Dandridge Water

Complaint:...

[redacted]
I am rejecting this response because I still do not have my lab results.Here is the requested information (previously submitted to Quest): Username: [redacted] DOB: [redacted]Location of blood draw:  Quest facility in New York City ([redacted], State labs drawn: NYRequesting Physician: [redacted], State of physician's office: **, Phone: ###-###-####  
Regards,
[redacted]

[redacted] receipt indicates only the draw fee, cbc/ and chem test.  The amount she authorized was $24.00  for those tests.  The receipt clearly indicates that this is an estimate.  [redacted] processed and determined only $ 13.56 was her responsibility, therefore that is all we billed her card.[redacted] did not bring up an estimated amount to collect on the [redacted](R)-TB test at the time of service, therefore we didn't request a pre-authorize payment.  [redacted] received an Explanation of Benefits from [redacted] informing her that her responsibility for the [redacted] test is $53.26. Payment for this service is due immediately. Sincerely,   Maegan M[redacted]

Dear Ms. [redacted]:Please inform Mr. [redacted] that I removed the account from collections informing them that he is not he patient and it was sent to them in his name in error. Sincerely,[redacted]

I will respond to Ms. [redacted] inquiry directly to her as it contains confidential testing information and I do not have authorization to discuss this information with your office.

Dear [redacted]I have adjusted your claim to reflect a zero balance.  Please allow 24 hours for the adjustment to process.  There will not be further patient responsibility on invoice/bill [redacted]Sincerely,Cecilia

Dear Ms. [redacted]: I am in receipt of your email dated 2/6/16 regarding a complaint your office received from [redacted].  Upon review, I found we billed Ms. [redacted] Insurance [redacted] for the testing her physician ordered and they denied the testing stating it was not covered.  We are...

not awaiting any paperwork from the physician,  Payment is due by the patient due to the denial received from [redacted].  Any questions regarding the denial would need to be directed to [redacted].   Sincerely,[redacted]

Dear [redacted] The bill was adjusted to reflect the 100% discount.  [redacted] bill is at a zero balance. Sincerely,Maegan M[redacted]

I am in receipt  of your email dated 8/8/15 regarding a complaint your office received from Ms. [redacted].  Thank you for taking the time to contact Quest Diagnostics and inform us of our patient's billing concern.Upon review, I found we received additional diagnosis information from...

Ms. [redacted]'s physician's office on 7/30/15.  We contacted Aetna and verified the claim is being reconsidered for payment and we should receive payment in the next 14 days.  At this time we are awaiting their payment.

I am rejecting this response because:
I didn't have secondary insurance at the time of this lab test. I never called asking you to bill my secondary insurance for this because at that time I didn't have secondary insurance. When my insurance advised you I owed $40.00 in October that's when you should have billed me not waiting until now regardless of the remaining insurance balance. I think this is ridiculous! First you tell me you can take as long as you want to bill me. Then you tell the Revdex.com I called telling you to bill a secondary insurance which I didn't. You also say you knew in October I owed $40.00 but choose to wait until now to bill me. Your billing practices are fishy!

Dear [redacted]I reviewed the first invoice ([redacted]) and found we billed [redacted] with the diagnosis codes [redacted] provided and [redacted] denied the test as they do not pay for it for his condition.  We received an additional diagnosis code from [redacted] on 10/7/16, however, it was an...

invalid code.  On 10/24/16 we received correspondence from [redacted] indicating the same invalid code.  [redacted] was informed prior to having the services performed that [redacted] would not pay for the test.  He opted to have the test performed accepting financial responsibility for the services.  Payment remains due at this time. Invoice # [redacted] was also billed to [redacted] and as we informed [redacted] prior, [redacted] denied one of the tests as they do not pay for it for his condition.  He signed the Advanced Beneficiary Notice (ABN) prior to having the testing opting to have the test and accepting financial responsibility for the services.  Our records indicate [redacted] sent new diagnosis information to us on 6/24/16, however he failed to sign the form which is required.  We sent the form back for his signature.  We have since received additional codes and resubmitted to [redacted] for reconsideration.  At this time the account is on hold and we are awaiting their response.   Sincerely,Maegan M[redacted]

Complaint: [redacted]
I am rejecting this response because: I did not receive medical attention from anyone after I left my job in March of 2015. I never had [redacted] insurance as stated by [redacted]. This is medical fraud and I want to see signatures. I have no problem taking this to court.

[redacted] Quest Diagnostics contract with [redacted] provides pre-negotiated pricing on covered services only.  All non-covered services are billable to the member at the same list price we bill to the insurance plans and uninsured patients.  It is the patient's responsibility to...

verify their benefits prior to having services provided with their insurance carrier.

Dear [redacted] It is the patients responsibility to verify their benefits prior to having service performed.  They includes knowing who their preferred provider is within their insurance plan.  In regard to [redacted] invoice, I am unable to locate an invoice for services performed...

on 12/1/15.  Please provide me with the invoice number and the name of the collection agency she is getting notices from so that I can investigate further.   Sincerely,Maegan M[redacted]

Dear Ms. [redacted]:We received a specimen fro Dr. [redacted], for [redacted], on December 7, 2015.  Dr. [redacted] ordered a test that may require additional an additional test to be performed based on the results.  The additional test is performed for the safely of the patient....

 It provides more specific information for the physician to properly treat the patient.  This is the process that Quest has chosen to perform when a test for identification is ordered.  Quest representatives did reach out to the physician to secure additional diagnosis information to provide to [redacted].  In this particular case, there are no additional codes that would have prevented the denial outcome of "non-covered service".  Unfortunately, [redacted] does not cover this test and only adjudicated the initial test that was ordered.  There are two options available to Mr. [redacted]: !) a payment plan that would be comfortable for them to meet on a monthly basis, or 2) a financial assistance application.  We have forwarded a financial assistance application to Mr. [redacted] for his review. I apologize that this information was not clearly communicated to Mr. or Mrs. [redacted] when they phoned our Customer Service Department.  We have forwarded this concern to the Manager of Customer Service to use as a training tool to ensure there is better communication regarding this test.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:This still does not address my question on if Quest actually thinks people should be taking vacation days to call them about billing questions. I don't understand why this is so difficult and why Quest cannot be transparent and answer the complaint in its entirety. This is childish, responding to only pieces and only responding with one sentence.
Regards,
[redacted]

Dear Ms. [redacted]: We recently transitioned our Customer Service Department from Baltimore MD to Tetereboro NJ.  When patient's called the old number for Baltimore, the system prompts them to call the new number.  Unfortunately, he called on a Saturday and our call center is not open...

on Saturdays.  I reviewed the message and it does not state we are open on Saturday.We contacted the ordering physician and spoke to Charity who verified the patient was seen at the office that day and they did obtain a specimen from her and send it to Quest for testing.  Quest Diagnostics performed the testing ordered therefore, the charges billed to insurance are correct.Sincerely,[redacted]

Contacted [redacted] Medical Group and had [redacted] chart pulled.  The staff verified that Dr. M[redacted] did order the testing in question and noted the chart that the reason it was ordered was due to the patient was not vaccinated in the past and that the test may be repeated at follow-up.  The test was put in by the phlebotomist. Sincerely, Maegan M[redacted]

Dear [redacted]:It seems [redacted] has been misinformed about our MyQuest application.  There’s an option to download the report inMyQuest and it shows the time and date it was collected, received and reported.  We will have someone reach out to [redacted] to assist her.Sincerley,[redacted]...

[redacted]

Dear [redacted]I reviewed the invoice and found the account was adjusted on 10/26/16 to reflect the correct patient responsibility of $282.71.  A corrected bill was sent to [redacted] Sincerely, Maegan M[redacted]

I reviewed Ms. [redacted]s invoices and found we accepted a contractual discount on each invoice.  Invoice # [redacted] was billed at $217.78.  We accepted the discount of $119.74, bringing the balance due to $98.04.  Invoice # [redacted] was billed at $1815.30.  We accepted the...

discount of $1009.35, bringing the balance due to $805.95.  These amounts were applied to Ms. [redacted]s deductible.  Quest Diagnostics has not been contracted with her insurance since 2007, however, members continue to chose us for their laboratory services and we continue to accept the discount when provided.  It is the patient's responsibility to verify their insurance benefits prior to having services performed.  If Ms. [redacted] would like to be set up on a payment plan, please let me know.