Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] The employees of the Quave Clinic left out vital information; words that they said to my wife and I and obviously their attitudes, tone of their voices and the volume of their voices. They failed to mention that my wife called my Insurance carrier, they explained to my wife that a co-pay was not collected on follow-up visits, for procedures done. When my wife tired to explain this to the young person behind the counter the person raised her voice and told my wife in a loud voice so that everyone that was sitting in the waiting room could hear, "there is a $20.00 co-pay every time we walked into the door". The young man named "Mika" who called my house was belittling me, mocking me and was referring to his own financial obligations and that I needed to pay my way in life, as he had to. He refused to stop talking and I tried to make him understand that I did not owe the Quave Clinic any money as of the friday before, he called. In my first message that I sent to the Revdex.com, I was requesting a written policy as to the charges that Quave Clinic charged. So I could have a better understanding of charges and Policies. I would hope that Brett Q[redacted] is informed as to how his employees are treating his patients and would not allow their behavior to make a bad mark against his business.
On February 14, Billing Manager received a patient case from the front office staff with the notated summary of the encounter: "FYI. Patient and his wife came up to the counter to check in. I informed them there was a $20 co-pay. Patient's wife stated "no, there is not for a follow up. You were the...
only girls that say that. "I replied stating there should always be a co-pay collected whether it's for a "office visit "or "follow up quote. Patient refused to make payment and stated that they did not have any money. " On March 13, patient was contacted. Below is a notated summary of the call: "Patient stated he didn't have a co-pay for follow up visits, but only for office visits. I informed the patient to visit types both result in a co-pay. He again stated he doesn't have a co-pay. I informed them that he paid a co-pay at his visit on December 13, 2016 along with every other visit previous to that. I offered to set them up on a payment plan as his balance is (redacted). He changed the subject and mention he just received a bill last Friday, and I'm calling first thing Monday morning. He accused me of not working for the Quave clinic and attempting to scam them out of money. I informed him that was certainly not the case and can provide him with any information on his personal record. Patient accused me of trying to force him to pay, I told him my intention was to offer a payment plan not to force him to pay. I try to empathize with the patient and the sensitivity of money. He can change the subject stating he might cancel his appointments and go somewhere else due to our conversation. He stated I should have a better day and disconnected the call." The two statements above were recorded on the days associated with the statements. Additionally, these statements are apart of the patient's medical record. Quave Clinic is a specialty, which focuses on pain management. At times, we encounter patients who can be suffering a monetary drought, in which case, we set up payment plans to allow patient’s more time to, simultaneously, some do not wish to pay for services.This determination is made when patient’s bluntly voices their declination to pay. We do not have a need to intimidate patient’s into paying for services. If necessary, debt collectors will be contracted to carry out the recovery process. The choice belongs to the patient. Quave Clinic does not set policies or procedures regarding billing. Billing procedures are dictated by an individual’s insurance company. In this case, the insurance is requiring a copay for the visits.Quave Clinic is left the responsibility of collecting those payments.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] The employees of the Quave Clinic left out vital information; words that they said to my wife and I and obviously their attitudes, tone of their voices and the volume of their voices. They failed to mention that my wife called my Insurance carrier, they explained to my wife that a co-pay was not collected on follow-up visits, for procedures done. When my wife tired to explain this to the young person behind the counter the person raised her voice and told my wife in a loud voice so that everyone that was sitting in the waiting room could hear, "there is a $20.00 co-pay every time we walked into the door". The young man named "Mika" who called my house was belittling me, mocking me and was referring to his own financial obligations and that I needed to pay my way in life, as he had to. He refused to stop talking and I tried to make him understand that I did not owe the Quave Clinic any money as of the friday before, he called. In my first message that I sent to the Revdex.com, I was requesting a written policy as to the charges that Quave Clinic charged. So I could have a better understanding of charges and Policies. I would hope that Brett Q[redacted] is informed as to how his employees are treating his patients and would not allow their behavior to make a bad mark against his business.
On February 14, Billing Manager received a patient case from the front office staff with the notated summary of the encounter: "FYI. Patient and his wife came up to the counter to check in. I informed them there was a $20 co-pay. Patient's wife stated "no, there is not for a follow up. You were the...
only girls that say that. "I replied stating there should always be a co-pay collected whether it's for a "office visit "or "follow up quote. Patient refused to make payment and stated that they did not have any money. " On March 13, patient was contacted. Below is a notated summary of the call: "Patient stated he didn't have a co-pay for follow up visits, but only for office visits. I informed the patient to visit types both result in a co-pay. He again stated he doesn't have a co-pay. I informed them that he paid a co-pay at his visit on December 13, 2016 along with every other visit previous to that. I offered to set them up on a payment plan as his balance is (redacted). He changed the subject and mention he just received a bill last Friday, and I'm calling first thing Monday morning. He accused me of not working for the Quave clinic and attempting to scam them out of money. I informed him that was certainly not the case and can provide him with any information on his personal record. Patient accused me of trying to force him to pay, I told him my intention was to offer a payment plan not to force him to pay. I try to empathize with the patient and the sensitivity of money. He can change the subject stating he might cancel his appointments and go somewhere else due to our conversation. He stated I should have a better day and disconnected the call." The two statements above were recorded on the days associated with the statements. Additionally, these statements are apart of the patient's medical record. Quave Clinic is a specialty, which focuses on pain management. At times, we encounter patients who can be suffering a monetary drought, in which case, we set up payment plans to allow patient’s more time to, simultaneously, some do not wish to pay for services.This determination is made when patient’s bluntly voices their declination to pay. We do not have a need to intimidate patient’s into paying for services. If necessary, debt collectors will be contracted to carry out the recovery process. The choice belongs to the patient. Quave Clinic does not set policies or procedures regarding billing. Billing procedures are dictated by an individual’s insurance company. In this case, the insurance is requiring a copay for the visits.Quave Clinic is left the responsibility of collecting those payments.