It was definitely a communication error on our part why the initial testing was not completed. The criteria for doing this test is quite complex and not really as straight forward as the patient states In addition there is a specimen integrity issue. Testing has to occur within
days of collection or the specimen is no longer viable. By the time it was realized that the *** *** had been missed the specimen was too old to do the testing and the physician elected to have the specimen re-collected rather than proceed with the scheduled procedure. The re-collection could not be done for about months to ensure adequate cells. Though the billing had already gone out for the *** *** and physicians interp for the abreading (the $stated below), Medicare would not pay based on their collection criteria and the diagnosis codes provided by the physician PRL did not bill the patient, nor will we The specimen was successfully collected in March of 2015. The *** *** was run and we did not bill Medicare or the patients secondary insurance for this test. We felt it was the right thing to do based on the previous issues When the issue was brought to my attention (it has been a couple of months ago), I did place a call to the physician office to find out the story from their perspective. I was told that everything had been settled with the patient, everything had been explained adequately and there was no reason for me to contact the patient directly, so I did not. In any case, where we (or I) am asked to return a call to the patient I always call the physician office first. We never want to be in the position of giving the patient diagnostic information that should really only come from the physician offering treatment. Though the billing had already gone out for the *** *** and physicians interp for the abreading (the $stated above), Medicare would not pay based on their collection criteria and the diagnosis codes provided by the physician PRL did not bill the patient for the outstanding balance, nor will we ?
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.
Regards,
[redacted]
This call was handled by a new employee who was still in training, unfortunately when the employee took the call this account was no longer active since it was at collections as of August 2014. The patient should have been referred to B&P collection agency for payment but, since...
the payment was accepted by a PRL employee the client should have been notified at that time that the system was down and his credit card would be run through as soon as the system came back up. In this instance, the PRL new employee failed to reactivate the account which constituted failure to reprint a statement showing decline of the credit card. The new employee has been counseled and we apologize for the inconvenience placed on Mr. [redacted]. PRL strives to accommodate all patients as best as possible and will continue to work on achieving 100% satisfaction from all of our patients.
It was definitely a communication error on our part why the initial testing was not completed. The criteria for doing this test is quite complex and not really as straight forward as the patient states In addition there is a specimen integrity issue. Testing has to occur within
days of collection or the specimen is no longer viable. By the time it was realized that the *** *** had been missed the specimen was too old to do the testing and the physician elected to have the specimen re-collected rather than proceed with the scheduled procedure. The re-collection could not be done for about months to ensure adequate cells. Though the billing had already gone out for the *** *** and physicians interp for the abreading (the $stated below), Medicare would not pay based on their collection criteria and the diagnosis codes provided by the physician PRL did not bill the patient, nor will we The specimen was successfully collected in March of 2015. The *** *** was run and we did not bill Medicare or the patients secondary insurance for this test. We felt it was the right thing to do based on the previous issues When the issue was brought to my attention (it has been a couple of months ago), I did place a call to the physician office to find out the story from their perspective. I was told that everything had been settled with the patient, everything had been explained adequately and there was no reason for me to contact the patient directly, so I did not. In any case, where we (or I) am asked to return a call to the patient I always call the physician office first. We never want to be in the position of giving the patient diagnostic information that should really only come from the physician offering treatment. Though the billing had already gone out for the *** *** and physicians interp for the abreading (the $stated above), Medicare would not pay based on their collection criteria and the diagnosis codes provided by the physician PRL did not bill the patient for the outstanding balance, nor will we ?
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.
Regards,
[redacted]
This call was handled by a new employee who was still in training, unfortunately when the employee took the call this account was no longer active since it was at collections as of August 2014. The patient should have been referred to B&P collection agency for payment but, since...
the payment was accepted by a PRL employee the client should have been notified at that time that the system was down and his credit card would be run through as soon as the system came back up. In this instance, the PRL new employee failed to reactivate the account which constituted failure to reprint a statement showing decline of the credit card. The new employee has been counseled and we apologize for the inconvenience placed on Mr. [redacted]. PRL strives to accommodate all patients as best as possible and will continue to work on achieving 100% satisfaction from all of our patients.