The consumer came to our office yesterday morning and let us know she was transferring care because she was unhappy with our service. She was upset we did not offer later hours or Saturday hours, she did not feel she should have to pay her global payment, and she was non-compliant with the doctor's...
recommendations for her care. She demanded a refund of the funds we had collected to date in her care. While she was in the office, I told her that we would submit her claims to her insurance company and once the claims had been paid we would settle the account. When we called to verify her insurance benefits, her insurance informed us she has a $500.00 deductible that has not been met, therefore the visits we are billing may be her responsibility. The only way to know for sure is to wait till the claims are paid. The insurance company will not guarantee payment. It is our policy not to issue a refund check until the insurance claims have been paid. Consumer became verbally abusive and was asked to leave. I followed up the conversation with the consumer with a secure message detailing what we were doing with her claims.Consumer called our billing department at the end of the day to ask questions about billing her insurance. The insurance clerk went over her account with her and explained the process again. The consumer told our insurance clerk she wanted a copy of the outstanding claims. She was told we could give her a copy, but she would have to complete a release of records form per [redacted] requirements. Consumer again became verbally abusive and threatened to come to the office and kick some as. The insurance clerk told the consumer to calm down or she would not stay on the phone with her. Consumer continued yelling and the insurance clerk hung up the phone and came to tell me what happened. A few minutes later the consumer was at the window yelling and being physically aggressive. I brought her the release of records form to complete and she scribbled across it and threw it at me. I told her it was illegible and I could not honor it. Consumer continued to be verbally abusive and physically aggressive, pointing her finger in my face, shouting, and throwing things at me. I told her to leave or I would call security. She said do it. I called security and two security guards came. Consumer called the sheriff's office. The security officers told her to complete the form and get her billing records or leave. She completed the form, while continuing her verbal abuse and threats. When it was completed, I handed her her billing records and she demanded I go over it with her. I told her it listed the two outstanding claims she requested. She still refused to leave. The two security guards continued to tell her to leave, but she would not. After some time, she started to go, but she told the security office she would be waiting for me in the parking lot. The security guard told her that would not be a good idea. The security guards walked her out. They returned to let us know she was gone. At that time the, the Sheriff arrived and wanted to know what was going on. He said his deputy was downstairs talking to her now. The staff filled him in on what had happened and he said he would stay around to make sure they got to their cars safely. The security guards also said they would monitor the parking lot closely. They also offered to monitor the office today throughout the day. As the consumer was told several times, we have submitted her two outstanding claims and once they are paid, we will either send her a bill for the amount owed, or issue her a refund check for any amount owed to her. Thanks,Crystal [redacted], Practice AdministratorKaty Women's Care
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
Sent: Saturday, January 03, 2015 11:54 AM To: drteam Subject: Complaint [redacted] I received a message that my complaint has been clised as resolved. This issuebhas not been resolved. Upon reading the response from the company I am appalled. The acvount is completely inaccurate and fabricated. My insurance company has verified and explained my insura nce coverages to this ofgice on multiple occasions. They hang up on me and the insurance company when we call. Since the complaint I have paid an additional $26.36 to have my records released but the records still haven't been sent! Please reopen the complaint. I do not owe this office anything. As explained to the office manager, my $500 deductible doesn't apply to care received in their office. All care received in the office is covered by my insurance with no out of pocket from me (verified on several occasions with [redacted]).
Regards,
The consumer came to our office yesterday morning and let us know she was transferring care because she was unhappy with our service. She was upset we did not offer later hours or Saturday hours, she did not feel she should have to pay her global payment, and she was non-compliant with the doctor's...
s. The insurance clerk told the consumer to calm down or she would not stay on the phone with her. Consumer continued yelling and the insurance clerk hung up the phone and came to tell me what happened. A few minutes later the consumer was at the window yelling and being physically aggressive. I brought her the release of records form to complete and she scribbled across it and threw it at me. I told her it was illegible and I could not honor it. Consumer continued to be verbally abusive and physically aggressive, pointing her finger in my face, shouting, and throwing things at me. I told her to leave or I would call security. She said do it. I called security and two security guards came. Consumer called the sheriff's office. The security officers told her to complete the form and get her billing records or leave. She completed the form, while continuing her verbal abuse and threats. When it was completed, I handed her her billing records and she demanded I go over it with her. I told her it listed the two outstanding claims she requested. She still refused to leave. The two security guards continued to tell her to leave, but she would not. After some time, she started to go, but she told the security office she would be waiting for me in the parking lot. The security guard told her that would not be a good idea. The security guards walked her out. They returned to let us know she was gone. At that time the, the Sheriff arrived and wanted to know what was going on. He said his deputy was downstairs talking to her now. The staff filled him in on what had happened and he said he would stay around to make sure they got to their cars safely. The security guards also said they would monitor the parking lot closely. They also offered to monitor the office today throughout the day. As the consumer was told several times, we have submitted her two outstanding claims and once they are paid, we will either send her a bill for the amount owed, or issue her a refund check for any amount owed to her. Thanks,Crystal [redacted], Practice AdministratorKaty Women's Care
recommendations for her care. She demanded a refund of the funds we had collected to date in her care. While she was in the office, I told her that we would submit her claims to her insurance company and once the claims had been paid we would settle the account. When we called to verify her insurance benefits, her insurance informed us she has a $500.00 deductible that has not been met, therefore the visits we are billing may be her responsibility. The only way to know for sure is to wait till the claims are paid. The insurance company will not guarantee payment. It is our policy not to issue a refund check until the insurance claims have been paid. Consumer became verbally abusive and was asked to leave. I followed up the conversation with the consumer with a secure message detailing what we were doing with her claims.Consumer called our billing department at the end of the day to ask questions about billing her insurance. The insurance clerk went over her account with her and explained the process again. The consumer told our insurance clerk she wanted a copy of the outstanding claims. She was told we could give her a copy, but she would have to complete a release of records form per [redacted] requirements. Consumer again became verbally abusive and threatened to come to the office and kick some a
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
Sent: Saturday, January 03, 2015 11:54 AM To: drteam Subject: Complaint [redacted] I received a message that my complaint has been clised as resolved. This issuebhas not been resolved. Upon reading the response from the company I am appalled. The acvount is completely inaccurate and fabricated. My insurance company has verified and explained my insura nce coverages to this ofgice on multiple occasions. They hang up on me and the insurance company when we call. Since the complaint I have paid an additional $26.36 to have my records released but the records still haven't been sent! Please reopen the complaint. I do not owe this office anything. As explained to the office manager, my $500 deductible doesn't apply to care received in their office. All care received in the office is covered by my insurance with no out of pocket from me (verified on several occasions with [redacted]).
Regards,