Suburban Urologic Associates

Review: Follow up appointment on 8-19-2013, after hospital visit recommended see Urologist. Wife scheduled with this company at their Coal Valley Road office. Receptionist asked me to pay $40.00/co-pay. I informed her that my co-pay was $10.00, but she insisted and said to me "do you want to be seen or not".. reluctantly I paid because I needed to be seen and get back to my wife having surgery the same day. Notified BCBS about the incident and they said only $10.00 should have been collected.. My wife called, that week about refund. She was told, by [redacted] in billing @ ###-###-####, she could pick up at Coal Valley office because payable deadline passed until 9/5/2013. Wife too sick to drive because of surgery called back and told [redacted] to process refund on 9/5/2013 (next billing cycle) Wife has followed up on 9/4 and 9/10- left recorded message. No refund has been returned.Desired Settlement: Would Like our $30.00 back. Within the next week- after all we were told we would get a refund mailed to us.

Business

Response:

Ref: [redacted]

ID# [redacted]

Attention: [redacted], The Revdex.com

In order to address this issue, I have prepared the following sequence of events:

[redacted] was in our office for services on 8-19-2013. It is the policy of our office to collect all patient responsible amounts at the time of service.

Our billing office contacted Mr. [redacted] insurance company on 8-2-2013 and was told he had a $40.00 specialist copay. This information came directly from his insurance company and was based on his policy.

Mr. [redacted] paid his $40.00 copay at the time of service on 8-19-2013.

Mr. [redacted] called our office on 8-20-2013 and spoke with our billing office at which time our office policy was explained. He was told if the incorrect amount was collected we will refund any patient credit once his insurance pays his claim.

Mrs. [redacted] called our billing office on 8-21-2013 asking for a refund. Our office policy was explained to her as well. She stated she had other appointments and needed this refund so she could pay her copays at her other appointments. She was told her account would be discussed with the office manager and we would call her back. The account was then discussed with the office manager at which time we agreed to make an exception and refund her $30.00 even though her husband's insurance had not paid his claim yet. We offered to have $30.00 cash ready for her to pick up at our Jefferson office. She was made aware and stated she will pick it up. A few moments later she called our office back and stated she changed her mind and wants us to mail the refund to her husband. Again, she was made aware they will receive this once we get payment from their insurance company.

Mrs. [redacted] called our billing office on 9-4-13 inquiring about her husband's refund. Our billing staff explained their insurance company just paid their claim that same day and we can now issue them a refund of $30.00 in the form of a check which will be mailed to them.

Page 2 of 2

At no time was the patient or his wife given an exact date as to when this refund would be mailed. We make every effort to refund any credits as soon as possible however there are office policies we have in place that must be adhered to. As with all patients, Mr, [redacted] is encouraged to call our office at any time for an explanation of his refund. Given the complexity of this situation, please have him call our Billing Supervisor[redacted]. She will be happy to help him through this process.

Please contact me with any further questions or concerns. I look forward to your response.

Sincerely,

Practice Manager

Suburban Urologic Associates