Passport America

RE: Advanced Medical Imaging Consultants, PC response to complaint ID ***
The patient had services on three different dates in We submitted these charges to the patient’s insurance As each charge processed and was applied to the patient’s
deductible, we sent a statement to the patient for their portion Since these were processed at different times, different statements went to the patient reflecting each charge’s balance, as well as the past due balances
The patient received at least statements and a letter on each one of these charges.
The first statement we sent was on 2/4/(with additional statements on 3/13/14, 4/13/and a final notice letter on 4/20/14) and we received no response via phone or in writing We encourage patients to contact our office and are happy to go over their statements with them if there is any confusion on the amount owed, but we did not receive any calls or inquiries on this charge If no contact is received from the patient , the charge will advance through the billing system and the charge will be sent to an outside agency for collection This occurred on 6/2/ This is the only charge that was sent to an outside agency
On 5/30/14, our Billing Manager made a courtesy call and left a voicemail for the patient asking her to call our office The patient did not return the call The patient is correct that the message left was “generic” to comply with HIPAA patient privacy regulations
The patient stated she went on line on 5/31/to make payment, but we did not receive that payment until 6/4/14.
At that time, her charge had already been sent to the outside collector on 6/2/14.
On 6/6/14, we removed the patient’s charge from the outside collector’s accounts.
On 6/11/14, the patient contacted our office about her account and overpayment She first spoke with our patient service representative at 8:36am, and then our Billing Manager called her back at 9:18am
On 6/11/14, we refunded the patient $
We feel this matter was resolved satisfactorily and expediently with the patientWe record all phone calls to ensure quality patient service This call was reviewed by our senior management and we feel the call was handled appropriately and professionally It is our policy to have our Billing Manager promptly call back patients who express concerns on their account, and that is what occurred in this situation
Please let me know if you need any additional explanation or information
Sincerely,
*** ***