Thank you for following up on my complaint To date, no one from New Wellness Associates has contacted me Their billing department is still holding onto payment from both my Insurance provider (TriCare - retired military) and the $they frightened my wife into paying Last week, the Customer Care agent at TriCare I have been working with called New Wellness and spoke to the Billing agent directly to make sure she had everything needed to refund our portion of the overpaymentShe said yes, she just "hadn't gotten around to it yet" and it might take another days (This is after three weeks ago saying it might take two weeks) Any help you can provide is greatly appreciated Thanks again, *** [redacted] CONTROL CENTER MANAGERdirect [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I am aware that my response was lateI got ahold of my insurance company asking them about my insurance card I was told that they do not have another insurance card specifically for mental health She already had a copy of my health insurance card from my first visit in January When I called to I form her of this she refused my answer and continued to be rude to me her words "do something about this earlier instead of having everyone jump through hoops for you"Whether I was late or notThere is no reason I should have been talked to like thatI have also left her multiple voicemails through this and none we're returnedI would like her superiors number or someone else to work with to resolve this.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowI noted in my original complaint - that my daughter got sick in the MIDDLE of the nightI am not sure how I would have been able to call the nightThis is frustrating because I called as early as I couldI also want to know who I can speak to regarding the poor customer service that I receive from the Office ManagerHow is it possible to have no avenue to file a complaint or talk to the Office Manager's leader?
I would like the whole $waivedThere wasnt much else I could have done in that situationAnd then the customer service I receive each time I need to call in - is frustratingAgain - it ruins the relationship for the therapist and counselorAnd it seems like the therapists have zero say or ability to help you - as their CUSTOMER
Regards,
*** ***
Thank you for the responseWe apologize for any inconvenience you may have experiencedIf you are not satisfied with the services there is a complaint form to fill out and return to the clinicYou may contact the office for the complaint form. If no resolution is obtained after the complaint form has been returned to the clinic, then the next step would be to file a complaint to the "Division of Quality Assurance" @
Wisconsin Department of Safety and Professional Services
P.OBox
Madison, WI 53707-
thank you for your time!
Thank you for following up on my complaint. To date, no one from New Wellness Associates has contacted me. Their billing department is still holding onto payment from both my Insurance provider...
(TriCare - retired military) and the $2000 they frightened my wife into paying.
Last week, the Customer Care agent at TriCare I have been working with called New Wellness and spoke to the Billing agent directly to make sure she had everything needed to refund our portion of the overpayment. She said yes, she just "hadn't gotten around to it yet" and it might take another 30 days. (This is after three weeks ago saying it might take two weeks).
Any help you can provide is greatly appreciated.
Thanks again,
[redacted] [redacted]CONTROL CENTER MANAGERdirect. [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I get who my point of contact is - but it seems like my only option is to continue with complaint options outside the clinic as the Office Manager refuses to share the contact of her Leader. I will continue on other avenues of complaint until I feel I am heard. Thank you!
Regards,
[redacted]
To respond to your complaint, the issue began when the patient's Insurance company had requested a refund from our office for several dates of service. Claims were being billed
to the employee's employer for 2 set's of EAP sessions. Once those were paid, which were initially denied by the EAP carrier, then insurance was billed for other dates of
service not covered under the EAP program.
Insurance Company was paying claims and then with in 30 days sending a refund request to our office requesting all monies be returned. On or about 4/30/14 Insurance Company
contacted our office to state that they were in fact now going to pay the claims and that the refund request was voided, but in the mean time, Insurance Company was off-setting
future payments of other patient's claims to satisfy the refund request.
Do to all the confusion that the Insur.mce Company caused with our accounting system, the billing department contacted the Insurance Company requesting all copies of all the
claims from all dates of service so that we could go back over every date of service and make any corrections that are needed to be made. At that point, once the system is balanced out,
if there was any credit on the account we could issue a refund to the patient.
The billing department is only open approximately 20 hours a week with 1 day during the business week.
The billing department talked with the patient and the Insurance Company and both were told that this could take up to 30 days, to hopefully get this mess cleaned up!
We apologize for the inconvenience that this patient's Insurance Company has caused.
This is in response to the complaint filed:
Thank you for the contact. We welcome all concern's and want to apologize for the inconvenience. Our clinic has a cancellation policy that we require a 24hr notice to cancel an appointment. We have an answering service that answers our phones 24/7...
and patient's are notified of what to do if they need to cancel an appointment. All patient's are made aware of this policy and the fee associated with it if they call the day of the appointment to cancel it. A patient is given the option to move the appointment to a better time that same day to avoid the fee.
Although we understand that certain circumstances such as emergencies are not controlled, but the fact that the patient's mother new the night before that the child was sick, she could of contacted the office to cancel the appointment the next day.
We would be willing to cut the fee in half to ease the complainant. Once the $25 was paid we would adjust the rest off.
In response to your letter to our office, [redacted] came for the first visit on 1/12/15. She had 13 visits that were billed to her Insurance Co.
On 4/5/15 [redacted] was notified that there was an Issue with her Insurance Co. but failed to ever follow up with the billing department or...
her Insurance Co[redacted] was sent bills on a monthly basis since April 2015, no response. On 7/9/15 the account was sent to collections.
The billing manager, which [redacted] was speaking too, tried to help with the situation and asked the patient to send a copy of her Insurance card. As of today no such copy has been received.
The patient has a TPA (third party administrator) for her Mental Health coverage which is possibly were the Issue is? A Clinic submits the claim (date of service) to the Information on the Insurance card andthen the TPA's will re-price the claim and send the Information back to the Insurance company listed on the card, then the insurance company will send out an EOB (explanation of benefits) to the patient andthe provider office.
Respectfully,
[redacted]
Thank you for following up on my complaint To date, no one from New Wellness Associates has contacted me Their billing department is still holding onto payment from both my Insurance provider (TriCare - retired military) and the $they frightened my wife into paying Last week, the Customer Care agent at TriCare I have been working with called New Wellness and spoke to the Billing agent directly to make sure she had everything needed to refund our portion of the overpaymentShe said yes, she just "hadn't gotten around to it yet" and it might take another days (This is after three weeks ago saying it might take two weeks) Any help you can provide is greatly appreciated Thanks again, *** [redacted] CONTROL CENTER MANAGERdirect [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I am aware that my response was lateI got ahold of my insurance company asking them about my insurance card I was told that they do not have another insurance card specifically for mental health She already had a copy of my health insurance card from my first visit in January When I called to I form her of this she refused my answer and continued to be rude to me her words "do something about this earlier instead of having everyone jump through hoops for you"Whether I was late or notThere is no reason I should have been talked to like thatI have also left her multiple voicemails through this and none we're returnedI would like her superiors number or someone else to work with to resolve this.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowI noted in my original complaint - that my daughter got sick in the MIDDLE of the nightI am not sure how I would have been able to call the nightThis is frustrating because I called as early as I couldI also want to know who I can speak to regarding the poor customer service that I receive from the Office ManagerHow is it possible to have no avenue to file a complaint or talk to the Office Manager's leader?
I would like the whole $waivedThere wasnt much else I could have done in that situationAnd then the customer service I receive each time I need to call in - is frustratingAgain - it ruins the relationship for the therapist and counselorAnd it seems like the therapists have zero say or ability to help you - as their CUSTOMER
Regards,
*** ***
Thank you for the responseWe apologize for any inconvenience you may have experiencedIf you are not satisfied with the services there is a complaint form to fill out and return to the clinicYou may contact the office for the complaint form. If no resolution is obtained after the complaint form has been returned to the clinic, then the next step would be to file a complaint to the "Division of Quality Assurance" @
Wisconsin Department of Safety and Professional Services
P.OBox
Madison, WI 53707-
thank you for your time!
Thank you for following up on my complaint. To date, no one from New Wellness Associates has contacted me. Their billing department is still holding onto payment from both my Insurance provider...
(TriCare - retired military) and the $2000 they frightened my wife into paying.
Last week, the Customer Care agent at TriCare I have been working with called New Wellness and spoke to the Billing agent directly to make sure she had everything needed to refund our portion of the overpayment. She said yes, she just "hadn't gotten around to it yet" and it might take another 30 days. (This is after three weeks ago saying it might take two weeks).
Any help you can provide is greatly appreciated.
Thanks again,
[redacted] [redacted]CONTROL CENTER MANAGERdirect. [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I get who my point of contact is - but it seems like my only option is to continue with complaint options outside the clinic as the Office Manager refuses to share the contact of her Leader. I will continue on other avenues of complaint until I feel I am heard. Thank you!
Regards,
[redacted]
To respond to your complaint, the issue began when the patient's Insurance company had requested a refund from our office for several dates of service. Claims were being billed
to the employee's employer for 2 set's of EAP sessions. Once those were paid, which were initially denied by the EAP carrier, then insurance was billed for other dates of
service not covered under the EAP program.
Insurance Company was paying claims and then with in 30 days sending a refund request to our office requesting all monies be returned. On or about 4/30/14 Insurance Company
contacted our office to state that they were in fact now going to pay the claims and that the refund request was voided, but in the mean time, Insurance Company was off-setting
future payments of other patient's claims to satisfy the refund request.
Do to all the confusion that the Insur.mce Company caused with our accounting system, the billing department contacted the Insurance Company requesting all copies of all the
claims from all dates of service so that we could go back over every date of service and make any corrections that are needed to be made. At that point, once the system is balanced out,
if there was any credit on the account we could issue a refund to the patient.
The billing department is only open approximately 20 hours a week with 1 day during the business week.
The billing department talked with the patient and the Insurance Company and both were told that this could take up to 30 days, to hopefully get this mess cleaned up!
We apologize for the inconvenience that this patient's Insurance Company has caused.
Thank You,
[redacted]
Billing Manager
This is in response to the complaint filed:
Thank you for the contact. We welcome all concern's and want to apologize for the inconvenience. Our clinic has a cancellation policy that we require a 24hr notice to cancel an appointment. We have an answering service that answers our phones 24/7...
and patient's are notified of what to do if they need to cancel an appointment. All patient's are made aware of this policy and the fee associated with it if they call the day of the appointment to cancel it. A patient is given the option to move the appointment to a better time that same day to avoid the fee.
Although we understand that certain circumstances such as emergencies are not controlled, but the fact that the patient's mother new the night before that the child was sick, she could of contacted the office to cancel the appointment the next day.
We would be willing to cut the fee in half to ease the complainant. Once the $25 was paid we would adjust the rest off.
thank you for your time!
In response to your letter to our office, [redacted] came for the first visit on 1/12/15. She had 13 visits that were billed to her Insurance Co.
On 4/5/15 [redacted] was notified that there was an Issue with her Insurance Co. but failed to ever follow up with the billing department or...
her Insurance Co[redacted] was sent bills on a monthly basis since April 2015, no response. On 7/9/15 the account was sent to collections.
The billing manager, which [redacted] was speaking too, tried to help with the situation and asked the patient to send a copy of her Insurance card. As of today no such copy has been received.
The patient has a TPA (third party administrator) for her Mental Health coverage which is possibly were the Issue is? A Clinic submits the claim (date of service) to the Information on the Insurance card andthen the TPA's will re-price the claim and send the Information back to the Insurance company listed on the card, then the insurance company will send out an EOB (explanation of benefits) to the patient andthe provider office.
Respectfully,
[redacted]