Ms [redacted] 's balance was written off after the phone conversation on March 16, The letter generated in error, as the balance had already been adjusted to $ We apologize for the inconvenience caused to Ms [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 Regards, [redacted]
The payments addressed in the original complaint have been voided and refundedI attempted to contact the patient via the phone number provided and left a voice mail message with my direct contact informationI also emailed the patient with further details (see below)I hope this issue is resolved and we apologize for the confusion and inconvenience [redacted] Billing Manager- Dura Medic, LLC [redacted] Email sent to patient:From: [redacted] Sent: Monday, July 25, 11:AM To: 'P [redacted] ' Cc: Subject: Payment Plan with Dura Medic, LLC Hello Ms [redacted] , I would like to apologize for the confusion and inconvenience regarding your payment arrangement with Dura MedicThere was a balance discrepancy in our system that caused the over draftI have voided the transaction that was pending today July in the amount of $I also refunded the $payment that was processed on June Please allow 3-business days for your credit card company/bank to process this requestThank you for your business and your cooperation and patience in resolving this matterI also left a voice mail message at the contact number you providedPlease contact me directly if you have any further issues or concerns Thank you, [redacted] Billing Manager Dura Medic, LLC [redacted] ***, Ste [redacted] (Ext***) [redacted] (direct) [redacted] (fax)www[redacted] .com
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is some what satisfactory to meMy wife tried calling Ms [redacted] back at 2:45pm on 9/19/at her private number [redacted] and left a message She has not returned my wife's call I am at work and am unable to return her call by 4:00pm CST as she stated this would be the time she would be leaving workWe have gone to the Tricare website to see if in fact Dura Medic has filed a claim for secondary insurance as she stated in her email they have doneIt is not reflecting on the website, not even stating in process So I am sure the claim was not filed until today and Tricare has not had time to even acknowledge a claim has been filed.I will be watching to see in fact if a claim has been filed Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution while satisfactory to me, I would like the processes to change:Work with the Hospitals and Insurance companies to get yourself qualified as InNetwork providers of anything that a patient getsNote that Recovering from our Surgeries etc is our top priority, and while the patient is going through pain and is trying to recover, All this stuff is a pain and over load on their minds to deal with the Insurance company etcThis Onus should not be on the PatientIf I went to the ER for a check up, then its BOTH the HOSPITAL and YOUR Responsibility to ensure that Care is provided under the Insurance Carrier that they ACCEPTED as In-NetworkRemember - At some point in your life , you could be the patient going through health issues and you would needFurthermore, I have checked the retail prices online and you are charging many times over I would be happy to work with manufacturers/suppliers and ensure profitability for all involved, without burden to the patients.Please Let me know if you would like me to work with you folks to setup better supply chain and insurance alliances and I would be Glad to help Regards, [redacted]
In regards to the complaint filed by Mr***, please details below that was emailed to Mr [redacted] today, 09/19/( [redacted] .***@sbcglobal.net):Hello Mr***, I apologize for the inconvenience in your multiple attempts to contact Dura MedicOur policy is to return voicemail and email inquiries within hours of receiptI will personally look into your specific inquiries and review the follow up process with our staffWe filed a claim with your Tricare secondary plan and we will be happy to follow up with them as this claim remains unpaid by TricareAs we try to resolve this account with your insurance, please rest assured you will not be held responsible for the remaining balance of $Furthermore, this outstanding balance will not be reported to a credit or collection agency and will not be negatively reflected on your credit I also called and left you a voice mail message at the contact phone number you providedPlease feel free to contact me directly, via email or at my direct line listed below Best Regards, [redacted] Dura Medic, LLC [redacted] (Ext***) [redacted] (direct) [redacted] (fax) www.duramedic.com
Dura Medic has reviewed the patient's account and our records stated that we spoke with the patient on July 19th and advised the patient that his claim was submitted to his insurance (BCBS of Texas)Once payment was received the claim will be adjusted to a zero balance, waiving any patient responsibility as a courtesyDura Medic's Revenue Cycle Manager will reach out to the patient and discuss his accountA Zero Balance statement will be submitted to the patient.Please contact the Revenue Cycle Manager ( [redacted] - [redacted] ) with any questions.Thank you
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 meThe amount owed is being sent to me by overnight mail Assuming it arrives I will be satisfied that they have paid me what is owed Regards, [redacted]
I reviewed the patient's account and found it was appropriately referred to a third party collection agencyThis account was not reported to any credit bureausThe account has been paid, and the balance is currently zeroI confirmed with the collection agency that the account is closed in their systemI left a message for the patient's mother, [redacted] ***, requesting a call back to discuss
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 also understand that my balance will reflect a zero balance as a result of accepting this resolution. With regards to Duramedic filing a claim with BCBS of Texas, I discussed this with BCBS of Texas and they DO NOT have any record of a claim being filed. This fact does not have to be resolved here since Duramedic is adjusting my balance to Z-E-R-O. Regards, [redacted]
Just spoke with Mr [redacted] and we have resolved the account to the patient's satisfactionMr [redacted] was very appreciative and a zero balance statement is being sent to his home address for his recordsThank you, [redacted] Revenue Cycle Manager [redacted]
When we received the billing information from the hospital it did not include the complete workers compensation informationWe made several attempts to contact the patients employer to get the complete information in order to submit a claim for the crutchesA claim was submitted to the patients workers compensation insurance on 09/15/We contacted the patient on 09/23/to advise them that the claim was submittedThe patient will not be billed for this service going forward
The residential address for Jennifer [redacted] was found through our skip tracing process, after receiving returned mail from our initial attempt to bill our patientToday, 6/8/Ms [redacted] notified us of the address conflict and we have removed her address from our system as well as notified our third party collection company Vengroff Williams Inc., to cease collection efforts immediatelyPlease contact the billing manager directly if you have any further questions or concerns[redacted] Billing Manager- Dura Medic, LLC [redacted]
I contacted our patient, *** ***, at the number she provided on her complaint form ***I explained to Ms*** that we did bill her Amerigroup/Medicaid insurance and the claim was denied as this product is a non-covered benefit for patients over years of age, so she is liable for
the balanceShe was not aware of this and offered to return the boot as she stated she only used it for weekI advised for safety purposes we cannot accept the product backI also acknowledged her complaint about not being able to connect to a live person on our customer service phone number, I apologized for the inconvenience and told her I will follow up with that issue and make sure our lines are working properlyShe was also concerned that we never called her, I confirmed the phone number we had on file provided by Baylor Hospital, ***, she said that was a really old number and Baylor has her current number on fileDue to Ms*** concerns and for the inconvenience caused, I advised I will write off the balance of $billed by Dura Medic for date of service 05/17/We will no longer pursue this balance from *** *** and/or any guarantor or health insurance policy.Teresa Acosta, Billing Manger, Dura Medic, LLC *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
I have written off the balance on Mr*** account, and left a message for him at the phone number providedThis claim was processed incorrectly by the insurance company as these were ER services and should have been processed in networkWe do encourage patients to contact their insurance
company in these cases as they often are able to get better results being the consumerOur charges are based on the Medicare allowable for the products and our goal is to collect from insurance companies, not our patientsIn the event that a patient does end up being responsible for all or a portion of the bill, we do offer prompt payment discounts and flexible payment arrangements
When I spoke with Mr***, he did inform Dura Medic of the payment plan we had set up with his wifeDuring our discussion, he mentioned that *** of AZ had sent him paperwork regarding the product he received. I explained to him that we would honor the allowed amount set by *** of AZ for
the product he received. I also explained to him that products are assigned a *** code by *** (Medicare) and they are also assigned a Fee Schedule amount. The Fee Schedule amount assigned by Medicare is how we set our Charge Master. The Charge Master is how we set the price for the charges of our product(s). Once Mr*** provided the EOB he received from *** of AZ, I informed him that I would honor the amount ($255) they set as the Allowed Amount and Dura Medic would accept that as payment in full. Since he had already made a payment that equaled $234, I asked that the remaining balance be written off and that zero balance statement be sent to his address to show that he no longer had an amount due.At the time of service Dura Medic was not In Network with *** of AZ but we are now In Network. Regardless of the price set by our Charge Master, once the insurance company sets a price as an Allowed Amount, we will always honor that price as the amount due. We work with all of our Out of Network patients to reach an amount everyone is comfortable with and we offer extensive discounts to assist the patients with their responsibilityWe also offer interest free payment plans for large amounts so as not to place an undue burden on the patient.I am sorry that Mr*** was unhappy with the way his account was handledWe have made attempts to reach him to further discuss but have yet to receive a return phone callWe have also responded to all email sent by Mr***One of his emails was responded to within a week of its receipt and the other email was responded the very next day. We will be happy to discuss this further with Mr***.Sincerely,*** ***
Left a message with Mr*** asking him to please call me at his earliest convenience. This was an internal issue and his refund is being rushed out to him. *** ***Revenue Cycle Manager
Good Morning [redacted], First of all I apologize for the confusion and any service we have provided to you that was less than satisfactory. As per your call to our office on Monday, 2/22/16, I contacted the collection agency regarding Invoice [redacted], Bal $59.00, and requested they discontinue...
collection efforts as this account is paid in full. I received a confirmation email from [redacted] at VWI on 2/23/16 that your account with them has been closed. I am including a 0.00 balance statement to confirm you do not owe anything on this account and you are in good standing with our company. We appreciate your payment and the time you took to follow up with us regarding this matter. If you have any further questions or concerns, please contact me directly at the number or email listed below. Best Regards, [redacted] Billing Manager Dura Medic, LLC [redacted]
[redacted]
[redacted]
[redacted] Tell us why here...
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.
Regards,
[redacted]
Ms [redacted] 's balance was written off after the phone conversation on March 16, The letter generated in error, as the balance had already been adjusted to $ We apologize for the inconvenience caused to Ms [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 Regards, [redacted]
The payments addressed in the original complaint have been voided and refundedI attempted to contact the patient via the phone number provided and left a voice mail message with my direct contact informationI also emailed the patient with further details (see below)I hope this issue is resolved and we apologize for the confusion and inconvenience [redacted] Billing Manager- Dura Medic, LLC [redacted] Email sent to patient:From: [redacted] Sent: Monday, July 25, 11:AM To: 'P [redacted] ' Cc: Subject: Payment Plan with Dura Medic, LLC Hello Ms [redacted] , I would like to apologize for the confusion and inconvenience regarding your payment arrangement with Dura MedicThere was a balance discrepancy in our system that caused the over draftI have voided the transaction that was pending today July in the amount of $I also refunded the $payment that was processed on June Please allow 3-business days for your credit card company/bank to process this requestThank you for your business and your cooperation and patience in resolving this matterI also left a voice mail message at the contact number you providedPlease contact me directly if you have any further issues or concerns Thank you, [redacted] Billing Manager Dura Medic, LLC [redacted] ***, Ste [redacted] (Ext***) [redacted] (direct) [redacted] (fax)www[redacted] .com
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is some what satisfactory to meMy wife tried calling Ms [redacted] back at 2:45pm on 9/19/at her private number [redacted] and left a message She has not returned my wife's call I am at work and am unable to return her call by 4:00pm CST as she stated this would be the time she would be leaving workWe have gone to the Tricare website to see if in fact Dura Medic has filed a claim for secondary insurance as she stated in her email they have doneIt is not reflecting on the website, not even stating in process So I am sure the claim was not filed until today and Tricare has not had time to even acknowledge a claim has been filed.I will be watching to see in fact if a claim has been filed Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution while satisfactory to me, I would like the processes to change:Work with the Hospitals and Insurance companies to get yourself qualified as InNetwork providers of anything that a patient getsNote that Recovering from our Surgeries etc is our top priority, and while the patient is going through pain and is trying to recover, All this stuff is a pain and over load on their minds to deal with the Insurance company etcThis Onus should not be on the PatientIf I went to the ER for a check up, then its BOTH the HOSPITAL and YOUR Responsibility to ensure that Care is provided under the Insurance Carrier that they ACCEPTED as In-NetworkRemember - At some point in your life , you could be the patient going through health issues and you would needFurthermore, I have checked the retail prices online and you are charging many times over I would be happy to work with manufacturers/suppliers and ensure profitability for all involved, without burden to the patients.Please Let me know if you would like me to work with you folks to setup better supply chain and insurance alliances and I would be Glad to help Regards, [redacted]
In regards to the complaint filed by Mr***, please details below that was emailed to Mr [redacted] today, 09/19/( [redacted] .***@sbcglobal.net):Hello Mr***, I apologize for the inconvenience in your multiple attempts to contact Dura MedicOur policy is to return voicemail and email inquiries within hours of receiptI will personally look into your specific inquiries and review the follow up process with our staffWe filed a claim with your Tricare secondary plan and we will be happy to follow up with them as this claim remains unpaid by TricareAs we try to resolve this account with your insurance, please rest assured you will not be held responsible for the remaining balance of $Furthermore, this outstanding balance will not be reported to a credit or collection agency and will not be negatively reflected on your credit I also called and left you a voice mail message at the contact phone number you providedPlease feel free to contact me directly, via email or at my direct line listed below Best Regards, [redacted] Dura Medic, LLC [redacted] (Ext***) [redacted] (direct) [redacted] (fax) www.duramedic.com
Dura Medic has reviewed the patient's account and our records stated that we spoke with the patient on July 19th and advised the patient that his claim was submitted to his insurance (BCBS of Texas)Once payment was received the claim will be adjusted to a zero balance, waiving any patient responsibility as a courtesyDura Medic's Revenue Cycle Manager will reach out to the patient and discuss his accountA Zero Balance statement will be submitted to the patient.Please contact the Revenue Cycle Manager ( [redacted] - [redacted] ) with any questions.Thank you
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 meThe amount owed is being sent to me by overnight mail Assuming it arrives I will be satisfied that they have paid me what is owed Regards, [redacted]
I reviewed the patient's account and found it was appropriately referred to a third party collection agencyThis account was not reported to any credit bureausThe account has been paid, and the balance is currently zeroI confirmed with the collection agency that the account is closed in their systemI left a message for the patient's mother, [redacted] ***, requesting a call back to discuss
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 also understand that my balance will reflect a zero balance as a result of accepting this resolution. With regards to Duramedic filing a claim with BCBS of Texas, I discussed this with BCBS of Texas and they DO NOT have any record of a claim being filed. This fact does not have to be resolved here since Duramedic is adjusting my balance to Z-E-R-O. Regards, [redacted]
Just spoke with Mr [redacted] and we have resolved the account to the patient's satisfactionMr [redacted] was very appreciative and a zero balance statement is being sent to his home address for his recordsThank you, [redacted] Revenue Cycle Manager [redacted]
When we received the billing information from the hospital it did not include the complete workers compensation informationWe made several attempts to contact the patients employer to get the complete information in order to submit a claim for the crutchesA claim was submitted to the patients workers compensation insurance on 09/15/We contacted the patient on 09/23/to advise them that the claim was submittedThe patient will not be billed for this service going forward
The residential address for Jennifer [redacted] was found through our skip tracing process, after receiving returned mail from our initial attempt to bill our patientToday, 6/8/Ms [redacted] notified us of the address conflict and we have removed her address from our system as well as notified our third party collection company Vengroff Williams Inc., to cease collection efforts immediatelyPlease contact the billing manager directly if you have any further questions or concerns[redacted] Billing Manager- Dura Medic, LLC [redacted]
I contacted our patient, *** ***, at the number she provided on her complaint form ***I explained to Ms*** that we did bill her Amerigroup/Medicaid insurance and the claim was denied as this product is a non-covered benefit for patients over years of age, so she is liable for
the balanceShe was not aware of this and offered to return the boot as she stated she only used it for weekI advised for safety purposes we cannot accept the product backI also acknowledged her complaint about not being able to connect to a live person on our customer service phone number, I apologized for the inconvenience and told her I will follow up with that issue and make sure our lines are working properlyShe was also concerned that we never called her, I confirmed the phone number we had on file provided by Baylor Hospital, ***, she said that was a really old number and Baylor has her current number on fileDue to Ms*** concerns and for the inconvenience caused, I advised I will write off the balance of $billed by Dura Medic for date of service 05/17/We will no longer pursue this balance from *** *** and/or any guarantor or health insurance policy.Teresa Acosta, Billing Manger, Dura Medic, LLC *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
I have written off the balance on Mr*** account, and left a message for him at the phone number providedThis claim was processed incorrectly by the insurance company as these were ER services and should have been processed in networkWe do encourage patients to contact their insurance
company in these cases as they often are able to get better results being the consumerOur charges are based on the Medicare allowable for the products and our goal is to collect from insurance companies, not our patientsIn the event that a patient does end up being responsible for all or a portion of the bill, we do offer prompt payment discounts and flexible payment arrangements
When I spoke with Mr***, he did inform Dura Medic of the payment plan we had set up with his wifeDuring our discussion, he mentioned that *** of AZ had sent him paperwork regarding the product he received. I explained to him that we would honor the allowed amount set by *** of AZ for
the product he received. I also explained to him that products are assigned a *** code by *** (Medicare) and they are also assigned a Fee Schedule amount. The Fee Schedule amount assigned by Medicare is how we set our Charge Master. The Charge Master is how we set the price for the charges of our product(s). Once Mr*** provided the EOB he received from *** of AZ, I informed him that I would honor the amount ($255) they set as the Allowed Amount and Dura Medic would accept that as payment in full. Since he had already made a payment that equaled $234, I asked that the remaining balance be written off and that zero balance statement be sent to his address to show that he no longer had an amount due.At the time of service Dura Medic was not In Network with *** of AZ but we are now In Network. Regardless of the price set by our Charge Master, once the insurance company sets a price as an Allowed Amount, we will always honor that price as the amount due. We work with all of our Out of Network patients to reach an amount everyone is comfortable with and we offer extensive discounts to assist the patients with their responsibilityWe also offer interest free payment plans for large amounts so as not to place an undue burden on the patient.I am sorry that Mr*** was unhappy with the way his account was handledWe have made attempts to reach him to further discuss but have yet to receive a return phone callWe have also responded to all email sent by Mr***One of his emails was responded to within a week of its receipt and the other email was responded the very next day. We will be happy to discuss this further with Mr***.Sincerely,*** ***
Left a message with Mr*** asking him to please call me at his earliest convenience. This was an internal issue and his refund is being rushed out to him. *** ***Revenue Cycle Manager
Good Morning [redacted], First of all I apologize for the confusion and any service we have provided to you that was less than satisfactory. As per your call to our office on Monday, 2/22/16, I contacted the collection agency regarding Invoice [redacted], Bal $59.00, and requested they discontinue...
collection efforts as this account is paid in full. I received a confirmation email from [redacted] at VWI on 2/23/16 that your account with them has been closed. I am including a 0.00 balance statement to confirm you do not owe anything on this account and you are in good standing with our company. We appreciate your payment and the time you took to follow up with us regarding this matter. If you have any further questions or concerns, please contact me directly at the number or email listed below. Best Regards, [redacted] Billing Manager Dura Medic, LLC [redacted]
[redacted]
[redacted]
[redacted] Tell us why here...
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.
Regards,
[redacted]