Northwest Gynecology Assoc LLC

Dear Ms. [redacted]: I am writing in response to a letter received from you today regarding a complaint from a patient. The ID #assigned is [redacted]. Without divulging any protected health information, I wish to respond to this complaint. The patient did indeed pay $277.00 up front for a surgical...

procedure as stated in your letter. This was the estimate obtained when we contacted her insurance company and verified benefits. The patient states that her insurance covers surgical procedures at 100%,which is simply not the case. Her insurance company left her a patient responsibility of $53.86. We mailed a copy of the explanation of benefits to the patient, but she filed this complaint before allowing time to receive it in the mail. My staff spent 32 minutes on the phone with her on 10/2/2015 attempting to explain all of this, but to no avail. The patient paid 277.00, owed 30.00 in copayments from prior visits, and 53.86 for the surgery, leaving a balance to be refunded of $193.14. We sent the patient a check along with a print out of her account. The check has cleared our bank. I, of course, have all of the documentation from her insurance company to prove all of the above charges and payments. I am not attaching any of those documents in order to protect the patient's privacy. Thank you for your assistance.
Sincerely,