ISO Diagnostics

My issue was somewhat resolved, with questions still unansweredI want to pay what I owe for a service, but Patient First has never made the bill available after repeated requests.My bill was seemingly erased, by the collection agency, and by Patient First. I believe Patient First incorrectly filed the claim, so they chose to simply cover their tracks by "erasing" the bill. I'll never know, but I won't be giving them my business in the futureEven though the issue was "resolved,' it left me with a very bad taste in my mouth. *** *** ***

I have made contact with this patient. Although we are unable to find the payment, I feel the patient showed sufficient evidence the payment was madeThe account has been credited for the payment and an email sent to the collection agency to close the account with the fee waivedI have left
a voicemail for the patient advising her of this.Thank you,Fawn M***/Admin Services

Good afternoon,Would you be able to offer any other identifying information? I am not able to locate an account for a patient by this name. Perhaps the account was for a dependent or spouse? The date of birth of the patient and Patient First location the patient was seen are
alternative ways I can search. If I can locate the account, I will gladly see what I can do in regards to the credit report but this complaint sounds to be about *** *** *** *** more than Patient FirstThank you for your time*** ***

I'm writing to say "Thank You." Just because of your involvement, I received a letter today (March, sent Feb) from they company with which I was having problems, Patient First, saying they will refund the overpaid amount, adjust the late fees and requested the account with the collection company be closed I spent more than frustrating hours on the phone with them before writing to you and this is all I asked for I appreciate your time. I wanted to write this on the "complaint form" part, but because of the slowness of our mail and other circumstances the complaint was closed before I could thank you I will definitely let others know about your proactive response Take care, *** ***

[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 ***, 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: ***
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,
*** ***

I do not show an authorization form on file.  I can advise you, in general, the advances credit card authorization process:At registration, all patients are offered the opportunity to place a credit/debit card charge authorization on file and to authorize charges against it for amounts for...

which the patient is determined to be responsible by his or her health plan, including co-pays, deductibles, co-insurance, and prescriptions.  Patients may use HSA/FSA cards instead of credit/debit cards. We make a real-time, electronic eligibility and benefits inquiry to the patient’s health plan at the time of each visit.  The patient is required to place a credit card on file only if the patient’s health plan indicates that (i) he or she still has an unsatisfied deductible, or (ii) coverage is not in effect at the time the patient presents for service.   Patients that meet one of these two criteria but refuse to place a credit card on file are offered the option of making a $120 deposit.If a patient refuses to place a credit card on file and does not wish to make a deposit, he or she is evaluated and treated if the Patient First clinician determines that the patient’s condition will not permit him or her to travel safely to another provider for care.   Credit card information is not held by Patient First.  Instead, it is held securely, in a PCI- and HIPAA-compliant manner, by Patient First’s credit vendor, Wells Fargo.   The patient has the right to revoke his or her charge authorization at any time, and is informed of that right in writing. The patient is asked only to sign a charge authorization on the date of service.  No “hold” or other charge is placed on the patient’s card in connection with the card authorization on the date of service.  In other words, there is no actual charge placed on a patient’s credit card until the claim is processed by the patient’s insurer and we are informed by the insurer of the patient’s out-of-pocket responsibility.   If the patient’s insurer indicates the patient’s responsibility exceeds $**, Patient First provides the patient with written notice of the amount due and its intent to charge the card on file, together with instructions for contesting the charge.  Patient First waits 15 days to charge the patient’s card, during which time the patient retains the ability to revoke his or her charge authorization.If a patient revokes his or her charge authorization, Patient First does not charge the card and instead invoices the patient normally for amounts that the plan determines to be his or her responsibility.  Of course, the patient also has the ability to later contest a processed charge through his or her credit card provider.Please let me know if you need any additional information.  Kathy F[redacted]

Good evening, Thank you for obtaining an updated HIPAA Authorization and again, I am sorry for the inconvenience.  I have attached the letter and enclosures sent to [redacted] today.  Please feel free to contact me with any questions.  Take care, [redacted]

[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 me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If 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 $** 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.

To Whom It May Concern, I am writing in response to Complaint ID #[redacted] regarding Ms. [redacted]. We are in receipt of Ms. [redacted]’* letter regarding her concerns. We 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 issues. However, 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 claims. We 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 visits. Her account will remain in a pending status until a response has been received from them. We apologize for the delay in responding to her concerns. We 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

July 26, 2017 Re: Revdex.com Case # [redacted]       I am writing in response to case # [redacted] for [redacted].  We appreciate you contacting Patient First on behalf of Mr. [redacted]. Our records indicate, to date, we have not received a signed authorization form...

from the patient to address the enclosed complaint specifically. In lieu of responding to the Revdex.com our office has responded directly to the patient verbally and in writing to properly address his concerns.  On behalf of Patient First, we would like to thank you for allowing us to address the patient's concerns. If you need anything further, please feel free to contact me. Respectfully, [redacted]Administrative Services Coordinator Ph: [redacted]Fax: (804) 967-5937[redacted]

Thank you for sharing Ms. [redacted] concerns. Once the authorization has been received, I will be happy to replay to the Revdex.com in detail. In the interim, I will correspond directly with Ms....

[redacted]. Respectfully, Tyler * D[redacted]Patient FirstAdministrative Services Coordinator[redacted] Road[redacted], Va.  [redacted]office: [redacted]toll free: [redacted]fax: [redacted]www.patientfirst.com

I have spoken with the Mrs. [redacted] about this account.  She is authorized to speak on Mrs. [redacted]'s behalf. We 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

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 reviewed the documents ansd now will contact my state AG and consumer protection bureau once again this does not explain after dispute how they can have one file updated as deleted and continue to report on my other two bureaus with now a different balance that [redacted] has noted. Thank you for looking into

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, 2017 and processed payment  on March 26, 2017.  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 error. Now 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,[redacted]

They refused to send us a bill they only told us by phone and they're not willing to help us

Sir/Maam,  I received an Email from the company apologizing for the mistake.  Theystated that they placed my account in a "no statement" status, and that theyremoved my collection account from the collection agency.  They also statedthat they ensured nothing was reported to my credit...

report.  I feel that they are taking steps to correct the action, whereas I wastold initially that there was nothing they could do about my account beingsent to collection.  Thank you for the quick response, and I consider this complaint satisfied.Very Respectfully,
[redacted]

[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 me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
Regards,
[redacted]

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[redacted]Administrative Services Supervisor[redacted]
[redacted]