K & G Auto Center

One of the employees in the Business Office brought to my attention that one of our patient's husbands had called because his wife had not received her refund of $89.75 from April 2014.  When I checked the patient's account we had collected at the time of service to cover her 15%...

coinsurance.  Her insurance had paid on 04/22/14 at 100% so the patient was due back the $89.75 that our business office had collected at the time of service.   This was the first I had heard of the patient's husband calling.  I understand that he had called 3 or 4 times.  Our corporate office requires that we process refunds on a monthly basis so I am not sure how this patient got over looked but I entered the patients refund in our bill pay system at that point and called the corporate office in Nashville to ask them to process the refund as soon as possible.  I received a phone call from them the following morning that they had processed the refund and that a check had been mailed.  I then called the patient to let them know that the check had been processed and mailed from our corporate office.  When I called the patient was having trouble hearing me and sounded busy.  I did not get to apologize to her but did let her know that her refund was in the mail to her.   I received the Revdex.com complaint notice the next day and sent an email to the email address listed on the Revdex.com complaint to apologize for the length of time it took the patient to receive their refund and to give the patient my information.  I have been the office manager her at the facility since it opened 11 years ago and I have worked for the doctors at the facility for 25 years.  If I had known sooner that there were a problem with one of our patients I would have addressed it sooner.  I hope that the patient will accept my apology for the inconvenience we caused him and use our facility in the future.  Any time there is a problem with billing I need to know so I can help the patient get the issue resolved. 
[redacted], Office Manager for River Oaks Endoscopy, [redacted]