St Mary's Pharmacy

Re: [redacted] ***Dear Sirs/ Madam:We take seriously the pride in which we offer service to our customersI submit a history of this account andcan assure you that all possible customer service and billing options have been considered here.Unfortunately, I believe there may be some miscommunication or understanding between patient andinsurance carrier regarding coverage and payment responsibilityPatient has not responded in last days.As such, we now consider this customer service issue closed until new information or circumstance arise.Account History:8/13/Kari R***, Billing ManagerPatient called today to ask about a bill she got for $explained to her that is deductible for herhumidifier rentalShe said she didn't understand what that meantWe had a lengthy discussionWe have notgotten paid yet for the machine so I billed that as a rental as well.10/9/Teresa H***, RTI got the Revdex.com email last evening and have been trying to back trace everything with insuranceI called [redacted] toverify that I got auth on everything which I didThe auth is for both [redacted] and [redacted] for a rental only they donot purchaseAs I told [redacted] at that time she had met her deductable and copay and it was to becoveredI was unaware she was changing her insuranceShe changed insurance the next monthShe nowneeds an auth for [redacted] and she is going to owe for the cpap and heated humidifier if I bill thisWe were noteven aware that she changed until we got a denialNow she is getting billed for the heated humidifier butnot the cpap yetWhat we can do is thisI can offer her a purchase at a 15% discount of cpap and heatedhumidifier and the price will be $due to how much was paid by insurance at this timeThis means itcannot be applied to her deductible howeverLew could try and work this out possPrice on the internet forthe machine she had to have is $this is still less than what she would pay on lineIf Lew can do thiswith her insurance this may work or may not work with the ptWe can tryI certainly did not misrepresentanything to this ptI cannot dictate or know what insurance is going to doThey will not purchase themachine from [redacted] period.10/9/Lewis M***, RT/ Dir of HMEI called patient and left a message 10/9/at 1:PMAsked her to call back to discuss the billing issueHerold insurance did authorize payment on the PAP and paid one month, however there are the rest of themonths (12) to goShe changed insurance at month She has three options: 1: return machine and we'll nolonger bill any claims2: She can keep the machine and we'll continue to bill the new insurance, howeverbecause of her high deductible, she'll have to pay rental until the machine is purchased outright.Approximately $3: She can keep the machine and we'll give her a discount for paying cash and not havingto deal with insurance, if she pays upfront for the balance on the machine$less that has beenalready paid or $This price is only good if we do not bill insurance and if she pays the total upfront.She needs to understand that if she chooses this third option that none of the balance she pays will gotoward the current insurance deductible.10/22/Lewis M***, RT/Dir of HMEMrs [redacted] has not called back in nearly weeks from my last callI again left messages on both her cellphone and home phone to call me backThe message I left on her cell phone was a bit more detailed givingher the options.10/23/Lewis M***, RT/Dir of HME [redacted] left me a message yesterdayI called her this morning and had a lengthy conversation trying to explainthe bills that she has with us and the bills she is going to haveExplained was the fact that she has the unitunder rental and not purchase and that she has a high deductibleShe is going to call her insurance and getback to us next weekI reiterated her choices and said we want to work with her.10/26/Teresa H [redacted] RTGot another message from [redacted] stating that she spoke with customer service at [redacted] and was told wecould call or the doctor office could call [redacted] and get this turned to a purchaseI have already spoken with **about this previously and was told no they only do a rental they do not purchase until monthsI calledagain today to confirm and was told by auth department that is correct they will not do anything but a rentalof [redacted] and ***They will not give me a letter stating this so he transferred me to customer service and Iwas on the phone for every waiting for something that I could get I writing from this stating they only do arentalThey can not find anything in writing about thisYet it is a policyI asked to get a copy of the policyand she can not find that in writingI requested she call up to auth dept and get a supervisor that can get mesomething in writingShe said would call a supervisor and get back in touch with meI was on the phone for33mins with this conversation already.If you have any additional questions, please do not hesitate to call me at ###-###-####.Patrick *S***, COOStMarys Pharmacy, Inc

Re: *** *** ***Dear Sirs/ Madam:We take seriously the pride in which we offer service to our customersI submit a history of this account andcan assure you that all possible customer service and billing options have been considered here.Unfortunately, I believe there may be some
miscommunication or understanding between patient andinsurance carrier regarding coverage and payment responsibilityPatient has not responded in last days.As such, we now consider this customer service issue closed until new information or circumstance arise.Account History:8/13/Kari R***, Billing ManagerPatient called today to ask about a bill she got for $explained to her that is deductible for herhumidifier rentalShe said she didn't understand what that meantWe had a lengthy discussionWe have notgotten paid yet for the machine so I billed that as a rental as well.10/9/Teresa H***, RTI got the Revdex.com email last evening and have been trying to back trace everything with insuranceI called ** toverify that I got auth on everything which I didThe auth is for both *** and *** for a rental only they donot purchaseAs I told *** at that time she had met her deductable and copay and it was to becoveredI was unaware she was changing her insuranceShe changed insurance the next monthShe nowneeds an auth for *** and she is going to owe for the cpap and heated humidifier if I bill thisWe were noteven aware that she changed until we got a denialNow she is getting billed for the heated humidifier butnot the cpap yetWhat we can do is thisI can offer her a purchase at a 15% discount of cpap and heatedhumidifier and the price will be $due to how much was paid by insurance at this timeThis means itcannot be applied to her deductible howeverLew could try and work this out possPrice on the internet forthe machine she had to have is $this is still less than what she would pay on lineIf Lew can do thiswith her insurance this may work or may not work with the ptWe can tryI certainly did not misrepresentanything to this ptI cannot dictate or know what insurance is going to doThey will not purchase themachine from ** period.10/9/Lewis M***, RT/ Dir of HMEI called patient and left a message 10/9/at 1:PMAsked her to call back to discuss the billing issueHerold insurance did authorize payment on the PAP and paid one month, however there are the rest of themonths (12) to goShe changed insurance at month She has three options: 1: return machine and we'll nolonger bill any claims2: She can keep the machine and we'll continue to bill the new insurance, howeverbecause of her high deductible, she'll have to pay rental until the machine is purchased outright.Approximately $3: She can keep the machine and we'll give her a discount for paying cash and not havingto deal with insurance, if she pays upfront for the balance on the machine$less that has beenalready paid or $This price is only good if we do not bill insurance and if she pays the total upfront.She needs to understand that if she chooses this third option that none of the balance she pays will gotoward the current insurance deductible.10/22/Lewis M***, RT/Dir of HMEMrs*** has not called back in nearly weeks from my last callI again left messages on both her cellphone and home phone to call me backThe message I left on her cell phone was a bit more detailed givingher the options.10/23/Lewis M***, RT/Dir of HME*** left me a message yesterdayI called her this morning and had a lengthy conversation trying to explainthe bills that she has with us and the bills she is going to haveExplained was the fact that she has the unitunder rental and not purchase and that she has a high deductibleShe is going to call her insurance and getback to us next weekI reiterated her choices and said we want to work with her.10/26/Teresa H*** RTGot another message from *** stating that she spoke with customer service at ** and was told wecould call or the doctor office could call ** and get this turned to a purchaseI have already spoken with **about this previously and was told no they only do a rental they do not purchase until monthsI calledagain today to confirm and was told by auth department that is correct they will not do anything but a rentalof *** and ***They will not give me a letter stating this so he transferred me to customer service and Iwas on the phone for every waiting for something that I could get I writing from this stating they only do arentalThey can not find anything in writing about thisYet it is a policyI asked to get a copy of the policyand she can not find that in writingI requested she call up to auth dept and get a supervisor that can get mesomething in writingShe said would call a supervisor and get back in touch with meI was on the phone for33mins with this conversation already.If you have any additional questions, please do not hesitate to call me at ###-###-####.Patrick *S***, COOStMarys Pharmacy, Inc

Re: *** *** ***Dear Sirs/ Madam:We take seriously the pride in which we offer service to our customersI submit a history of this account andcan assure you that all possible customer service and billing options have been considered here.Unfortunately, I believe there
may be some miscommunication or understanding between patient andinsurance carrier regarding coverage and payment responsibilityPatient has not responded in last days.As such, we now consider this customer service issue closed until new information or circumstance arise.Account History:8/13/Kari R***, Billing ManagerPatient called today to ask about a bill she got for $explained to her that is deductible for herhumidifier rentalShe said she didn't understand what that meantWe had a lengthy discussionWe have notgotten paid yet for the machine so I billed that as a rental as well.10/9/Teresa H***, RTI got the Revdex.com email last evening and have been trying to back trace everything with insuranceI called ** toverify that I got auth on everything which I didThe auth is for both *** and *** for a rental only they donot purchaseAs I told *** at that time she had met her deductable and copay and it was to becoveredI was unaware she was changing her insuranceShe changed insurance the next monthShe nowneeds an auth for *** and she is going to owe for the cpap and heated humidifier if I bill thisWe were noteven aware that she changed until we got a denialNow she is getting billed for the heated humidifier butnot the cpap yetWhat we can do is thisI can offer her a purchase at a 15% discount of cpap and heatedhumidifier and the price will be $due to how much was paid by insurance at this timeThis means itcannot be applied to her deductible howeverLew could try and work this out possPrice on the internet forthe machine she had to have is $this is still less than what she would pay on lineIf Lew can do thiswith her insurance this may work or may not work with the ptWe can tryI certainly did not misrepresentanything to this ptI cannot dictate or know what insurance is going to doThey will not purchase themachine from ** period.10/9/Lewis M***, RT/ Dir of HMEI called patient and left a message 10/9/at 1:PMAsked her to call back to discuss the billing issueHerold insurance did authorize payment on the PAP and paid one month, however there are the rest of themonths (12) to goShe changed insurance at month She has three options: 1: return machine and we'll nolonger bill any claims2: She can keep the machine and we'll continue to bill the new insurance, howeverbecause of her high deductible, she'll have to pay rental until the machine is purchased outright.Approximately $3: She can keep the machine and we'll give her a discount for paying cash and not havingto deal with insurance, if she pays upfront for the balance on the machine$less that has beenalready paid or $This price is only good if we do not bill insurance and if she pays the total upfront.She needs to understand that if she chooses this third option that none of the balance she pays will gotoward the current insurance deductible.10/22/Lewis M***, RT/Dir of HMEMrs*** has not called back in nearly weeks from my last callI again left messages on both her cellphone and home phone to call me backThe message I left on her cell phone was a bit more detailed givingher the options.10/23/Lewis M***, RT/Dir of HME*** left me a message yesterdayI called her this morning and had a lengthy conversation trying to explainthe bills that she has with us and the bills she is going to haveExplained was the fact that she has the unitunder rental and not purchase and that she has a high deductibleShe is going to call her insurance and getback to us next weekI reiterated her choices and said we want to work with her.10/26/Teresa H*** RTGot another message from *** stating that she spoke with customer service at ** and was told wecould call or the doctor office could call ** and get this turned to a purchaseI have already spoken with **about this previously and was told no they only do a rental they do not purchase until monthsI calledagain today to confirm and was told by auth department that is correct they will not do anything but a rentalof *** and ***They will not give me a letter stating this so he transferred me to customer service and Iwas on the phone for every waiting for something that I could get I writing from this stating they only do arentalThey can not find anything in writing about thisYet it is a policyI asked to get a copy of the policyand she can not find that in writingI requested she call up to auth dept and get a supervisor that can get mesomething in writingShe said would call a supervisor and get back in touch with meI was on the phone for33mins with this conversation already.If you have any additional questions, please do not hesitate to call me at ###-###-####.Patrick *S***, COOStMarys Pharmacy, Inc