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ISO Diagnostics Reviews (54)

To Whom It May Concern, I am writing in response to Complaint ID # [redacted] regarding Ms [redacted] We are in receipt of Ms [redacted] ’ [redacted] letter regarding her concernsWe apologize for the delay in our response At Patient First, we accept and participate with many insurance companies, all of which have multiple polices, plans and provisions We wish it were possible to know each patient’s insurance benefits and how those benefits will apply to the patient’s visit We try to avoid our patients from being affected by billing issuesHowever, there are some matters we are not aware of unless we receive communication directly from the patient We were notified there was an issue with Ms [redacted] ’s claimsWe did not intend for our billing statement to upset Ms [redacted] but only to bring to her attention the status of her account Ms [redacted] ’s account was reviewed by our insurance specialist and it was determined her claims could be resubmitted to her insurance company as Urgent Care visitsHer account will remain in a pending status until a response has been received from themWe apologize for the delay in responding to her concernsWe will also reach out in writing to Ms [redacted] On behalf of Patient First I would like to thank you for allowing us to address the patient’s concerns Respectfully, Jennifer D [redacted] Administrative Services Coordinator

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [email protected] Regards, [redacted] Addition: While I did accept the offer, for the record, the Patient First customer service person admitted they had been negligent in not explaining the charges and had been inappropriately precipitous in referring it to a collection agency The tone of their above, self-serving, response is different than their tone to me My request to them had been reasonable, that they explain their charges and, if they were legitimate, I would pay them, and that they would remove the $ [redacted] collection fee, and further would not report anything negative to credit agencies They make no mention of that in their offer, but I include this as part of my acceptance, for the record They seem to be presenting a difference face to, A, the public (which I was in how they handled this initially), B, a complainant, C, the Revdex.com My complaint did not even cover certain unnecessary aspects of my care that I suspect they billed Medicare for that I declined or that were superfluous, and when they charged Medicare and/or me for a visit to refill a prescription but Patient First gave me a complete physical that I had not asked for -- and presumably billed Medicare and Omaha Insurance Patient First's explanation of charges was still insufficient for me, a layman, to determine how much ofr the $ [redacted] that did not meet my deductible was due to the prescription renewal overcharge

Good morning, Thank you for sharing Ms [redacted] concerns and including the Release Form I am happy to look into Ms [redacted] payment From our records, she was not charged twice; therefore, it would be helpful to see something from her bank, such a statement or screenshot, that reflects the duplicate payment she sees Of course, she is welcome to redact information so long as we can see where her account was debited twice Take care, Amber S*Administrative Services Supervisor [redacted]

Complaint ID #: [redacted] We appreciate you contacting Patient First on behalf of Mr [redacted] regarding his concernsWe have responded to Mr [redacted] via letter regarding his concernsPlease see our below response: We wish it were possible for us to know each patient’s benefits and how those benefits will apply to the patient’s visit at the time of registration, but such is not always the case At registration, we will generally know the amount of a patient’s co-payment, if any, but we have no way of knowing if the patient has met his or her deductible or if the patient has obtained any required referrals or authorizations Once a claim is processed, the patient’s insurance company will inform us of the patient’s responsibility by way of their remittance form The patient agrees to be responsible for outstanding balances when he or she signs the Treatment and Payment Policies form at registration prior to the visitOur records indicate, we filed the claim appropriately to Mr [redacted] insurance company, and he was deemed responsible for [redacted] for services rendered during his visit at Patient First We understand his concerns regarding the account being turned over to our collection agency [redacted] ***Our records indicate he did not pay his responsibility within days after his visitTherefore, the account was reviewed and appropriately turned over to [redacted] on November 28, Mr [redacted] submitted a payment for his principle balance, excluding the accrued late fees on November 30, As a courtesy, we have adjusted the late fees [redacted] , collection fees, and interestWe have requested the account with [redacted] to be closedPlease understand that we may not be able to provide such adjustments in the future On behalf of Patient First, we would like to thank you for allowing us to address the patient's concernsIf you need anything further, please feel free to contact me Respectfully, Shantae W [redacted] Administrative Services Coordinator 1-800-447-ext***

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Patient First is still not removing the collection which is hurting my credit, costing me purchasing power and delaying my ability to gain creditMoreover, Patient First is still claiming a referral is not on file which is not the caseI have attached a copy of that referral here once again for Patient FirstThis is the same referral that they claim in their letter as not in the [redacted] system but clearly it is printed from their system This was very simple clerical error on Patient First part and could have been avoided had they resubmitted their claim under the correct last name when my wife spoke with them in September However, much as they did to the Revdex.com, they claimed HIPAA precluded them from talking to anyone but me which is incorrectEither parent or guardian can speak to them about medical treatment of their child Unfortunately, Patient First has not removed the collection notice and still maintains no referral on file even though it is physically provided to them as attachedA consumer should not have to suffer from a business' clerical error and when proof of referral with authorization along with payment is provided, they should act swiftly to remedy the errorImagine if you will that a collection is wrongfully put on your credit report for months, limiting your ability to get credit, hurting your employment opportunities and dealing with rude and disrespectful collection agencies like ***I would imagine that anyone in my position would reject Patient Firsts offer as a slap in the face when payment has already been made and proof of referral and authorization has been providedThe only remedy would be an apology and immediate removal of collection Regards, [redacted]

Thank you for sharing Ms [redacted] concernsOnce the authorization has been received, I will be happy to replay to the Revdex.com in detailIn the interim, I will correspond directly with Ms [redacted] Respectfully, Tyler * D***Patient FirstAdministrative Services Coordinator [redacted] *** Road [redacted] ***, Va ***office: ***-***-***toll free: ***-***-***fax: ***-***- [redacted] www.patientfirst.com

Due to [redacted] privacy laws, a Release of Information form must be completed by the patient authorizing Patient First to discuss specific account information with the Revdex.comDue to the absence of this release form, Patient First has contacted the patient directly via written correspondenceShould you have any questions, please feel free to contact meThank you, Melissa B [redacted] Administrative Services Coordinator Patient First [redacted] Melissa.B [redacted] @PatientFirst.Com

Re: Complaint ID # [redacted] *Dear Sir or Madam: I am writing on behalf of Patient First in response to the enclosed complaint Both federal and state law prohibits health care providers like Patient First from disclosing any patient’s health information without the patient’s written authorization This is true even when the patient has filed a complaint with a third party such as the Revdex.com (“Revdex.com”) For your reference, the applicable provisions of federal and state law appear at C.F.R§164.508(a)(1) and §§4-et seqof the Health General article of the Maryland Code, respectivelyAt Patient First, we strive to live up to our name and value our reputation for doing so We would strongly prefer to respond by addressing the enclosed complaint specifically, but are unable to do so unless and until the patient authorizes us in writing to do so We trust that the Revdex.com will urge the patient who filed this complaint to authorize Patient First to respond, and will draw appropriate conclusions regarding the merits of the enclosed complaint if he fails or refuses to do so Please feel free to call me directly with questions about this letter or the need for a written authorization In lieu of responding to the Revdex.com we will be responding to the patient directlyThank youRespectfully, Shantae W [redacted] Administrative Services Coordinator 1-800-447-ext***

I am writing in response to case # [redacted] for [redacted] We appreciate you contacting Patient First on behalf of Ms [redacted] Our records indicate, to date, we have not received a signed authorization form from the patient to address the enclosed complaint specificallyIn lieu of responding to the Revdex.com our office has responded directly to the patient in writing to properly address her concerns On behalf of Patient First, we would like to thank you for allowing us to address the patient's concernsIf you need anything further, please feel free to contact me Respectfully, Shantae W [redacted] Shantae W [redacted] Administrative Services Coordinator 1-800-447-ext [redacted] Tell us why here

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I have tried unsuccessfully to work with patient First [redacted] Billing Office All employees are polite and professional but offer no resolution and seem to be days to weeks behind on data from their field offices and [redacted] claims I called yesterday and they still have no record of payment even though [redacted] approved the claim on March 10, and processed payment on March 26, This is all done electronically and can be seen by Patient First and verified by [redacted] that businesses are updated just as beneficiaries (me).Moreover even with proof of payment, the representative from Patient First would not request removal of account from collection agency they hired for a debt in which they made a clerical error with my granddaughter's last name in filing the claim that started the whole insurance billing issue Furthermore, they refused to talk my wife whom is also the court ordered guardian of Aurora citing HIPAA which does not apply to guardians of the same patient I only asked a gesture of good will from patient First to remove the collection since it was an honest mistake and not intentional of them to make a clerical errorNow that [redacted] has made payment, it seemed like the right thing to do The representative declined and said I would be responsible for the collection fee which is just beyond reason.I have attached [redacted] paid claim and a signed HIPAA form Regards, [redacted]

I'm writing to let you know that I was waiting to respond, regarding our complaint, until we heard from the collection agency telling us that everything was cleared (like Patient First said would happen).Thanks,***

Due to HIPAA privacy laws, a Release of Information form must be completed by the patient authorizing Patient First to discuss specific account information with the Revdex.comDue to the absence of this release form, Patient First has contacted the patient directly via written correspondenceShould you have any questions, please feel free to contact meTish C [redacted] Administrative Services Coordinator Patient First

I have spoken with the Mrs [redacted] about this account She is authorized to speak on Mrs [redacted] 's behalfWe have resolved the issue to the patient's satisfaction The account has been adjusted appropriately per insurance and itemized statements have been mailed to the patient for payment once received Tish C [redacted] Administrative Services Coordinator

While I cannot comment specifically about Mr*** without a signed authorization, I can advise that patients whose account balances go to collections do incur additional costs in the way of a $**collection fee and subsequent daily interest. It is expected that a patient whom waited a year to pay a bad debt would owe more than the principal balance which he or she was billed for initially from Patient First. The process is outlined in the Guarantor form signed at registration for each visit. In the interim, I will correspond with Mr*** again. Have a wonderful day! Amber

Amber called from the business she stated that they re-coded the visit and sent it back to the insurance companyThe re-coding was submitted 1/20/and they are unaware of how long it will take for the insurance company to process the re-codingOnce the insurance company submits the re-coding and
sending it back to patients first Amber then will know how to resolve the caseShe stated if the insurance company covers the visit she will refund the $*** and if the insurance company doesn't accept the re-coding that she will still refund the $***

I am writing in response to case # *** for *** ** *** We appreciate you contacting Patient First on behalf of *** ** ***Our records indicate, to date, we have not received a signed authorization form from the patient to address the enclosed complaint specificallyIn
lieu of responding to the Revdex.com our office has responded directly to the patient via phone to properly address his concerns On behalf of Patient First, we would like to thank you for allowing us to address the patient's concernsIf you need anything further, please feel free to contact me Respectfully, Shantae W*** Administrative Services Coordinator 1-800-***-*** ext***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:Thank you for your assistance
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [email protected]
Regards,
*** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

#*** patient's name: *** *** date of service: *** Per notes on account and conversations with our Patient Satisfaction Specialist, account has been removed from collections, address has been updated and per the guarantor, she goes by *** not
***Credit adjustment has been completed and the balance is zero

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Address: 11401 NW 24th Street, Fort Lauderdale, Florida, United States, 33323

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