I have received remittance statements from what I now understand is Zotec Partners (a billing agency on behalf of [redacted]) 2 times, each for different Xray charges that took place in January. However the statement they use is a template blaring with FINAL NOTICE and threatening comments as if I’ve been contacted before, and I haven’t. It was the same template used with a previous charge of only $4.98 as this new one of only $3.64. In fact on the first one at $4.98 I wrote on the stub back to them ”this is the first notice I have EVER received from you”. I knew I’d get billed eventually for these because they show up on my Explanation of Benefits from my insurance company, but I have never received any prior invoice or statement from [redacted] before as the ‘FINAL NOTICE” statement claims.
The billing company needs to be reported to Revdex.com, because any customer could feel threatened and have notes appear on their credit reports when the company never contacted them in any other way previously but with a FINAL NOTICE-and-“Our records indicate you have not responded to our initial notice and your account is still outstanding” -template letter, which are clearly false statements.
I am sure a conscientious service provider like [redacted] would not want their customers to continue to receive such unsubstantiated threats and false communications from services that are associated with it. I received an email back from [redacted] when I shared the above complaint and asked for the name of the billing company:
Ms. E.,
I apologize for your frustration. The name of the company that we use is Zotec Partners. As a side note, we have terminated our agreement with them and will be transitioning to a different company in July of this year due to some of the frustrations you have expressed. Upon receiving your note, I did do some research on your account and this is what I found out.
All statements and letters were mailed to the same address for the patient.
DOS 1/7/16 - Wrist x-ray, $24.00. [redacted] paid 1/29/16, patient responsibility $2.49; statement mailed to patient 2/5/16 (total due from patient on this statement was $4.98; $2.49 from wrist x-ray and $2.49 from Elbow x-ray). No response to statement, so letter mailed to patient 4/12/16.
DOS 1/7/16 - Elbow x-ray, $24.00. [redacted] paid 2/5/16, patient responsibility $2.49; statement mailed to patient 2/5/16 (total due from patient on this statement was $4.98, $2.49 from wrist x-ray and $2.49 from Elbow x-ray). No response to statement, so letter mailed to patient 4/12/16.
DOS 1/7/16 - Hip x-ray, $26.00. [redacted] paid 2/12/16, patient responsibility $3.64; statement mailed to patient 3/6/16. No response to statement, so letter mailed to patient 5/11/16.
Based on the information, it is as if you were not receiving the initial statements, only the more aggressive letter.
Again I apologize for your frustrations. I hope this information helps.
Sincerely, [redacted]
I replied to [redacted], knowing I would still file a complaint against the billing company, Zotec Partners:
Because of the nature of my injury occurring on a school property with followup care and treatment still continuing even now, I have kept all incoming EOB from [redacted] and subsequent statements and invoices from all providers, and paid in a timely manner as applicable. I haven't ignored any of them and have opened and kept everything related to this complex case. So yes, I did not receive the indicated initial statements but the more aggressive statements.
Thank you for looking into this case and I appreciate your quick response. I will be taking care of last week's statement immediately. This time I waited a couple days, thinking I might need to make a copy of it in case someone contacted me for more information.
Thanks again,
B.E.
I have since double checked all my paperwork, and no, not one previous statement, as Zotec has told [redacted] they mailed previous statements. Companies that need to outsource billing, stay away from this company. They will ruin your reputation, and any customers out there who receive aggressive and threatening notice(s) and no prior statements, bring it to the attention of the original provider, so they are aware and can address it with Zotec, who flat out lies about its correspondence with patients.
Thank you for your recent letter regarding the complaint submitted to your organization by [redacted]. Zotec Partners, LLC provides medical billing management services on behalf of [redacted]. As such, I am responding to your inquiry on their behalf. It is our mutual goal to provide accurate and...
timely billing services in a satisfying manner to the patients of [redacted].Our review of the patient's account has resulted in these findings:
A text message with link to the patient's statement was sent to the patient on 7/12/16.
A letter was sent to the patient on O8/20/16.
The patient called the billing office on 08/29/16 and hung up after waiting six minutes. There is an automated option for callback requests if a patient does not want to wait for an agent.
We apologize for the inconvenience this has caused [redacted]. At this time, we request you close this complaint as we have resolved it in a satisfactory manner.
If you have any questions, please feel free to contact me by e-mail at ra[redacted]@yzotecpartners.com
Renee A[redacted]ManagerZotec Partners11460 N. Meridian Street, Ste 200Carmel, IN 46032
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I was contacted by Jackie last week and was assured that my complaint was being resolved. As of today, Feb 12th my insurance company has not received any information from Radiology Assoc. of N. Texas correcting this claim.
Regards,
[redacted]
Revdex.com
151 N. Delaware St. #2020
Indianapolis, IN 46204
RE: [redacted]
File#:[redacted]
Dear Revdex.com,
Thank you for your recent letter regarding the complaint submitted to your organization by [redacted]....
Zotec Partners, LLC provides medical billing management services on behalf of Asheville Radiology Associates. As such, I am responding to your inquiry on their behalf. It is our mutual goal to provide accurate and timely billing services in a satisfying manner to the patients of Asheville Radiology Associates.
Our review of the patient’s account has resulted in these findings:
• The date of service(s) of 07/21/2014 was submitted to Mr. [redacted]’s insurance.
• According to Mr. [redacted] he made a payment of $67.38.
• Our records indicate a payment of $67.38 was never received.
• Mr. [redacted] has sent us a screen print of our web portal stating “Your payment was unable to be processed”. He also sent us a copy of his Visa statement showing the payment is “pending”.
• When the credit card is not processed by our website the pending charge usually drops in 3-5 business days.
As a result of these findings, we have taken the following corrective actions:
• I have called and spoken with Mr. [redacted] today; I advised him we cannot accept the proof he has provided because it only shows a “pending” payment.
• Mr. [redacted] stated that he understood and he is awaiting proof from his Visa Company; to show where the payment has actually posted.
• I advised Mr. [redacted] that he could fax or email me proof of the posted payment. My direct fax number is 317-428-1039.
• Mr. [redacted] and I agreed that it would be a 72 hour turn around to post the payment once I receive adequate proof of payment.
We apologize for the inconvenience this has caused Mr. [redacted]. At this time, we request you close this complaint as we have resolved it in a satisfactory manner.
If you have any questions, please feel free to contact me by e-mail at chj[redacted]@zotecpartners.com
Christy Jo[redacted]
Customer Service Representative
Zotec Partners
11460 N. Meridian Street, Ste 200
Carmel, IN 46032
cc: Ned C[redacted], Chief Compliance Officer
We have no record of the patient communicating with the billing office to update office will worker's comp information. We have now received information and have submitted claim. We apologize for any inconvenience this may have caused the patient.
Tell us why here...Revdex.com
151 N. Delaware St. #2020
Indianapolis, IN 46204
RE: [redacted]
File#: [redacted]
Dear Revdex.com,
Thank you for your recent letter regarding the complaint submitted to your organization...
by [redacted]. Zotec Partners, LLC provides medical billing management services on behalf of White Plains Hospital Center Emergency Physicians. As such, I am responding to your inquiry on their behalf. It is our mutual goal to provide accurate and timely billing services in a satisfying manner to the patients of White Plains Hospital Center Emergency Physicians.
Our review of the patient’s account has resulted in these findings:
• The date of service 12/19/2014 is a valid service that was rendered to Ms. [redacted].
• The service is listed as self-pay (no insurance). We mailed Ms. [redacted] a statement for the balance on 01/12/2015.
• Ms. [redacted] paid the balance in full on 02/24/2015.
As a result of these findings, we have taken the following corrective actions:
• We have reviewed the account and determined the charges are valid. If Ms. [redacted] has any questions or concerns, please contact us at 844-852-2288.
We apologize for the inconvenience this has caused Ms. [redacted]. At this time, we request you close this complaint as we have resolved it in a satisfactory manner.
If you have any questions, please feel free to contact me by e-mail at ch[redacted]@zotecpartners.com
Christy [redacted]
Customer Service Representative
Zotec Partners
11460 N. Meridian Street, Ste 200
Carmel, IN 46032
cc: Ned Campbell, Chief Compliance Officer
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I called [redacted] BC at 1:05pm CST today and spoke with Cynthia J. and she said they have not received ANYTHING from Radiology Assoc. of N. Texas correcting the diagnosis.
Regards,
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
This company is trying to cover up their mistake with zero consequences. If I was to not pay the bill they would be charging me. What is the difference between them taking my money basically trying to steal it and not give it back, and me not paying the bill on time? I was out eight hundred and $37 for over a year. After several attempts of trying to get this taken care of their company still wouldn't help me until I got the Revdex.com involved.Regards,[redacted]
Thank you for your recent letter regarding the complaint submitted to your organization by [redacted]. Zotec Partners, LLC provides medical billing management services on behalf of [redacted]. As such. I am responding to your inquiry on their behalf. It is our mutual goal to...
provide accurate and timely billing services in a satisfying manner to the patients of [redacted].Our review of the ptint's reüiint has resulted in these findings:
There is no balance due for the charges the patient had performed on 11/11/14.
The correct insurance information was updated on the account.
We apologize for the inconvenience this has caused [redacted]. At this time, we request you close this complaint as we have resolved it in a satisfactory manner.
If you have any questions, please feel free to contact me by e-mail at ra[redacted]@'zotecpartners.corn
Renee A[redacted]
ManagerZotec Partners
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Regards,
[redacted]
Thank you for your recent letter regarding the complaint submitted to your organization by [redacted]. Zotec Partners, LLC provides medical billing management services on behalf of [redacted]. As such, I am responding to your inquiry on their behalf. It is our mutual goal to provide...
accurate and timely billing services in a satisfying manner to the patients of [redacted].Our review of the patient's account has resulted in these findings:
We have updated the patient's primary insurance on all open charges.* The patient is not responsible for any balance due at this time.
As a result of these findings, we have taken the following corrective actions;
We have cancelled the account with the collection agency.
We apologize for the inconvenience this has caused [redacted]. At this time, we request you close this complaint as we have resolved it in a satisfactory manner.
If you have any questions, please feel free to contact me by e-mail at ra[redacted]@zotecpartners.com
Renee A[redacted]
ManagerZotec Partners11460 N. Meridian Street, Ste 200Carmel, IN 46032
Thank you for your recent letter regarding the complaint submitted to your organization by [redacted]. [redacted] provides medical billing management services on behalf [redacted]. As such, I am responding to your inquiry on their behalf. It is our mutual goal to provide...
accurate and timely billing services in a satisfying manner to the patients of [redacted].Our review of the patient's account has resulted in these findings:
Two statements were sent to the patient on 03/31/16 and 05/25/16. Neither statement was sent back by Post Office for bad address.
An automated call was received by the patient on 05/16/16. Our normal business hours are 8 am-4 pm, Monday through Friday. We have customer service agents available to answer calls during these times.
On 05/17/16, we verified an address for the patient was correct and sent another statement on 05/17/16.
As a result of these findings, we have taken the following corrective actions: We have sent an additional statement to the patient on 06/08/16.
We apologize for the inconvenience this has caused [redacted]. At this time, we request you close this complaint as we have resolved it in a satisfactory manner.
If you have any questions, please feel free to contact me by e-mail at r[redacted].com
Renee A[redacted]
Manager[redacted]
[redacted]
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.As noted in the original complaint, my primary physician (Dr. Farris B[redacted]) sent me with a "patient itinerary" (see attached file) stipulating only one item - "US EXAM, SCROTUM". I went to have this completed having discussed it with my doctor. I was not aware of nor did I consent to any second exam which appeared on my bill from West Houston Radiologists. Upon receiving the bill from West Houston Radiology (managed by Zotec Partners LLC), I promptly paid the portion for the (totaling $51.83 - see attached receipt) and contacted the billing service to inquire and challenge the charge listed as "vascular study". Despite calling the customer service line for the billing service more than 5 times, communicating respectfully and requesting updates, I never received clarification regarding their findings on any documentation of Dr. B[redacted]'s authorization of and order for a vascular study.The vascular study charge was placed under review twice by Zotec Partners LLC billing service, and at some point while the charge was under review it was also passed to collections. This action seems both counterintuitive and a violation of customer rights. If your company is still reviewing the validity of the charge, with what justification was it passed to collections. I have also been in contact with the collections agency who has placed the charge on two 30-day holds due to Zotec Partners LLC's delay and lack of clear communication with me regarding this charge. I expect that Zotec Partners LLC provide me with back-up documentation on the charge showing Dr. B[redacted]'s authorization of the vascular study in which case I am happy to pay for the remaining balance, or in the case that there is no back-up paperwork, I respectfully request the charge be dropped.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID...
[redacted] and they are correct, they have adjusted my balance to zero. They need to update their review process. It took more than 2 weeks for ZOTEC to "review" my account balance with the service provider SimonMed. The only thing they needed to review was the balance. Carrier pigeons aren't a thing anymore. This issue should have been resolved within a few weeks, not a few months. It is wonderful they recognize I owe them nothing. What is unsatisfactory is the quality of their service.
Regards,
[redacted]
This company is HORRIBLE. First of all, they reward their Call Center reps if the can get callers off the phone in less than 2 minutes. They could care less about resolving patient's issues. Patient's accounts are sent to collections without the patients ever receiving billing statements. Accounts go into collections without billing the patient's insurance. Accounts Receivables are so far behind that patients wait up to 6 months for their refunds. Patients and attorneys fax in proof of charity, attorney request for months and they are never received. Accounts go to collections when they shouldn't and it ruins patient's credit scores. They don't formally train their customer service reps. They sit them with another rep and have them watch that rep for a week or two and put you on phones. This company will not be in business long. All they care about is AHT time. They care NOTHING about resolving patient's issues.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and, while specific elements are accurate, their response is incomplete and disingenuous.
- I did receive an automated telephone call as they noted. But it came an hour after their customer service line closed for the weekend.
- They did send an initial bill in March, which was paid in full. That bill was never in question. A second bill with new charges was not sent until the end of May, after I received the automated telephone call noted above and called their customer service line the following Monday.
This is the crux of my complaint: I received threatening follow up without ever having been sent an initial statement of charges.
There is no further action to be taken and this complaint may be closed. However, I still find their business practices to be questionable, an opinion only strengthened by their response.
Regards,
[redacted]
I have received remittance statements from what I now understand is Zotec Partners (a billing agency on behalf of [redacted]) 2 times, each for different Xray charges that took place in January. However the statement they use is a template blaring with FINAL NOTICE and threatening comments as if I’ve been contacted before, and I haven’t. It was the same template used with a previous charge of only $4.98 as this new one of only $3.64. In fact on the first one at $4.98 I wrote on the stub back to them ”this is the first notice I have EVER received from you”. I knew I’d get billed eventually for these because they show up on my Explanation of Benefits from my insurance company, but I have never received any prior invoice or statement from [redacted] before as the ‘FINAL NOTICE” statement claims.
The billing company needs to be reported to Revdex.com, because any customer could feel threatened and have notes appear on their credit reports when the company never contacted them in any other way previously but with a FINAL NOTICE-and-“Our records indicate you have not responded to our initial notice and your account is still outstanding” -template letter, which are clearly false statements.
I am sure a conscientious service provider like [redacted] would not want their customers to continue to receive such unsubstantiated threats and false communications from services that are associated with it. I received an email back from [redacted] when I shared the above complaint and asked for the name of the billing company:
Ms. E.,
I apologize for your frustration. The name of the company that we use is Zotec Partners. As a side note, we have terminated our agreement with them and will be transitioning to a different company in July of this year due to some of the frustrations you have expressed. Upon receiving your note, I did do some research on your account and this is what I found out.
All statements and letters were mailed to the same address for the patient.
DOS 1/7/16 - Wrist x-ray, $24.00. [redacted] paid 1/29/16, patient responsibility $2.49; statement mailed to patient 2/5/16 (total due from patient on this statement was $4.98; $2.49 from wrist x-ray and $2.49 from Elbow x-ray). No response to statement, so letter mailed to patient 4/12/16.
DOS 1/7/16 - Elbow x-ray, $24.00. [redacted] paid 2/5/16, patient responsibility $2.49; statement mailed to patient 2/5/16 (total due from patient on this statement was $4.98, $2.49 from wrist x-ray and $2.49 from Elbow x-ray). No response to statement, so letter mailed to patient 4/12/16.
DOS 1/7/16 - Hip x-ray, $26.00. [redacted] paid 2/12/16, patient responsibility $3.64; statement mailed to patient 3/6/16. No response to statement, so letter mailed to patient 5/11/16.
Based on the information, it is as if you were not receiving the initial statements, only the more aggressive letter.
Again I apologize for your frustrations. I hope this information helps.
Sincerely, [redacted]
I replied to [redacted], knowing I would still file a complaint against the billing company, Zotec Partners:
Because of the nature of my injury occurring on a school property with followup care and treatment still continuing even now, I have kept all incoming EOB from [redacted] and subsequent statements and invoices from all providers, and paid in a timely manner as applicable. I haven't ignored any of them and have opened and kept everything related to this complex case. So yes, I did not receive the indicated initial statements but the more aggressive statements.
Thank you for looking into this case and I appreciate your quick response. I will be taking care of last week's statement immediately. This time I waited a couple days, thinking I might need to make a copy of it in case someone contacted me for more information.
Thanks again,
B.E.
I have since double checked all my paperwork, and no, not one previous statement, as Zotec has told [redacted] they mailed previous statements. Companies that need to outsource billing, stay away from this company. They will ruin your reputation, and any customers out there who receive aggressive and threatening notice(s) and no prior statements, bring it to the attention of the original provider, so they are aware and can address it with Zotec, who flat out lies about its correspondence with patients.
We have sent the patient a zero balance statement for their records showing there is no balance due for charges on 12/11/15 and 04/25/16.
Thank you for your recent letter regarding the complaint submitted to your organization by [redacted]. Zotec Partners, LLC provides medical billing management services on behalf of [redacted]. As such, I am responding to your inquiry on their behalf. It is our mutual goal to provide accurate and...
timely billing services in a satisfying manner to the patients of [redacted].Our review of the patient's account has resulted in these findings:
A text message with link to the patient's statement was sent to the patient on 7/12/16.
A letter was sent to the patient on O8/20/16.
The patient called the billing office on 08/29/16 and hung up after waiting six minutes. There is an automated option for callback requests if a patient does not want to wait for an agent.
We apologize for the inconvenience this has caused [redacted]. At this time, we request you close this complaint as we have resolved it in a satisfactory manner.
If you have any questions, please feel free to contact me by e-mail at ra[redacted]@yzotecpartners.com
Renee A[redacted]ManagerZotec Partners11460 N. Meridian Street, Ste 200Carmel, IN 46032
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I was contacted by Jackie last week and was assured that my complaint was being resolved. As of today, Feb 12th my insurance company has not received any information from Radiology Assoc. of N. Texas correcting this claim.
Regards,
[redacted]
A refund is being sent on 07/20/16 and a manager has called [redacted] with the update. We apologize for any inconvenience this has caused.
Revdex.com
151 N. Delaware St. #2020
Indianapolis, IN 46204
RE: [redacted]
File#:[redacted]
Dear Revdex.com,
Thank you for your recent letter regarding the complaint submitted to your organization by [redacted]....
Zotec Partners, LLC provides medical billing management services on behalf of Asheville Radiology Associates. As such, I am responding to your inquiry on their behalf. It is our mutual goal to provide accurate and timely billing services in a satisfying manner to the patients of Asheville Radiology Associates.
Our review of the patient’s account has resulted in these findings:
• The date of service(s) of 07/21/2014 was submitted to Mr. [redacted]’s insurance.
• According to Mr. [redacted] he made a payment of $67.38.
• Our records indicate a payment of $67.38 was never received.
• Mr. [redacted] has sent us a screen print of our web portal stating “Your payment was unable to be processed”. He also sent us a copy of his Visa statement showing the payment is “pending”.
• When the credit card is not processed by our website the pending charge usually drops in 3-5 business days.
As a result of these findings, we have taken the following corrective actions:
• I have called and spoken with Mr. [redacted] today; I advised him we cannot accept the proof he has provided because it only shows a “pending” payment.
• Mr. [redacted] stated that he understood and he is awaiting proof from his Visa Company; to show where the payment has actually posted.
• I advised Mr. [redacted] that he could fax or email me proof of the posted payment. My direct fax number is 317-428-1039.
• Mr. [redacted] and I agreed that it would be a 72 hour turn around to post the payment once I receive adequate proof of payment.
We apologize for the inconvenience this has caused Mr. [redacted]. At this time, we request you close this complaint as we have resolved it in a satisfactory manner.
If you have any questions, please feel free to contact me by e-mail at chj[redacted]@zotecpartners.com
Christy Jo[redacted]
Customer Service Representative
Zotec Partners
11460 N. Meridian Street, Ste 200
Carmel, IN 46032
cc: Ned C[redacted], Chief Compliance Officer
We have no record of the patient communicating with the billing office to update office will worker's comp information. We have now received information and have submitted claim. We apologize for any inconvenience this may have caused the patient.
Tell us why here...Revdex.com
151 N. Delaware St. #2020
Indianapolis, IN 46204
RE: [redacted]
File#: [redacted]
Dear Revdex.com,
Thank you for your recent letter regarding the complaint submitted to your organization...
by [redacted]. Zotec Partners, LLC provides medical billing management services on behalf of White Plains Hospital Center Emergency Physicians. As such, I am responding to your inquiry on their behalf. It is our mutual goal to provide accurate and timely billing services in a satisfying manner to the patients of White Plains Hospital Center Emergency Physicians.
Our review of the patient’s account has resulted in these findings:
• The date of service 12/19/2014 is a valid service that was rendered to Ms. [redacted].
• The service is listed as self-pay (no insurance). We mailed Ms. [redacted] a statement for the balance on 01/12/2015.
• Ms. [redacted] paid the balance in full on 02/24/2015.
As a result of these findings, we have taken the following corrective actions:
• We have reviewed the account and determined the charges are valid. If Ms. [redacted] has any questions or concerns, please contact us at 844-852-2288.
We apologize for the inconvenience this has caused Ms. [redacted]. At this time, we request you close this complaint as we have resolved it in a satisfactory manner.
If you have any questions, please feel free to contact me by e-mail at ch[redacted]@zotecpartners.com
Christy [redacted]
Customer Service Representative
Zotec Partners
11460 N. Meridian Street, Ste 200
Carmel, IN 46032
cc: Ned Campbell, Chief Compliance Officer
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I called [redacted] BC at 1:05pm CST today and spoke with Cynthia J. and she said they have not received ANYTHING from Radiology Assoc. of N. Texas correcting the diagnosis.
Regards,
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
This company is trying to cover up their mistake with zero consequences. If I was to not pay the bill they would be charging me. What is the difference between them taking my money basically trying to steal it and not give it back, and me not paying the bill on time? I was out eight hundred and $37 for over a year. After several attempts of trying to get this taken care of their company still wouldn't help me until I got the Revdex.com involved.Regards,[redacted]
Thank you for your recent letter regarding the complaint submitted to your organization by [redacted]. Zotec Partners, LLC provides medical billing management services on behalf of [redacted]. As such. I am responding to your inquiry on their behalf. It is our mutual goal to...
provide accurate and timely billing services in a satisfying manner to the patients of [redacted].Our review of the ptint's reüiint has resulted in these findings:
There is no balance due for the charges the patient had performed on 11/11/14.
The correct insurance information was updated on the account.
We apologize for the inconvenience this has caused [redacted]. At this time, we request you close this complaint as we have resolved it in a satisfactory manner.
If you have any questions, please feel free to contact me by e-mail at ra[redacted]@'zotecpartners.corn
Renee A[redacted]
ManagerZotec Partners
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Regards,
[redacted]
Thank you for your recent letter regarding the complaint submitted to your organization by [redacted]. Zotec Partners, LLC provides medical billing management services on behalf of [redacted]. As such, I am responding to your inquiry on their behalf. It is our mutual goal to provide...
accurate and timely billing services in a satisfying manner to the patients of [redacted].Our review of the patient's account has resulted in these findings:
We have updated the patient's primary insurance on all open charges.* The patient is not responsible for any balance due at this time.
As a result of these findings, we have taken the following corrective actions;
We have cancelled the account with the collection agency.
We apologize for the inconvenience this has caused [redacted]. At this time, we request you close this complaint as we have resolved it in a satisfactory manner.
If you have any questions, please feel free to contact me by e-mail at ra[redacted]@zotecpartners.com
Renee A[redacted]
ManagerZotec Partners11460 N. Meridian Street, Ste 200Carmel, IN 46032
Thank you for your recent letter regarding the complaint submitted to your organization by [redacted]. [redacted] provides medical billing management services on behalf [redacted]. As such, I am responding to your inquiry on their behalf. It is our mutual goal to provide...
accurate and timely billing services in a satisfying manner to the patients of [redacted].Our review of the patient's account has resulted in these findings:
Two statements were sent to the patient on 03/31/16 and 05/25/16. Neither statement was sent back by Post Office for bad address.
An automated call was received by the patient on 05/16/16. Our normal business hours are 8 am-4 pm, Monday through Friday. We have customer service agents available to answer calls during these times.
On 05/17/16, we verified an address for the patient was correct and sent another statement on 05/17/16.
As a result of these findings, we have taken the following corrective actions: We have sent an additional statement to the patient on 06/08/16.
We apologize for the inconvenience this has caused [redacted]. At this time, we request you close this complaint as we have resolved it in a satisfactory manner.
If you have any questions, please feel free to contact me by e-mail at r[redacted].com
Renee A[redacted]
Manager[redacted]
[redacted]
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.As noted in the original complaint, my primary physician (Dr. Farris B[redacted]) sent me with a "patient itinerary" (see attached file) stipulating only one item - "US EXAM, SCROTUM". I went to have this completed having discussed it with my doctor. I was not aware of nor did I consent to any second exam which appeared on my bill from West Houston Radiologists. Upon receiving the bill from West Houston Radiology (managed by Zotec Partners LLC), I promptly paid the portion for the (totaling $51.83 - see attached receipt) and contacted the billing service to inquire and challenge the charge listed as "vascular study". Despite calling the customer service line for the billing service more than 5 times, communicating respectfully and requesting updates, I never received clarification regarding their findings on any documentation of Dr. B[redacted]'s authorization of and order for a vascular study.The vascular study charge was placed under review twice by Zotec Partners LLC billing service, and at some point while the charge was under review it was also passed to collections. This action seems both counterintuitive and a violation of customer rights. If your company is still reviewing the validity of the charge, with what justification was it passed to collections. I have also been in contact with the collections agency who has placed the charge on two 30-day holds due to Zotec Partners LLC's delay and lack of clear communication with me regarding this charge. I expect that Zotec Partners LLC provide me with back-up documentation on the charge showing Dr. B[redacted]'s authorization of the vascular study in which case I am happy to pay for the remaining balance, or in the case that there is no back-up paperwork, I respectfully request the charge be dropped.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID...
[redacted] and they are correct, they have adjusted my balance to zero. They need to update their review process. It took more than 2 weeks for ZOTEC to "review" my account balance with the service provider SimonMed. The only thing they needed to review was the balance. Carrier pigeons aren't a thing anymore. This issue should have been resolved within a few weeks, not a few months. It is wonderful they recognize I owe them nothing. What is unsatisfactory is the quality of their service.
Regards,
[redacted]
Absolutely unusable. The web address redirects to nowhere. Write a check and save yourself the trouble.
This company is HORRIBLE. First of all, they reward their Call Center reps if the can get callers off the phone in less than 2 minutes. They could care less about resolving patient's issues. Patient's accounts are sent to collections without the patients ever receiving billing statements. Accounts go into collections without billing the patient's insurance. Accounts Receivables are so far behind that patients wait up to 6 months for their refunds. Patients and attorneys fax in proof of charity, attorney request for months and they are never received. Accounts go to collections when they shouldn't and it ruins patient's credit scores. They don't formally train their customer service reps. They sit them with another rep and have them watch that rep for a week or two and put you on phones. This company will not be in business long. All they care about is AHT time. They care NOTHING about resolving patient's issues.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and, while specific elements are accurate, their response is incomplete and disingenuous.
- I did receive an automated telephone call as they noted. But it came an hour after their customer service line closed for the weekend.
- They did send an initial bill in March, which was paid in full. That bill was never in question. A second bill with new charges was not sent until the end of May, after I received the automated telephone call noted above and called their customer service line the following Monday.
This is the crux of my complaint: I received threatening follow up without ever having been sent an initial statement of charges.
There is no further action to be taken and this complaint may be closed. However, I still find their business practices to be questionable, an opinion only strengthened by their response.
Regards,
[redacted]