The Lahey Clinic

Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted] ***

Good Afternoon I have reviewed Mr [redacted] 's complaint and can understand his frustration with his billing experience His Veterans Choice was never billed appropriately for his hospital and professional services That being said, I have requested that our billing team follow up with Veterans Choice to obtain payment I have also requested that any payments made by Mr [redacted] be processed and refunded back to him Upon reviewing his account I have found that for the Professional (physician) services a self-pay payment of $was made and for the Hospital Charges a payment of $was made I have been informed by the Professional Cash team that Mr [redacted] 's credit card was refunded for the amount of $ I believe a refund check will be issued for the Hospital services.Please be advised that we do not report to any credit agencies so concern of this billing experience impacting his credit rating will not happen.If I can be of any further assistance please do not hesitate to contact me [redacted]

I have referred the patient complaint to our Customer Relations Department for follow up in regards to her patient experience They will be in contact with the patient after the review her concerns

I have verified with our Accounts Payable Department that your check was mailed to your home on Tuesday April 18th

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] I find the proposed response satisfactory, however I am hesitant to consider this resolved until the $check for hospital services has been released (as of the moment it is just showing as a negative balance on the account) Regards, [redacted]

Revdex.com:Dear Revdex.com, The business has worked with me and the issue is resolved They were extremely helpful with all aspects of the problem and went to extraordinary lengths to resolve the issue The root cause of the problem appears to be based on the systemic interaction between the various parties involved I am very satisfied with the resolution I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted] ***

I apologize for the delay in getting back to this complaint. We are reaching out to the ordering physician to see if we can assist with the payment for the crutches. As soon as I hear back I will be in contact
*** ***

I have reviewed the complaint filed by Mr*** in regards to the referral issue. Upon review of the account in dispute I found that on September 2nd we received a denial from *** Carelink for no referral on file. Per our contract with *** Carelink we should bill the member for
lack of referral. On December 20th Mr*** contacted our office at which point we referred him to the physician office to obtain a referral. On February 2nd we received copies of what was to be the referral information with a referral number of ***. We contacted *** that same date and were informed that the number we were given as a referral number was not an actual referral number. On February 28th we once again contacted *** and re-verified that a referral was never issued for the services. Upon receipt of this complaint we followed up with the PCP office and verified that a referral was issued on 5/1/and expired on 4/30/16. Please note that the services incurred were after the date of the expired referral. We then followed up with the referral management department requesting a new referral to be submitted. The office kindly submitted a referral to *** on 4/19/and provided us with the appropriate referral information. I have documented the patient account and have requested that an appeal be filed with the health insurance carrier

I have reached out to *** *** and we have made payment arrangements that are satisfactory to his situation. He conveyed to me that he was pleased with the outcome and appreciateive of the outcome. *** ***Customer Service ManagerLahey Health

Good Afternoon I have reviewed Mr. [redacted]'s complaint and can understand his frustration with his billing experience.  His Veterans Choice was never billed appropriately for his hospital and professional services.  That being said, I have requested that our billing team follow up...

with Veterans Choice to obtain payment.  I have also requested that any payments made by Mr. [redacted] be processed and refunded back to him.  Upon reviewing his account I have found that for the Professional (physician) services a self-pay payment of $86.36 was made and for the Hospital Charges a payment of $293.30 was made.  I have been informed by the Professional Cash team that Mr. [redacted]'s credit card was refunded for the amount of $86.36.  I believe a refund check will be issued for the Hospital services.Please be advised that we do not report to any credit agencies so concern of this billing experience impacting his credit rating will not happen.If I can be of any further assistance please do not hesitate to contact me. [redacted]

Better Business...

Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

We have adjusted the balance for the digital Mammography there will be no patient responsibility for that charge.  I will be emailing the patient directly to inform her of this.[redacted]

I have referred the patient complaint to our Customer Relations Department for follow up in regards to her patient experience.  They will be in contact with the patient after the review her concerns

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
I find the proposed response satisfactory, however I am hesitant to consider this resolved until the $293.30 check for hospital services has been released (as of the moment it is just showing as a negative balance on the account).
Regards,
[redacted]

I have reviewed your complaint and unfortunately you are correct in that we did not bill your correct health insurance timely.  I have adjusted the $150 to a zero balance as of today.  I truly apologize for the miscommunication and the fact that you have tried to resolve this issues on...

several occasions.  Please note that we did not refer your account to an outside collection agency and you should have no concern in regards to your credit.  If I can be of further assistance to you please contact me at [redacted] Customer Service Manager Lahey Health

Revdex.com:Dear Revdex.com, The business has worked...

with me and the issue is resolved.  They were extremely helpful with all aspects of the problem and went to extraordinary lengths to resolve the issue.  The root cause of the problem appears to be based on the systemic interaction between the various parties involved.  I am very satisfied with the resolution.
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

I have verified with our Accounts Payable Department that your check was mailed to your home on Tuesday April 18th.