Advocate Medical Group

Initial Business Response / [redacted] (1000, 8, 2015/04/24) */ Contact Name and Title: [redacted] Mgr Contact Phone: XXX XXX XXXX I manage the site in questionI called the Ms W to apologize for the confusion regarding her appointmentI explained that the type of appoinemtn process used was quite new and apparently there had been an errorBecause we were fully booked on the day in question, we were not able to accomodate a her that dayI apologized again for the confusion

Complaint: [redacted] I am rejecting this response because: I just spoke to [redacted] She is not with Benefit wallet and she has never heard of benefit WalletShe is with a third party insurance administration company called ***She spoke with her supervisor for direction after kindly listening to my story and her supervisor has also not heard of benefit Wallet I am really having a hard time understanding why the ones is on me to figure out where THEIR check isIf Advocate can get the check number for the money that was sent back to Benefit Wallet, why cant they get proof that it was cashed and what information was sent with the check? It was explained to me by the man I spoke with at benefit wallet that if the check didn't come with enough info to connect it to me, they wont know what to do with it Sincerely, [redacted]

Complaint: ***
I am rejecting this response because: I dont think you understand what is going on here*** Wallet does not have the money! They researched the issue last week and they are unable to locate the money. Can you please verify that the check you sent back to them and to what address and that my *** account number was on the check with instructions as to what to so with the moneyif those items weren't included they ave no way of knowing where to apply the fundsThis is your problem to prove the funds were sent back. Continuing to tell me the money was sent back is not going to solve the issueYou need to provide proof that it was sent backPLEASE!!!!!!!!! It should have gone to:*** WalletPOB ***Pitssburgh, PA 15253-
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Its great that as of January I am finally no longer receiving a bill even though I last did 12/28/and in the past it has changed several times as this matter has been going on as initially stated since my first bill May of I still don't know why nothing has been addressed as far as the billing issue itself being sent to my insurance late ever transpired becuase Advocate had all necessary information from me as far as where to send the claimWhen it first was recognized only by me that they had submitted it to the wrong addressMy insurance even called them to assist as to where to send itThen this happened at least more timesAnd only when I asked to speak to a supervisor did a *** ** submit the claim properly somehow but this was 10/2/which was over one year late.Then I am the one that had to contact Advocate with no assistance obtained as far as them needing to appeal the denial of payment from my insuranceAt this time in October of 2015, in no way was I told that I would never be billed for this matter or any recognition of why it happenedA *** said that they would appeal it twice then to find out the end of November that this had not been doneThen when speaking to the supervisor *** ** she was not wanting to contact my insurance as far as assistance and then called me saying that they need my medical recordMy insurance has never needed and has told me that they never needed it due to the fact that the service provided is not in question but the late billing is the issueThen I get the name of *** *** from *** *** customer relationsI leave a message for her and never received a call backShe is a supervisor at this billing office also I was toldDuring a conversation with my insurance company on the line, she abruptly came on the phone call as before it was with a previous representativeshe was very upset and said that the problem is that my insurance has needed my medical record all alongAs I stated already that is not the case at allAlso the fact that one person named *** in the past had said that "my insurance is not going to cover this bill due to my diagnosis" When my insurance has said that they would cover this all along as I just have a co-pay for ER visits and thats it but it is coveredWhen asking to speak to a supervisor other than *** ** I was told by Amanda that there is not one and she is the only supervisorI wasn't even asking for supervisors to complain but to actually take care of this matterThis never should have been so difficultThen only from the Revdex.com do I get the name of *** *** and still am being told that they are waiting for my insuranceAny answer from my insurance would even have been some time agoNo one at this billing office of advocate seems to know how to do their jobIts really bad! I don't see how I can accept anything because its ridiculous for a conclusion of my not being responsible for this bill taking this longthen I see that when it was entered as a Stale Claim in December, that was reversed with me still being responsibleThe letter that I had to ask for is something I should have received a long time agoAll of the confusion and phone calls, and extremely uncapable customer service along with supervisors that have not been able to resolve this matterIm sorry but this is all crazyThe length of time of this entire scenerio speaks for itself
Sincerely,
*** ***

*** at *** Wallet *** is aware they paid the wrong providerThe provider they paid in error sent them a refund *** *** on 12/22/16 Please contact her to release a check to the correct addressOur office would not have this information when you called because we are not affiliated with the office they paid by mistakewe found all of this out by making several phone callsThis is a mistake by *** WalletAdvocate Medical Group billed BC/BS with the correct addressBC/BS responded to our billing on 09/30/letting us know that your discount is $leaving a balance of $Advocate Medical Group did not send anything to *** Wallet I cannot explain how they obtained the wrong addressThank You *** ***

Complaint [redacted]   The address that the payment was sent to [redacted] Network Place Chicago is incorrect. The office at that location is an affiliate of Advocate but does not have the same financial system. The address on all the billing documentation is correct [redacted] that is where the...

monies should have been sent. The money was refunded back to [redacted] Wallet they should locate that refund and reprocess to the correct address. Refund check [redacted] mailed on 12/22/16 to [redacted] Wallet.   Thank You, [redacted] Manager of Customer Service and Cash Applications [redacted] W BrynMawr 8th fl ([redacted] fax ([redacted]   Go [redacted]

Complaint: [redacted]
I am rejecting this response because:Why was this not told to me when I called Advocate in JANUARY?  I called [redacted] in January also and was told that the address on their contract and bills was [redacted] Network place since 2016. [redacted] called the phone number on the Advocate bills and spoke to a [redacted] who was aware of this issue. [redacted] told [redacted] from [redacted] that because this was such an issue they would put my account on hold while I resolve this. It was never once mentioned that a check was sent in December.  I called [redacted] Wallet today and they have no record of that check being sent back to them. I will need proof that the check cleared and not just a screen print of your system. I need a copy of the check.  This is Advocate's problem because they caused it by not putting the correct address on the bills in the first place!  if this is not resolved through this Revdex.com complaint I am prepared to file a complaint with the Illinois Department of Insurance.
Sincerely,
[redacted]

Complaint: [redacted]
 
I am rejecting this response because: I just spoke to [redacted] She is not with Benefit wallet and she has never heard of benefit Wallet. She is with a third party insurance administration company called [redacted]. She spoke with her supervisor for direction after kindly listening to my story and her supervisor has also not heard of benefit Wallet.  I am really having a hard time understanding why the ones is on me to figure out where THEIR check is. If Advocate can get the check number for the money that was sent back to Benefit Wallet, why cant they get proof that it was cashed and what information was sent with the check? It was explained to me by the man I spoke with at benefit wallet that if the check didn't come with enough info to connect it to me, they wont know what to do with it.
Sincerely,
[redacted]

The  customer is correct. We did not have the correct billing information for the 09/16/14 DOS $242.00. According to our contrat with Well Care we have to file claims within a certain period of time. We did not file this claim timely. Advocate has adjusted the balance to a zero balance....

The invoice has been closed. Thank you for your time.
If you have additional questions please contact [redacted] [redacted]

Please respond to [redacted]
I have an e-mail confirmation from [redacted] The account is a zero balance. No additional follow up needs to be done. The patient is no longer receiving a bill.
Please respond to [redacted] not [redacted] she does not work on patient concerns. thanks

Initial Business Response /* (1000, 8, 2015/04/24) */
Contact Name and Title: [redacted] Mgr
Contact Phone: XXX XXX XXXX
I manage the site in question. I called the Ms W to apologize for the confusion regarding her appointment. I explained that the type of appoinemtn process used was quite...

new and apparently there had been an error. Because we were fully booked on the day in question, we were not able to accomodate a her that day. I apologized again for the confusion.