K2 Foot and Ankle, PLLC

Complaint: [redacted]
I am rejecting this response because:I am not satisfied with how the doctors office responded.I am upset about being sent to collections because I should have been notified that the account was outstanding and was being sent to collections.  I was never made aware that it went to collections until the debt collector called on 5-9-16.1.     A statement from Dr. S[redacted]’s office is a courtesy?  That is the reason that I NEVER received a bill in 3 years.  You never had any statements returned, because they were never sent.  I never even received an email through your patient portal.  When I did receive a bill on 4-5-16 it said “patient-balance due mischarge” and that the account was “current.” I responded within a week to that bill in an effort to find out what was mis-charged.  To me MIS-CHARGE does not mean COLLECTIONS.2.     Dr. S[redacted]’s billing department “reprocessed” several times because of their error.  Our secondary insurance had to ask multiple times for a refund.  They told me that they did a “force take back” for money that they paid because of being billed incorrectly.3.     Once I was notified by mail in April of a “mis-charge” I immediately responded.  Dr. S[redacted]’s office never responded to my letter or two emails asking for clarification.  At that point they could have responded when I asked for it, but they ignored all three requests. 4.     We disagree on what “respect” means.  To me, respect means notifying the patient.  I am honest when I say that I was NEVER contacted by mail or phone.  (My phone number, address and email are still the same.)  5.     I have looked at the EOB and you were charging, mischarging, refunding, recharging and sometimes charges were never rebilled because of your errors.  In May I provided your debt collector with the primary insurance EOB as requested.
Sincerely,
[redacted]

This was a person that went to collections and is upset about that.  All of our patients do receive a statement from us as a courtesy ONLY.  It is the patients responsibility to know what is owed to us via their insurance EOB (explanation of benefit).  This particular patient DID have...

statement's mailed out to them, whether they received it is unknown to us.  There was no "return mail"  posted on their account.  They patient was informed of this and that it is their responsibiltiy to follow-up with us after they received their EOB from their insurance company.  A far as the turn-around on accounts, this one was "reprocessed"  multiple times to have the insurance make payments on behalf of the patient.  The turn-around time was fault of their insurance company.  Here at K2 Foot and Ankle we pride ourselves in handling each patient with the utmost respect and care both with their care and treatment and care but also with how we handle their insurance billing.  We also give patent's many more months than we possibly should to attempt to make payment on their account before sending them to collections.