KORT

Mr [redacted] was given an estimation of benefits per verification with his insurance companyWe can only relay his benefits to him per his insurance, and once they receive claims they will process according to his benefit level at the time of service.However, we believe that the claims for his therapy were sent to the wrong [redacted] departmentWe are working with [redacted] to see that the claims are paid by the correct department and as an in network providerOur billing department will be in contact with Mr [redacted] Once the issue has been resolved.Sincerely, [redacted] ***See attachment for original

I wanted to take a moment to address the complaint to the Revdex.com made by this consumerI certainly understand her frustration with the orthoses not being covered by her healthcare planIt is true that her physician recommended orthoses for her hands due to the pain that she had been experiencingThis client was worked in as that was convenient for her on Bilateral hand-based orthoses were custom fabricated for her hands in the office on that dayShe was able to leave with them on her handsIf information was requested regarding the cost of the orthosis that day, it was not known to usThe information is clearly posted above our orthotic fabrication pan for any patient that wants or needs the informationThere is no reason for us to withhold that information from any patientKORT is in network with this individual’s insurance planThere are a variety of plans with this provider This client was present in our office from 1530-for the fabrication of her custom orthoses not including the arrival time approximately minutes prior to complete the appropriate paperworkDuring the minute time frame, therapists were involved in the fabrication of the custom orthoses without which, this client would have been here longerBoth hands were assessed with ROM and grip and pinch testing to establish a baselineWhen pain has been present for an extended period without relief, our orthotics are frequently recommended prior to the recommendation for surgery for any individual with this condition On the client arrived unannounced to our clinic with a bag containing her orthosisWe were not aware at that time that there were two in the bagWe expressed that $seemed a lot for the type of orthosis that you received (thinking that she had one) I went to where the charges are displayed above the pan as explained above and told the client the cost of the splintWe were made aware that there were twoThe cost for two would total $It wasn’t clear to me at the time why her insurance had not covered the orthoticsWe copied her bill from our companyWe attempted to address the client’s concern at that time expressing that in our experience her provider covers the cost of most splints and have not previously had difficulty with coverageWe told the client to hold on to the orthotics while we looked into the matterWe contacted her on regarding the explanation of benefitsThe client’s choice of policies has a $deductible for Durable Medical Equipment which had not been met at the time of the fabrication The client stated that she was not satisfied and that she ordered some from Amazon that worked equally as wellThe client did not sound angry or frustrated at that timeShe was encouraged to contact our billing office which, I was made aware, she did Although I understand her frustration, her orthotics were fabricated by two hand therapists who specialize in upper extremity rehabilitation and fabrication of specialized orthotics for pain relief, minimizing deformities, and facilitating functional use of the hands either before or after surgeryIn her case, we were pursuing pain reductionIf she was dissatisfied with the orthoses, she should have contacted us prior to receiving her billThere was a week window during which time we were unaware of any dissatisfaction that she may have hadWe work in patients at their convenience to address any concerns that they might have regarding their orthoses because we are aware that in some instances, they might be able to postpone a surgical procedure which is much more costlyWe are passionate about our specialization in the upper extremity and believe that our product is more than satisfactory in reducing the need for emergent surgery Thank you for allowing me the opportunity to respond and feel free to contact me with any additional concerns or questions Sincerely, [redacted] , MHS, OTR/L, CHT Clinic Director

I wanted to take a moment to address the complaint to the Revdex.com made by this consumerI certainly understand her frustration with the orthoses not being covered by her healthcare planIt is true that her physician recommended orthoses for her hands due to the pain that she had
been experiencingThis client was worked in as that was convenient for her on Bilateral hand-based orthoses were custom fabricated for her hands in the office on that dayShe was able to leave with them on her handsIf information was requested regarding the cost of the orthosis that day, it was not known to usThe information is clearly posted above our orthotic fabrication pan for any patient that wants or needs the informationThere is no reason for us to withhold that information from any patientKORT is in network with this individual’s insurance planThere are a variety of plans with this provider
This client was present in our office from 1530-for the fabrication of her custom orthoses not including the arrival time approximately minutes prior to complete the appropriate paperworkDuring the minute time frame, therapists were involved in the fabrication of the custom orthoses without which, this client would have been here longerBoth hands were assessed with ROM and grip and pinch testing to establish a baselineWhen pain has been present for an extended period without relief, our orthotics are frequently recommended prior to the recommendation for surgery for any individual with this condition
On the client arrived unannounced to our clinic with a bag containing her orthosisWe were not aware at that time that there were two in the bagWe expressed that $seemed a lot for the type of orthosis that you received (thinking that she had one) I went to where the charges are displayed above the pan as explained above and told the client the cost of the splintWe were made aware that there were twoThe cost for two would total $It wasn’t clear to me at the time why her insurance had not covered the orthoticsWe copied her bill from our companyWe attempted to address the client’s concern at that time expressing that in our experience her provider covers the cost of most splints and have not previously had difficulty with coverageWe told the client to hold on to the orthotics while we looked into the matterWe contacted her on regarding the explanation of benefitsThe client’s choice of policies has a $deductible for Durable Medical Equipment which had not been met at the time of the fabrication. The client stated that she was not satisfied and that she ordered some from Amazon that worked equally as wellThe client did not sound angry or frustrated at that timeShe was encouraged to contact our billing office which, I was made aware, she did
Although I understand her frustration, her orthotics were fabricated by two hand therapists who specialize in upper extremity rehabilitation and fabrication of specialized orthotics for pain relief, minimizing deformities, and facilitating functional use of the hands either before or after surgeryIn her case, we were pursuing pain reductionIf she was dissatisfied with the orthoses, she should have contacted us prior to receiving her billThere was a week window during which time we were unaware of any dissatisfaction that she may have hadWe work in patients at their convenience to address any concerns that they might have regarding their orthoses because we are aware that in some instances, they might be able to postpone a surgical procedure which is much more costlyWe are passionate about our specialization in the upper extremity and believe that our product is more than satisfactory in reducing the need for emergent surgery
Thank you for allowing me the opportunity to respond and feel free to contact me with any additional concerns or questions
Sincerely,
*** ** ***, MHS, OTR/L, CHT
Clinic Director

Mr. [redacted] was given an estimation of benefits per verification with his insurance company. We can only relay his benefits to him per his insurance, and once they receive claims they will process according to his benefit level at the time of service.However, we believe that the claims for his therapy...

were sent to the wrong [redacted] department. We are working with [redacted] to see that the claims are paid by the correct department and as an in network provider. Our billing department will be in contact with Mr. [redacted] Once the issue has been resolved.Sincerely,[redacted]See attachment for original.

I wanted to take a moment to address the complaint to the Revdex.com made by this consumer. I certainly understand her frustration with the orthoses not being covered by her healthcare plan. It is true that her physician recommended orthoses for her hands due to the...

pain that she had been experiencing. This client was worked in as that was convenient for her on 4.29.15. Bilateral hand-based orthoses were custom fabricated for her hands in the office on that day. She was able to leave with them on her hands. If information was requested regarding the cost of the orthosis that day, it was not known to us. The information is clearly posted above our orthotic fabrication pan for any patient that wants or needs the information. There is no reason for us to withhold that information from any patient. KORT is in network with this individual’s insurance plan. There are a variety of plans with this provider.
This client was  present in our office from 1530-1610 for the fabrication of her custom orthoses not including the arrival time approximately 30 minutes prior to complete the appropriate paperwork. During the 40 minute time frame, 2 therapists were involved in the fabrication of the custom orthoses without which, this client would have been here longer. Both hands were assessed with ROM and grip and pinch testing to establish a baseline. When pain has been present for an extended period without relief, our orthotics are frequently recommended prior to the recommendation for surgery for any individual with this condition.
On 6.9.15 the client arrived unannounced to our clinic with a bag containing her orthosis. We were not aware at that time that there were two in the bag. We expressed that $400 seemed a lot for the type of orthosis that you received (thinking that she had one).   I went to where the charges are displayed above the pan as explained above and told the client the cost of the splint. We were made aware that there were two. The cost for two would total $398. It wasn’t clear to me at the time why her insurance had not covered the orthotics. We copied her bill from our company. We attempted to address the client’s concern at that time expressing that in our experience her provider covers the cost of most splints and have not previously had difficulty with coverage. We told the client to hold on to the orthotics while we looked into the matter. We contacted her on 6.12.15 regarding the explanation of benefits. The client’s choice of policies has a $2000 deductible for Durable Medical Equipment which had not been met at the time of the fabrication.  The client stated that she was not satisfied and that she ordered some from Amazon that worked equally as well. The client did not sound angry or frustrated at that time. She was encouraged to contact our billing office which, I was made aware, she did.
Although I understand her frustration, her orthotics were fabricated by two hand therapists who specialize in upper extremity rehabilitation and fabrication of specialized orthotics for pain relief, minimizing deformities, and facilitating functional use of the hands either before or after surgery. In her case, we were pursuing pain reduction. If she was dissatisfied with the orthoses, she should have contacted us prior to receiving her bill. There was a 5 week window during which time we were unaware of any dissatisfaction that she may have had. We work in patients at their convenience to address any concerns that they might have regarding their orthoses because we are aware that in some instances, they might be able to postpone a surgical procedure which is much more costly. We are passionate about our specialization in the upper extremity and believe that our product is more than satisfactory in reducing the need for emergent surgery.
Thank you for allowing me the opportunity to respond and feel free to contact me with any additional concerns or questions.
Sincerely,
[redacted], MHS, OTR/L, CHT
Clinic Director