This call was handled by a new employee who was still in training, unfortunately when the employee took the call this account was no longer active since it was at collections as of August The patient should have been referred to B&P collection agency for payment but, since the payment was accepted by a PRL employee the client should have been notified at that time that the system was down and his credit card would be run through as soon as the system came back up In this instance, the PRL new employee failed to reactivate the account which constituted failure to reprint a statement showing decline of the credit card The new employee has been counseled and we apologize for the inconvenience placed on Mr*** PRL strives to accommodate all patients as best as possible and will continue to work on achieving 100% satisfaction from all of our patients
My name is [redacted] Billing Manager for PRL I am responding to Ms [redacted] ***’s complaint I spoke with Ms [redacted] on March 5, I notified her that I had spoken to her insurance carrier (CIGNA) since two different representatives initially handled her claim Per my conversation with [redacted] (Cigna claims representative), reference #***, an explanation as to Ms***’s claim status was discussed [redacted] looked over the claim a second time and notified me that they had processed her September claim erroneously The September claim should have been covered at 100% with the diagnosis initially provided The September claim will be reprocessed and will take approximately days for completion Unfortunately, the claim from October will remain as is and the amount will be applied to Ms***’s deductibleAfter my conversation with [redacted] I called Ms***’s and apologized for the inconvenience caused to her I further stated to her that Cigna will reprocess the September claim at 100% since they had erroneously processed it the first time Furthermore, I stated to her that her October claim will be applied to her deductible in the amount of $ An explanation was given to Ms***’s that the tests she had in September and October vary by patient’s plan and are not always covered at 100% Ms***’s agreed to pay the deductible amount of $I have shared this information with my staff Moving forward, they have been instructed to follwith the claims department whenever a patient calls to inquiry about a deductible that they feel should have been covered at 100%
Sorry for the delay ***….been trying to get this emailed to me since I talked to *** last month *** ***…DOS 7/30/Account sent to Ins on 8/12/15…BC/BS applied to DED… total discounts given of $on 8/14/leaving a patient responsibility of $Statements send to
patient on 8/19, 9/23, 10/and 12/3…then to collections on 1/7/Only note on his account is from 12/30/15…stating that Foundations billing send him a copy of the detailed account summaryNo other notes on this account…we do document each time patients call in for trackingThank you, *** *** *** *** ***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
This call was handled by a new employee who was still in training, unfortunately when the employee took the call this account was no longer active since it was at collections as of August 2014. The patient should have been referred to B&P collection agency for payment but, since...
the payment was accepted by a PRL employee the client should have been notified at that time that the system was down and his credit card would be run through as soon as the system came back up. In this instance, the PRL new employee failed to reactivate the account which constituted failure to reprint a statement showing decline of the credit card. The new employee has been counseled and we apologize for the inconvenience placed on Mr. [redacted]. PRL strives to accommodate all patients as best as possible and will continue to work on achieving 100% satisfaction from all of our patients.
My name is [redacted] Billing Manager for PRL. I am responding to Ms. [redacted]’s complaint. I spoke with Ms. [redacted] on March 5, 2018. I notified her that I had spoken to her insurance carrier (CIGNA) since two different representatives initially handled her claim. Per...
my conversation with [redacted] (Cigna claims representative), reference #[redacted], an explanation as to Ms. [redacted]’s claim status was discussed. [redacted] looked over the claim a second time and notified me that they had processed her September claim erroneously. The September claim should have been covered at 100% with the diagnosis initially provided. The September claim will be reprocessed and will take approximately 10 days for completion. Unfortunately, the claim from October will remain as is and the amount will be applied to Ms. [redacted]’s deductible. After my conversation with [redacted] I called Ms. [redacted]’s and apologized for the inconvenience caused to her. I further stated to her that Cigna will reprocess the September claim at 100% since they had erroneously processed it the first time. Furthermore, I stated to her that her October claim will be applied to her deductible in the amount of $178.42. An explanation was given to Ms. [redacted]’s that the tests she had in September and October vary by patient’s plan and are not always covered at 100%. Ms. [redacted]’s agreed to pay the deductible amount of $178.42. I have shared this information with my staff. Moving forward, they have been instructed to follow-up with the claims department whenever a patient calls to inquiry about a deductible that they feel should have been covered at 100%.
This call was handled by a new employee who was still in training, unfortunately when the employee took the call this account was no longer active since it was at collections as of August The patient should have been referred to B&P collection agency for payment but, since the payment was accepted by a PRL employee the client should have been notified at that time that the system was down and his credit card would be run through as soon as the system came back up In this instance, the PRL new employee failed to reactivate the account which constituted failure to reprint a statement showing decline of the credit card The new employee has been counseled and we apologize for the inconvenience placed on Mr*** PRL strives to accommodate all patients as best as possible and will continue to work on achieving 100% satisfaction from all of our patients
My name is [redacted] Billing Manager for PRL I am responding to Ms [redacted] ***’s complaint I spoke with Ms [redacted] on March 5, I notified her that I had spoken to her insurance carrier (CIGNA) since two different representatives initially handled her claim Per my conversation with [redacted] (Cigna claims representative), reference #***, an explanation as to Ms***’s claim status was discussed [redacted] looked over the claim a second time and notified me that they had processed her September claim erroneously The September claim should have been covered at 100% with the diagnosis initially provided The September claim will be reprocessed and will take approximately days for completion Unfortunately, the claim from October will remain as is and the amount will be applied to Ms***’s deductibleAfter my conversation with [redacted] I called Ms***’s and apologized for the inconvenience caused to her I further stated to her that Cigna will reprocess the September claim at 100% since they had erroneously processed it the first time Furthermore, I stated to her that her October claim will be applied to her deductible in the amount of $ An explanation was given to Ms***’s that the tests she had in September and October vary by patient’s plan and are not always covered at 100% Ms***’s agreed to pay the deductible amount of $I have shared this information with my staff Moving forward, they have been instructed to follwith the claims department whenever a patient calls to inquiry about a deductible that they feel should have been covered at 100%
Sorry for the delay ***….been trying to get this emailed to me since I talked to *** last month *** ***…DOS 7/30/Account sent to Ins on 8/12/15…BC/BS applied to DED… total discounts given of $on 8/14/leaving a patient responsibility of $Statements send to
patient on 8/19, 9/23, 10/and 12/3…then to collections on 1/7/Only note on his account is from 12/30/15…stating that Foundations billing send him a copy of the detailed account summaryNo other notes on this account…we do document each time patients call in for trackingThank you, *** *** *** *** ***
*** ***
***
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
This call was handled by a new employee who was still in training, unfortunately when the employee took the call this account was no longer active since it was at collections as of August 2014. The patient should have been referred to B&P collection agency for payment but, since...
the payment was accepted by a PRL employee the client should have been notified at that time that the system was down and his credit card would be run through as soon as the system came back up. In this instance, the PRL new employee failed to reactivate the account which constituted failure to reprint a statement showing decline of the credit card. The new employee has been counseled and we apologize for the inconvenience placed on Mr. [redacted]. PRL strives to accommodate all patients as best as possible and will continue to work on achieving 100% satisfaction from all of our patients.
My name is [redacted] Billing Manager for PRL. I am responding to Ms. [redacted]’s complaint. I spoke with Ms. [redacted] on March 5, 2018. I notified her that I had spoken to her insurance carrier (CIGNA) since two different representatives initially handled her claim. Per...
my conversation with [redacted] (Cigna claims representative), reference #[redacted], an explanation as to Ms. [redacted]’s claim status was discussed. [redacted] looked over the claim a second time and notified me that they had processed her September claim erroneously. The September claim should have been covered at 100% with the diagnosis initially provided. The September claim will be reprocessed and will take approximately 10 days for completion. Unfortunately, the claim from October will remain as is and the amount will be applied to Ms. [redacted]’s deductible. After my conversation with [redacted] I called Ms. [redacted]’s and apologized for the inconvenience caused to her. I further stated to her that Cigna will reprocess the September claim at 100% since they had erroneously processed it the first time. Furthermore, I stated to her that her October claim will be applied to her deductible in the amount of $178.42. An explanation was given to Ms. [redacted]’s that the tests she had in September and October vary by patient’s plan and are not always covered at 100%. Ms. [redacted]’s agreed to pay the deductible amount of $178.42. I have shared this information with my staff. Moving forward, they have been instructed to follow-up with the claims department whenever a patient calls to inquiry about a deductible that they feel should have been covered at 100%.