Total Access Urgent Care PC

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.
Sincerely,
[redacted]

We are in receipt of your Complaint #[redacted].  Thank you for forwarding the detailed concerns; we always take these complaints, the integrity of our business, and our customer’s satisfaction very seriously.When this patient visited our facility on September 2, 2016, he signed financial...

responsibility and agreed to our Convenient Pay program.  This program is a convenience for our customers designed to make our billing process as seamless and efficient as possible, passing on the convenience to the patient and granting Total Access Urgent Care (TAUC) permission to securely encrypt and save the patients credit card information for payment of the patient’s portion of their claim after the insurance company adjudicates the claim. The patient is made aware of the Convenient Pay Program by a minimum of four methods of notification. 1.      They sign the intake form agreeing to the program. I have attached Mr. [redacted]’s agreement with this response.2.      They are notified on their receipt at check-out, a copy of which is also attached.3.      We email the patient a detailed summary of the Convenient Pay Program, and include a PDF statement of their balance due notifying them that their card on file will be        charged within 3-5 business days of the date of the email. This patient was emailed at the email address he provided ([redacted]@yahoo.com) regarding his balance          due, on April 1, April 9, April 17, April 25 and May 1.4.      The patient’s insurance company sends the patient an explanation of benefits notifying the patient of their portion of responsibility.  Following health insurance billing practices, the claim for the September 2, 2016, visit was sent to the insurance carrier on September 13, 2016.  [redacted] adjudicated the claim and transferred the deductible amount to Mr. [redacted]’s responsibility in the amount of $175.79 on March 13, 2016.  The amount the patient pays in copay, coinsurance and deductible is based entirely on the contract between the patient and his insurance carrier.  TAUC diligently follows billing guidelines set forth by the carrier.  [redacted] was not billed twice for the patient’s visit.  United Healthcare did, on their own accord, reprocess the injection charges and recoup $0.85. This reprocess did not change the balance due by the patient. Per the email notifying the patient of our intent to charge his card on file, his card was charged for his balance due on May 8, 2017.The amount due TAUC from this patient is based on his contact with her insurance carrier. TAUC is required by the carrier to collect the amount the insurance company designates as due.  We regret and have apologized for the frustration this standard billing practice has caused the patient as we deeply value each patient.  The patient was notified on May 9, that we would refund the charges under the Convenient Pay Program if he would like to pay under a different payment method. Please let me know if you need any further information from me.

We are in receipt of your Complaint #[redacted].  Thank you for forwarding the detailed concerns; we always take these complaints, the integrity of our business, and our customer’s satisfaction very seriously. When this patient visited our facility in February 2017, he signed financial...

responsibility and agreed to our Convenient Pay program.  This program is a convenience for our customers designed to make our billing process as seamless and efficient as possible, passing on the convenience to the patient and granting Total Access Urgent Care (TAUC) permission to securely encrypt and save the patients credit card information for payment of the patient’s portion of their claim after the insurance company adjudicates the claim. The patient was made aware of the Convenient Pay Program by a minimum of four methods of notification. 1.      He signed the intake form agreeing to the program. I have attached a copy with this response. 2.      He was notified after each visit on the receipt at check-out, copies of which have also been attached with this response. 3.      We email the patient a detailed summary of the Convenient Pay Program, and include a PDF statement of their balance due notifying them that their card on file will be charged within 3-5 business days of the date of the email. This patient was emailed at the email address she provided ([redacted].NET) regarding his balance due on four separate occasions.  Confirmation of the emails leaving our server are attached as well as the verbiage contained in the email notifications. 4.      The patient’s insurance company sends an explanation of benefits notifying the patient of their portion of responsibility.  I have included a copy of the EOB with this complaint.In addition to the Convenient Pay Program notifications, our collections process provides four texts and call reminders to the patients phone number on file, and, a final letter to the patient's address on file notifying the patient of the balance due.  The patient ignored all notifications. The amount due TAUC from this patient is based on his contact with his insurance carrier. The balance due represents the patient’s deductible and is in addition to the $50 copay paid on the date of visit.  TAUC is required by the carrier to collect the amount the insurance company designates as due.  The notification received by TAUC of the amount due the patient owes is attached.  We regret and apologize for the frustration this standard insurance practice has caused the patient as we deeply value each patient.  The balance of this account remains unpaid. Please let me know if you need any further information from me.

See attached.

Please modify (or tell me how to modify) Complaint #11711907 between parties Lace N King and Total Access Urgent Care. Specifically, please note within my complaint that I do not consent to being contacted by phone by the establishment thanks to documented, harassing phone calls that I have received...

from their proprietor in past years. The proprietor of TAUC was notified, in writing and prior to submission of my Revdex.com complaint, that I do not consent to ANY phone contact from him or his establishment under any circumstances, ever. (I can provide dated documentation of this notification if necessary). I provided two alternative methods of contact for the establishment (postal mail and e-mail) in my complaint, so in the event they come to you and allege they could not contact me, please do not accept their excuses; if it is legally acceptable to contact me by postal mail to demand my money, it surely is acceptable to contact me by postal mail for questions or issues pertaining to my complaint, too. It would be unwise and unfortunate if this Revdex.com office refuses to comply with this matter and thus puts itself in the position to be held liable for further illegal conduct and emotional distress caused by TAUC proprietors, by demanding that TAUC have my phone number in order for my case to be satisfactorily resolved.Please respond to this e-mail detailing your understanding and acceptance of my complaint modification. Thank you,

We are in receipt of your Complaint #[redacted].  Thank you for forwarding the detailed concerns; we always take these complaints, the integrity of our business, and our customer’s satisfaction very seriously.When this patient visited our facility in December, 2017, she signed financial...

responsibility and agreed to our Convenient Pay program.  This program is a convenience for our customers designed to make our billing process as seamless and efficient as possible, passing on the convenience to the patient and granting Total Access Urgent Care (TAUC) permission to securely encrypt and save the patients credit card information for payment of the patient’s portion of their claim after the insurance company adjudicates the claim. The patient was made aware of the Convenient Pay Program by a minimum of four methods of notification. 1.      She signed the intake form agreeing to the program. I have encrypted and emailed the agreements to the patient. 2.      She was notified after each visit on their receipt at check-out, copies of which have also been encrypted and emailed to the patient.3.      We email the patient a detailed summary of the Convenient Pay Program, and include a PDF statement of their balance due notifying them that their card on file will be charged within 3-5 business days of the date of the email. This patient was emailed at the email address she provided ([redacted]@yahoo.com) regarding her balance due on.  Confirmation of the emails leaving our server has been sent to the patient.4.      The patient’s insurance company sends an explanation of benefits notifying the patient of their portion of responsibility.  The amount due TAUC from this patient is based on her contact with her insurance carrier. TAUC is required by the carrier to collect the amount the insurance company designates as due.  We regret and apologize for the frustration this standard insurance practice has caused the patient as we deeply value each patient.  This Revdex.com complaint is the first we have heard from the patient that they were upset with the process.  I have emailed the patient to let her know I am happy to refund the charges and work out a payment plan with her to pay the refunded payment and the balance which is still due on the account.Please let me know if you need any further information from me.Tell us why here...

We are in receipt of your Complaint #[redacted].  Thank you for forwarding the detailed concerns; we always take these complaints, the integrity of our business, and our customer’s satisfaction very seriously.As noted in the patient’s complaint, we have reviewed this case with the patient on...

three separate occasions.  The following points were addressed at each encounter.·        The case was escalated and reviewed with Total Access Urgent Care senior leadership, including two board certified Emergency Department physicians. The care the patient received was entirely appropriate. While it is unfortunate the patient decided to leave against medical advice, we are only charging for completed care given during her visit.·        Total Access was founded to save patients money and time. Our clinical staff undergoes very intense, thorough training to ensure our patients have the best possible care. In fact, the tech who attempted this patient’s IV has performed countless successful IVs while in a helicopter. There is no medical facility in existence that can guarantee a successful IV placement on the first or even second attempt. Our records indicate we attempted and failed one time. Our internal policy is that if our tech fails twice, they will pull in reinforcements to help with the difficult line. We are truly here to help and we are positive we would have placed a successful line given another attempt. ·        We cannot make any adjustments to the patient’s claim. We followed protocol, evaluated the patient, performed a urinalysis, and made a real attempt to make the patient feel better. We are not charging the patient for the failed IV attempt, only the successful procedures. The patient currently has a zero balance on her account.In addition, the patient was informed that her case would be reviewed in escalation, however, she was never promised a refund.  The patient was contacted after her case was reviewed by senior leadership on January 23rd and discussed the information detailed above.We appreciate the patient’s input and always review our procedures for areas of improvement.  In this case, we were not given the opportunity at the time of visit to discuss the patient’s concerns.  We have, since the visit, taken many additional steps to rectify the situation but are unable to acquiesce to the patient’s request as we must be paid for completed services. Please let me know if you require any further information from me.

We are in receipt of your Complaint #[redacted].  Thank you for forwarding the detailed concerns; we always take these complaints, the integrity of our business, and our customer’s satisfaction very seriously.When this patient visited our facility in December 2017, he signed financial responsibility and agreed to our Convenient Pay program.  This program is a convenience for our customers designed to make our billing process as seamless and efficient as possible, passing on the convenience to the patient and granting Total Access Urgent Care (TAUC) permission to securely encrypt and save the patients credit card information for payment of the patient’s portion of their claim after the insurance company adjudicates the claim.The patient was made aware of the Convenient Pay Program by a minimum of four methods of notification. 1.      He signed the intake form agreeing to the program. I have attached a copy with this response.2.      He was notified after each visit on the receipt at check-out.3.      We email the patient a detailed summary of the Convenient Pay Program, and include a PDF statement of their balance due notifying them that their card on file will be charged within 3-5 business days of the date of the email. This patient was emailed at the email address she provided ([redacted]@gmail.com) regarding his balance due on three separate occasions.  Confirmation of the emails leaving our server are attached as well as the verbiage contained in the email notifications.4.      The patient’s insurance company sends an explanation of benefits notifying the patient of their portion of responsibility.  According to the insurance company, this particular patient owed more for coinsurance than was collected on the date of visit. The amount due TAUC from this patient is based on his contact with his insurance carrier. The balance due represents the patient’s coinsurance and is in addition to the $20 paid on the date of visit.  TAUC is required by the carrier to collect the amount the insurance company designates as due.  We regret and apologize for the frustration this standard insurance practice has caused the patient as we deeply value each patient.  Please let me know if you need any further information from me.Tell us why here...

We are in receipt of your Complaint #[redacted]. Thank you for forwarding the detailed concerns; we always take these complaints, the integrity of our business, and our customer’s satisfaction very seriously. This patient has multiple complex billing concerns surrounding her case. We have provided the...

patient with all of our records including her payment history, medical records, and any other pertinent information. On 04/03/2016, the complainant brought her adult daughter in and explained to our receptionist that she was assuming financial responsibility for her daughter.  The daughter is an adult.  On 05/24/2016, Total Access Urgent Care (TAUC) received a letter from the mother requesting amendments to her daughter’s record.  As there was no documentation of power of attorney (POA) in the chart for the adult daughter, TAUC attempted to contact the daughter to obtain her permission to make the amendments requested by her mother. The mother answered the phone number on file for the patient and refused to allow us contact with her daughter.  The mother then stated that she held the POA for the daughter. The mother faxed TAUC a copy of the POA, which was then scanned and made a part of her daughter’s chart. TAUC then complied with the mother’s request to add amendments to the chart. At the time of time of service, the daughter’s financial responsibility was applied to her mother’s account as the mother had explained multiple times that she was financially responsible for the adult daughter. When the mother received a statement for her daughter’s balance, the mother immediately contacted TAUC to let us know that she would not be financially responsible for the daughter’s balance due. In the following weeks, the complainant sent TAUC multiple faxes including scanned images of processed checks, illegible writing, and unclear requests. TAUC attempted to contact patient by phone to more clearly understand her request, but were sent to voicemail each time. After multiple attempts to contact the patient, TAUC received a fax correspondence from the mother with the same information as before.  This fax included a cover sheet requesting we not contact the patient by phone. As of this date, TAUC has not received payment on any open account, the oldest of which dates to July of 2014.  We are unable to reach the patient, or the patient’s mother.  TAUC has exhausted all avenues of resolution with both accounts and they have been turned over to an outside collections agency for further collections actions. Please let me know if you need any further information from us. Respectfully,[redacted]Senior Director of Strategic Operations

We are in receipt of Case ID [redacted].  Thank you for forwarding the complaint.  We take these issues very seriously. Total Access Urgent Care was founded on the sole purpose to provide the St. Louis community with an affordable, fast, and friendly alternative to conventional Emergency...

Departments. We are far more technologically advanced than any other urgent care in the St. Louis area, and provide our patients with the highest rated (Google, Yelp) care in the region at 1/8th of the cost of the hospital alternative. We have researched this case in-depth and have determined that we did everything to provide this patient with safe, complete, and efficient care. Our front desk staff is trained to be welcoming and concerned for the safety of all of our patients. During this interaction, our front desk staff did explain that we had ultrasound capabilities at our facility. Like most area hospitals, we do not have full-time coverage for an ultrasound technician. The patient was able to be evaluated by a highly-trained, board-certified physician to assess for danger and develop an appropriate treatment plan. At no point did we state that we could “do nothing for her,” and this is simply false. Despite our providing immediate, excellent care, we understand that the patient is frustrated and have since refunded the patient’s copay, per her request. We wish her good health and had a pleasant conversation with her on the phone during which she stated that she would be retracting her Revdex.com complaint.