Dear [redacted] Thank you for bringing this to my attentionWe investigated the Revdex.com complaint ID# ID [redacted] The details are as follows Sample collected Sample received at the Laboratory The sample was processed through Billing DepartmentThe cost of the test was $ Automated Process- Claim was submitted to Kaiser Permanente for processing Automated Process – Received a denial from KaiserNo prior authorization obtained Automated Process - Statement requesting $from the Patient Received a phone called from the PatientPatient stated that she spoke with her doctor and was told that PKI handle and that we were supposed to get the referrals PKI agent explained that PKI does not obtain referralsThe patient states that she will contact her doctor’s office again An insurance representative called and request a hold because the claim was under review (days passes) Automated Process - Statement requesting $from the Patient DrOffice called to inquire about the patient’s billPKI explained that the claim was denied for No prior authorization Droffice spoke to billing supervisor to confirm denial Automated Process - Statement requesting $from the Patient Automated Process - Statement requesting $from the Patient Automated Process - Patient account was queued for transfer to Collections DrOffice called in reference to the accountThe Droffice requested that PKI contact the patient in regards to the discount that they are eligible for PKI agent called the patientThe patient did not want the discounted option Automated Process- Patient account sent to collection agency PKI received notification that there was an open complaint filed with the Revdex.com Although Prior Authorization was NOT obtained by Physician Office as required by the patient’s insurance company, PKI removed patient from collection and will not collect on the $due to improper expectations set with the patient To improve future customer experiences - PKI will work directly with Physician office to ensure the correct expectations are set at time of sample collectionPerkinElmer Labs takes our customer satisfaction very seriouslyWe do apologize for the frustration that was experienced in this processI also want to confirm that our collection agency is merely a conduit for our laboratory to contact customers for paymentCustomer’s credit is not affected when they assist us in these activitiesI do appreciate your understanding and patience as we investigated the details of this situation Thank you
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]
We have reviewed the complaint and the accountThere were multiple issues with insurance and also our follow up with the insurance carrierWe have written off the charge due to these multiple issues with the insurance carrier and are not holding the patient responsible for the balanceWe have reached out to the patient via phone to explain our resolutionWe have left messages with no return callThis matter and balance is closed with our company Complaint # [redacted] Thank you
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I previously filed complaint ID # [redacted] NTD Labs incorrectly filed paperwork with my insurance and continued to bill me, even though I contact NTD on Jan **, Feb *, and March [redacted] inquiring about my financial responsibilityMy insurance company finally received the proper paper work on April **, and processed the claim on April **My EOB from my insurance company indicates that I had no financial responsibilities to the services providedOn May *, NTD Labs issued a bill to me, stating that it was " [redacted] ***" and that if I did not pay within days, further collection activities would take placeEach time I call, I am given incorrect information.I want NTD to correctly mark my account as not requiring payment and to quit sending me billsI am afraid that their incompetence (or unethical behavior) will result in this incorrect bill being sent to a collection agency, impacting my credit and the upcoming closing on my home Sincerely, [redacted] ***
[redacted] 0in 0in 12pt;">Dear [redacted] Thank you for bringing this to my attentionWe investigated the Revdex.com complaint ID# [redacted] The details are as follows ** Sample received at the Laboratory and the sample was processed ** Claim sent to GHI for the list price of $ Flat Rate reduction and Billed the patient-PKI labs is Out of network Automated Process- Billing Statement sent to patient for $ Inquiry-The patient questioned the reason for the bill Inquiry-Physician’s office called in reference to the bill [redacted] returned [redacted] ’s call from the physician’s office [redacted] explained the flat rate adjustment to [redacted] Physician’s office called and s/w [redacted] [redacted] confirmed that no further standard adjustment can be Applied Automated Process- Billing Statement sent to patient for $ Automated Process- Billing Statement sent to patient for $ Lab is alerted of Revdex.com Complaint Automated Process- Billing Statement sent to patient for $ Customer Service Adjustment made due to misunderstanding of Physician Office Perkinelmer Labs takes our customer satisfaction very seriously We do apologize for the frustration that was experienced in this process I do appreciate your understanding and patience as we investigated the details of this situation Thank you [redacted] ***
116- The patient called into billing to verify her claim was denied and was advise that we received a denial indicating that she had no coverage on the date of serviceShe was advised to contact her insurance carrier PKI NTD received a call from the insurance rep stating that the claim was filed to the incorrect insurance addressThe claim was then resubmitted(verified that the claim was submitted electronically on 216- The patient called into billing again stating that she received another invoice(no record of an invoice being issued in our system other than on and 316) 316- The insurance called to request medical recordsAlso verified that, the EOB requesting the additional information was downloaded electronically into our system on as wellThis was the cause of the balance falling under patient responsibility in our systemThis caused another invoice to be issued on 3***/to the patient in error 316- The insurance rep called to verify why the patient was being billedThe balance was then manually moved from under the patient responsibility The insurance today verified that the claim processed on 4/*/and PKI NTD should be receiving payment in the amount of $there is no patient responsibility duePKI NTD has reached out to inform the patient that she has no financial responsibility for this charge
As of 62015, [redacted] ( [redacted] of [redacted] ) confirmed payment by [redacted] for the open balanceThe account currently refelcts $owed Thank you for your patience as we resolved this issue [redacted]
DOS 112015, claim was filed on to Aetna insurance, which was incorrectPatient was then contacted to provide the correct insurance informationOn patient provided BC/BS of Federal as her correct insuranceClaim was filed on the same day On BC/BS Federal requested the patient’s medical records which was mailed on On 0216, patient called to inquire on claim status, she was advised that medical records were recently sent to her insurance carrierOn 0316, patient called to check on the status of her accountPatty from BC/BS Federal called to request the medical record and requested that they be mailed to Medical Records [redacted] ***They were then mailed to the requested address Patty at BC/BS was contacted to confirm whether or not the records were receivedPatty stated that the records were received on and the claim is currently in process for payment and PKI NTD should receive a response within days from the date that the records were received This account is currently open with the insurance carrierThe patient has no financial responsibility at this time
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: As I touched upon in my initial complaint, the scope of this issue is that the charges for this service was included within the negotiated rate between the service provider ( [redacted] ) and my insurance carrier (***) being that I was covered by a "capitated" planPlease review the attached explanation of benefitsThe resolution as it was described to me by [redacted] was that [redacted] was responsible for this charge and that [redacted] should be seeking payment from them, not my wife TO BE [redacted] IS RESPONSIBLE FOR THE PAYMENT OF THIS SERVICE As it has been explained to me by representatives from both [redacted] and [redacted] , there is a severe disconnect regarding the billing practicesI have been in touch today, with the [redacted] at [redacted] and have been advised that they acknowledge responsibility I wish to be withdrawn as the mediator here and formally request that [redacted] (PKI) contacts [redacted] to remediate this matter steadfastThis direction has been supplied to both parties numerous times and I will not continue to accept the response that [redacted] will once again attempt an appeal Hopefully you take the time to read this carefully and understand this for the last timeShould you have difficulty understanding this matter, I highly suggest that you forward this to an superior officer within your organization In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] *
Dear [redacted] Thank you for bringing this to my attentionWe investigated the Revdex.com complaint ID# ID [redacted] The details are as follows Sample collected Sample received at the Laboratory The sample was processed through Billing DepartmentThe cost of the test was $ Automated Process- Claim was submitted to Kaiser Permanente for processing Automated Process – Received a denial from KaiserNo prior authorization obtained Automated Process - Statement requesting $from the Patient Received a phone called from the PatientPatient stated that she spoke with her doctor and was told that PKI handle and that we were supposed to get the referrals PKI agent explained that PKI does not obtain referralsThe patient states that she will contact her doctor’s office again An insurance representative called and request a hold because the claim was under review (days passes) Automated Process - Statement requesting $from the Patient DrOffice called to inquire about the patient’s billPKI explained that the claim was denied for No prior authorization Droffice spoke to billing supervisor to confirm denial Automated Process - Statement requesting $from the Patient Automated Process - Statement requesting $from the Patient Automated Process - Patient account was queued for transfer to Collections DrOffice called in reference to the accountThe Droffice requested that PKI contact the patient in regards to the discount that they are eligible for PKI agent called the patientThe patient did not want the discounted option Automated Process- Patient account sent to collection agency PKI received notification that there was an open complaint filed with the Revdex.com Although Prior Authorization was NOT obtained by Physician Office as required by the patient’s insurance company, PKI removed patient from collection and will not collect on the $due to improper expectations set with the patient To improve future customer experiences - PKI will work directly with Physician office to ensure the correct expectations are set at time of sample collectionPerkinElmer Labs takes our customer satisfaction very seriouslyWe do apologize for the frustration that was experienced in this processI also want to confirm that our collection agency is merely a conduit for our laboratory to contact customers for paymentCustomer’s credit is not affected when they assist us in these activitiesI do appreciate your understanding and patience as we investigated the details of this situation Thank you
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]
We have reviewed the complaint and the accountThere were multiple issues with insurance and also our follow up with the insurance carrierWe have written off the charge due to these multiple issues with the insurance carrier and are not holding the patient responsible for the balanceWe have reached out to the patient via phone to explain our resolutionWe have left messages with no return callThis matter and balance is closed with our company Complaint # [redacted] Thank you
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I previously filed complaint ID # [redacted] NTD Labs incorrectly filed paperwork with my insurance and continued to bill me, even though I contact NTD on Jan **, Feb *, and March [redacted] inquiring about my financial responsibilityMy insurance company finally received the proper paper work on April **, and processed the claim on April **My EOB from my insurance company indicates that I had no financial responsibilities to the services providedOn May *, NTD Labs issued a bill to me, stating that it was " [redacted] ***" and that if I did not pay within days, further collection activities would take placeEach time I call, I am given incorrect information.I want NTD to correctly mark my account as not requiring payment and to quit sending me billsI am afraid that their incompetence (or unethical behavior) will result in this incorrect bill being sent to a collection agency, impacting my credit and the upcoming closing on my home Sincerely, [redacted] ***
[redacted] 0in 0in 12pt;">Dear [redacted] Thank you for bringing this to my attentionWe investigated the Revdex.com complaint ID# [redacted] The details are as follows ** Sample received at the Laboratory and the sample was processed ** Claim sent to GHI for the list price of $ Flat Rate reduction and Billed the patient-PKI labs is Out of network Automated Process- Billing Statement sent to patient for $ Inquiry-The patient questioned the reason for the bill Inquiry-Physician’s office called in reference to the bill [redacted] returned [redacted] ’s call from the physician’s office [redacted] explained the flat rate adjustment to [redacted] Physician’s office called and s/w [redacted] [redacted] confirmed that no further standard adjustment can be Applied Automated Process- Billing Statement sent to patient for $ Automated Process- Billing Statement sent to patient for $ Lab is alerted of Revdex.com Complaint Automated Process- Billing Statement sent to patient for $ Customer Service Adjustment made due to misunderstanding of Physician Office Perkinelmer Labs takes our customer satisfaction very seriously We do apologize for the frustration that was experienced in this process I do appreciate your understanding and patience as we investigated the details of this situation Thank you [redacted] ***
116- The patient called into billing to verify her claim was denied and was advise that we received a denial indicating that she had no coverage on the date of serviceShe was advised to contact her insurance carrier PKI NTD received a call from the insurance rep stating that the claim was filed to the incorrect insurance addressThe claim was then resubmitted(verified that the claim was submitted electronically on 216- The patient called into billing again stating that she received another invoice(no record of an invoice being issued in our system other than on and 316) 316- The insurance called to request medical recordsAlso verified that, the EOB requesting the additional information was downloaded electronically into our system on as wellThis was the cause of the balance falling under patient responsibility in our systemThis caused another invoice to be issued on 3***/to the patient in error 316- The insurance rep called to verify why the patient was being billedThe balance was then manually moved from under the patient responsibility The insurance today verified that the claim processed on 4/*/and PKI NTD should be receiving payment in the amount of $there is no patient responsibility duePKI NTD has reached out to inform the patient that she has no financial responsibility for this charge
As of 62015, [redacted] ( [redacted] of [redacted] ) confirmed payment by [redacted] for the open balanceThe account currently refelcts $owed Thank you for your patience as we resolved this issue [redacted]
DOS 112015, claim was filed on to Aetna insurance, which was incorrectPatient was then contacted to provide the correct insurance informationOn patient provided BC/BS of Federal as her correct insuranceClaim was filed on the same day On BC/BS Federal requested the patient’s medical records which was mailed on On 0216, patient called to inquire on claim status, she was advised that medical records were recently sent to her insurance carrierOn 0316, patient called to check on the status of her accountPatty from BC/BS Federal called to request the medical record and requested that they be mailed to Medical Records [redacted] ***They were then mailed to the requested address Patty at BC/BS was contacted to confirm whether or not the records were receivedPatty stated that the records were received on and the claim is currently in process for payment and PKI NTD should receive a response within days from the date that the records were received This account is currently open with the insurance carrierThe patient has no financial responsibility at this time
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: As I touched upon in my initial complaint, the scope of this issue is that the charges for this service was included within the negotiated rate between the service provider ( [redacted] ) and my insurance carrier (***) being that I was covered by a "capitated" planPlease review the attached explanation of benefitsThe resolution as it was described to me by [redacted] was that [redacted] was responsible for this charge and that [redacted] should be seeking payment from them, not my wife TO BE [redacted] IS RESPONSIBLE FOR THE PAYMENT OF THIS SERVICE As it has been explained to me by representatives from both [redacted] and [redacted] , there is a severe disconnect regarding the billing practicesI have been in touch today, with the [redacted] at [redacted] and have been advised that they acknowledge responsibility I wish to be withdrawn as the mediator here and formally request that [redacted] (PKI) contacts [redacted] to remediate this matter steadfastThis direction has been supplied to both parties numerous times and I will not continue to accept the response that [redacted] will once again attempt an appeal Hopefully you take the time to read this carefully and understand this for the last timeShould you have difficulty understanding this matter, I highly suggest that you forward this to an superior officer within your organization In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] *