Complaint ID # [redacted] Dear Ms [redacted] : Thank you for the opportunity to respond to the complaint filed by a patient in our Aliso Viejo locationWe are unable to disclose the private health information in this caseI will speak directly to the billing on his account.The patient presented and wanted to use his private health insuranceAt the time the insurance was verified, our representative made an error and told the patient that he only had a co-pay and that the deductible had been metAfter receipt of the explanation of benefits, the insurance applied the charges, after our contractual adjustment, to the unmet deductibleThe patient signed an authorization at the time of service giving permission to bill his credit card for charges not collected on the date of serviceI have attached a copy of this for your perusal.The patient called our manager in Aliso Viejo and was very confused and upset as to why he owed any co-insuranceThe manager explained that the charges went to his deductibleBecause the patient was upset, she agreed to reverse the charges on his accountHe seemed satisfied at that time of the outcomeAt that point, we felt the issue was resolvedPresently, the patient does not have a balance on his account.I hope that resolves this issueAgain, thank you for the opportunity to respond.sincerely, [redacted] , MDMedical Director
Complaint ID # [redacted] Dear Ms [redacted] : Thank you for the opportunity to respond to the complaint filed by a patient in our Aliso Viejo locationWe are unable to disclose the private health information in this caseI will speak directly to the billing on his account.The patient presented and wanted to use his private health insuranceAt the time the insurance was verified, our representative made an error and told the patient that he only had a co-pay and that the deductible had been metAfter receipt of the explanation of benefits, the insurance applied the charges, after our contractual adjustment, to the unmet deductibleThe patient signed an authorization at the time of service giving permission to bill his credit card for charges not collected on the date of serviceI have attached a copy of this for your perusal.The patient called our manager in Aliso Viejo and was very confused and upset as to why he owed any co-insuranceThe manager explained that the charges went to his deductibleBecause the patient was upset, she agreed to reverse the charges on his accountHe seemed satisfied at that time of the outcomeAt that point, we felt the issue was resolvedPresently, the patient does not have a balance on his account.I hope that resolves this issueAgain, thank you for the opportunity to respond.sincerely, [redacted] , MDMedical Director