see the claim, and then process to pay it. Sometimes they miss seeing it should be made directly back to their client.I see that Ms. [redacted] states she tried contacting our billing office on Friday, July 10th. I apologize that she was unable to reach Raquel at this time as she is off  on  Fridays.  On Monday July 13th, we launched a brand new electronic medical records and billing system. The training  and learning of this brand new system has been a overwhelming task. As we took on the learning of this new system it put us back in our current billing system. As of today's  date we  are currently  posting payments  from June  16, so as you can see we are 6 weeks behind. At this time, I can't even say if we received payment from Ms. [redacted]'s insurance company. We may have gotten the check which automatically gets deposited and then we have to post it to the correct accounts. If the payment came after June 16th it won't be reflected yet. We have always issued refunds to our patients when payment is made in error to us and intend to do so with Ms. [redacted] should it be so warranted. Should you need any more assistance in this matter please  feel free to contact me at [redacted]Sincerely,Brenda D[redacted]

To Whom It May Concern,Thank you for the letter regarding the complaint filed by Ms. [redacted]. I sincerely apologize to Ms. [redacted] that she felt she had no other
option then to pursue this avenue.We have had a standing policy not to accept out of state insurances. We are a...

small privately owned local clinic and unfortunately over the years have been hit so many times being unable to collect from out of state insurances. We have been told numerous times after accepting these insurances either it is the patients deductible or they are the secondary insurance and not the primary.Both of which we are unable to confirm at the time of the visit. This is why we
supply our customers (patients) a claim form to submit to their insurance company for a refund should they be entitled to it. The refund should have been made directly to Ms. [redacted].There are rare occasions that a insurance company will send the refund to us in error. When this happens,we then refund the patient. This usually happens if a patient does not state that the refund should be made directly to them. Yes, we all think that it should be obvious but that isn't always the case. Insurance companies see the claim, and then process to pay it. Sometimes they miss seeing it should be made directly back to their client.I see that Ms. [redacted] states she tried contacting our billing office on Friday, July 10th. I apologize that she was unable to reach Raquel at this time as she is off  on  Fridays.  On Monday July 13th, we launched a brand new electronic medical records and billing system. The training  and learning of this brand new system has been a overwhelming task. As we took on the learning of this new system it put us back in our current billing system. As of today's  date we  are currently  posting payments  from June  16, so as you can see we are 6 weeks behind. At this time, I can't even say if we received payment from Ms. [redacted]'s insurance company. We may have gotten the check which automatically gets deposited and then we have to post it to the correct accounts. If the payment came after June 16th it won't be reflected yet. We have always issued refunds to our patients when payment is made in error to us and intend to do so with Ms. [redacted] should it be so warranted. Should you need any more assistance in this matter please  feel free to contact me at [redacted]
[redacted]Sincerely,Brenda D[redacted]