Jocelyn Trent, MD Pediatrician

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*** ***

After reviewing all details listed in the customer complaint, it is apparent we did not clearly communicate our business practices with the customer. According to our records:[redacted] provided address, insurance and patient demographics such as date of birth when she made the appointment....

The no show policy was explained during this call. A reminder call was placed the day before the appointment.  Two statements have been sent to [redacted].  We have attempted one collection call, which resulted in leaving a voicemail. It is unfortunate the customer was unclear on our business practices.  We have adjusted the account to a balance zero. Thank you,Chiquita J[redacted]

Dear [redacted],Revdex.com Complaint ID [redacted]:Thank you for contacting our office. This letter is in response to a complaint ID [redacted]. The member, [redacted] is part of [redacted] Insurance Company of which we are a participating provider. With the changes in healthcare legislation...

affecting many provider offices, many consumers are unaware of the nuances of the environment.The member is partially correct however as part of the claim adjudication process, the claim is repriced, adjusted and then rebilled to the member. The member is unaware that the practice already knows repriced amount. Based on our documented high deductible policy, the practice reserves the right to collect in advance, the amount that is payable by the member. During our conversation with a [redacted] Member Services Representative we were advised that although a well visit is covered, payments are not guaranteed until the claim is received and processed.We apologize if the member misunderstood the policy or the office practice. If after repricing and claim adjudication is complete, the practice will refund any balance owed to the member.Sincerely,

After reviewing all details listed in the customer complaint, it is apparent we did not clearly communicate our business practices with the customer. According to our records:[redacted] provided address, insurance and patient demographics such as date of birth when she made the...

appointment. The no show policy was explained during this call. A reminder call was placed the day before the appointment.  Two statements have been sent to [redacted].  We have attempted one collection call, which resulted in leaving a voicemail. It is unfortunate the customer was unclear on our business practices.  We have adjusted the account to a balance zero. Thank you,Chiquita J[redacted]

Review: We recently changed our Health Insurance provider, and requires us to find new doctor for our 4 year old daughter. Upon research of doctors from the network, we decided to try Jocelyn Trent. We went to her office to have my daughter seen for a well baby check up on 4/9/14. While there, I had to step out for a few minutes, and so my wife accompanied my daughter until she's seen by Jocelyn Trent. During the examination, she has expressed to my wife that we have a high deductible (of which we are aware), and made a comment that having a high deductible is the same thing as having no insurance. My wife start to feel uncomfortable of that comment. Trent stepped outside and spoke to her billing department, and later her staff came in and stated that we need to pay upfront even though we have insurance coverage. Still not back in her office, I spoke to her staff, and have explained that my insurance has advised us not to pay any upfront costs, because the charges will be repriced based on our benefits under the policy. Once repriced, that amount should be billed to us, then we will pay at that time. The staff has demanded that I need to pay upfront, and there's no way around it, dismissing my explanation. I called my insurance provider customer service, and was about to go back inside Trent's office, the customer service has explained that under my high deductible policy, preventive check up is covered, and is outside the deductible, and will be paid for by the insurance upon receipt of the bill. As I went back in the office, I had the customer service spoke to the billing department. Although, it was explained to them by my insurance provider's customer service, they still demand for payment. My wife was embarrassed, and uncomfortable, and so as I. We felt that we are classified as uninsured, and was treated as such, even though, I have a good policy. We felt that we're discriminated because of high deductible. People in the office were staring at us, and so as other patients in the office.Desired Settlement: Apology.

Business

Response:

Dear [redacted],Revdex.com Complaint ID [redacted]:Thank you for contacting our office. This letter is in response to a complaint ID [redacted]. The member, [redacted] is part of [redacted] Insurance Company of which we are a participating provider. With the changes in healthcare legislation affecting many provider offices, many consumers are unaware of the nuances of the environment.The member is partially correct however as part of the claim adjudication process, the claim is repriced, adjusted and then rebilled to the member. The member is unaware that the practice already knows repriced amount. Based on our documented high deductible policy, the practice reserves the right to collect in advance, the amount that is payable by the member. During our conversation with a [redacted] Member Services Representative we were advised that although a well visit is covered, payments are not guaranteed until the claim is received and processed.We apologize if the member misunderstood the policy or the office practice. If after repricing and claim adjudication is complete, the practice will refund any balance owed to the member.Sincerely,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,