INOVA Urgent Care Center

May Dear *** ***,Thank you for bringing this issue to my attentionMy team and I never want a patient to feel they did not have an excellent experience at our facilityAfter reviewing the chart I noticed two which led to the billing errorFirst, when the statement
went out the payment had not yet posted to the account, which caused the visit to appear unpaidThe second error involved the Wrong charge being selected for a tuberculosis screeningRather than the TB skin test the patient was charged for a TB vaccineI immediately contacted my billing team and both errors have been corrected, The patients account is paid in full and in good standing.In regards to the question of insurance I do not see any insurance information listed in their record, or any record of it being billedLastly, the patient mentioned there was a variance in our procedure pricingWe bill from a single Charge MasterTo offer competitive prices to our uninsured patients we provide a 46% discount off the charge amountIn this case the patient states she was charged for a physicalWhile this is correct she also received a 46% discount bringing the final charge from to $All of this information is listed on the itemized bill the patient refers toI will be contacting the patient shortly to address these items with her and apologize for the errors on our endThank you again for contacting meWe cannot learn and grow without feedback from our customers,Sincerely,

Review: My name is [redacted] and my guarantor# is [redacted]. On April 2nd, I went to a civil surgeon at INOVA Urgent Care center at [redacted] for immigration paper work which in my case included physical check, TB skin test (which I got negative results), and a blood test (for syphilis). I didn't receive any vaccine at INOVA urgent Care center, because I completed all my vaccines at my family doctor and my family doctor provided a copy of my vaccine record for me to bring to INOVA urgent care center.

I was told by INOVA urgent care center immigration physical process is not covered by insurance so I didn't share my insurance info with INOVA urgent care center.

I paid in full out of my own pocket on April 2nd, and I still have the receipt showing I paid $126.36 in full. Just FYI, on the itemized bill their front desk gave me on April 2nd, it also shows a total amount of $126.36, with $108 for my physical check , $11.34 for my TB skin test (negative results), and $7.02 for my blood test.

However, 2 weeks later, I received another bill stating that my insurance has process the claim and has determined the amount I owe. On this bill, which is due on May 4th, it shows I owe $200 for immigration physical and $84 for TDAP vaccine.

I want to raise three things below for their potential medical billing fraud, and INOVA urgent care needs to remove this incorrect bill from my record before it gets delinquent (May 4th) and hurt my credit record.

1. I never shared my insurance info with INOVA, so which insurance did they send this bill to and who decided the amount I owe?

2. I have already paid in full for the service I received on April 2 including physical check, and why did this bill ask me to pay it again?

3. I never received vaccine from INOVA urgent care center, and why does this bill ask me to pay?

I tried to call their billing department, but it doesn't seem that there is a real person behind it to solve any billing mistakes.Desired Settlement: INOVA urgent care needs to remove the incorrect bill from my record before it gets delinquent (May 4th) and hurt my credit record

Business

Response:

May 30 2014Dear [redacted],Thank you for bringing this issue to my attention. My team and I never want a patient to feel they did not have an excellent experience at our facility. After reviewing the chart I noticed two which led to the billing error. First, when the statement went out the payment had not yet posted to the account, which caused the visit to appear unpaid. The second error involved the Wrong charge being selected for a tuberculosis screening. Rather than the TB skin test the patient was charged for a TB vaccine. I immediately contacted my billing team and both errors have been corrected, The patients account is paid in full and in good standing.In regards to the question of insurance I do not see any insurance information listed in their record, or any record of it being billed. Lastly, the patient mentioned there was a variance in our procedure pricing. We bill from a single Charge Master. To offer competitive prices to our uninsured patients we provide a 46% discount off the charge amount. In this case the patient states she was charged 200 for a physical. While this is correct she also received a 46% discount bringing the final charge from 200 to $108. All of this information is listed on the itemized bill the patient refers to.I will be contacting the patient shortly to address these items with her and apologize for the errors on our end. Thank you again for contacting me. We cannot learn and grow without feedback from our customers,Sincerely,