Lankford Hand Surgery Reviews (%countItem)
Lankford Hand Surgery Rating
Address: 3600 Gaston #450, Dallas, Texas, United States, 75246
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+1 (214) 823-2825 |
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Offices of Lankford Hand Surgery not refunding me money for over-payment.
On Friday February 23rd 2018 I saw Dr. Zehr to look at my fractured right hand. After meeting with Dr. Zehr it was recommended that I be put into a cast. I left the office paying $617.19 only to find out that I should have only paid the $70 copay. On March 3rd 2018 my healthcare provider also paid Lankford Hand Surgery for my claim and that money was processed and in their account on the 3rd. Since then, I have been battling with this office to receive my refund that I RIGHTFULLY and LEGALLY deserve. Numerous calls from myself as well as Cigna (my healthcare providder) were placed to the billing department with no help and no calls back. I was told the only person in the office that can process a refund is the Office Manager, Renee Pincotti. After speaking with Renee today she was everything BUT helpful and had nothing but excuses as to the reason I have not been issued a refund. One of those reasons was that she doesn't process refunds every week and she has been busy, again...that's not my problem. If the facility is so understaffed that it takes three plus weeks to issue a patient a refund, something HAS to be done. I spoke with Cigna and by law, the office has sixty days to issue refund until they are subsequent to legal fees and fines. I really hope I don't have to wait sixty days to get my refund and I would rather not take this to court.
The resolution I am seeking is a refund for $547.19, the amount that I was overcharged by the offices of Lankford Hand Surgery.
This patient was seen in our office on February 23, 2018. At the time of his visit, his insurance benefits were verified and we were told the patient had a deductible that would need to be paid before his insurance would pay anything. The patient signed our office policy upon check-in which states that we collect deductibles, co-pays and coinsurance amounts at the time of service. When the patient checked out, he was charged for his deductible.
Once the insurance company received and processed his claim, the insurance company did not apply the services to his deductible. We received payment from the insurance company on March 13 and I spoke to the patient on Friday March 23 to tell him his refund would be processed in the upcoming week. He did not think that our turn around time for processing his refund was an acceptable time. Legally, we have 60 days to refund a patient, but because we are a small business and we do our accounting internally it is much faster than 60 days. It had been 8 business days since we have received payment and we feel like anything less that 14 days is a good turn around time. The patient will be called when his refund check is ready this week, just as I have promised the patient and it will be 14 days or less.
On Friday February 2, 2018 I had an appointment with Dr. Brian Reyes at Lankford Hand Surgery Association. Before 9:00 am, I sent my completed new patient forms by email stating that my forms were complete and that I did not have a copy of my insurance card but I did have an id to verify I am insured.
When I arrived for my appointment I was asked by one representative if I had completed my forms and for my insurance card and Id. I told that person (whose name I did not get) I had emailed my paperwork and reiterated what the email stated in regards to my insurance card. Then, Jesse, interrupted and stated I would not be able to be seen if I did not have my insurance card. I was told that I may be able to call my insurance company, BCBS, to have them to fax over a copy of the insurance card to the office.
I called BCBS but the representative told me that they did not have access to the insurance cards to fax it to the provider. I spoke back with Jesse and asked her why are they requiring the insurance card when the card does not prove that I have insurance. Of course, the provider has a way to verify insurance coverage without an id card. Jesse stated that she understood that but it was there office policy and if I did not have an insurance card that I would need to reschedule the appointment.
I asked to speak with the office manager. Jesse stated the office manager was not available but she would get the assistant manager. I then spoke to Shelly and she reiterated what Jesse had said. She also stated that they need the card because insurance plans change, she was not sure if I needed a referral. In which all of that can be verified online! An insurance card is not the final factor.
I was very upset. I asked to speak with Dr. Brian Reyes and Shelly told me she would not let me speak to him because he does not handle the billing. I stated it was not a billing issue and Shelly stated that she was not going against her office manager's policy.
The bottom line is, I wasted my time that I took off work. I wasted my money for parking. I was DENIED MEDICAL TREATMENT, NOT because I did not have insurance coverage, NOT because my insurance coverage could not be verified, and NOT because my identity as the insured could not be verified; but because I did not have an insurance card.
This facility provided a disservice to me and the condition that I went in with, was left untreated.
Not applicable Hire employees who respect diversity and who are interested in the medical care of patients.
Contact Name and Title: Renee Pancotti
Contact Phone: XXXXXXXXXX
Contact Email: ***@yahoo.com
Our office policy states that a new patient must present their insurance card and a photo ID in order to be treated and have their insurance claim filed for them. This information is given to the patient prior to their appointment. The insurance card is necessary because it contains information that is necessary to properly file the claim and get the physician paid. There are phone numbers on the back of the card that staff need in order to obtain precertification and authorization for procedures that the patient might need. Inspecting the card, also lets staff determine whether we are in network with your insurance and if a referral is required for your visit. Your particular insurance company lets you (as the customer) log into their website and print a temporary card to present in the case of appointment. This was explained to you and you refused to do so. We were able to verify that you were indeed covered by a 3rd party website - but that website does not tell us if a referral is needed or if we are participating providers in that particular network. It is standard practice at physician's office's to be asked to present your Insurance card on your first visit so that it can be kept on file. Our new patient paperwork that you filled out prior to the appointment also explains this in our financial policy. You were correct that you sent an email stating that you did not have an insurance card and this was not responded to by staff. For that, I truly apologize, as we did drop the ball in responding and explaining your options to you ahead of time. Our policy includes these rules so that we have the required information, not to make a patient's experience in our office horrible. We would be happy to see you with even a temporary card and this explained to you. I apologize that your time was wasted and would be happy to refund your money for parking. I'd also be happy to discuss with you personally if you would like to contact me.