Northwest Smiles

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.I recently received an invoice clearing my accountIt seems as if their accounting was erroneous after allThe practice conducted themselves in a bullying mannerIt was obvious in their replyThis was a clear case of abuse of powerThey want us to pay without doing the appropriate researchGlad they were able to correct their errors, sad that it had to come to this
Sincerely,
*** ***

To whom it may concern:   I have received the complaint from the [redacted].    There are many issues here, I will address each one.   First  of all, we did change dental software.  We changed from Practice Works which is a very primitive system to Dentrix, which...

happens to be the most well known and state of the art system in dentistry.    Statement and ledgers do not list dental codes, that is the way DENTRIX is.  We can provide a walkout statement and that lists codes.  I have NOT  been asked for insurance claims from the [redacted], however I would be happy to give them all of the insurance claims.  This would help us get Dr. Elliott paid faster, because all monies owed would be to pay the doctor for the services already rendered.  I have attached this as ATTACHMENT #1   I think the [redacted] just do not understand how to read this.  I tried to explain all of this to the wife first and then to the husband.  [redacted] is very argumentative and combative.  She feels because a portion was collected at the time of service nothing else can  be owed.  We explain this to EVERY patient, our treatment plans are ESTIMATES only and NOT a guarantee of coverage.  They sign paperwork initially that they understand this, when clearly they don’t!   We DO NOT WORK for the insurance company and there are  times that they will NOT pay for something and then it becomes the patients responsibility.  Unless insurance contract states we have to write off and then WE DO. Again I think the [redacted] do NOT understand this concept.  I have tried numerous times to go over this with them, she yells and hangs up the phone and he just talks over me.   Also they claim we ONLY did invisalign for her, unfortunately, this is  NOT TRUE.  She has been a patient for a long period of time, and we have treated her general dentistry needs for years.  Managers  before me have documented their issues with her and they all say the same thing, she does NOT understand how dental insurance works and becomes confrontational and combative.  In this light there is NO WAY to communicate with her.   Her husband understands about the same amount and just wants to fight the fight for his wife.    The Balance of her account is being audited by our accountant because they disputed the balance.  I explained that once I get it back from the accountant, who is pulling every EOB for  both of them to find out where the balance is coming from and I will get back to them.  THEY WANT AN ANSWER NOW, AND ARE ABUSIVE  IN TRYING TO GET THE MATTER SOLVED.    The [redacted] asked for a ledger, which has all PROCEDURES on it.  They are responsible for getting their EOBS from the insurance, so no I was not asked and did NOT give them their EOBS.  The ledger has payments from patient and insurance and again the [redacted] are NOT understanding how to read what they are looking at.  I would be happy to show them WITHOUT BEING ABUSED IN THE PROCESS, attached is the LEDGER I gave them with PERSONAL PAYMENTS AND INSURANCE PAYMENTS! ( ATTACHMENT 2)   Northwest Smiles always has family accounts together, I have NEVER been asked by them to separate accounts, and as long as they each have separate insurances, I WILL SEPARATE ACCOUNTS.   Northwest Smiles is about our patients and we strive for outstanding patient care and customer service.  We were trying to resolve this matter in the most appropriate and efficient manner as possible.  We have provided Mr. and Mrs. [redacted] with all the information that they requested but have not been satisfied.  We were doing are best to resolve the situation and wanted a win-win outcome for all.    ATTACHMENT #1 AND #2   The last time they were here they accused us of falsifying a cleaning appointment with our Hygienist.  WE WILL BE DISMISSING THEM BOTH FROM OUR PRACTICE.      If you have any questions regarding this please feel free to contact me.   I will also let you know what our accountant finds out about their balance.    Sincerely,   Stephanie Northwest Smiles 253-581-6779   Attachments:   walkout statements                             ledger