Digestive Health Associates of Texas

I am writing in response to the letter that we received regarding a complaint made from a patient of our clinic. This complaint was made on September 1, 2017. I was able to speak with the patient on September 12, 2017 regarding this matter. I discussed with him the insurance process and how his...

particular insurance policy worked. He explained to me that when he called our central billing office he kept getting told that they did not know why the charge was what it was. They were only able to tell him the billing side. t explained to him that when a patient comes in and they have a particular insurance policy that does not cover anything until a $2500 deductible is met, that he is responsible for the full amount. I explained to him that the person up front that takes the money has no way of knowing which level the doctor will code the visit beforehand. They can only give him the basic charge which is an estimate. He said he was told that would be all he would owe which was a mistake on our part. I explained to him that because of the reason he was seen, our physician did what he was trained to do and get him over to an emergent care facility so that he could be evaluated immediately. He was very pleasant and agreeable to what I was explaining to him. I let him know that my call was not to collect money, it was to explain the process and the reasoning. I told him that I would have the billing office write off the additional $186.71 that he owed as a gesture of good will. I have spoken with the billing office today and they are sending him a statement showing a zero balance.Regards,[redacted]
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