Island Urgent Care

From: Linda [redacted] [mailto:l [redacted] @iucmail.com] Sent: Wednesday, September 06, 3:PMTo: complaints Cc: Robert Ruggieri ; Candace Corcoran Subject: Revdex.com Complaint # [redacted] ResponseThis is regarding complaint # [redacted] against Island Urgent Care (Kapahulu location)In July of patient was seen at our clinicPatient provided an insurance card at time for us to billWe tried to verify insurance eligibility online, and the insurance company’s website showed their plan as activeWe have printed documentation of the eligibility at time of service showing active coveragePatient claims that they were told out of pocket charge would be $This was not what our Fee for Service visits cost (and we would not normally quote a price other than his copay since he had insurance)Our visit charge starts at $(not including GET) and can be higher depending on services providedPatient’s employer had apparently terminated their insurance plan, so the claim sent out for this visit was subsequently deniedTherefore, the balance of $became Patient ResponsibilityA total of five (5) statements were mailed to the address patient had provided us on their registration formsThere were also two (2) attempts to contact patient by phoneFirst on 11/09/and again on 12/19/Neither phone call was answered and voicemails were left requesting patient contact usNo emails were attempted as patient did not provide one at check inWe did not receive any response from patient prior to their account going to collectionsAfter patient’s account had been sent to collections we received a phone call from patient’s spouse requesting that we lower the amount due to $125, as they believe patient was quoted this at time of serviceThis was not a sufficient settlement for the balance dueHowever, out of an attempt to maintain good relations, a compromise of $was offered insteadThis offer was rejected by patient’s spouse and she demanded the balance be lowered to $Spouse made threats to “go to social media” if they were not given the deal they requestedSpouse was specifically agitated because patient’s employer, who terminated his insurance, is no longer in business and “someone needs to be held responsible”Island Urgent Care does not feel we should be the party “held responsible”We provided a service to patient and sent a claim to their insurance on their behalf Since their employer apparently failed to update (pay) their insurance, we were led to believe it was intactWhen it was later denied, we attempted to make contact and allowed the patient plenty of time to remedy the situationEven further, as a courtesy to their situation, we reduced the balance due to $despite it being almost a year past due and subject to collection fees that are out of our controlWhile it’s an unfortunate situation, considering the facts, we do not believe we treated patient unfairlyAttached is a copy of Island Urgent Care’s Financial Policy, which was presented to the patient at time of service, and they acknowledged and signedAlso attached is a copy of the complaint received via US Postal Service Thank you Sincerely,Linda [redacted] Accounts Receivable Lead Phone: (808)735-ext126Fax: (808)735-0021www.islandurgentcare.com Locations:Hawaii Kai Kalanianaole Hwy, Suite 114A Honolulu, HI 96825Kahala Waialae Ave, Suite 106A Honolulu, HI 96816Kakaako Keawe Street, Honolulu, HI 96813Pearl Kai 98-Kamehameha Hwy, Bldg F, Aiea, HI 96701Waikiki Kapahulu Ave, Suite Honolulu, HI This email message, including any attachments, is confidential and intended solely for the use of the individual or entity to which they are addressedAny unauthorized review, disclosure, copying, or distribution is prohibitedIf you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message Island Urgent CareO:808-735-0007F: 808-735-0021www.islandurgentcare.comLocations:Waikiki Kapahulu Ave, Suite Honolulu, HI 96815- Corporate OfficeHawaii Kai Kalanianaole Hwy, Suite 114A Honolulu, HI 96825Kahala Waialae Ave, Suite 106A Honolulu, HI 96816Kakaako Keawe Street, Honolulu, HI 96813Pearl Kai 98-Kamehameha Hwy, Bldg F, Aiea, HI Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged informationAny unauthorized review, use, disclosure or distribution is prohibitedIf you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message

Date of Service: 8/24/2015This letter is in regards to your complaint to the Revdex.com dated 9/9/2015, case ID [redacted] .We provided free influenza vaccinations at the Hawaii Craft FairThe code used to provide this service was ***- Donated ShotsBy law we have to document that you received the vaccination and we document the LOT# and NDC number, and expiration numberThis documentation is for patient safety only and to audit your injection if you would need that information for any further follow up.The error in billing was a mishap by our billing company that thought it was billed incorrectlyYou were the only patient that received a statement in errorWe corrected it right after you called our office and spoke with April MI might add that we are switching billing companies to an internal team as of October istThe fact you state you had to call numbers is again reason enough to change billing companies.We apologized for the error and have ensured that this never happens to any other donated services for patient againWe do not feel as though we "falsely" charged, as this was a mistake made by a biller, and hence has been reversed and completely resolvedWe have attached a copy of the statement showing zero.We strive daily to provide quality health care at reasonable costsWe hope that you will reconsider your accusation of "no longer trusting'' our organizationWe would be happy to discuss this further if you are till convinced of such.Thank you for taking the time to hear our side.Candace C [redacted] MHA CPC VP .of Operations

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
Sincerely,
*** *** I want to add that the business fulfilled their part with the statement reflecting a zero balanceI appreciate the fact that the business indicated the error was to only one person, not impacting othersPlease mahslo them for timely and professional response I am also glad the business recognized some short comings of their current service provider They are an extension of their business and reflects upon them

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
Sincerely,
*** ***
I want to add that the business fulfilled their part with the statement reflecting a zero balanceI appreciate the fact that the business indicated the error was to only one person, not impacting othersPlease mahslo them for timely and professional response
I am also glad the business recognized some short comings of their current service provider They are an extension of their business and reflects upon them

From: Linda [redacted] [mailto:l[redacted]@iucmail.com] Sent: Wednesday, September 06, 2017 3:26 PMTo: complaints <[email protected]>Cc: Robert Ruggieri <[email protected]>; Candace Corcoran <[email protected]>Subject: Revdex.com Complaint #[redacted] ResponseThis is regarding...

complaint #[redacted] against Island Urgent Care (Kapahulu location). In July of 2016 patient was seen at our clinic. Patient provided an insurance card at time for us to bill. We tried to verify insurance eligibility online, and the insurance company’s website showed their plan as active. We have printed documentation of the eligibility at time of service showing active coverage. Patient claims that they were told out of pocket charge would be $125. This was not what our Fee for Service visits cost (and we would not normally quote a price other than his copay since he had insurance). Our normal visit charge starts at $225 (not including GET) and can be higher depending on services provided. Patient’s employer had apparently terminated their insurance plan, so the claim sent out for this visit was subsequently denied. Therefore, the balance of $325 became Patient Responsibility. A total of five (5) statements were mailed to the address patient had provided us on their registration forms. There were also two (2) attempts to contact patient by phone. First on 11/09/2016 and again on 12/19/2016. Neither phone call was answered and voicemails were left requesting patient contact us. No emails were attempted as patient did not provide one at check in. We did not receive any response from patient prior to their account going to collections. After patient’s account had been sent to collections we received a phone call from patient’s spouse requesting that we lower the amount due to $125, as they believe patient was quoted this at time of service. This was not a sufficient settlement for the balance due. However, out of an attempt to maintain good relations, a compromise of $200 was offered instead. This offer was rejected by patient’s spouse and she demanded the balance be lowered to $125. Spouse made threats to “go to social media” if they were not given the deal they requested. Spouse was specifically agitated because patient’s employer, who terminated his insurance, is no longer in business and “someone needs to be held responsible”. Island Urgent Care does not feel we should be the party “held responsible”. We provided a service to patient and sent a claim to their insurance on their behalf.  Since their employer apparently failed to update (pay) their insurance, we were led to believe it was intact. When it was later denied, we attempted to make contact and allowed the patient plenty of time to remedy the situation. Even further, as a courtesy to their situation, we reduced the balance due to $200 despite it being almost a year past due and subject to collection fees that are out of our control. While it’s an unfortunate situation, considering the facts, we do not believe we treated patient unfairly. Attached is a copy of Island Urgent Care’s Financial Policy, which was presented to the patient at time of service, and they acknowledged and signed. Also attached is a copy of the complaint received via US Postal Service.  Thank you Sincerely,Linda [redacted]Accounts Receivable Lead  Phone: (808)735-0007 ext. 126Fax: (808)735-0021www.islandurgentcare.com Locations:Hawaii Kai 6600 Kalanianaole Hwy, Suite 114A Honolulu, HI 96825Kahala 4218 Waialae Ave, Suite 106A Honolulu, HI 96816Kakaako 400 Keawe Street, Honolulu, HI 96813Pearl Kai 98-199 Kamehameha Hwy, Bldg F, Aiea, HI 96701Waikiki 449 Kapahulu Ave, Suite 104 Honolulu, HI 96815 This email message, including any attachments, is confidential and intended solely for the use of the individual or entity to which they are addressed. Any unauthorized review, disclosure, copying, or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message.  Island Urgent CareO:808-735-0007F: 808-735-0021www.islandurgentcare.comLocations:Waikiki 449 Kapahulu Ave, Suite 104 Honolulu, HI 96815- Corporate OfficeHawaii Kai 6600 Kalanianaole Hwy, Suite 114A Honolulu, HI 96825Kahala 4218 Waialae Ave, Suite 106A Honolulu, HI 96816Kakaako 400 Keawe Street, Honolulu, HI 96813Pearl Kai 98-199 Kamehameha Hwy, Bldg F, Aiea, HI 96701  Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message.

Date of Service: 8/24/2015This letter is in regards to your complaint to the Revdex.com dated 9/9/2015, case ID [redacted].We provided 50 free influenza vaccinations at the Hawaii Craft Fair. The code used to provide this service was [redacted]- Donated Shots. By law we have to document that you...

received the vaccination and we document the LOT# and NDC number, and expiration number. This documentation is for patient safety only and to audit your injection if you would need that information for any further follow up.The error in billing was a mishap by our billing company that thought it was billed incorrectly. You were the only patient that received a statement in error. We corrected it right after you called our office and spoke with April M. I might add that we are switching billing companies to an internal team as of October ist. The fact you state you had to call 6 numbers is again reason enough to change billing companies.We apologized for the error and have ensured that this never happens to any other donated services for patient again. We do not feel as though we "falsely" charged, as this was a mistake made by a biller,  and hence has been reversed and completely resolved. We have attached a copy of the statement showing zero.We strive daily to provide quality health care at reasonable costs. We hope that you will reconsider your accusation of "no longer trusting'' our organization. We would be happy to discuss this further if you are till convinced of such.Thank you for taking the time to hear our side.Candace C[redacted] MHA CPC VP .of Operations

Date of Service: 8/24/2015This letter is in regards to your complaint to the Revdex.com dated 9/9/2015, case ID [redacted].We provided 50 free influenza vaccinations at the Hawaii Craft Fair. The code used to provide this service was [redacted]- Donated Shots. By law we have...

to document that you received the vaccination and we document the LOT# and NDC number, and expiration number. This documentation is for patient safety only and to audit your injection if you would need that information for any further follow up.The error in billing was a mishap by our billing company that thought it was billed incorrectly. You were the only patient that received a statement in error. We corrected it right after you called our office and spoke with April M. I might add that we are switching billing companies to an internal team as of October ist. The fact you state you had to call 6 numbers is again reason enough to change billing companies.We apologized for the error and have ensured that this never happens to any other donated services for patient again. We do not feel as though we "falsely" charged, as this was a mistake made by a biller,  and hence has been reversed and completely resolved. We have attached a copy of the statement showing zero.We strive daily to provide quality health care at reasonable costs. We hope that you will reconsider your accusation of "no longer trusting'' our organization. We would be happy to discuss this further if you are till convinced of such.Thank you for taking the time to hear our side.Candace C[redacted] MHA CPC VP .of Operations