Outpatient Physical Therapy Network LLC

4/28/14
Dear Revdex.com and Costumer,According to our records we provided services to this patient on 10/23/13(first visit) and 10/24/13(2nd visit). At her initial visit on 10/23/13 her insurance card and drivers license where scanned into our system as well as she scheduled out all 11...

future appointments at this visit. Her benefits where verified by our billing department on 10/23/13 from our main office. A financial policy was written up on 10/23/13 to reflect her benefits as $45 copay per visit. This policy is shown to have been faxed to the providing office on 10/23/13 after patient had left her first appointment The staff at the providing location has no recollection of telling her that she would not incur any charges from the first visit. It is our policy that if the patient's benefits are not verified by the end of the first appointment, we tell them we have not yet verified your benefits and we should have them for you at your next visit. The financial policy was not signed by the patient at the 2nd visit, no explanation as to why, not sure if it was forgotten to be addressed or missed placed but it was found unsigned in patients chart. Patient cancelled all future appointments she had scheduled on 10/28/13, coinciding with her initial complaint to us that she was not made aware of her copay till the reminder call for her 3rd appointment that was scheduled for 10/29/13. Patient's first statement was sent out dated 12/28/2013, no response, 2nd statement was dated 2/5/14, which was returned to us on 3/3/14 as unable to forward. I called the patient’s home phone on 3/3/14 and left a message requesting a call back to verify her address. Since I was unable to reach her by phone on 3/3/14, I looked up her benefits again and found her insurance had a different address listed. The 2nd statement was mailed out to the new address. I never received a call back from my message. She was also called on 2/14/14 and left a message regarding her outstanding balance. We have a policy in place to call patients about their bill after the 2no statement is sent, No response. Her final statement was dated 3/27/14 and sent to the new address. She called our billing office on 4/3/14 and the documentation regarding that phone call is as follows:RECEIVED MESSAGE TO CALL PATIENT REGARDING BALANCE ON ACCOUNT, STATED THAT SHE IS NOT SURE WHY SHE IS BEING BILLED $90 WHEN SHE WAS TOLD SHE WOULD BE BILLED NOTHING FOR FIRST VISIT BECAUSE THEY Dl D NOT KNOW WHAT HER BENEFITS WERE AND WHEN SHE WAS TOLD AT THE SECOND VISIT IT WAS $45 COPAY PER VISIT SHE CANCELLED ALL APPTS DUE TO NOT BEING ABLE TO AFFORD THAT. TOLD HER THAT THEY DID NOT SAY SHE WOULD NOT BE BILLED, THEY SAID THAT THEY WOULD NOT COLLECT MONEY THAT DAY SINCE THEY DID NOT HAVE THE BENEFITS AT THE TIME SHE WAS SEEN SO SHE WOULD STILL OWE THE FULL $90 FOR HER SERVICES WITH [redacted]. PATIENT IS EXTREMELY UPSET ABOUT THIS AND IS GOING TO "REPORT THE COMPANY" BECAUSE SHE FEELS SHE IS BEING BILLED INCORRECTLY..ASThe next attempt to collect balance was made on 4/16/14, when a message was left regarding her outstanding balance. This was her final statement phone call, our final attempt to resolve the balance before the account goes to collections. On 4/17/14 we received a payment of $45 towards balance along with a letter letting us know she has reported us to the Revdex.com. I called her and left a message requesting a call back to discuss this situation. She returned my call and left me a message on Friday. I am not in the office on Fridays so I returned a call back to her on Monday leaving another message letting her know we cannot adjust this balance due to our contracts with her insurance company. As of today I have not heard back.She claims at her first visit that it was a consult visit only and was told she would not be charged, this was not the case. Our financial policies are a courtesy that we provide to our patients but are in no way law binding. Her benefits are a contract between her and her insurance company. Her insurance card clearly states $45 copay for specialist providers. If at any time she was concerned of her responsibility, she should have contacted her insurance. The first visit included the evaluation, therapeutic exercises and manual therapy provided by a licensed physical therapist The charges were billed appropriately for the services provided. Due to our contracts with her insurance company, we are legally bound to bill her for her copay for each day services are provided. The rendering therapist in this case has no recollection of having any conversation implying that the services were free. We can provide all confirming documentation of the events as they unfolded if we receive a medical records request signed by the patient allowing us to disclose this information to you.Thanks,