Radiology Associates of North Texas, P.A.

This is regards to Account [redacted] Patient has multiple DOS in collectionsPatient did send a check in September for $but it was applied to the May DOS already in collections ($owed by patient)$is the amount due for the 1/12/DOS which per the BCBS EOB, was applied to deductible.? For the May DOS, we filed to BCBS who denied for cannot ID patient in JulyWe sent the statement in July and collections letters in September and October before sending to collections in NovemberPatient called to update insurance in January 2015, after the account was in collectionsBCBS did not pay the claim.? The January charges were filed to BCBS in February and $was applied to the patient’s deductibleWe sent a statement by text on March 14thWe sent another text on March 28thIVR outreach on April 18th? failed but another text was sent successfullyOn May 13th? the IVR successfully reached the patient and the patient called in an updated insurance information that did not need to be updatedBCBS applied to deductibleAnother text was sent on 5/20/and 6/9/2016, and on 6/the patient called in and requested no textAn itemized statement was sent at that timeOn 8/14/the patient was sent a collections letter and on 8/called in to advise check would be sentOn 9/the charge was sent to collections, on 9/the payment was posted to the DOS also in collections status.? By my count we touched the patient times (inbound and outbound) before payment was sentHowever since he did call to advise payment was going to be sent and the charge went to collections while the check was in route, we are cancelling this date of service with CSII and the $payment will be applied to the correct DOSThis patient still owes $for and needs to contact CSII to resolve that balance

HISTORY - The patient received services for which he would have signed an acknowledgement at the time of service that professional billing is separate from the hospitalRadiology Associates correctly submitted a claim to BCBS in June One of the services was paid by BCBS without issue, leaving $patient responsibility which was then paid by credit card in September The other service was not paid and no response was received from BCBSWe notified the patient via statement that $was outstandingThe patient contacted us and we refiled the claim at that timeWe subsequently received a new EOB from BCBS indicating $patient responsibility (deductible)The patient was then sent a new statement for $? The system shows that the $was sent to collections after no payment was received but was removed from collections and had a payment of $applied on 10/24/2017.? COMPLAINT - Concerning the patient's complaints, we do regret that it took BCBS nearly a year to provide an EOB for these services and that at that time the claim was processed incorrectlyUnfortunately we do not control when and how an insurer processes the claimsHowever we do have control over the billing process and take our responsibility to our patients to provide timely and accurate responses very seriouslyI see where mistakes were made on this account including failure to generate a pre-collections letter and lack of timely follow up with BCBSAdditionally, BCBS and Radiology Associates of North Texas were engaged in a contract dispute at this time after BCBS unilaterally and without notification cancelled the participating provider agreementThis is why one of the charges that was submitted immediately was processed without issue and the other was applied to the patients out of network deductibleThe patient's charges should have been placed on hold and flagged as being included in the BCBS contract dispute projectAPOLOGY/RESOLUTION - For our part in causing this patient inconvenience, I do apologizeI have requested that the $credit card payment be refunded and the patient's charge written off as Out of Network due to the contract issueI hope this demonstrates Radiology Associates of North Texas' commitment to customer serviceUnfortunately we can provide an account summary that shows the charge has been removed from collections however it is the collection agency that sends notice of cancellation to the consumerI will personally reach out to the agency today to ensure that this has been sentIf possible I will have them fax it to me so I can attach it to an email to the patient.? Thanks,? [redacted] ? ? ? ? ? ? ?

Complaint: [redacted] I am rejecting this response because:The complaint is against "Radiology Associates of North Texas" ? (the business name is taken directly from the top of the bill)....please take some time to research the issue and make sure your company is not the one in question before rejecting the complain out of hand? The account number in question, to assist with research, is [redacted] Regards, ***? [redacted]

Dear Revdex.com: Thank you for your recent letter regarding the complaint submitted to your organization by [redacted] *** provides medical billing management services on behalf of Radiology Associates of North TexasAs such, I am responding to your inquiry on their behalfIt is our mutual goal to provide accurate and timely billing services in a satisfying manner to the patients of Radiology Associates of North Texas. Our review of the patient’s account has resulted in these findings: *There is a $balance due on account for date of service 03/09/and 03/12/17.*The is a $balance at the collection agency and debt was never reported to the credit bureaus.We apologize for any inconvenience this may have caused the patient. At this time, we request you close this complaint as we have resolved it in a satisfactory manner

Complaint: [redacted] I am rejecting this response because:I appreciate that you are making efforts to resolve this issueHowever, I will keep this complaint open until I have verified receipt of my refund and I have verified the insurance company, [redacted] , has received the claim from your billing department.Thank you, [redacted]

HISTORY - The patient received services for which he would have signed an acknowledgement at the time of service that professional billing is separate from the hospitalRadiology Associates correctly submitted a claim to BCBS in June One of the services was paid by BCBS without issue, leaving $patient responsibility which was then paid by credit card in September The other service was not paid and no response was received from BCBSWe notified the patient via statement that $was outstandingThe patient contacted us and we refiled the claim at that timeWe subsequently received a new EOB from BCBS indicating $patient responsibility (deductible)The patient was then sent a new statement for $ The system shows that the $was sent to collections after no payment was received but was removed from collections and had a payment of $applied on 10/24/COMPLAINT - Concerning the patient's complaints, we do regret that it took BCBS nearly a year to provide an EOB for these services and that at that time the claim was processed incorrectlyUnfortunately we do not control when and how an insurer processes the claimsHowever we do have control over the billing process and take our responsibility to our patients to provide timely and accurate responses very seriouslyI see where mistakes were made on this account including failure to generate a pre-collections letter and lack of timely follow up with BCBSAdditionally, BCBS and Radiology Associates of North Texas were engaged in a contract dispute at this time after BCBS unilaterally and without notification cancelled the participating provider agreementThis is why one of the charges that was submitted immediately was processed without issue and the other was applied to the patients out of network deductibleThe patient's charges should have been placed on hold and flagged as being included in the BCBS contract dispute projectAPOLOGY/RESOLUTION - For our part in causing this patient inconvenience, I do apologizeI have requested that the $credit card payment be refunded and the patient's charge written off as Out of Network due to the contract issueI hope this demonstrates Radiology Associates of North Texas' commitment to customer serviceUnfortunately we can provide an account summary that shows the charge has been removed from collections however it is the collection agency that sends notice of cancellation to the consumerI will personally reach out to the agency today to ensure that this has been sentIf possible I will have them fax it to me so I can attach it to an email to the patientThanks, [redacted]

Thank you for your recent letter regarding the complaint submitted to your organization by [redacted] [redacted] *** provides medical billing management services on behalf of Radiology Associates of North TexasAs such, I am responding to your inquiry on their behalfIt is our mutual goal to provide accurate and timely billing services in a satisfying manner to the patients of Radiology Associates of North Texas.Our review of the patient’s account has resulted in these findings: *The charges for date of service 03/02/were denied by [redacted] ***.*Please provide updated insurance information (id# and group #) and we would be happy to file the claim.We apologize for the inconvenience this has caused [redacted] At this time, we request you close this complaint as we have resolved it in a satisfactory manner

The claim was filed to [redacted] today 04/11/and also the patient's credit card was refunded for the $today as well Please allow 2-days to see the credit as it takes either the credit card company or bank this time to process back to the patient's account

Complaint: ***
I am rejecting this response because: No resolution was provided regarding the reporting to the credit
bureaus and retrieving the amount from collectionsNo apology was extended for taking many months to properly process a claim, providing extremely poor communication, and turning patient over to collections in brief time of trying to figure out why they were still incorrectly billing for a covered service (for which we did not contract with them). I requested that it be retrieved from collections and no negative marks left on credit due to the long, blundering process of billing provided by this companyI will not accept a resolution short of thisI would think an apology for poor billing service and communication would be appropriate as well, however will settle for proof, mailed to permanent address, of settled claim, bill, and removal from collections
Regards,
*** ***

Complaint: ***
I am rejecting this response because:I appreciate that you are making efforts to resolve this issueHowever, I will keep this complaint open until I have verified receipt of my refund and I have verified the insurance company, *** ***, has received the claim from your billing department.Thank you,
*** ***

Complaint: ***
I am rejecting this response because:The complaint is against "Radiology Associates of North Texas" (the business name is taken directly from the top of the bill)....please take some time to research the issue and make sure your company is not the one in question before rejecting the complain out of hand The account number in question, to assist with research, is *** *** ** *** ***
Regards,
*** ***

Thank you for your recent letter regarding the complaint submitted to your organization by *** *** ***, LLC provides medical billing management services on behalf of Radiology Associates of North TexasAs such, I am responding to your inquiry on their behalfIt is our mutual goal to provide accurate and timely billing services in a satisfying manner to the patients of Radiology Associates of North Texas Our review of the patient’s account has resulted in these findings: We have located the missing Tricare payment/adjustment and the account is now updatedThere is no balance due on the patient’s account We apologize for the inconvenience this has caused *** ***. At this time, we request you close this complaint as we have resolved it in a satisfactory manner

The claim was processed correctly by the patient's insurance as the $was applied to the patient's deductible That is the amount the patient was billed for

Thank you for your recent letter regarding the complaint submitted to your organization by *** *** ***, LLC provides medical billing management services on behalf of Radiology Associates of North TexasAs such, I am responding to your inquiry on their behalfIt is our mutual goal to provide accurate and timely billing services in a satisfying manner to the patients of Radiology Associates of North Texas Our review of the patient’s account has resulted in these findings: We have located the missing Tricare payment/adjustment and the account is now updatedThere is no balance due on the patient’s account We apologize for the inconvenience this has caused *** ***. At this time, we request you close this complaint as we have resolved it in a satisfactory manner

The claim was processed correctly by the patient's insurance as the $was applied to the patient's deductible That is the amount the patient was billed for

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** ***, Client Services Manger, emailed me directly on 4/12/and stated the following: (1) The account is updated to reflect a zero balance, (2) An appropriate level of training was administered to his Accounts Receivable staff regarding timely communication with customers; and (3) The collections account was cancelledAssuming these actions are complete, I find this resolution satisfactory.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** ***, Client Services Manger, emailed me directly on 4/12/and stated the following: (1) The account is updated to reflect a zero balance, (2) An appropriate level of training was administered to his Accounts Receivable staff regarding timely communication with customers; and (3) The collections account was cancelledAssuming these actions are complete, I find this resolution satisfactory.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint:
I am rejecting this response because: While I appreciate a review of my account, it hasn’t resolved anythingThe reason the *** *** *** ** *** denied the payment is because THAT IS NOT MY INSURANCE.It seems as though your agents can’t take down the correct insurance information, even when it is given to them eight different timesI don’t understand how you could continually have the incorrect information (from March no less) after I called repeatedly to give it to youNow, for the ninth time, here is the correct insurance information: Insurance Company: *** ***Policy holder: *** ***ID #: ***Group #: ***I don’t feel sorry for the “inconvenience” this has caused *** ***, as this has caused me more than a year of actual inconvenienceSo if anything, I should be receiving an apologyYou claim that “it is [your] mutual goal to provide accurate and timely billing services in a satisfying manner...” yet fail to do so for over a year.As such, I will not close the complaint due to the fact nothing has been done to resolve this issue in a timely or satisfactory mannerI will resolve the complaint, once, and ONLY once, I receive my reimbursement check for $in the mailThat is what I’ve stated as the desired resolution, so it only seems fair that that is the outcomeYou now have the correct insurance information to file this claim, so there should be no further issues with filing itI have already notified my insurance company, and they will be watching for the incoming claimKeep in mind that you are working with an insurance company that is “in network,” and if you fail to submit this claim, I will have the fraud team at the insurance company look into this furtherNow, since this was such an inconvenience for your company, I suggest you act in a timely manner
Regards,
*** ***

This is regards to Account ***Patient has multiple DOS in collectionsPatient did send a check in September for $but it was applied to the May DOS already in collections ($owed by patient)$is the amount due for the 1/12/DOS which per the BCBS EOB, was applied to
deductible. For the May DOS, we filed to BCBS who denied for cannot ID patient in JulyWe sent the statement in July and collections letters in September and October before sending to collections in NovemberPatient called to update insurance in January 2015, after the account was in collectionsBCBS did not pay the claim. The January charges were filed to BCBS in February and $was applied to the patient’s deductibleWe sent a statement by text on March 14thWe sent another text on March 28thIVR outreach on April 18th failed but another text was sent successfullyOn May 13th the IVR successfully reached the patient and the patient called in an updated insurance information that did not need to be updatedBCBS applied to deductibleAnother text was sent on 5/20/and 6/9/2016, and on 6/the patient called in and requested no textAn itemized statement was sent at that timeOn 8/14/the patient was sent a collections letter and on 8/called in to advise check would be sentOn 9/the charge was sent to collections, on 9/the payment was posted to the DOS also in collections status. By my count we touched the patient times (inbound and outbound) before payment was sentHowever since he did call to advise payment was going to be sent and the charge went to collections while the check was in route, we are cancelling this date of service with CSII and the $payment will be applied to the correct DOSThis patient still owes $for and needs to contact CSII to resolve that balance