Thank you for bringing this to our attention I have the billing manager reviewing the account and will be back with as response within a couple of days [redacted]
I am attaching the email string between [redacted] and our employee Jessica for review as well as the delivery ticket [redacted] signed as proof he had received the equipment he was being billed for As Jessica described in the attached email, his insurance deductible had not be met so the insurance did not pay on this invoice resulting in the insurance "balancing down" or saying that the patient was responsible for the bill [redacted] requests that we destroy all records of his account which we cannot do, that would be illegal We keep all patient records for a minimum of years I hope this clarifies the situation.Beth [redacted] N [redacted] HR & Continuing Care Manager
There are pieces to this complaint so I am going to address each one separately here.The Resupply order for supplies:The order in question was placed by the patient through our on line "Portal" He did notify us that he wanted to return some items and we did send him a return label to return what items he did not want to keep but it was never used and the items have never been returned This remains open in our system If [redacted] would like to return his supplies, while out of our day return period, we would be willing to accept any unused, unopened items back and credit his account We do have live calls that go out to our patients asking if they are in need of supplies Any feedback that the he is willing to share as to the quality and content of the calls I am very interested in listening to At no point, should a call be anywhere close to being harassment and I am very concerned that he feels this way If acceptable to him I would like to contact him and to hear in more detail his experience so that we could address this with our call staffThe Billing issue:The insurance verification check we did on this patient's insurance at the time (Regence) stated that they would do a month rental then a convert to purchase We later found out that, that information was incorrect It should have been a month rental and then a convert to purchase on the 4th month, which would have been before his Regence insurance termed June 30, This was something we should have caught and are reviewing this specific case with the Director of the Insurance Verification team With that said, we owe this patient not only an apology but also a refund He paid his portion of the rental for months of July and August which comes to $ Also the patient will not get the bill of $for the purchase of the machine as his insurance is paying for it The manager of our billing department has adjusted off these charges and has stopped all collection efforts His credit will be processed and I will expedite his credit at my end He can expect a check within weeksI welcome the patient to reach out to me directly if he would like My email is ***@soundoxygen.com.Thank you for the opportunity to assist this patient.Beth [redacted] N***HR and Compliance Manager
Good Morning, The patient and I have worked out a resolution to this complaint I believe you will find that he agrees this has been resolved Thank you for bringing this to our attention Beth G [redacted] N [redacted] HR & Compliance Manager
The patient is correct in stating that we had not mailed him a billing statement. We have identified this is a problem with our billing process when a particular situation arises as what did in this situation. The person's account has been taken out of collections and no reporting has... been done to credit reporting agencies. Both our Billing Manager and our Compliance manager have contacted him to explain this situation and our resolution including a full explanation of what occurred and what we are doing to correct the problem with his account. We have provided him with a billing statement that he can pay off of.
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 strongly disagree with the assertion that this could have been resolved without Revdex.com interventionI had already had numerous calls with Sound Oxygen, which were escalated to the billing manager, and during which it was made very clear that I was unhappy with how this process was proceeding That said, I am happy with the resolution and the speed at which my account was updated to reflect the proper chargesI've paid my bill in full and will consider this matter resolved Sincerely, [redacted]
Good Morning I welcome the opportunity to get this cleared up We spoke with you on Feb2, and discussed this payment At that time we had told youi that we had not received your payment of $and asked if you could send us a copy of your check As of March 31st when we spoke to you last, we still had not received a copy of the check and again asked you to send us a copy of the check I have notified the billing supervisor of this escalation in this account and will stop any late fees for the account as long as we can get a copy of the cancelled check If you would send the copy of the cancelled check to [redacted] AttnBeth I will ensure this gets wrapped up as soon as I receive it My phone is [redacted] and my email is [redacted] so you can contact me anytime It would be ideal if you could let me know when you get the cancelled check in the mail so that I can be on the lookout for it Also if you have the capability, you can always email me a copy (front and back) of the check, that'll save you a stamp and envelope! Beth G [redacted] N***-HR & Compliance Manager
Thank you for bringing this to our attention I have the billing manager reviewing the account and will be back with as response within a couple of days [redacted]
Complaint: [redacted] I am rejecting this response because: I still don't see any attempt at a resolution Sincerely, [redacted]
I am attaching the email string between [redacted] and our employee Jessica for review as well as the delivery ticket [redacted] signed as proof he had received the equipment he was being billed for As Jessica described in the attached email, his insurance deductible had not be met so the insurance did not pay on this invoice resulting in the insurance "balancing down" or saying that the patient was responsible for the bill [redacted] requests that we destroy all records of his account which we cannot do, that would be illegal We keep all patient records for a minimum of years I hope this clarifies the situation.Beth [redacted] N [redacted] HR & Continuing Care Manager
"copy of check sent for payment to Sound OxygenMade out by my wife: [redacted] 12/24/2015" [redacted] Please see attached document [redacted]
There are pieces to this complaint so I am going to address each one separately here.The Resupply order for supplies:The order in question was placed by the patient through our on line "Portal" He did notify us that he wanted to return some items and we did send him a return label to return what items he did not want to keep but it was never used and the items have never been returned This remains open in our system If [redacted] would like to return his supplies, while out of our day return period, we would be willing to accept any unused, unopened items back and credit his account We do have live calls that go out to our patients asking if they are in need of supplies Any feedback that the he is willing to share as to the quality and content of the calls I am very interested in listening to At no point, should a call be anywhere close to being harassment and I am very concerned that he feels this way If acceptable to him I would like to contact him and to hear in more detail his experience so that we could address this with our call staffThe Billing issue:The insurance verification check we did on this patient's insurance at the time (Regence) stated that they would do a month rental then a convert to purchase We later found out that, that information was incorrect It should have been a month rental and then a convert to purchase on the 4th month, which would have been before his Regence insurance termed June 30, This was something we should have caught and are reviewing this specific case with the Director of the Insurance Verification team With that said, we owe this patient not only an apology but also a refund He paid his portion of the rental for months of July and August which comes to $ Also the patient will not get the bill of $for the purchase of the machine as his insurance is paying for it The manager of our billing department has adjusted off these charges and has stopped all collection efforts His credit will be processed and I will expedite his credit at my end He can expect a check within weeksI welcome the patient to reach out to me directly if he would like My email is ***@soundoxygen.com.Thank you for the opportunity to assist this patient.Beth [redacted] N***HR and Compliance Manager
Good Morning, The patient and I have worked out a resolution to this complaint I believe you will find that he agrees this has been resolved Thank you for bringing this to our attention Beth G [redacted] N [redacted] HR & Compliance Manager
The patient is correct in stating that we had not mailed him a billing statement. We have identified this is a problem with our billing process when a particular situation arises as what did in this situation. The person's account has been taken out of collections and no reporting has... been done to credit reporting agencies. Both our Billing Manager and our Compliance manager have contacted him to explain this situation and our resolution including a full explanation of what occurred and what we are doing to correct the problem with his account. We have provided him with a billing statement that he can pay off of.
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 strongly disagree with the assertion that this could have been resolved without Revdex.com interventionI had already had numerous calls with Sound Oxygen, which were escalated to the billing manager, and during which it was made very clear that I was unhappy with how this process was proceeding That said, I am happy with the resolution and the speed at which my account was updated to reflect the proper chargesI've paid my bill in full and will consider this matter resolved Sincerely, [redacted]
Good Morning I welcome the opportunity to get this cleared up We spoke with you on Feb2, and discussed this payment At that time we had told youi that we had not received your payment of $and asked if you could send us a copy of your check As of March 31st when we spoke to you last, we still had not received a copy of the check and again asked you to send us a copy of the check I have notified the billing supervisor of this escalation in this account and will stop any late fees for the account as long as we can get a copy of the cancelled check If you would send the copy of the cancelled check to [redacted] AttnBeth I will ensure this gets wrapped up as soon as I receive it My phone is [redacted] and my email is [redacted] so you can contact me anytime It would be ideal if you could let me know when you get the cancelled check in the mail so that I can be on the lookout for it Also if you have the capability, you can always email me a copy (front and back) of the check, that'll save you a stamp and envelope! Beth G [redacted] N***-HR & Compliance Manager