Lyons Primary Urgent Care, LLC

I spoke with [redacted] again regarding Miss [redacted] ’s medial claimThey would not send me over any kind of receiptI guess they just don’t do that because claims are sent electronicallyThey did however give me a payor receipt numberIt is [redacted] Payor Report # is [redacted] Claims are electronically sent to her Network (not her [redacted] Insurance [redacted] )The back of her card should state this as wellIf she is questioning this, please advise her to call ***I will follwith [redacted] in business days to see if [redacted] has repriced her claim, and to see if it is finished.Please let me know if there is anything else I can do.Krista B [redacted]

Please see the attached paperwork regarding a medical plan claim for [redacted] This showsall the claim notes associated with date of senrice 10/11/I have circled the dates showingwhen the claim was submitted to her insurance ( [redacted] )The insurance has not processed thisclaim yet, and unfortunately our office cannot control the processing time in which this wouldoccurWe have months from the date of service to submit her claims to her insurancecompanyThis was verified with [redacted] at [redacted] tnsurance.During the claim processing time period, the patient may receive a statement in the mail, butthey are not responsible for making a payment until they receive an EOB from their insurancecompanyThis is the typical process for most medical officesI spoke to Mrs [redacted] lastTuesday (3/14/17) and she stated she understood this.Please feel free to contact me with any questions.Thank you,Krista B [redacted] Billing Manager

I was trying to post the reason I was rejecting a claim and the system sentmy response before I could type anything.This a regarding my claim against Lyons Primary Urgent Care.I will always reject any responses from them because I believe theircustomer service skills are very lackingI will always feel that I did mypart as a patient to get my daughters bill taken care of from the start andevery response I got from them was "we'll look into it" and nothing wasever doneI believe that the only reason my insurance was finally billedwas because I filed a claim with the Revdex.com.As Krista noted that I should have seen where to post claims on the back ofmy insurance cardFor her information the back of my card states "submitall medical claims to :***" the only mention of *** is when you need aprecert or emergency Hospital stay.I work for Fairfield Medical Center and we strive to give great patientcare and this company could use some lessons in that! Also I work for aspecialist where it is to be charged $for a office visit.This office is located in a very rural/low income population and $isvery steep, especially for the care givenI feel for the patients thatcontinue to go there.My claim was finally filed April 13th for a October 11, date ofservice and my insurance has already sent them a check.I'm thankful that this is finally taken care of and I never have to dealwith them again nor will any of my friends or familyIf I was to givethem a rating it would be a big fat 0.Thank you for all your help.*** ***

Please see the attached paperwork regarding a medical plan claim for [redacted] This showsall the claim notes associated with date of senrice 10/11/16. I have circled the dates showingwhen the claim was submitted to her insurance ([redacted]). The insurance has not processed thisclaim yet, and...

unfortunately our office cannot control the processing time in which this wouldoccur. We have 12 months from the date of service to submit her claims to her insurancecompany. This was verified with [redacted] at [redacted] tnsurance.During the claim processing time period, the patient may receive a statement in the mail, butthey are not responsible for making a payment until they receive an EOB from their insurancecompany. This is the typical process for most medical offices. I spoke to Mrs. [redacted] lastTuesday (3/14/17) and she stated she understood this.Please feel free to contact me with any questions.Thank you,Krista B[redacted]Billing Manager

I believe Krista's response is false.  What she didn't tell you was that I have been trying since I received our first bill to get this company to even file a claim with my insurance.  I received the first bill dated November 28th stating " [redacted] notified us that you were not covered under their plan.  This balance is your responsibility.  If this is incorrect contact your insurer."  I went online to my [redacted] account and there wasn't even a claim filed and then I even called [redacted] customer service who confirmed that there was never a claimed filed.  On December 5th I called Lyons Primary to see if they had my correct card number because I have had [redacted] for 6 years now.  I was told that they were still waiting to hear back from [redacted] and to disregard my bill.  I continued to check the [redacted] website for the claim and it never happened.  Then I received a statement dated January 2, 2017 that still showed I owed $150.00 with a note " your health insurance has been billed correctly and the remaining balance is your responsibility.  Your balance is now past due."  I again checked with [redacted] and spoke to [redacted] who told me "no, they have never filed a claim".  This upset me because the statement makes it seem like I'm delinquent on the bill so I called and spoke to [redacted], who couldn't explain to me what or how the billing worked even though she was supposedly in charge of billing.  I explained to her that they needed to file a claim with my insurance before I pay anything and she said that she would work on it.  I didn't receive another statement so on February 1st I checked with [redacted] again and still Lyons Primary hadn't filed a claim, so I called them and again spoke to [redacted] who again couldn't explain why they weren't billing my insurance!  I haven't received another statement since then but in late February I started getting automated calls it stated "this is Lyons Primary and we are trying to reach you regarding your past due bill of $150.00.  Please call our office or you can pay online".  I didn't have their number with me to call back so I called the automated number and it was their Nurse Practioners cell phone??  Of course I didnt leave a message because I thought that was very strange.  At this point I was ready to pull my hair out because they had still not billed my insurance.  I called yet again and left a message for billing because they were unavailable and I received a callback from now a Krista who left me a voicemail assuring me that she would check on my bill and get it taken care of as soon as possible and that she was sorry that this had happened.  In mid March I receive again an automated call regarding my bill!  I called Lyons Primary back and this time I spoke to Linda who stated that she is the Office Manager.  I expressed to her my extreme frustration with her office and their billing skills!  I asked her if she could explain the billing process to me and she was unable to do that, which surprized me coming from an office Manager.  I told her that I work for a doctors office and I understand insurance companies.  I told her that they only have a certain amount of time to file with insurance so they will pay and that I wouldn't pay them anything until they did that!  I also told her that I felt I had been doing my part as a patient to get this bill taken care of but I felt that I was getting the run around by her office!  I also let her know I wouldn't be giving their name to anyone because of this horrible customer service and that I would never be back and didn't expect them to be in business very long if this is how they run things!  Then I received my callback from Krista who never told me anything about my insurance not processing the claim, she told me that they use an outside billing company who sent my claim to the wrong address for [redacted].  I was completely surprised to hear this because in the numerous calls I've had with Lyons Primary no one has ever stated that they use an outside billing company.  Also I found it hard to believe that they sent the claim to the wrong address because [redacted] is small they have one location in Newark, Ohio, they aren't like [redacted] or [redacted] who would have multiple offices.  I felt that I was again being lied to so I decided not to argue but to just file my claim with the Revdex.com and be done with this craziness.  I haven't checked today but as of March 24th there wasn't a claim filed yet with [redacted].  Please just bill my insurance!! Thank you,  
[redacted]

I spoke with [redacted] again regarding Miss [redacted]’s medial claim. They would not send me over any kind of receipt. I guess they just don’t do that because claims are sent electronically. They did however give me a payor receipt number. It is [redacted] Payor Report # is [redacted]. Claims are electronically sent to her Network (not her [redacted] Insurance [redacted]). The back of her card should state this as well. If she is questioning this, please advise her to call [redacted]. I will follow-up with [redacted] in 7 business days to see if [redacted] has repriced her claim, and to see if it is finished.Please let me know if there is anything else I can do.Krista B[redacted]