Salem Radiology Consultants PC

Dear [redacted],
 
My name is R.A. N[redacted] and I am the Administrative Director for Salem Radiology Consultants.  Your complaint, which was initiated through the Revdex.com, was escalated to my office.  First, I want to apologize for your time, energy and the frustration...

you incurred working through this situation.  My office has investigated the complaint and I regret that Salem Radiology was at fault with the handling of your account.  A review of your records clearly indicated your correct mailing address was provided at the time of your daughter’s visit. 
In conducting our business affairs, we have one electronic system that manages medical information for patients and another which handles patient accounts for billing purposes.  Under normal circumstances, address changes occur automatically between the two systems; however, this did not occur properly at the time of your visit and as a result, billing statements were sent in error to your previous home address and returned to our office as undeliverable.  When we receive a mail return, our standard process is to refer these accounts to our external collection agency that has access to more sophisticated tools for address correction.
In response to your complaint, we will be modifying our mail return process to include a more rigorous audit of address information available to us as well as have initiated steps to provide our billing office team with more sophisticated online search tools. We also have educated our staff that any account can be pulled back from the external collections process when it has been determined that Salem Radiology made an error in processing the account.
Within the next ten (10) days, you will be receiving a check in the amount of $20.50 for the additional fees you were charged by the external collection agency as well as modest gift that we will include in the letter as a token of our appreciation for your patience and understanding.  We have contacted our external collection agency to ensure your credit history will not be blemished from this event.
At Salem Radiology, it is our goal to treat each and every patient referred to us like a member of the family.  We regret that we fell short of that goal with your visit and we hope you will provide SRC with an opportunity to serve your future medical imaging needs.
If you have additional questions or concerns, please feel free to contact me through office phone listed below.
Sincerely,
R.A. N[redacted], MPHA
CEO
Salem Radiology Consultants
Ph: 503.399.1262
Email[redacted]

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. Sincerely, [redacted]