This letter is in response to the complaint filed by [redacted] lD#[redacted]:
6/5/15 Date of service,6/25/15 Claim Filed to carrier - pending payment from carrier7/7/15 Carrier processed and paid claim. Had the payment notification been received regarding the patientpayment...
at the time of service account would have immediately went into overfunded to be reviewed andrefunded at the first of August.8/3/15 Patient Called regarding refund, we did not have a record of the payment and patient could not provide areceipt, the facility would need to be contacted regarding the documentation of payment.8/5/15 Information regarding the payment was received and sent for posting.8/10/15 Patient called regarding her refund.8/27/15 Patient called regarding her refund and asked for a supervisor to call her back, the call was not returnedand that is being reviewed to see why the patient was not called back.9/10/15 Investigation into why the refund was not processing. The refund required approval and was pending.9/18/15 Received approval to run refund outside the normal check printing process9/21/15 Refund has been mailed to the patient at the address provided by the patient. Check #[redacted]We apologize for the delay in processing the refund request and steps are being taken to ensure refunds are processed timely and accurately. Should Mrs. [redacted] need further assistance please let us know and immediate action will be taken.
Sincerely,
This letter is in response to the complaint filed by [redacted] lD#[redacted]:
6/5/15 Date of service,6/25/15 Claim Filed to carrier - pending payment from carrier7/7/15 Carrier processed and paid claim. Had the payment notification been received regarding the patientpayment...
at the time of service account would have immediately went into overfunded to be reviewed andrefunded at the first of August.8/3/15 Patient Called regarding refund, we did not have a record of the payment and patient could not provide areceipt, the facility would need to be contacted regarding the documentation of payment.8/5/15 Information regarding the payment was received and sent for posting.8/10/15 Patient called regarding her refund.8/27/15 Patient called regarding her refund and asked for a supervisor to call her back, the call was not returnedand that is being reviewed to see why the patient was not called back.9/10/15 Investigation into why the refund was not processing. The refund required approval and was pending.9/18/15 Received approval to run refund outside the normal check printing process9/21/15 Refund has been mailed to the patient at the address provided by the patient. Check #[redacted]We apologize for the delay in processing the refund request and steps are being taken to ensure refunds are processed timely and accurately. Should Mrs. [redacted] need further assistance please let us know and immediate action will be taken.
Sincerely,
Bridget [redacted]
AR Supervisor