We appreciate your bringing this report to our attention so we could research and address its contents MDX Hawaii is the Third Party Administrator (TPA) for [redacted] and their insured for Temporary Disability Insurance (TDI) benefits Upon review of the claim, we discovered and acknowledge the request for a call back on Thursday, February 11, 2016, was inadvertently not fulfilled We apologize for this oversight and any inconvenience this may have caused the claimant All encounters with our claimants are documented and we have serviced the claimant times telephonically This does not include the numerous contacts and coordination with her employer and physician also required to resolve date discrepancies The claimant requested a call back on Thursday, March 31, 2016, and we returned the call on Friday, April 1, We were not able to speak with the claimant, but did leave a message for her to please contact us We again reached out to the claimant on Tuesday, April 5, and informed her we were able to reconcile the inconsistencies and her TDI claim could now be approved It takes time to thoroughly research and clear up differences found in a claim and we regret the claimant felt our communication was lacking However, please assure her we take her comments seriously and continually work to improve our service We appreciate her patience and allowing us to resolve the situation, hopefully to her satisfaction Thank you
Dear Revdex.com,Thank you for listening to [redacted] ***'s (***) concerns and passing the concerns to MDX HawaiiThere is no doubt that MDX would have continued to ignore ***'s pleas for help had you not intervened I got a call from Jason on November 8thHe is supposed to be one of the customer service managers I asked him what was going on with customer service at MDX and that MDX has the worst customer service of any organization that I dealth with (this opinion is shared by other medical practices) He asked me if I had examples of what happenedI told him my complaints were detailed in the query I sent to Revdex.com and that is probably why he is calling He then acknowledged the voice mails I sent him which he did not returnHe also acknowleged that customer service "lead" Tracy just took my phone call from customer service but never passed on my message to the MDX claims department He told me he would call me back in two days to update me on what was happening to the claims and that he would give me further information as to who is ***'s MDX account representative if it was my desire not to deal with MDX customer service in the future I did not get a call back from him In the mean time, a family member of ***'s client called MDX customer service and was told "all mentioned claims were paid 30-days from the submission of the claims which is MDX policy." This was a huge lie that left my client's familiy member baffled; the family member was wondering why Revdex.com was contacted if the claims were paid.Having said all the above, [redacted] finally received a check from MDX on 11/11/ There was some customer service supervisor who called me this week and I was unable to talk with her since I was with patientsI will be calling her back next week.Although, obviously, I acknowlege that MDX finally paid long overdue claims, this organization in no way provides "excellence service" and it is an organization full of people who have no clue what is happening and lie their way thru customer service.Ohana, another health insurance company, used to have poor customer service This company actually sent out customer service surveys and took serious actions and now has some of the best customer service If MDX really cares (which I doubt at this point that it does), it would do the same[redacted] Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]
We appreciate your bringing this report to our attention so we could research and address its contents MDX Hawaii is the Third Party Administrator (TPA) for [redacted] and their insured for Temporary Disability Insurance (TDI) benefits Upon review of the claim, we discovered and acknowledge the request for a call back on Thursday, February 11, 2016, was inadvertently not fulfilled We apologize for this oversight and any inconvenience this may have caused the claimant All encounters with our claimants are documented and we have serviced the claimant times telephonically This does not include the numerous contacts and coordination with her employer and physician also required to resolve date discrepancies The claimant requested a call back on Thursday, March 31, 2016, and we returned the call on Friday, April 1, We were not able to speak with the claimant, but did leave a message for her to please contact us We again reached out to the claimant on Tuesday, April 5, and informed her we were able to reconcile the inconsistencies and her TDI claim could now be approved It takes time to thoroughly research and clear up differences found in a claim and we regret the claimant felt our communication was lacking However, please assure her we take her comments seriously and continually work to improve our service We appreciate her patience and allowing us to resolve the situation, hopefully to her satisfaction Thank you
Dear Revdex.com,Thank you for listening to [redacted] ***'s (***) concerns and passing the concerns to MDX HawaiiThere is no doubt that MDX would have continued to ignore ***'s pleas for help had you not intervened I got a call from Jason on November 8thHe is supposed to be one of the customer service managers I asked him what was going on with customer service at MDX and that MDX has the worst customer service of any organization that I dealth with (this opinion is shared by other medical practices) He asked me if I had examples of what happenedI told him my complaints were detailed in the query I sent to Revdex.com and that is probably why he is calling He then acknowledged the voice mails I sent him which he did not returnHe also acknowleged that customer service "lead" Tracy just took my phone call from customer service but never passed on my message to the MDX claims department He told me he would call me back in two days to update me on what was happening to the claims and that he would give me further information as to who is ***'s MDX account representative if it was my desire not to deal with MDX customer service in the future I did not get a call back from him In the mean time, a family member of ***'s client called MDX customer service and was told "all mentioned claims were paid 30-days from the submission of the claims which is MDX policy." This was a huge lie that left my client's familiy member baffled; the family member was wondering why Revdex.com was contacted if the claims were paid.Having said all the above, [redacted] finally received a check from MDX on 11/11/ There was some customer service supervisor who called me this week and I was unable to talk with her since I was with patientsI will be calling her back next week.Although, obviously, I acknowlege that MDX finally paid long overdue claims, this organization in no way provides "excellence service" and it is an organization full of people who have no clue what is happening and lie their way thru customer service.Ohana, another health insurance company, used to have poor customer service This company actually sent out customer service surveys and took serious actions and now has some of the best customer service If MDX really cares (which I doubt at this point that it does), it would do the same[redacted] Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]