Hood to Coast Healthcare

The complainant (“C”) mis-states the facts of this billing matter and fails to disclose C’s own role in the problemsC provided expired insurance information at the time of receiving services, and then presumably moved residences without informing us, as multiple correspondences regarding the billing matter were returned to us as undeliverable at the address C providedOur multiple attempts to contact C to obtain proper insurance coverage information largely went unanswered The last time our billing manager was able to contact C it was clearly explained that we needed valid and current insurance information or C would be charged personallyC said in that call that C could not access the information at the time but would call back with proper insurance informationC never did so Our clinic policies clearly state that patients are responsible for keeping their insurance information up to date, and that patients need to inform us of changes in insurance or billing information (such as address changes)Our policies further state that patients will be charged directly for all services they receive if current and valid insurance information is not provided, and that it is the patient’s responsibility to confirm that the services requested are covered by their insurer prior to receiving treatment C failed to fulfill these basic patient responsibilitiesRather than working with us and providing proper insurance coverage information C submitted this complaint in an attempt to avoid paying for the services C was providedDespite C’s unfounded allegations, there is nothing illegal in attempting to hold C responsible for her contractual promise to pay for the services she requested and received

***, We lost our main biller about years ago due to illnessWe hired a billing company that was the worst decision we have ever made We are in legal action with that billing companyWe have a new billing company and have hired additional staff to deal with a company we hired about years ago I greatly apologize for the issues you have hadHiring this company has hurt us and hurt our patients Our lawyer has been working on this case for the last monthsAgain, I am very sorry that we all had to go through this We made your bill paid in fullI will have the front desk send you a receipt this week Again, I greatly apologize If there is anything that we can do to make this up to you, please let us know

Our company is currently looking into legal action against the last billing company we hiredThis was a third party billing company that we hired to complete our billing Unfortunately, this billing company did make mistakes that my company was not aware of until after many months of working with this third party billing company We sent out letters to our patients after we were legally allowed to leave the contact with this billing companyThe letters to the patients were written by our lawyer explaining the issue that we hadWe asked out patient to please contact the company (our company) with any questions if they had any in regards to their current balance Our company was not aware that the [redacted] family had questions We were not notified by the [redacted] family to look into this manner months ago when the initial letters were originally sent out I wish that were were able to take care of this matter with the [redacted] family before this complaint was made and before the [redacted] family was sent to collections We also do not have a Jessica at our officeWe do have a Jackie that is currently trainingShe did not provide [redacted] with the appropriate information that he needed to properly look into this matterShe was trying to help If [redacted] would like all the correct medical record information, DrSamantha M [redacted] will be happy to go over that information with the patient With the above said, Discovery Financial has removed all collections balances for the [redacted] family and have moved their balance to zero, with the credit report to reflect that as soon as it is able We have greatly regretted hiring that third party billing companyIt has been the worst business decisionIt has cost the business and our patients stress and time that should have never happened We have had a very professional and efficient billing company that is currently completing their job and duties at 100% Again, we have fixed this error and issue with our company, are persuing legal action against the past billing company, and will continue to strive to be the best company we can be to our customers and our employees

Complaint: ***I am rejecting this response because:
I did provide current insurance information and can do so againHow else would a co-pay be quantified and received, if not for a current plan in tactPaying my co-payment, always at time of visit was routine for meThe clinic was lacking in front end secretary staff and by that negligence I am having to go back and retrieve outdated information that I had initially already suppliedI did not see any of these bills until approximately months after my last visit, and I had kept the same addressI was traveling to southern Oregon frequently but collecting my mail regularly none the lessThe bills are fraudulent as I had a current insurance policy through MODA specifically purchased with the motive of receiving naturopathic care.
Sincerely,*** ***

The complainant (“C”) mis-states the facts of this billing matter and fails to disclose C’s own role in the problems. C provided expired insurance information at the time of receiving services, and then presumably moved residences without informing us, as multiple correspondences regarding the...

billing matter were returned to us as undeliverable at the address C provided. Our multiple attempts to contact C to obtain proper insurance coverage information largely went unanswered.
 
The last time our billing manager was able to contact C it was clearly explained that we needed valid and current insurance information or C would be charged personally. C said in that call that C could not access the information at the time but would call back with proper insurance information. C never did so.
 
Our clinic policies clearly state that patients are responsible for keeping their insurance information up to date, and that patients need to inform us of changes in insurance or billing information (such as address changes). Our policies further state that patients will be charged directly for all services they receive if current and valid insurance information is not provided, and that it is the patient’s responsibility to confirm that the services requested are covered by their insurer prior to receiving treatment.
 C failed to fulfill these basic patient responsibilities. Rather than working with us and providing proper insurance coverage information C submitted this complaint in an attempt to avoid paying for the services C was provided. Despite C’s unfounded allegations, there is nothing illegal in attempting to hold C responsible for her contractual promise to pay for the services she requested and received.

[redacted],
We lost our main biller about 1.5 years ago due to illness. We hired a billing company that was the worst decision we have ever made.  We are in legal action with that billing company. We have a new billing company and have hired additional staff to deal with a company we hired about 1.5...

years ago.  I greatly apologize for the issues you have had. Hiring this company has hurt us and hurt our patients.  Our lawyer has been working on this case for the last 6 months. Again, I am very sorry that we all had to go through this.  We made your bill paid in full. I will have the front desk send you a receipt this week.
 
Again, I greatly apologize.
 
If there is anything that we can do to make this up to you, please let us know.

Our company is currently looking into legal action against the last billing company we hired. This was a third party billing company that we hired to complete our billing.  Unfortunately, this billing company did make mistakes that my company was not aware of until after many months of working...

with this third party billing company.
We sent out letters to our patients after we were legally allowed to leave the contact with this billing company. The letters to the patients were written by our lawyer explaining the issue that we had. We asked out patient to please contact the company (our company) with any questions if they had any in regards to their current balance.  Our company was not aware that the [redacted] family had questions.  We were not notified by the [redacted] family to look into this manner months ago when the initial letters were originally sent out.  I wish that were were able to take care of this matter with the [redacted] family before this complaint was made and before the [redacted] family was sent to collections. 
We also do not have a Jessica at our office. We do have a Jackie that is currently training. She did not provide [redacted] with the appropriate information that he needed to properly look into this matter. She was trying to help.  If [redacted] would like all the correct medical record information, Dr. Samantha M[redacted] will be happy to go over that information with the patient.  
With the above said, Discovery Financial has removed all collections balances for the [redacted] family and have moved their balance to zero, with the credit report to reflect that as soon as it is able.
We have greatly regretted hiring that third party billing company. It has been the worst business decision. It has cost the business and our patients stress and time that should have never happened.
 
 
 
We have had a very professional and efficient billing company that is currently completing their job and duties at 100%.  Again, we have fixed this error and issue with our company, are persuing legal action against the past billing company, and will continue to strive to be the best company we can be to our customers and our employees.

The billing company that we use, and have been using for the past 1.5 years, have every record of trying to contact the patient to get updated insurance without response from the patient.  We did not have her current insurance and have record of contacting her numerous times in order to get the correct insurance. This is all documented through our billing company. We have already summarized this in our last response.  Our billing company are happy to speak on our behalf and show records and all documentation of this as well as the patient not responding to their inquires on this matter.
The other outstanding balance the patient has is for a missed appointment with the clinic.