Please see the attached complaint response Thank you Dear Mr [redacted] ,Thank you for giving Norco the opportunity to respond to your concern A full review of your patient file has been completed Below is a summary of the findings:Our records show that on August 3, you requested a semi-electric hospital bed and chose to pay privately for it December 18, a call was made to the Norco Everett location indicating that you wanted to now use your Medicare and Premera insurance benefits In order for Norco to bill your insurance we had to obtain a Detailed Written Order (prescription) for the semi-electric hospital bed Some delay occurred in obtaining this order, which you were able to assist us with by hand-delivering the completed Detailed Written Order.Once the order was reviewed, the insurance field within our computer system was updated, however, some of the fields were missed, which is why you continued to receive a bill for the semi-electric hospital bed Your current balance of $has been removed and you will no longer receive billing statements for the bed All staff members who were a part of this transaction have been reeducated on the proper process when adding insurance accounts to an existing order.If you have any questions, do not hesitate to contact me directly.Sincerely,Stacey B***, ASQCQACompliance/ QA Program Specialist
Thank you for the opportunity to response to Mr [redacted] complaint In review of the complaint and after researching the account, below is a summary of what occurredMrs [redacted] ordered and paid $for a recliner chair from the Vancouver Norco location on 10/29/ The recliner was transferred from our Portland Location and delivered to her on October 31, It is our company protocol to document all communication notes and scan all hard copy correspondence This protocol would have been followed with the receipt copies and phone call correspondence, however, we have no record of documents Mrs [redacted] stated were sentNeither the Portland, OR Billing Hub nor the Main Office Billing Department in Boise, ID have record of the stated mailings We also have no record of any phone calls received In reviewing the account it appears a duplicate invoice was generated in error, which is why invoices were mailed to her residence Her duplicate account was also sent to collections showing a balance of $2,931.12, which was incorrect Norco has since notified the collection agency and the account has be pulled and closed Mrs [redacted] will not suffer any negative effects on her credit and will no longer received any further invoice statements Norco is deeply sorry for the inconvenience this caused Mrs [redacted] and we believe this is a singular error and that will be remediated with additional staff training
The customer has been in email contact with the branch manager as of Wednesday 8/23/working on a resolution
The customer has been contacted and the billing issue resolved as of today, 8/10/
Please see the attached complaint response Thank you Dear Mr [redacted] ,Thank you for giving Norco the opportunity to respond to your concern A full review of your patient file has been completed Below is a summary of the findings:Our records show that on August 3, you requested a semi-electric hospital bed and chose to pay privately for it December 18, a call was made to the Norco Everett location indicating that you wanted to now use your Medicare and Premera insurance benefits In order for Norco to bill your insurance we had to obtain a Detailed Written Order (prescription) for the semi-electric hospital bed Some delay occurred in obtaining this order, which you were able to assist us with by hand-delivering the completed Detailed Written Order.Once the order was reviewed, the insurance field within our computer system was updated, however, some of the fields were missed, which is why you continued to receive a bill for the semi-electric hospital bed Your current balance of $has been removed and you will no longer receive billing statements for the bed All staff members who were a part of this transaction have been reeducated on the proper process when adding insurance accounts to an existing order.If you have any questions, do not hesitate to contact me directly.Sincerely,Stacey B***, ASQCQACompliance/ QA Program Specialist
Thank you for the opportunity to response to Mr [redacted] complaint In review of the complaint and after researching the account, below is a summary of what occurredMrs [redacted] ordered and paid $for a recliner chair from the Vancouver Norco location on 10/29/ The recliner was transferred from our Portland Location and delivered to her on October 31, It is our company protocol to document all communication notes and scan all hard copy correspondence This protocol would have been followed with the receipt copies and phone call correspondence, however, we have no record of documents Mrs [redacted] stated were sentNeither the Portland, OR Billing Hub nor the Main Office Billing Department in Boise, ID have record of the stated mailings We also have no record of any phone calls received In reviewing the account it appears a duplicate invoice was generated in error, which is why invoices were mailed to her residence Her duplicate account was also sent to collections showing a balance of $2,931.12, which was incorrect Norco has since notified the collection agency and the account has be pulled and closed Mrs [redacted] will not suffer any negative effects on her credit and will no longer received any further invoice statements Norco is deeply sorry for the inconvenience this caused Mrs [redacted] and we believe this is a singular error and that will be remediated with additional staff training
Branch manager spoke with the customer on 11/20/and explained the process and deductibleNorco and the customer have come to an agreeable solution