Watercanal ER Services Partnership

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.] 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] ***

December 24, 2015Dear [redacted] ***:This letter is in reference to a complaint filed by our patient, [redacted] She was treated at [redacted] March 15, 2015.The patient states she made a payment arrangement with our office on June 10, The patient's main concern was being sent to collections while on a payment arrangement [redacted] was sent a billing statement on April 22, and May 26, According to our records at the time she registered she provided a different address than what is currently on file, Our office conducted an address verification search on June 1, and obtained the patient's new addressThe patient did contact our office shortly thereafter to setup a payment planDue to an internal error her statement counter was not reset and her account was inadvertently sent to collectionsOnce we were notified of the error our office immediately removed the account from collections and apologized to the patient for this inconvenience.Unfortunately, we are unable to provide the patient with her desired settlement, as the remaining balance was applied to her deductibleWe would not be in compliance with her health plan if the amount was adjustedIt is my hope that she accepts our sincerest apologyI have sent a placed in error letter to her as proof the account was closed with the collection agencyI do hope this resolution is satisfactoryShould there be any future questions or concerns please feel free to give me a call at ###-###-####, ext***Leah F Patient Service Supervisor

6-24- Re: [redacted] ***, [redacted] , DOS 2-28- Complaint ID- [redacted] Dear [redacted] , This is a response to the referenced complaint regarding services provided by Tigertail Emergency Physicians on February 28, I understand from reading the complaint that [redacted] is concerned regarding payment issued and various agencies handling the account Our records reflect that a billing statement was mailed to [redacted] on March 21, and April 23, without response On June 23, 2014, the account was sent to [redacted] in attempts to reconcile [redacted] is a vendor assisting with handling our third party claims; they do not act as a collection agency for our accounts Due to the open status, on March 19, the referenced account was referred to the collection agency, [redacted] Financial systems Due to the continued open status, on November 13, the referenced account was sold to [redacted] [redacted] is a collection agency that may outsource to other agencies in attempt to collect a debt Additionally, per our records, the patient representative contacted our office on October 1, inquiring about the account balance and our mailing address Another call from the representative is documented on April 1, regarding sending a balance reduction in writing Other than aforesaid phone calls, our records to not indicate any further contact from the patient and/or representative; including payment I do apologize for the patient’s dissatisfaction with our officeI appreciate the documentation including a copy of the check payment Unfortunately, our office has no record of receipt of the payment The referenced account is currently open with [redacted] in the amount of $ Should you have any questions or concerns please feel free to call me at ###-###-#### Very Truly Yours, Paul Y [redacted] Patient Service Supervisor

---------- Forwarded message ---------- sans-serif;">From: [redacted] < [redacted] @ [redacted] .***>Date: Wed, Feb 17, at 8:AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: Revdex.com Thank you for your emailI just received a bill showing a zero balance from the company yesterday, so I believe that it is resolvedThank you again, [redacted]

---------- Forwarded message ----------From: *** ***Date: Wed, Feb 17, at 8:AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: RevDex.com Thank you for your emailI just received a bill showing a zero balance from the company yesterday, so I believe that it is resolved.Thank you again,*** ***

4-08-16Dear *** ***,This is a response to the letter your office sent to *** *** Emergency Physicians regarding the visit at *** Hospital Medical Center on July 5th, I understand from reading the complaint that *** ** has concerns regarding his account being sent to
collections/being reported to the Credit Buruea(s).Our records indicate that the insurance carrier sent payment in the amount of $234.82, which was applied to the referenced account on August 7th, A statement for the remaining balance of $was mailed to the patient on August 12th, A second statement was mailed on September 14th, Unfortunately, our office has no record of a response to these statements, resulting in the account being sent to *** *** *** on November 19, 2015. I do apologize for the patient's dissatisfaction with our office, I understand often times medical billing can be complexI do show record of the patient and/or spouse contacting our office on several occasions beginning December 8th, Our office has sent a request to *** requesting that the referenced account be closed as a one-time courtesyWe have also requested that *** send the patient a letter of deletion for his records.The account currently reflects a balance of $I understand that *** ** was attempting to instruct the insurance carrier to reprocess the claimThe account has been placed on hold for days pending a response from the insurance carrier.Should you have any questions or concerns please feel free to call me at ###-###-####. Very Truly Yours,Paul Y.Patient Service Supervisor

August 3, Revdex.com serving Metro Washington DC and Eastern Pennsylvania John FKennedy Blvd, Suite Philadelphia, PA Re: Case # ***, *** ***, *** Emergency Physicians Acct# *** *** To Whom It May Concern:
This letter is in response to the complaint sent to you by *** ***, who was treated at *** *** Hospital on October 1, *** *** is requesting an itemized billing explaining the charges for her visit as well as a lower level of careUnfortunately, due to HIPPA compliance issues we are unable to include medical details on our itemized billing statements In reviewing *** ***’s account a thorough review was conducted by our Patient Liaison which included an assessment of her medical record*** *** received a full evaluation including history, review of systems and testingThe physician assistant determined the best course of treatment; however, *** *** refused the prescribe treatment course and left against medical adviceA detailed letter was sent to *** *** providing the details of her visit on May 16, Regrettably, due to the medical documentation we are unable to change her level of care as it is coded appropriately for her visit *** ***’s insurance *** *** *** *** *** was billed and applied $towards her deductibleOur office is unable to discount any amount applied to her deductible as we would not be in compliance with the guidelines of her policy if these fees were waived*** *** can appeal with her insurance if she feels that the claim should not have been processed to her deductibleIn addition, our office does offer a $per month payment plan If you have any questions or concerns, please feel free to contact our Patient Services Department at ###-###-####, extension ***The office is open 9am-7pm EST, Monday to Friday Thank you for bringing this matter to our attention Very Truly Yours, Leah F* Patient Service Supervisor

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:The firm, Tigertail was made aware that this case was being handled by an attorney from day one of the accident The paid and canceled check is in the attorneys possession For this firm to suggest payment was never received is bogus, unprofessional and completely irresponsible
Regards,
*** ***

4-18-16 Dear *** ***, This is a response to the referenced complaint your office sent to Watercanal ER Services PartnershipUpon review of the complaint, our records indicate that *** *** was treated by Dr*** *** (*** *** Emergency Physicians) at ***
*** Medical Center on February 1, I understand from reading the complaint that *** *** would like for the outstanding balance to be resolved between our office and the insurance carrier, *** *** ***.Our records indicate that the insurance carrier was billed on February 18th We received a denial dated February 26th, stating that the insurance carrier has no record that we are licensed in the state where services were renderedOur office has worked diligently in sending the necessary documentation to *** *** *** in order to process our claim on numerous occasions including the following: On June 24th, 2015, our office spoke to a representative *** *who provided detailed information to submit this documentation, which our office immediately mailed a copy of the provider's medical license accompanied by our W-to the address providedOn December 2nd, 2015, our office spoke with *** at ***It is documented that *** saw that *** has received the documentation and it was uploaded in the system on July 6th, The call reference number is ***More recently on April 8th, 2016, our office spoke with *** who requested a corrected claimW-and the medical licenseThis documentation has been sent to *** at the address provided referencing the reference number of *** *** as instructed. I do apologize for the patient's involvement and dissatisfaction with our office, I understand that he feels that we should submit the necessary documentation to his insurance carrier to process the claimThe referenced account has been placed on hold pending a response to the April 8th, resubmission of our claimThis claim included all documentation that the insurance carrier has requested. Should you have any questions or concerns please feel free to call me at ###-###-#### ext, ***. Very Truly Yours,PAUL Y***Patient Services SupervisorRTI, Patient Services Department

***
*** *** *** *** *** ***
*** *** *** This is a response to the complaint your office sent to *** *** *** regarding the visit at *** *** *** *** on
November 28, 2016. *** *** was treated in the emergency department by our physician’s groupThe account reflects an original charge of $1,for services rendered. I understand from reading the complaint that *** *** is concerned that he is receiving a billing statement from our office Our records indicate that a claim was sent to the repricing company *** *** on Decmber 12, 2016. Unfortunately, our office did not receive a response to our claim. Our office spoke to *** ** *** *** on May 9, 2017, reference number ***. We were informed that we would need to contact the insurance carrier directly. Unfortunately, our office does not have the full insurance carrier’s information. This resulted in a billing statement being mailed to the patient on May 12, I apologize that *** *** is dissatisfied with our service. Our office has spoken to the patient employer, *** *** who provided additional insurance information including a *** claims address. Our office will submit a claim to the insurance carrier shortly. The referenced account has been placed on hold pending a response from the insurance carrier. Should you have any questions or concerns please feel free to call me at *** *** ***
Very Truly Yours, Paul Y***
*** *** ***

6-24-16   Re: [redacted], DOS 2-28-14        Complaint ID- [redacted]          Dear [redacted],   This is a response to the referenced complaint regarding services provided by Tigertail Emergency Physicians...

on February 28, 2014. I understand from reading the complaint that [redacted] is concerned regarding payment issued and various agencies handling the account.   Our records reflect that a billing statement was mailed to [redacted] on March 21, 2014 and April 23, 2014 without response.  On June 23, 2014, the account was sent to [redacted] in attempts to reconcile. [redacted] is a vendor assisting with handling our third party claims; they do not act as a collection agency for our accounts.  Due to the open status, on March 19, 2015 the referenced account was referred to the collection agency, [redacted] Financial systems.  Due to the continued open status, on November 13, 2015 the referenced account was sold to [redacted].  [redacted] is a collection agency that may outsource to other agencies in attempt to collect a debt.    Additionally, per our records, the patient representative contacted our office on October 1, 2014 inquiring about the account balance and our mailing address.  Another call from the representative is documented on April 1, 2014 regarding sending a balance reduction in writing.  Other than aforesaid phone calls, our records to not indicate any further contact from the patient and/or representative; including payment.   I do apologize for the patient’s dissatisfaction with our office. I appreciate the documentation including a copy of the check payment.  Unfortunately, our office has no record of receipt of the payment.  The referenced account is currently open with [redacted] in the amount of $1781.00.   Should you have any questions or concerns please feel free to call me at ###-###-####.   Very Truly Yours,    Paul Y[redacted] Patient Service Supervisor

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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]

7-07-16   Revdex.com serving Metro Washington DC and Eastern Pennsylvania 1880 John F. Kennedy Blvd., Suite 1330 Philadelphia, PA 19103     Re: [redacted] (patient), [redacted], DOS 6-25-14        Complaint ID- [redacted]    ...

     Dear [redacted],   This is a response to the complaint your office sent to Watercanal Emergency Physicians.  Please note this complaint is regarding [redacted] Emergency Physicians for services rendered at [redacted] Medical Center on June 25, 2014.  I understand from reading the complaint that [redacted] is concerned regarding insurance payment and collection activity.   Our records reflect that our office billed the insurance carrier [redacted] on 07/07/14.  Without a response from the insurance carrier, our office resent a claim to [redacted] on 10/24/14.  On 12/24/14 our office received a denial from the insurance carrier stating duplicate claim.  On 02/02/15, the patient mother contacted our office providing payment details.  Our office was unable to locate payment at this time resulting in a cancelled check request being sent to the insurance carrier requesting proof of payment.  On 03/17/2015, the patients mother, insurance agent and our office spoke regarding payment.  According to our records, the insurance agent was placing a check tracer on the payment as our office had no record of receipt.    On 4/30/2015, our office received a letter from [redacted] requesting medical records.  On 05/08/15, the patient medical records were sent to the insurance carrier.  On 07/21/15, our office received the attached letter from the insurance carrier asking to submit claims to the associated provider network.   On 11/14/2015, a representative from the insurance carrier contacted our office.  It is documented that the insurance representative states initial payment was sent on 8/01/14, but check tracking indicated payment was not deposited/cashed.   Additionally, the insurance representative states a second check was issued on 3/27/15.  After verification, it was determined that the payment was mailed to the incorrect address.  Our office provided the insurance agent with the correct address and the insurance representative was placing a tracer on the second check, planning to reissue if not cashed/deposited.    On 11/20/2015, a representative from the insurance carrier contacted our office, informing us that the second aforementioned check was not cashed and an electronic payment was being issued.  On 03/21/2016, a representative from the insurance carrier contacted our office providing payment details of the electronic submission.  Our office was able to locate the payment and requested an EOB/documentation from the insurance carrier indicating to apply the payment to the referenced account.  This documentation was received on 03/28/16 and payment has been applied to the referenced account on 07/06/2016.  The referenced account currently reflects a zero balance.   I do apologize for the dissatisfaction with our office and the length of time to apply payment towards the referenced account.  I understand that [redacted] has been attempting to resolve the account that the insurance carrier was intending to pay for some time.  The referenced account has not been reported to any Credit bureau and is currently closed.  An updated statement reflecting the payment/adjustment will be mailed to [redacted].   Should you have any questions or concerns please feel free to call me at ###-###-####. Very Truly Yours   Paul Y[redacted] Patient Service Supervisor

February 13, 2017  Revdex.com Serving Metro Washington DC and Eastern Pennsylvania 1880 John F. Kennedy Blvd, Suite 1330 Philadelphia, PA 19103 Re: [redacted] Emergency Physicians, Account# [redacted] To Whom It May Concern: This letter is in response to the complaint sent to...

you by our patient, [redacted], who was treated at [redacted] Center on June 22, 2016. [redacted] Emergency Physicians mailed a statement of account as a result of this visit in the amount of $358.60. I understand from reading the complaint that [redacted] is disputing the amount due do to a delay in billing as well as not receiving a response to her dispute. [redacted]’s insurance carrier, [redacted] processed the claim and made a payment of $1434.40.  The insurance carrier shows the amount of $358.60 as being applied to the co-insurance. At the time of service, [redacted] Emergency Physicians were in contract negotiations with Florida [redacted] which is why [redacted] was not billed until October 18, 2016. In a good faith effort our office attempted to have [redacted] reprocess the claim lowering their member’s out of pocket expense. Unfortunately, this was not possible and once [redacted] Emergency Physicians verified the claim would not be reprocessed our office billed [redacted]. We are not able to negotiate or adjust any amount applied towards a coinsurance. We would not be in compliance with the guidelines of her policy if these charges were waived. [redacted] may make monthly payments of $20.00 towards the account to keep it in good standings. Our office did receive [redacted]’s dispute and is currently being reviewed. Her account was placed on hold until April 5, 2017 while the review was being conducted.  I realize the sensitivity with this type of situation, and I apologize for any inconvenience. Should you have any questions or concerns please feel free to call me at ###-###-####. We hope this letter provides some resolution to the matter.  Very Truly Yours,  Leah F[redacted] Patient Service Supervisor

Complaint: [redacted]Dear [redacted],  I apologize for the continued dissatisfaction expressed by [redacted] regarding the referenced account.  I attempted to locate the mentioned payment today without success.  I understand that this can be frustrating.  Unfortunately, I am unable to update the account balance without payment.  I would be happy to assist [redacted] with contacting her representation regarding reissuing payment to our office.  Should [redacted] desire assistance she may contact me at the below number.  I apologize for any inconvenience.    Should you have any questions or concerns please feel free to call me at ###-###-####.  Very Truly Yours,  Paul Y[redacted]Patient Service Supervisor

December 24, 2015Dear [redacted]:This letter is in reference to a complaint filed by our patient, [redacted]. She was treated at [redacted] March 15, 2015.The patient states she made a payment arrangement with our office on June 10, 2015. The patient's main concern was...

being sent to collections while on a payment arrangement. [redacted] was sent a billing statement on April 22, 2015 and May 26, 2015. According to our records at the time she registered she provided a different address than what is currently on file, Our office conducted an address verification search on June 1, 2015 and obtained the patient's new address. The patient did contact our office shortly thereafter to setup a payment plan. Due to an internal error her statement counter was not reset and her account was inadvertently sent to collections. Once we were notified of the error our office immediately removed the account from collections and apologized to the patient for this inconvenience.Unfortunately, we are unable to provide the patient with her desired settlement, as the remaining balance was applied to her deductible. We would not be in compliance with her health plan if the amount was adjusted. It is my hope that she accepts our sincerest apology. I have sent a placed in error letter to her as proof the account was closed with the collection agencyI do hope this resolution is satisfactory. Should there be any future questions or concerns please feel free to give me a call at ###-###-####, ext. [redacted]Leah F Patient Service Supervisor

December 24, 2015
Dear [redacted]:
This letter is in reference to a complaint filed by our patient, [redacted]. She was treated at [redacted] March 15, 2015.
The patient states she made a payment arrangement with our office on June 10, 2015. The...

patient's main concern was being sent to collections while on a payment arrangement. [redacted] was sent a billing statement on April 22, 2015 and May 26, 2015. According to our records at the time she registered she provided a different address than what is currently on file, Our office conducted an address verification search on June 1, 2015 and obtained the patient's new address. The patient did contact our office shortly thereafter to setup a payment plan. Due to an internal error her statement counter was not reset and her account was inadvertently sent to collections. Once we were notified of the error our office immediately removed the account from collections and apologized to the patient for this inconvenience.Unfortunately, we are unable to provide the patient with her desired settlement, as the remaining balance was applied to her deductible. We would not be in compliance with her health plan if the amount was adjusted. It is my hope that she accepts our sincerest apology. I have sent a placed in error letter to her as proof the account was closed with the collection agencyI do hope this resolution is satisfactory. Should there be any future questions or concerns please feel free to give me a call at ###-###-####, ext. [redacted]
Leah F
Patient Service Supervisor

---------- Forwarded message ----------
sans-serif;">From: [redacted]<[redacted].[redacted]>Date: Wed, Feb 17, 2016 at 8:12 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[email protected].[redacted]>Thank you for your email. I just received a bill showing a zero balance from the company yesterday, so I believe that it is resolved.
Thank you again,
[redacted]