Refresh Dental North Pointe

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 I was not provided a cycle of bills, only two arrived before the collection notice.  Additionally, I feel as though my inquiry into why consideration would not be given was handled inappropriately and ineffectively.  To just be told 'because the manager who reviewed it said it would not be' is not acceptable. 
Regards,

Dear Mr. [redacted], I apologize for the delay in the receipt of your reimbursement. I have followed up with the departments involved and am able to confirm that the check will be mailed by the end of this week. I apologize that your experience did not meet your expectations, nor did it meet our service recovery commitment. Please know that we acknowledge our delay and have learned from the concern to prevent this from happening to another patient. If I can assist in any other way, please do not hesitate to contact me at [redacted]. Please accept my deepest apologies for your experience. Sincerely, [redacted], Patient Experience

Thank you so much for reaching out to Christiana Care. I apologize for the experience you have had in an effort to obtain the refund you are due and am committed to support you in resolution of your concern. We take your feedback seriously and want to work with you, in addition to learning from this...

concern to improve our service for other patients and families. I have contacted the Dental Services team and we are processing a refund of $450.00 for you immediately. I apologize for the confusion, frustration and delay in receiving your reimbursement. If you have any questions or concerns, please contact me at [redacted]

Thank you so much for reaching out to Christiana Care with your billing concern. I will work with you to resolve this concern and provide the information and contacts to explain the balance due. Your employer selected Allegeant for insurance coverage for their employees. The insurance...

company is processing this patient visit through the Multiplan Network. Although Christiana Care has a contract with Multiplan for certain employers, your employer is not a part of that contract. Therefore although Multiplan made a partial payment for the services rendered, it was not a payment in full and the balance due is the patient's responsibility. Multiplan paid $124.76 which was applied to your deductible and now the $89.67 is the balance remaining. Your employer or insurance company are resources to contact to confirm this information. I apologize for the confusion and will work with you to remove the bill from your credit report once you have made payment or initiated a payment plan. I can be reached at [redacted] for any questions. Thank you, [redacted] Patient Experience

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. 
I am very pleased with the response that I received from Christiana Care regarding this complaint and I commend their staff on their professionalism in handling this matter.   Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[redacted] I am now working with representatives from the lab and my insurance company to address the charges from this biopsy, so that part of the complaint can be considered resolved.  However, as mentioned in our phone conversation, I am still concerned over the charges for a second round of tests on my biopsy sample which appear to have been conducted without my knowledge or consent, and the ("abnormal") results of which were never reported to me, although they were charged to me.  According to documentation I received from my medical records, these additional tests are not medically relevant or FDA approved.  This is why I asked for an audit of the charges, which it seems Christiana Care could indeed shed some light on.  At this point, I cannot consider the complaint resolved until those concerns are addressed. I do appreciate that you have forwarded copies of the documents from the lab regarding possible insurance denials.  After reviewing these documents, I still feel that Christiana Care, in conjunction with the lab, acted in bad faith by not verifying coverage prior to the procedure.  The wording on the document from the lab suggests that the procedure "might not" be covered, but it does not indicate that it is the patient's sole responsibility to verify coverage.  Both Christiana Care and the lab were in possession of my insurance information; this information was verified over the phone several weeks prior to the procedure and again at the time of the procedure.  A patient who supplies this information has a reasonable expectation that it will be used.  By not processing this information (or processing it but not informing me of the lab's out-of-network status) I was denied the ability to make an informed decision about whether to have the procedure.  I was also denied the opportunity to prearrange a payment plan, although the lab's website states that this is available to patients.In light of this, I would also like some acknowledgement that failure to verify benefits prior to a procedure is not in the best interest of Christiana Care's patients, and that in this case it contributed to significant inconvenience and distress which could easily have been avoided.
Regards,
[redacted]

Christiana Care would like to work with you to resolve your billing concern. I apologize that our billing team did not mention your past due account during telephone calls when you were making a payment on your current accounts. In a thorough review of your billing records, it is...

documented that you had two $100 copays due for two Emergency Room visits. In February of 2016 you paid the August, 2015 ER visit copay which was past due. The January 2016 ER visit copay of $100 remains unpaid. Christiana Care sends three bills to the patient, then the account is given to BYL for additional followup. On behalf of Christiana Care, I will work with you to either add the copay due to your current payment plan or you can pay the copay in full - either payment method will result in removing the bill from collections and removing the notation on your credit report. I will contact you by telephone to confirm next steps. I can be reached at [redacted] if any questions. Thank you, [redacted], Patient Experience

Thank you for reaching out to Christiana Care with your billing concern. We take your feedback seriously and want to work with you to resolve your concern. Christiana Care has an estimate telephone contact number [redacted] and we encourage patients to contact us since that will help patients plan for...

the cost of medical tests and procedures. I apologize for any miscommunication during your telephone calls with our patient Financial Services, as well as the customer service you received. You are certainly eligible to apply for financial assistance or establish a payment plan to pay your bill. Christiana Care provides a cycle of bills to the patient for payment before the balance due is given to a collection agency. I would be happy to work with you on a payment plan and withdraw this bill from collections. I will contact you to discuss a resolution. I can also be reached at [redacted], Patient Experience

Thank you for reaching out to Christiana Care about your dental reimbursement. I thoroughly researched your concern and learned that your $1000 dental reimbursement was processed and mailed on 3/23/17. We also learned that the check has not been cashed so we will re-issue you a check for $1000 for...

your reimbursement. I apologize for the inconvenience to you for this concern. If I can  help in any way further, please do not hesitate to contact me at[redacted], Patient Experience

Dear Mr. [redacted], On behalf of Christiana Care, I want to apologize for your billing experience and let you know that we take these concerns seriously. I thank you so much for the opportunity to resolve your concern and I apologize for the concern not being resolved during your initial phone calls to...

our billing department. Our Patient Financial Services has adjusted your bill due to the delay in contacting your secondary insurance to pay the remainder of your bill. We did file a secondary insurance claim but did not receive a response to the claim. Unfortunately, we did not contact you for more complete mailing information on the secondary insurance which was an oversight of our team. Please do not hesitate to contact me if you have any questions. Thank you, [redacted]

On behalf of Christiana Care, I would like to apologize for the experience you have had with our Patient Financial Services. I contacted that department to gather information to resolve your concern. Patient Financial Services confirmed that you were eligible for DE Medicaid during June of 2013 and...

that insurance paid your June 2013 patient care. Patient Financial Services confirmed that you are not eligible for DE Medicaid during July or August of 2013, therefore our records indicate a total balance due of $1000.09 for one hospital visit and two physician bills. Christiana Care offers patients the opportunity to apply for financial assistance and if you pursue that option and receive financial assistance that could be very helpful to lower the balance due to Christiana Care. We also offer payment plans which will provide you opportunity to remove your bills from collections and positively impact your credit report. I can be reached at Patient Experience, [redacted] to assist you in moving forward and would be welcome the opportunity to work with you on this resolution. Thank you, [redacted] Patient Experience.

Ms [redacted],
Thank you for reaching out to Christiana Care for followup
on your billing experience. I apologize
that you were not able to resolve this concern and I would like to support you
moving forward. We take your feedback seriously and work with the departments
involved to ensure...

this experience does not happen to another patient. I
contacted our Patient Financial Services department and they informed me that
the balance due has been paid and we have requested that BYL send a letter to
remove the item from your credit report. I have requested a copy of the letter
as well to ensure this is completed. I apologize for your experience. Please
contact me if I can be of any further assistance. Thank you, [redacted]

Thank you for reaching out to share your feedback on your patient and billing experience with Christiana Care. I would like to apologize that we did not meet your expectations. We appreciate the opportunity to learn from patient's feedback and take all concerns seriously. Our Medical Aid Unit...

does not  have a contract with Independence Blue Cross, therefore we are unable to bill your insurance. Prior to treatment, patients sign a financial consent with indicates their agreement to financial responsibility in case there is not insurance coverage. I apologize you were misinformed about signage at the facility concerning what insurance we do not accept. Our leadership in both billing and at the Medical Aid Unit are re-educating staff on insurance information. In addition, the MAU is pursuing signage to better communicate with our patients. Thank you for sharing your concern. If I can be of further assistance, please do not hesitate to contact me at 733-1379. Thank you, [redacted] Patient Experience.