Dandridge Water

Dear Ms***: It is the patient's responsibility to verify their benefits prior to having services performed Our staff is not responsible for contacting each patient's insurance plan to verify their coverage when they present an insurance card Our records indicate the
insurance applied her services to her deductible They were not denied as "out-of-network" Payment remains due. Sincerely, *** ***

I reviewed Ms*** concerns and verified she did not pay for the CBC at the time of service When she called she was informed if she paid for all testing she would not get a bill, which is correct However, she did not pay for all testing because the CBC price was not available
to charge her at the time of service Therefore, a refund is not due

This invoice was adjusted to a zero balance on 6/20/

laint and the order to DrM*** showing they ordered the testing on 10/19/ I have not heard anything back from them advising they made an error. Sincerely,Maegan M***

Complaint: ***
I am rejecting this response because:
Quest Diagnostics is not honoring their contract with *** ***. See the attached letter, which states, "Because you are a participating provider there is no patient responsibility."
Regards,
*** ***

I just wrote you a response to this complaint A pretty long response and now it isn't showing up If I have several inquiries open at once your system mixes them up Can you check to see where my response was filed under? Patient is *** *** Business UpdateDear Ms
***: Upon review I found *** *** had services on 6/24/which due to the specimen requirements, created two separate invoices. Invoice * *** for $and invoice # *** for $373.16.Both invoices were billed to *** for payment and denied because *** was not covered by *** on the date of service. Due to the denial both invoices were billed to ***. On 7/8/we received a payment of $from *** for invoice * *** in addition to updated insurance information. A refund was ordered and sent to *** on 7/16/and both invoices were closed and new invoices were created and billed to *** *** ***. Invoice # *** for $was $more than previously billed to *** due to our *** contract does not allow for a draw fee charge. We are not contracted with *** *** ***, therefore, the draw fee of $was included in the invoice to them. They responded on 8/18/applying $to the patients deductible and *** paid this amount on 12/21/creating a zero balance on this invoice. Invoice # *** for $was billed to *** *** *** and they responded on 10/15/Applying $to ***’s deductible. On 3/9/we provided an additional courtesy discount of $to the account, leaving the patient responsible for $40.00. At this time, $remains due. Sincerely, *** ** ***Customer Experience / Patient Advocate

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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,
*** ***

Complaint: ***
I am rejecting this response because:
I asked Quest Diagnostics if the service was covered by my insurance ConnecticareThe representative said it was coveredIf I knew it would cost me money, I would not have given my blood and urine sampleI was not sickI did not have any problemThose were the tests prescribed by my primary care physician for my annual checkup
Regards,
*** ***

Good morning *** ***Please be advised that we perform testing at the request of your physicianDepending on the type of test performed the price for that test may varyWe attempted to bill you for the balance of your invoice however the mail was returnedAs a courtesy we have removed your
invoice from collections and it is at a zero balance.Thank you for contacting Quest Diagnostics. I apologize for any inconvenience you may have experienced,Michele LPatient Advocate

Dear *** ***I pulled a copy of the physician's order and verified we performed all the testing *** *** physician ordered Any dispute over what was ordered would need to be discussed with the ordering physician The balance of $was applied to *** *** deductible and
remains due.Sincerely,Maegan M***

Complaint: ***
I am rejecting this response because: Quest needs to rebill the insurance company as they stated, they need to credit me in total for the invoice and charges billed to meand rebill me when they get paid from my Insurance Company for my portion Not keep sending me bills and perhaps even ruining my credit for something I do not owe
Regards,
*** ***

Dear Ms***:Upon review, I found the patient's primary insurance *** responded to Quest electronically. In order for her secondary insurance, ***, to consider the claim for payment they need a hardcopy of the primary insurance carrier's Explanation of Benefits (EOB).
Unfortunately, we did not receive a hardcopy. Ms*** would need to send *** a copy of the hardcopy Explanation of Benefits she received from *** if she would like them to consider the remaining balance due.Sincerely,*** ***

We are appealing the insurance's denial with the insurance company and if the appeal is favorable, we will refund Ms***

Dear *** ***It is not illegal to take a pre-authorized payment for a copay/deductible It is standard practice at physician's offices We have live connection with ***'s system and according to the response we got back from ***, he would be responsible for $ This is why he was asked for a credit card. Sincerely, Maegan M***

Dear Ms***: Ms *** was refunded $on 4/26/16, check # *** It check was cashed on 5/2//16. Sincerely Maegan ***

I reviewed *** account and verified *** paid for his services in full under invoice # *** Please assure *** *** that invoice # *** has been adjusted to a zero balance and a refund of $was requested. Sincerely,Maegan M***

Dear *** ***I am unable to locate any testing performed on *** *** in December 2016.Sincerely,Maegan M***

I reviewed *** *** concerns and found she did pay at the time of service and there is no further amount due I've adjusted the bill to reflect a zero balance. Sincerely, Maegan M***

Dear Ms***
I am unable to locate an invoice for a *** *** ** *** Please provide me with the invoice number so that I can research further. Sincerely, Maegan M***

We've investigated Mr***'s and acknowledge that due to system limitations, we are unable to automatically submit balances to secondary insurance information. We recognize the importance of filing with both insurance carriers and we are dedicated to providing the most
comprehensive service we can. The information contained on the Explanation of Benefits from *** *** *** *** of Illinois acknowledges that he is set up for automatic cross over from Medicare. This means Medicare forwards any balances to the beneficiaries secondary insurance automaticallyBased on my review we sent Mr*** invoice # *** on 10/8/and again on 11/8/in the amount of $14.79 for services performed 9/4/15. Our bank records indicate that the check was received and deposited on 10/27/15. After it was deposited by the bank we received notification from the bankThe Customer Service Department keyed the payment on 11/10/15. I apologize that there was a delay in keying the payment that allowed additional invoices to be mailed to him. Please assure Mr*** that the invoice now reflects a zero balance