Measurement Inc

We are very sorry for the miscommunication regarding which insurance to bill for the patient's visit to our clinic in AugustAt the time the appointment was scheduled, the only insurance identified in our system was PremeraOur process is for our scheduler to request if the
patient has any additional Vision insurance or vision benefit when scheduling a routine eye examThere are no notes in our system to indicate this question was or was not askedWhen the patient checked in for her appointment, the registration staff should have confirmed we would be billing her Medical Insurance for that visit, as that was the only insurance we had listed for herUnfortunately there is no documentation in our system to indicate the patient was asked to confirm this information at the timeI have asked my Director of Scheduling and Registration to review this process with her employees to confirm they understand our process and are complying with itMy Director of Scheduling and Registration has confirmed new employee orientation includes this expectation
The patient indicated she had contacted our clinic regarding the status of her billThere is no evidence in our system to indicate a call was taken and our informatics department has confirmed nobody has accessed the account since the account was billed and subsequently denied by Premera, so I am unable to confirm with whom the patient may have spoken with when she called into the clinic
As a result of receiving this complaint, our billing staff contacted Premera who confirmed the patient has a routine vision benefit through Vision Service Plan (VSP) and we are happy to re-bill this claim to VSP and then refund the patient
My apologies for the confusion and subsequent frustration this misunderstanding caused the patientPlease know we are in the process of rectifying it
Sincerely,
*** ***, CEO
Spokane Eye Clinic
*** ***

I am very sorry you did not have a positive experience with my clinic. When we establish care with a patient, we provide the patient with our patient financial policy which explains we will bill your insurance and any remaining amount after insurance has paid is due within 30 days of the statement...

date. Our policy also states it is the patient's responsibility to know what is covered by his or her insurance plan. We provided our policy to your husband at his first visit. Our contract with your insurance company means we accept the payment terms from your insurance company  to include collection of co-pays, deductibles, and co-insurance amounts from the patient. In your husband's case, I confirmed your insurance company applied the allowed payment amount for both visits towards the deductible associated with your husband's plan, and since we are obligated to honor the terms of our contract with your insurance company, we cannot adjust our bill, since we have consistent billing and collection policies for all of our patients with that particular insurance. If your husband would like to contact me directly to discuss medical necessity for the testing done, I am happy to have that conversation with him. Out of respect for confidentiality of his protected health information, I am not at liberty to provide details about his care in this response, but am happy to discuss this further with him by phone, and again am very sorry for the misunderstanding.  Sincerely, Jan S[redacted], CEO Spokane Eye Clinic (509) 459-4599