Iredell Radiology Associates

Review: I was sent to collections and told to take responsibiliy for the time it takes the VA to pay a claim. All over 29$, she was exceptionally rude and should be terminated. I took responsibility to defend my country 2 times in the [redacted] to be treated like a scofflaw. Rude, rude,rude.Desired Settlement: Termination of employee. AsI don't think she cares about the business she works for or the customers. And I will probably have to pay higher interest on everything for the next ten years.

Business

Response:

I was not present at the time of the patient and our staff members interaction, but from what I understand, they were afraid that this patient was going to "come through the window" at them. There were several employees present to witness the incident and it is also my understanding that this $29 was owed in excess of 180 days. This was ample time for the patient to contact his insurance encouraging them to pay and/or pay the claim himself. It is not our intent to penalize any patient for not paying their bills and all are treated the same; veterans as well as the unemployed. Every patient is treated the same; therefore if the system automatically turns the old balances to our collection service, then the automation does not and cannot determine any difference between past or present employment. Our system turns old balances to a collection agency on the 27th of each month. Quite frankly, I am surprised that this did not go sooner. The employee he wants fired may have postponed the turnover to collections manually giving him extra time to pay as she is sensitive to our Veterans as she lost her dad recently and he, too, was a veteran. I am sorry that this gentleman is upset, but as I stated, we try to treat everyone the same and if by chance one of my employees caught the balance and postponed the turnover to collections process for him, then she was doing him a huge favor. I did hear about his irrational behavior and I immediately asked the ladies in the office if he showed any signs of Post Traumatic Stress Disorder as that may have triggered his extreme agitation over a $29 balance now over 180 days aging. We send three statements and our automatic telephone dialer reminds patients once a week that they need to contact our office regarding an important matter. However, if we do not have the current telephone number, then it does not call, but the statements are sent every month for three months before going to collection - giving ample time to contact your insurance company to get the bill paid or pay it and get reimbursed from your insurance company. Sincerely, Gerry W[redacted]Iredell Radiology Associates, PA(704) 872-6122

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I called the VA several times to tell them to pay this and always got the same response, not to mention I have no pull with the federal government. A simple phone call is all that was needed to tell me that it was going to collections this was never done. As for the employee when she showed up at the counter and started mouthing off about me taking responsibility for the VA she crossed several customer service lines. Not only did I pay the amount I apologized to the front desk clerk for my candor as she was helpful and respectful, however Gerry the woman who was rude on the phone and in person was raising her voice at me in the office. I do not suffer from PTSD, what triggered my just outburst was the lack of respect and rudeness from her. I am a firm believer in do unto others as they do unto you. She should be fired. Also the front desck clerk said the do this to many veterans. Perhaps the should no longer work with the VA. If they do not like the way they pay a claim. I know I'll never do business with them avian, even if I have to go to another city's hospital. Respectfully, [redacted]

Regards,

From: [redacted] Sent: Tuesday, December 16, 2014 10:45 AMTo: Kelly MaceSubject: complaint # [redacted]I contacted the VA yesterday and found out that Iredell radiology did not included all necessary medical records for payment to be made until after it was "closed due to no medical records information" I also did not receive copy's of correspondence between the two as I was supposed to. Also in their response they said I may have PTSD, this is a far reaching accusation/ diagnoses with no evidence to support it. they also said that the woman who was at fault for my treatment just lost her father, a Veteran also, perhaps it is she that is suffering from PTSD due to this loss. the accusation itself was offensive to me. Also after finding out that she did not send all the required info it makes me wonder exactly how many other Vets have been sent to collections for her lack of training or knowledge of the VA system. Respectfully, [redacted]P.S. No one else I have talked to in this office ever raised their voices to me or were unprofessional, one even apologized when I paid them.

Review: I was sent to collections and told to take responsibiliy for the time it takes the VA to pay a claim. All over 29$, she was exceptionally rude and should be terminated. I took responsibility to defend my country 2 times in the [redacted] to be treated like a scofflaw. Rude, rude,rude.Desired Settlement: Termination of employee. AsI don't think she cares about the business she works for or the customers. And I will probably have to pay higher interest on everything for the next ten years.

Business

Response:

I was not present at the time of the patient and our staff members interaction, but from what I understand, they were afraid that this patient was going to "come through the window" at them. There were several employees present to witness the incident and it is also my understanding that this $29 was owed in excess of 180 days. This was ample time for the patient to contact his insurance encouraging them to pay and/or pay the claim himself. It is not our intent to penalize any patient for not paying their bills and all are treated the same; veterans as well as the unemployed. Every patient is treated the same; therefore if the system automatically turns the old balances to our collection service, then the automation does not and cannot determine any difference between past or present employment. Our system turns old balances to a collection agency on the 27th of each month. Quite frankly, I am surprised that this did not go sooner. The employee he wants fired may have postponed the turnover to collections manually giving him extra time to pay as she is sensitive to our Veterans as she lost her dad recently and he, too, was a veteran. I am sorry that this gentleman is upset, but as I stated, we try to treat everyone the same and if by chance one of my employees caught the balance and postponed the turnover to collections process for him, then she was doing him a huge favor. I did hear about his irrational behavior and I immediately asked the ladies in the office if he showed any signs of Post Traumatic Stress Disorder as that may have triggered his extreme agitation over a $29 balance now over 180 days aging. We send three statements and our automatic telephone dialer reminds patients once a week that they need to contact our office regarding an important matter. However, if we do not have the current telephone number, then it does not call, but the statements are sent every month for three months before going to collection - giving ample time to contact your insurance company to get the bill paid or pay it and get reimbursed from your insurance company. Sincerely, Gerry W[redacted]Iredell Radiology Associates, PA(704) 872-6122

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I called the VA several times to tell them to pay this and always got the same response, not to mention I have no pull with the federal government. A simple phone call is all that was needed to tell me that it was going to collections this was never done. As for the employee when she showed up at the counter and started mouthing off about me taking responsibility for the VA she crossed several customer service lines. Not only did I pay the amount I apologized to the front desk clerk for my candor as she was helpful and respectful, however Gerry the woman who was rude on the phone and in person was raising her voice at me in the office. I do not suffer from PTSD, what triggered my just outburst was the lack of respect and rudeness from her. I am a firm believer in do unto others as they do unto you. She should be fired. Also the front desck clerk said the do this to many veterans. Perhaps the should no longer work with the VA. If they do not like the way they pay a claim. I know I'll never do business with them avian, even if I have to go to another city's hospital. Respectfully, [redacted]

Regards,

From: [redacted] Sent: Tuesday, December 16, 2014 10:45 AMTo: Kelly MaceSubject: complaint # [redacted]I contacted the VA yesterday and found out that Iredell radiology did not included all necessary medical records for payment to be made until after it was "closed due to no medical records information" I also did not receive copy's of correspondence between the two as I was supposed to. Also in their response they said I may have PTSD, this is a far reaching accusation/ diagnoses with no evidence to support it. they also said that the woman who was at fault for my treatment just lost her father, a Veteran also, perhaps it is she that is suffering from PTSD due to this loss. the accusation itself was offensive to me. Also after finding out that she did not send all the required info it makes me wonder exactly how many other Vets have been sent to collections for her lack of training or knowledge of the VA system. Respectfully, [redacted]P.S. No one else I have talked to in this office ever raised their voices to me or were unprofessional, one even apologized when I paid them.