NAPA Anesthesia of Virginia

Review: I am currently appealing a decision by my insurance company, and while every other entity I have had to contact has provided concise, prompt, and complete service, FOAA Anesthesia Services has given me false information, changed their stories, and denied simple service requests. On July 22, 2013, I spoke with a **. [redacted] who told me that they would not wait for my appeal to be decided, that I would need to pay $100 a month for twelve months, which I informed him I was not able to do. He then told me I would need to pay $50 a month for 6 months, and then it would be increased to $100 a month for the remainder (a total bill of $1,200). He told me my money would be refunded if my appeal was approved. I told him that I could not guarantee my ability to pay $100 a month, even after six months, and the call was ended with my understanding that I would receive an updated bill reflecting the $50/month charge. I never received anything. On August 7, 2013, I was called by **. [redacted], who informed me that, as I had not come to an agreement, they were following up, and that I would have a few days to call my insurance company to resolve the matter - that this was their company policy because I had not confirmed a payment arrangement. I informed her of the above call (I have dates, times, and notes of every phone call), and that I had been waiting for a revised bill. I was put on hold for six minutes while she obtained "more information." She then told me they could offer to allow me to pay $50 for 90 days, but then I would have to pay $100 a month for the remainder. I informed her this was NOT what I had been told previously, and I would not agree to that arrangement. I was told the recorded phone call would be reviewed, and I would be contacted in 48-72 hours. I did not receive a call back until August 13, 2013, again, from **. [redacted]. This time I was told that **. [redacted]' original arrangement should have never been offered as it is against their policy, but they would honor the initial $50 a month for six months, with an increase to $100 for the remainder. I repeated that I could not guarantee my ability to pay $100 a month - I have a single income, I am not independently wealthy, and I have other bills I have to pay every month. I then told her that, based on the differing stories I was continuing to receive, I did not trust their word that any money I pay would be refunded when my appeal is approved; each time I was called, I was given different information, with a constant demand to pay money over the phone. I requested a guarantee, in writing, that my money would be refunded, and she refused - stated she could not give that to me. I repeated the request numerous times, citing their "policy changes" as proof that they were not being up-front or honest with me, and she continued to refuse. I was then told I would be sent to collections because of my refusal to pay. I was also badgered to provide my employer information, and when I asked what that had to do with this bill, I was told it was for, "their records." I refused to provide that information - my employer does not need to be harassed, as I have been.

They have no interest in working with a person on a reasonable payment plan, and I do not believe they would ever refund my money, once my appeal is approved. They have been evasive every step of this process, and I fully believe they would not only keep my money, but they would continue to force me to pay on the bill, rather than having to wait for my insurance company to pay them. They have provided ZERO customer assistance, refusing to even send me a written guarantee, which I do NOT believe is that difficult or excessive of a request. I am currently dealing with a total of six entities, and they are the only ones to behave and treat me in this manner. I am appalled - especially considering the Anesthesiologist on my case failed to even keep me properly anesthetized during my procedure, necessitating that it be cut short, and that I woke up during the procedure. Not one part of this company has provided worthwhile service.Desired Settlement: I want a formal, written apology for the hell this company has put me through. I want a written guarantee of any and all agreements made, especially the promise that any money I pay will be refunded to me immediately, and that I will not be held responsible for a single payment once my appeal has been accepted. I expect the Anesthesiologist to be reminded of the importance of a complete, accurate Anesthetic Plan, taking into account the individual patient's needs, and not a boiler plate. I expect that he will pay closer attention, in the future, so that other patients are not short-changed on procedures they are undergoing in the hopes of receiving an answer to their pain.

Business

Response:

First, I would like to state that FOAA has taken this complaint very seriously. I reviewed the complaint and the account of **. [redacted] and have taken the following actions:

1. Called the VP of Collections for [redacted]. This is the company that we hired to work with patients to resolve outstanding balances. The individuals that **. [redacted] spoke with, were representatives of [redacted]; not FOAA Anesthesia Services. **. [redacted] placed a hold on the patients account and assured me that he would review the account and the tape recordings of the calls between their representatives and **. [redacted]. **. [redacted] called me later in the week and stated that he would write a letter of apology to **. [redacted] for the service that she received from his patient account representatives. This has been completed and the letter mailed today. I also spoke to **. [redacted] regarding how our patients are treated and that we do not expect to have any additional complaints. He assured me that it would not and that the two account represenatives mentioned in the complaint have been spoken to.

2. I called the patients insurance department to check the status of her denial. Additional time is needed to review before a decision will be made., The patients account has been noted.

3. This account will be handled directly by FOAA Anesthesia staff.

4. I called **. [redacted] personally and apologized. I informed her that she would be receiving a letter of aplogy from [redacted]. She will also receive a letter from FOAA stating that if she makes payments and her appeal is successful ( the insurance company pays her claim); FOAA will immediately refund any overpayment to **. [redacted]. In the event that her insurance company denies her appeal, FOAA will work with **. [redacted] on an agreeable payment plan. I gave **. [redacted] my direct line to call me with any questions that she might have.

[redacted] CPC

Director of Patient Accounts

Review: FOAA is billing me for a debt that is alredy been paid in full. re [redacted], ACCT [redacted] for services recieved on 2/25/13 in the amount of $34.58. Check number [redacted] dated 5/6/13 was deposited and paid in full. WHY do they keep billing me when they know the bill is paid in full?Desired Settlement: Please provide written confirmation to me and my wife that this bill is paid in full and stop attempting to collect a second payment. Finally, please confirm that FOAA did not ALSO bill the hospital, and or [redacted] provider for these same insured portion procedures for a second time as well.

Business

Response:

I left a voice message for [redacted] on Friday May 24th to please call me so that I could explain what happened. During this time period we were in the process of switching to a new billing system and the payment that you sent and we received and posted on 5/8/13 (CK # [redacted] $34.58) to our old system, did not cross over to the new system until 5/16/13. Unfortunately, a new statement was sent during this lapse. Your account is at a zero balance for date of service 2/25/13. Your insurance company was not sent a duplicate claim and we do not bill the hospital for our professional services. I do have the explanation of benefits from your insurance company showing our charge and their payment, as well as our payment posting log which shows that your payment was posted on 5/8/13. I did not attach these due to HIPPA regulations and I wasn't sure if encrypting would work. If you would like these, please email me at : [redacted] I apologize that this glitch occurred. If you would like to speak with me, I can be reached at : [redacted].

Sincerely,

Diretor of Patient Accounts