To whom it may concern, We are writing this letter in response to a complaint filed by ID# [redacted] In the complainant’s statement, he has pointed out areas that we would like to address “My wife has some test done which were rejected by the insurance companyNow we are left with a 3k at Insight Medical Genetics, however I’ve never actually seen the bill.” Insight Medical Genetics has a program, [redacted] Program, which assists our patients financially to give everyone access to affordable genetic testingOur procedure is to contact the patient, prior to sending a bill, to make them aware of their patient balance and our discountsAt the time of receiving our call, the patient has already received an explanation of benefits from their insurance companies making them aware of their patient liability “They emailed a breakdown but the disclaimer was that the discount was for “quick pay” meaning that if I don’t pay in days, I pay the full amount.” The patient’s husband requested an email breakdown so that he can fully understand the discounts we were offering before he made the payment He asked how long would he have to review the email and was told over the phone that we hold the account for days to finalize and at that time he would receive a follow up phone call The email does not indicate that he was told this was a “quick pay” nor that he would have to “pay the full amount.” “I pay the $and they agreed to mail me the bill and receipt” After payment is received, it is explained that we will mail a acknowledgment letter and receipt of payment We do this because our system does not generate $statements after an account is paid in full However, we did fax a claim summary, which is an outline of the claim, per the patient’s husband request on 9/13/ “In addition to the acknowledgment of the discount, they didn’t even mention my wife’s name They mentioned a different patient’s name and date of service.” An acknowledgment letter was sent to the patient on September 2, which shows the patient’s name and addressAlso, the email that was sent to the patient’s husband clearly mentions the patient’s name in the subject line and the date of service in the body of the letter Please see a summary below: 8/29/– An initial call made to patient to introduce our [redacted] programA voice mail message left for patient asking for a call back to discuss 9/1/– The patient’s husband called to discuss our program and requested an email breakdown of the discounts offered 9/2/– An email break was sent to the patient’s husband, per his request, for his review 9/2/– The patient’s husband called back and made reduced payment as part of our program, in full Sincerely, [redacted] Chief Operating Officer Insight Medical Genetics
To whom it may concern, We are writing this letter in response to a complaint filed by ID# [redacted]. In the complainant’s statement, he has pointed out areas that we would like to address. “My wife has some test done which were rejected by the insurance company. Now we are left...
with a 3k at Insight Medical Genetics, however I’ve never actually seen the bill.” Insight Medical Genetics has a program, [redacted] Program, which assists our patients financially to give everyone access to affordable genetic testing. Our procedure is to contact the patient, prior to sending a bill, to make them aware of their patient balance and our discounts. At the time of receiving our call, the patient has already received an explanation of benefits from their insurance companies making them aware of their patient liability. “They emailed a breakdown but the disclaimer was that the discount was for “quick pay” meaning that if I don’t pay in 5 days, I pay the full amount.” The patient’s husband requested an email breakdown so that he can fully understand the discounts we were offering before he made the payment. He asked how long would he have to review the email and was told over the phone that we hold the account for 5 days to finalize and at that time he would receive a follow up phone call. The email does not indicate that he was told this was a “quick pay” nor that he would have to “pay the full amount.” “I pay the $600 and they agreed to mail me the bill and receipt” After payment is received, it is explained that we will mail a acknowledgment letter and receipt of payment. We do this because our system does not generate $0 statements after an account is paid in full. However, we did fax a claim summary, which is an outline of the claim, per the patient’s husband request on 9/13/16. “In addition to the acknowledgment of the discount, they didn’t even mention my wife’s name. They mentioned a different patient’s name and date of service.” An acknowledgment letter was sent to the patient on September 2, 2016 which shows the patient’s name and address. Also, the email that was sent to the patient’s husband clearly mentions the patient’s name in the subject line and the date of service in the body of the letter. Please see a summary below: 8/29/16 – An initial call made to patient to introduce our [redacted] program. A voice mail message left for patient asking for a call back to discuss. 9/1/16 – The patient’s husband called to discuss our program and requested an email breakdown of the discounts offered. 9/2/16 – An email break was sent to the patient’s husband, per his request, for his review. 9/2/16 – The patient’s husband called back and made reduced payment as part of our program, in full. Sincerely, [redacted] Chief Operating Officer Insight Medical Genetics
To whom it may concern, We are writing this letter in response to a complaint filed by ID# [redacted] In the complainant’s statement, he has pointed out areas that we would like to address “My wife has some test done which were rejected by the insurance companyNow we are left with a 3k at Insight Medical Genetics, however I’ve never actually seen the bill.” Insight Medical Genetics has a program, [redacted] Program, which assists our patients financially to give everyone access to affordable genetic testingOur procedure is to contact the patient, prior to sending a bill, to make them aware of their patient balance and our discountsAt the time of receiving our call, the patient has already received an explanation of benefits from their insurance companies making them aware of their patient liability “They emailed a breakdown but the disclaimer was that the discount was for “quick pay” meaning that if I don’t pay in days, I pay the full amount.” The patient’s husband requested an email breakdown so that he can fully understand the discounts we were offering before he made the payment He asked how long would he have to review the email and was told over the phone that we hold the account for days to finalize and at that time he would receive a follow up phone call The email does not indicate that he was told this was a “quick pay” nor that he would have to “pay the full amount.” “I pay the $and they agreed to mail me the bill and receipt” After payment is received, it is explained that we will mail a acknowledgment letter and receipt of payment We do this because our system does not generate $statements after an account is paid in full However, we did fax a claim summary, which is an outline of the claim, per the patient’s husband request on 9/13/ “In addition to the acknowledgment of the discount, they didn’t even mention my wife’s name They mentioned a different patient’s name and date of service.” An acknowledgment letter was sent to the patient on September 2, which shows the patient’s name and addressAlso, the email that was sent to the patient’s husband clearly mentions the patient’s name in the subject line and the date of service in the body of the letter Please see a summary below: 8/29/– An initial call made to patient to introduce our [redacted] programA voice mail message left for patient asking for a call back to discuss 9/1/– The patient’s husband called to discuss our program and requested an email breakdown of the discounts offered 9/2/– An email break was sent to the patient’s husband, per his request, for his review 9/2/– The patient’s husband called back and made reduced payment as part of our program, in full Sincerely, [redacted] Chief Operating Officer Insight Medical Genetics
To whom it may concern, We are writing this letter in response to a complaint filed by ID# [redacted]. In the complainant’s statement, he has pointed out areas that we would like to address. “My wife has some test done which were rejected by the insurance company. Now we are left...
with a 3k at Insight Medical Genetics, however I’ve never actually seen the bill.” Insight Medical Genetics has a program, [redacted] Program, which assists our patients financially to give everyone access to affordable genetic testing. Our procedure is to contact the patient, prior to sending a bill, to make them aware of their patient balance and our discounts. At the time of receiving our call, the patient has already received an explanation of benefits from their insurance companies making them aware of their patient liability. “They emailed a breakdown but the disclaimer was that the discount was for “quick pay” meaning that if I don’t pay in 5 days, I pay the full amount.” The patient’s husband requested an email breakdown so that he can fully understand the discounts we were offering before he made the payment. He asked how long would he have to review the email and was told over the phone that we hold the account for 5 days to finalize and at that time he would receive a follow up phone call. The email does not indicate that he was told this was a “quick pay” nor that he would have to “pay the full amount.” “I pay the $600 and they agreed to mail me the bill and receipt” After payment is received, it is explained that we will mail a acknowledgment letter and receipt of payment. We do this because our system does not generate $0 statements after an account is paid in full. However, we did fax a claim summary, which is an outline of the claim, per the patient’s husband request on 9/13/16. “In addition to the acknowledgment of the discount, they didn’t even mention my wife’s name. They mentioned a different patient’s name and date of service.” An acknowledgment letter was sent to the patient on September 2, 2016 which shows the patient’s name and address. Also, the email that was sent to the patient’s husband clearly mentions the patient’s name in the subject line and the date of service in the body of the letter. Please see a summary below: 8/29/16 – An initial call made to patient to introduce our [redacted] program. A voice mail message left for patient asking for a call back to discuss. 9/1/16 – The patient’s husband called to discuss our program and requested an email breakdown of the discounts offered. 9/2/16 – An email break was sent to the patient’s husband, per his request, for his review. 9/2/16 – The patient’s husband called back and made reduced payment as part of our program, in full. Sincerely, [redacted] Chief Operating Officer Insight Medical Genetics