ISO Diagnostics

Tell us why here... Dear [redacted]I am happy to assist our patient, however; I can not share any patient information with the Revdex.com without a signed Release of Information form. This is a form the Revdex.com has access to, however; I would be happy to attach one if that is necessary.  Thank...

You, Fawn M[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.  
Patient First indicated that they would respond to me directly.  I have not received any communication in regards to this complaint or my prior attempts to contact Patient First.
Regards,
[redacted]

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.com. Due to the absence of this release form, Patient First has contacted the patient directly via written correspondence. Should you...

have any questions, please feel free to contact me. Tish C[redacted]Administrative Services Coordinator Patient First

Complaint ID #: [redacted]   We appreciate you contacting Patient First on behalf of Mr. [redacted] regarding his concerns. We have responded to Mr. [redacted] via letter regarding his concerns. Please 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 visit. Our 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 90 days after his visit. Therefore, the account was reviewed and appropriately turned over to [redacted] on November 28, 2016. Mr. [redacted] submitted a payment for his principle balance, excluding the accrued late fees on November 30, 2016.   As a courtesy, we have adjusted the late fees [redacted], collection fees, and interest. We have requested the account with [redacted] to be closed. Please 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 concerns. If you need anything further, please feel free to contact me.   Respectfully,   Shantae W[redacted] Administrative Services Coordinator 1-800-447-8588 ext. [redacted]

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 42 C.F.R. §164.508(a)(1) and §§4-301 et seq. of the Health General article of the Maryland Code, respectively. At 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 directly. Thank you. Respectfully, Shantae W[redacted] Administrative Services Coordinator 1-800-447-8588 ext. [redacted]

Mr. [redacted] came to Patient First on June 25, 2016 with the compliant of Fall, right side injury. He was evaluated, X-rayed, medication provided and was diagnosed with [redacted] of right back [redacted] of [redacted]. Mr. [redacted] returned on June 27, 2016 and needed his “workers comp...

form” completed and his final evaluation to return back to work. He was indeed evaluated and the form was completed. This is considered and follow-up visit and was filed to Mr. [redacted].A claim was submitted for the initial visit and applied to his deductible. His secondary insurance was filed and a portion was paid however a balance of $[redacted] was Mr. [redacted] responsibility due to his deductible. Three statements were sent to Mr. [redacted] and he was then turned over to collections.A claim was also submitted for his follow-up visit of which his insurance paid because he had now met his deductible. Again, another three statements were sent with no response. Once an account has been turned over to collections the fees and interest are applied. If Mr. [redacted] wishes to pay his original balance of $[redacted], we are more than willing to work with him.

Dear Mr.
[redacted]:I am in
receipt of your Revdex.com complaint regarding a visit for [redacted]
to our [redacted] location on March 13, 2016. We are sorry to hear that you
have been having difficulty with the claim for this date of service processing
without a referral which caused a balance due to deductible. My review
with our insurance representative here at Patient First shows, per the [redacted]
website, there is no referral on file for this date of service and we were
unable to locate the referral number that you provided. However, also per the
website, [redacted] has reprocessed this claim on 3.26.17, and paid the claim in
full except for the $** copay which you paid at the time of service. Please
allow 10-14 days for this payment to post to the account. At that time the late
fees will reverse, and the account will come out of collections. I will be
monitoring this account for the insurance payment to post and will forward you
an itemized statement once the account shows a $* balance.  Mr.
[redacted], thank you for allowing me to address your concerns. On behalf of
Patient First we wish you and your family good health.  Sincerely,Tish
C[redacted]Administrative
Services Coordinator[redacted]

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.com. Due to the absence of this release form, Patient First has contacted the patient directly via written correspondence. Should you...

have any questions, please feel free to contact me. Thank you, Melissa B[redacted] Administrative Services Coordinator Patient First [redacted]
[redacted] Melissa.B[redacted]@PatientFirst.Com

To whom it may concern:Thank you for your inquiry regarding the status of Revdex.com Case # [redacted].  This issue was resolved with the patient on 07/26/2017.  I contacted Mr. [redacted] and advised him that his balance was due to his deductible with his insurance.  I advised him that he was billed appropriately and, due to non-payment, his balance was appropriately sent to collections.  As a courtesy to Mr. [redacted], I removed the balance from the collection status and waived the collection fees.  I advised Mr. [redacted] that he is responsible for the remaining balance of $[redacted] and he stated he would contact our billing department to submit his payment.  Mr. [redacted] was satisfied with the outcome of Patient First's review and judgment regarding his dispute.If you require any additional information, please feel free to contact me directly at [redacted].  Respectfully,[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.
Patient First is still not removing the collection which is hurting my credit, costing me purchasing power and delaying my ability to gain credit. Moreover, Patient First is still claiming a referral is not on file which is not the case. I have attached a copy of that referral here once again for Patient First. This 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 2016. However, much as they did to the Revdex.com, they claimed HIPAA precluded them from talking to anyone but me which is incorrect. Either 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 attached. A 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 error. Imagine 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 [redacted]. 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 provided. The only remedy would be an apology and immediate removal of collection.
Regards,
[redacted]

The account has been reviewed and I can advise, the parent/Guardian that brings in the patient (gives permission to treat) is the responsible party.  The responsible party is not always the policy holder of the Insurance.The person who brings in the patient signs the Treatment and Payment...

Policy prior to treatment.  This form states he/she understand he/she will be responsible for the amount the insurance company does not cover.Please let me know any additional information is needed.  Thank you, Kathy F[redacted]Administrative Services Coordinator[redacted]

I am writing in response to an inquiry placed on your behalf regarding a visit to our [redacted] center on August 31, 2016.   You presented with a form that needed completion for an, [redacted] An office visit was charged and [redacted] was completed. This is considered an...

administrative physical and was coded appropriately as such.   Upon review of your account, the charges were appropriate for the evaluation and physician’s time. A claim was filed and paid. As a one-time courtesy, I will reverse the late fee and apply a credit adjustment of [redacted]. Your balance is now zero. While the billing statements come from Patient First, the patients’ monetary responsibility is based solely on the Explanation of Benefits (EOB) from your insurance company. No other adjustments are appropriate based on contractual agreements with your participating insurance plan.   Respectfully,   Tyler D[redacted] Administrative Services Coordinator [redacted] tyler.d[redacted]@patientfirst.com

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 specifically. In...

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 concerns. If you need anything further, please feel free to contact me.   Respectfully,    Shantae W[redacted] Shantae W[redacted] Administrative Services Coordinator 1-800-447-8588 ext. [redacted] Tell us why here...

Good morning,Unfortunately, the attached Release of Information is designated for [redacted].  Mr. [redacted] will need to sign a form specifically naming Patient First in order for a Coordinator from Patient First to relay the details to the Revdex.com.  I am...

sorry for the inconvenience.   Take care, Amber S[redacted]Patient First Administrative Services Supervisor ([redacted]