Step Lively Foot & Ankle Centers: Gahanna

Per the documentation submitted previously the patients initial statement was sent 9/17/She cannot supply proof the statements were or were not received as we cannot supply proof as to if she did or did not receive themWhat I have shown is that our system generated the statements and the address we have on file is in fact the correct addressI have also supplied notes on the account that state the letters were received and calls were made to the patientI do see a note stating someone spoke with the patient back in August and we did advise the patient at that time that adjustments would not be madeThe patient received a product and should be responsible for the product she receivedPatients also receive correspondence from their insurance companies regarding claims when they are processed that informs the patient on how much the insurance company will or will not be payingThe patients insurance company processed her claim on 10/28/The patient would have received this exact informationThe statement made regarding taking a year to receive a statement is and as stated earlier I have submitted proof of earlier statements being sent.***

It is unfortunate that Step Lively’s response is not factual and is very misleading.  They actually stated to me that their billing was not up to par and claimed to have sent a bill beginning in March, which I did not receive. They can indeed make no claim to my receipt of anything and I question their records for when the billing was sent. Furthermore, I sent two registered receipt communications to them regarding this and have proof of their receipt of said communications, neither of which they ever responded to.  In addition, I responded to the phone calls and can provide telephone records to substantiate this.  Their response is utterly unbelievable.This dispute is not about whether or not the item was covered under my insurance, but about their significant delay in billing of almost a year– which resulted in the inability to use FSA funds to cover what the insurance did not.  Had their billing been timely I would have had ample time to utilize the FSA funds to cover the expense.  Because their billing was almost a year late, the FSA funds are not available because they run on a fiscal basis.I did indeed acknowledge I would be responsible for what my insurance did not cover.  Where is Step Lively’s responsibility for responding to correspondence and timely billing?  They have some responsibility here and should acknowledge it and provide appropriate adjustments.  I am still asking for consideration.Regards, [redacted]

The patient initially started receiving statements 9/17/15. The next statement did not go out until 3/10/16, 5 months later due to the transition to an external billing company. We have sent a total of 7 statements to the patient. Our billing department responded to the patients letter by calling...

and leaving messages for the patient to call back on 6/17/16 and 8/30/16. We have not received a call back from the patient as of today. A final notice letter was sent to the patient on 9/8/16, which was ample time for the patient to respond to our calls. I policy is to normally sent an account to collections once the receive 3 statements. We have been extremely lenient in this case and have allowed the patient to receive 6 of the exact same statements prior to sending her a final attempt letter. The patients balance will not be wrote off as her insurance has deemed this her responsibility. Per the response from her insurance the item "L3000" is a not covered under her plan. The patient acknowledged and signed a form stating she was receiving the items and would be responsible for payment if insurance did not cover.Thank You, Melissa T[redacted]