Tri-Cities Laboratory

In my investigation of this complaint I contacted our Customer Service Supervisor and learned that she actually spoke with Ms [redacted] on January 18 and explained the whole situation to her concerning her two accounts that had been sent to the collection agency.  But later that evening Ms. [redacted]...

apparently decided to file this complaint with the Revdex.com.  This is the report I recieved regarding this patient's accounts:I actually talked to this
patient on January 18.  This patient had two accounts that went to collections
one for DOS 10/30/14 and  one for 8/4/15. The DOS 10/30/14 was not covered by
Insurance and the patient and her husband called multiple times on this account
and talked to us about payments and discounts. They were not consistent with
payments and she got 11 statements on this account. She made one payment that
was posted on 3/31/14 but called on 3/25 wanting to know why it was not posted
yet. She then paid the entire account to the collection agency.  The DOS
8/4/15 was billed to her insurance but was denied.  We got the incorrect
information from her physicians office. The patient received 4 statements on
this account and there was never any documented conversation on this account
until 1/15/16 after the final statement was generated on 11/7/15 and was sent
to collection. I did put a 60 day hold at the collection agency and we did bill
this account to insurance with the information that the patient gave us on
1/15/16  but I did let her know that it doesn’t guarantee payment.  I
gave her my direct line yesterday and told her to please check back with me
within a month to see if Insurance has paid.  I also told her to watch for
her EOBS in the mail and to communicate to us if she gets that since we are
notified later of the payment.
As of Wednesday, February 3, 2016 we have heard nothing back from Ms. [redacted] and her outstanding account is still on a 60 days hold with the collection agency.

Review: I have two dates of service for PacLab, one when I was not insured and paid out of pocket and the other cover by insurance. When a statement was sent reflecting the second, most recent date of service had not been paid by insurance I have called my insurance company. Due to an error my vision was billed instead of my medical insurance. I called PacLab and my doctor's office to give the correct information. The doctor rebilled my insurance and my bill was paid. I called PacLab multiple times to speak about both dates of service and provided the correct insurance information. I have paid for the uninsured visit in full and was waiting on a statement reflecting payment by my insurance company on the second. Instead of billing insurance PacLab sent the bill to collections. After speaking to the billing representatives at PacLab I have been told they have no record of me ever providing insurance information. They have finally billed my insurance 5 months after the date of service and my first call on this matter. Due to the billing representatives not adding any notes to my second date of service account the company states they have no record of me calling on the most recent date of service.Desired Settlement: The desired resolution is to have my medical insurance billed and recall my account from collections. Also, train the staff to note each account that a customer calls on, not just one of the accounts listed on a billing statement. If both accounts show on a billing statement, then both accounts should be correctly noted.

Business

Response:

In my investigation of this complaint I contacted our Customer Service Supervisor and learned that she actually spoke with Ms [redacted] on January 18 and explained the whole situation to her concerning her two accounts that had been sent to the collection agency. But later that evening Ms. [redacted] apparently decided to file this complaint with the Revdex.com. This is the report I recieved regarding this patient's accounts:I actually talked to this

patient on January 18. This patient had two accounts that went to collections

one for DOS 10/30/14 and one for 8/4/15. The DOS 10/30/14 was not covered by

Insurance and the patient and her husband called multiple times on this account

and talked to us about payments and discounts. They were not consistent with

payments and she got 11 statements on this account. She made one payment that

was posted on 3/31/14 but called on 3/25 wanting to know why it was not posted

yet. She then paid the entire account to the collection agency. The DOS

8/4/15 was billed to her insurance but was denied. We got the incorrect

information from her physicians office. The patient received 4 statements on

this account and there was never any documented conversation on this account

until 1/15/16 after the final statement was generated on 11/7/15 and was sent

to collection. I did put a 60 day hold at the collection agency and we did bill

this account to insurance with the information that the patient gave us on

1/15/16 but I did let her know that it doesn’t guarantee payment. I

gave her my direct line yesterday and told her to please check back with me

within a month to see if Insurance has paid. I also told her to watch for

her EOBS in the mail and to communicate to us if she gets that since we are

notified later of the payment.