The business reply was not clearI followed the day rule and do not owe the penalty feeI need a clear response so if I need to take further action I will I would prefer to end the matter but I need a proper response from the business Regards, [redacted] ***
We have reviewed the complaint along with an internal investigation of the details of the statement and find them to be contrary to our own internal inbound and outbound phone system which tracks all inbound and outbound call details and information as well as identification metrics of any potential voice mail.The decision stands
I was contacted by this company's collection agency in India demanding payment for a bill I had never receivedI asked the Indians for documentation and they refused.) I called the health provider and asked for documentation and was promised a copy (Turned out that they had billed an incorrect address.) None came I called repeatedly, then e-mailed and even faxed, all to no avail Finally after months I sent a letter and received a response that my account was in collection and they would not work with me They then filed a complaint against my credit rating
We have received and reviewed the complaint you sent in regard to the billing concern you received from Ms [redacted] .I have reviewed her concerns, and listed the response belowMs [redacted] spouse called us on July 18th in regards his spouse’s refund, refund request was submitted to the department manager per this callMs [redacted] has called several times since then (twice on 8/2/and again on 10/5/16) and has been told each time that our refund process can take up to days, which is standard practice amongst medical practices.There is a note from a medical billing representative dated 8/2/stating patient was upset with our process and that she wanted to speak to the manager about this issueThe manager does not recall receiving a voicemail, and apologized for not returning this call.Her refund was submitted to the accounts payable department on 9/267/for her check to be cut on the next check run which was 10/10/it is currently pending signature when a signer is available on 10/12/The billing manager spoke to Ms [redacted] yesterday (10/10/2016) per her voicemail that was left on 10/5/and explained that it is a day process from the time it is submitted and we are still within that time frameWe apologized to her for the missed return call that she mentioned.The billing manager explained that we will not refund until all of the claims are processed and that the facility charge was the last claim to be paid by her insuranceFacility claim was paid in May and the refund was submitted in July once everything had been reconciledThe billing manager let the patient know that her check was cut yesterday and is now just waiting on the physician to signAt this point the patient stated she was told by Linda, the billing representative that it could take another days for the doctor to signThe billing manager explained this is not the case, it is a day process from the time that the refund is submitted for processingThe billing manager then reiterated that her refund check will be mailed out to her by the end of the week and she should receive it within the next week or soThe patient was provide the direct number for the billing manager to call with any other questions.We apologize for any confusion and for any upset Ms [redacted] enduredWe have taken steps to get this corrected and her check should be in the mail after being signed on 10/12/16.If you have any questions or concern please feel free to contact me directly.Sincerely, Megan D***Director of OperationsOhio Gastroenterology Group, Inc.Central Ohio Endoscopy, LLC
I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me It does bother me that additional measures had to be taken in order to get a Manager to return phone callsI realize that they have many patientsI hope this isn't their standard route for all patientsI was told yesterday by them that the bill I received would have been turned over to a collection agency in July but then they're able to hold my money until the end of OctoberThey were paid in full by [redacted] Healthcare in AprilIt is difficult for me to imagine paying my bills that lateI don't know any other recourse I have but to accept their offer for payment the end of the monthShame on them for this matter
Yes I did initially call because of not showing symptoms on Thursday And it wasn't until later that day I found out that my cousins funeral would be on that day over two hours drive from Columbus So regardless of not showing symptoms I couldn't have came anyways and they were given ample time to rescheduleI called them at 810am on that day practically two full business daysIn their letter.no where does it say two business days aren't counting the day you call especially when I called as soon as they openedThere is no difference if I would have callef.Wednesday at closing time or first thing Thursday If.you are gonna say the day you call doesn't count.you need to say that in your instructionsYou all had plenty of time and there is zero difference between opening time on Thursday and closing time Wednesdaythere is no way you would have done anything at closingAll you are doing is being picky trying to charge a senseless feeGreedy companyplain and simplealso I called two different managers twice and left voice-mail and you can't respond but yet you type away on this computerUnprofessional [redacted]
In an effort to reduce wait times for patient appointments we have begun to directly address those patients who fail to show up for an appointment or who cancel at the last minute in such a way that we cannot fill the appointment slot with another patient on a priority wait list We found that a key component to wait times is a cycle where patients schedule an appointment when they don't feel well and they when they feel better they just don't show up As we had never directly addressed this point our cancellation and no show rate had grown to nearly 10% of all appointments This structurally reduced our capacity by 10% and forced appointments further and further out into the future.We now charge a rescheduling fee to all those patients who fail to notify us in time to fill their appointment slot As you might guess if a patient is waiting three months to see their physician we also have many patients on priority waiting lists who can come in at almost a moments notice.Our wait times have begun to drop and our "first available" appoint slots have also begun to move closer in as the program has encouraged accountability with our patients.We do not waive these fees A fee waived once is a fee expected to be waived again and again and thus allowing patient to fall back into the habit of canceling and failing to show for an appointment as there is no consequence to their actions
I made an appointment for my husband to have a colonoscopyHe has had a stroke and as his p.o.ahe relies on me heavily for assistancemy schedule at work was changed and I was unable to drive and assist him My husbands apptwas on 7/at 10amwe were to arrive at 9amhr prior to procedurewhen I called to cancel ( I did not get a name) the receptionist told me I would be charged because I did not cancel days priorAs soon as I was aware of my schedule change I did try to call that evening{ I work afternoon hrs.} on 7/at 9:59pm thinking I could leave a msg but was unable to due to their systOn 7/ I got up early and called at 8:a.mthat is more than hrs.{days} prior to the apptWhen I spoke with the young lady she said there will be a cancel fee because I did not call days prior and my reply was that was the reason I am calling today{ this was a thursday and the appointment was for the following Monday} Her response was I should have
The business reply was not clearI followed the day rule and do not owe the penalty feeI need a clear response so if I need to take further action I will I would prefer to end the matter but I need a proper response from the business Regards, [redacted] ***
We have reviewed the complaint along with an internal investigation of the details of the statement and find them to be contrary to our own internal inbound and outbound phone system which tracks all inbound and outbound call details and information as well as identification metrics of any potential voice mail.The decision stands
I was contacted by this company's collection agency in India demanding payment for a bill I had never receivedI asked the Indians for documentation and they refused.) I called the health provider and asked for documentation and was promised a copy (Turned out that they had billed an incorrect address.) None came I called repeatedly, then e-mailed and even faxed, all to no avail Finally after months I sent a letter and received a response that my account was in collection and they would not work with me They then filed a complaint against my credit rating
We have received and reviewed the complaint you sent in regard to the billing concern you received from Ms [redacted] .I have reviewed her concerns, and listed the response belowMs [redacted] spouse called us on July 18th in regards his spouse’s refund, refund request was submitted to the department manager per this callMs [redacted] has called several times since then (twice on 8/2/and again on 10/5/16) and has been told each time that our refund process can take up to days, which is standard practice amongst medical practices.There is a note from a medical billing representative dated 8/2/stating patient was upset with our process and that she wanted to speak to the manager about this issueThe manager does not recall receiving a voicemail, and apologized for not returning this call.Her refund was submitted to the accounts payable department on 9/267/for her check to be cut on the next check run which was 10/10/it is currently pending signature when a signer is available on 10/12/The billing manager spoke to Ms [redacted] yesterday (10/10/2016) per her voicemail that was left on 10/5/and explained that it is a day process from the time it is submitted and we are still within that time frameWe apologized to her for the missed return call that she mentioned.The billing manager explained that we will not refund until all of the claims are processed and that the facility charge was the last claim to be paid by her insuranceFacility claim was paid in May and the refund was submitted in July once everything had been reconciledThe billing manager let the patient know that her check was cut yesterday and is now just waiting on the physician to signAt this point the patient stated she was told by Linda, the billing representative that it could take another days for the doctor to signThe billing manager explained this is not the case, it is a day process from the time that the refund is submitted for processingThe billing manager then reiterated that her refund check will be mailed out to her by the end of the week and she should receive it within the next week or soThe patient was provide the direct number for the billing manager to call with any other questions.We apologize for any confusion and for any upset Ms [redacted] enduredWe have taken steps to get this corrected and her check should be in the mail after being signed on 10/12/16.If you have any questions or concern please feel free to contact me directly.Sincerely, Megan D***Director of OperationsOhio Gastroenterology Group, Inc.Central Ohio Endoscopy, LLC
I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me It does bother me that additional measures had to be taken in order to get a Manager to return phone callsI realize that they have many patientsI hope this isn't their standard route for all patientsI was told yesterday by them that the bill I received would have been turned over to a collection agency in July but then they're able to hold my money until the end of OctoberThey were paid in full by [redacted] Healthcare in AprilIt is difficult for me to imagine paying my bills that lateI don't know any other recourse I have but to accept their offer for payment the end of the monthShame on them for this matter
Yes I did initially call because of not showing symptoms on Thursday And it wasn't until later that day I found out that my cousins funeral would be on that day over two hours drive from Columbus So regardless of not showing symptoms I couldn't have came anyways and they were given ample time to rescheduleI called them at 810am on that day practically two full business daysIn their letter.no where does it say two business days aren't counting the day you call especially when I called as soon as they openedThere is no difference if I would have callef.Wednesday at closing time or first thing Thursday If.you are gonna say the day you call doesn't count.you need to say that in your instructionsYou all had plenty of time and there is zero difference between opening time on Thursday and closing time Wednesdaythere is no way you would have done anything at closingAll you are doing is being picky trying to charge a senseless feeGreedy companyplain and simplealso I called two different managers twice and left voice-mail and you can't respond but yet you type away on this computerUnprofessional [redacted]
In an effort to reduce wait times for patient appointments we have begun to directly address those patients who fail to show up for an appointment or who cancel at the last minute in such a way that we cannot fill the appointment slot with another patient on a priority wait list We found that a key component to wait times is a cycle where patients schedule an appointment when they don't feel well and they when they feel better they just don't show up As we had never directly addressed this point our cancellation and no show rate had grown to nearly 10% of all appointments This structurally reduced our capacity by 10% and forced appointments further and further out into the future.We now charge a rescheduling fee to all those patients who fail to notify us in time to fill their appointment slot As you might guess if a patient is waiting three months to see their physician we also have many patients on priority waiting lists who can come in at almost a moments notice.Our wait times have begun to drop and our "first available" appoint slots have also begun to move closer in as the program has encouraged accountability with our patients.We do not waive these fees A fee waived once is a fee expected to be waived again and again and thus allowing patient to fall back into the habit of canceling and failing to show for an appointment as there is no consequence to their actions
I made an appointment for my husband to have a colonoscopyHe has had a stroke and as his p.o.ahe relies on me heavily for assistancemy schedule at work was changed and I was unable to drive and assist him My husbands apptwas on 7/at 10amwe were to arrive at 9amhr prior to procedurewhen I called to cancel ( I did not get a name) the receptionist told me I would be charged because I did not cancel days priorAs soon as I was aware of my schedule change I did try to call that evening{ I work afternoon hrs.} on 7/at 9:59pm thinking I could leave a msg but was unable to due to their systOn 7/ I got up early and called at 8:a.mthat is more than hrs.{days} prior to the apptWhen I spoke with the young lady she said there will be a cancel fee because I did not call days prior and my reply was that was the reason I am calling today{ this was a thursday and the appointment was for the following Monday} Her response was I should have