Hipp Construction

116- The patient called into billing to verify her claim was denied and was advise that we received a denial indicating that she had no coverage on the date of serviceShe was advised to contact her insurance carrier PKI NTD received a call from the insurance rep stating that the claim was filed to the incorrect insurance addressThe claim was then resubmitted(verified that the claim was submitted electronically on 216- The patient called into billing again stating that she received another invoice(no record of an invoice being issued in our system other than on and 316) 316- The insurance called to request medical recordsAlso verified that, the EOB requesting the additional information was downloaded electronically into our system on as wellThis was the cause of the balance falling under patient responsibility in our systemThis caused another invoice to be issued on 3***/to the patient in error 316- The insurance rep called to verify why the patient was being billedThe balance was then manually moved from under the patient responsibility The insurance today verified that the claim processed on 4/*/and PKI NTD should be receiving payment in the amount of $there is no patient responsibility duePKI NTD has reached out to inform the patient that she has no financial responsibility for this charge

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Revdex.com:I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [I have received NOTHING in writing from them indicating our account balance is zero I have received no explanation WHY they are unable to process their claim through [redacted] in Washington State I have not been personally contacted by a human being from the contracted vendor with any authority to take corrective action towards resolving the underlying issue I will be forwarding all documentation of my exchanges, including this Revdex.com site to the Insurance Commissioner of WA, Mike K [redacted] : [redacted] [redacted] [redacted] ** [redacted] ***AND THE FOLLOWING INTERESTED PARTIES: [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely, [redacted] ] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

DOS 112015, claim was filed on to Aetna insurance, which was incorrectPatient was then contacted to provide the correct insurance informationOn patient provided BC/BS of Federal as her correct insuranceClaim was filed on the same day On BC/BS Federal requested the patient’s medical records which was mailed on On 0216, patient called to inquire on claim status, she was advised that medical records were recently sent to her insurance carrierOn 0316, patient called to check on the status of her accountPatty from BC/BS Federal called to request the medical record and requested that they be mailed to Medical Records [redacted] ***They were then mailed to the requested address Patty at BC/BS was contacted to confirm whether or not the records were receivedPatty stated that the records were received on and the claim is currently in process for payment and PKI NTD should receive a response within days from the date that the records were received This account is currently open with the insurance carrierThe patient has no financial responsibility at this time

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I did receive a second bill on 2/**/2016, it was sent out on 1/**/2016, which the company admits to The original bill was 1/**/Their response is disingenuous Three bills in total were sent to me I did not receive a "reach out" from the company that the bill is now clear whether by phone or by mail This is an incorrect statement from the company.I have received no explanation why so many errors were made on my case (failure to send to the correct insurance company even though they had the correct one on file, failure to send appropriate medical records) This is still a case of extremely poor customer service And has cost me a lot of time I will still ask my physician's office to consider an alternate laboratory And if this company is the only one that provides this service, I would consider forwarding this to type of anti-trust to the appropriate government authority
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I previously filed complaint ID #***NTD Labs incorrectly filed paperwork with my insurance and continued to bill me, even though I contact NTD on Jan **, Feb *, and March ** inquiring about my financial responsibilityMy insurance company finally received the proper paper work on April **, and processed the claim on April **My EOB from my insurance company indicates that I had no financial responsibilities to the services providedOn May *, NTD Labs issued a bill to me, stating that it was "*** *** ***" and that if I did not pay within days, further collection activities would take placeEach time I call, I am given incorrect information.I want NTD to correctly mark my account as not requiring payment and to quit sending me billsI am afraid that their incompetence (or unethical behavior) will result in this incorrect bill being sent to a collection agency, impacting my credit and the upcoming closing on my home
Sincerely,
*** ***

The account mentioned in this complaint has a zero dollar balance and has been closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved I never received a voicemail or missed call from the company I'm guessing they have my phone number incorrect I know they have my correct mailing address and access to my email address through this complaint, and they are welcome to contact me through either of these means if necessary.Thank you for your assistance in resolving this matter
Sincerely,
*** ***

We have reviewed the complaint and the accountThere were multiple issues with insurance and also our follow up with the insurance carrierWe have written off the charge due to these multiple issues with the insurance carrier and are not holding the patient responsible for the balanceWe have
reached out to the patient via phone to explain our resolutionWe have left messages with no return callThis matter and balance is closed with our company. Complaint # ***Thank you

Good afternoon, We have pulled the account from collectionsIt was already put on the list yesterday (October **, 2016) when the patient calledThere was a system glitch where statements were not sent to this patientAll of the information was sent to the insurance company in and
again yesterday (October **, 2016)They are pulling the claim and reprocessingOnce they pay the claim the account will be resolved Thank you for bringing this matter to our attention. I trust that the steps we have taken will result in a satisfactory solution. Regards,Lauren M***Senior Quality Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Revdex.com:At this time, my complaint, ID *** regarding NTD Labs, Inchas been resolved
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,* ***

Dear [redacted] Thank you for bringing this to my attention. We investigated the Revdex.com complaint ID #[redacted] The details are as follows. [redacted]            Sample...

collected[redacted]            Sample received at the Laboratory.[redacted]           The sample was processed  through Billing Department.                          The cost of the test was $1500.00 [redacted]            Automated Process- Claim was submitted to [redacted] for processing.[redacted]            Automated Process – [redacted] denies the claim.[redacted]            Automated Process – Courtesy flat rate of $795.00 is applied to the account because we were considered out of network.[redacted]            Automated Process- Statement requesting $795.00 from the patient.[redacted]            Automated Process- Statement requesting $795.00 from the patient.[redacted]            Sammie from [redacted] called and stated that the claim was denied in error and the claim was sent back to be reprocessed according to the authorization number #[redacted]-Reference# [redacted]            PKI agent S/W Heather from [redacted] to have the claim reprocessed. The 6/** claim was still being processed. Account placed on a temporary hold.[redacted]            The patient contacted PKI to discuss her account options.[redacted]            The patient’s husband calls in reference to the status of the account. No response from the insurance carrier.[redacted]            PKI agent contacted [redacted]. The claim was resubmitted.[redacted]            [redacted] rep and the spouse contacted PKI to confirm that a corrected claim was sent.[redacted]            Automated Process- Statement requesting $795.00 from the patient. [redacted]         PKI  Labs received notification that there was an open complaint filed with the Revdex.com.[redacted]         PKI agent called [redacted] insurance carrier. The corrected claim was received on 8/**/15 as previously verified.                          The claim is still being reviewed as of 9/**/15 ref#[redacted] Perkinelmer Labs takes our customer satisfaction very seriously. We do apologize for the frustration that was experienced in this process. I do appreciate your understanding and patience as we investigated the details of this situation Thank you   Lyd E[redacted]  |   Billing Supervisor, Customer Service, NTD Labs

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 and the matter has been resolved, under the promise that the employee responsibility will be changed to ZERO after insurance processing per the e-mail that was sent to me last week. 
Sincerely,
[redacted]

1/**/16- The patient called into billing to verify her claim was denied and was advise that we received a denial indicating that she had no coverage on the date of service. She was advised to contact her insurance carrier.   PKI NTD received a call from the insurance rep stating that the claim...

was filed to the incorrect insurance address. The claim was then resubmitted. (verified that the claim was submitted electronically on 2/*/16)   2/**/16- The patient called into billing again stating that she received another invoice. (no record of an invoice being issued in our system  other than on 1/**/16 and 3/**/16)   3/**/16- The insurance called to request medical records. Also verified that, the EOB requesting the additional information was downloaded electronically into our system on 3/**/16 as well. This was the cause of the balance falling under patient responsibility in our system. This caused another invoice to be issued on 3[redacted]/16 to the patient in error.   3/**/16- The insurance rep called to verify why the patient was being billed. The balance was then manually moved from under the patient responsibility.   The insurance today verified that the claim processed on 4/*/16 and PKI NTD should be receiving payment in the amount of $75.92. there is no patient responsibility due. PKI NTD has reached out to inform the patient that she has no financial responsibility for this charge.

DOS 11/**/2015, claim was filed on 11/**/2015 to Aetna insurance, which was incorrect. Patient was then contacted to provide the correct insurance information. On 12/**/15 patient provided BC/BS of Federal as her correct insurance. Claim was filed on the same day.  On 02/**/16  BC/BS...

Federal requested the patient’s medical records which was mailed on 02/**/16. On 02/**/16, patient called to inquire on claim status, she was advised that medical records were recently sent to her insurance carrier. On 03/**/16, patient called to check on the status of her account. Patty from BC/BS Federal called to request the medical record and requested that they be mailed to Medical Records [redacted]. They were then mailed to the requested address.  Patty at BC/BS was contacted to confirm whether or not the records were received. Patty stated that the records were received on 03/**/16 and the claim is currently in process for payment and PKI NTD should receive a response within 30 days from the date that the records were received.  This account is currently open with the insurance carrier. The patient has no financial responsibility at this time.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Revdex.com:I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: [I have received NOTHING in writing from them indicating our account balance is zero.  I have received no explanation WHY they are unable to process their claim through [redacted] in Washington State.  I have not been personally contacted by a human being from the contracted vendor with any authority to take corrective action towards resolving the underlying issue.  I will be forwarding all documentation of my exchanges, including this Revdex.com site to the Insurance Commissioner of WA, Mike K[redacted]: [redacted] 
[redacted]
[redacted]
[redacted]
[redacted] 
[redacted] 
[redacted]AND THE FOLLOWING INTERESTED PARTIES:[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]   In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,[redacted]  ]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]