Pennsylvania Oral & Maxillofacial Surgery, Ltd.

This letter is in response to complaint ID# ***The patient's account was unpaid and sent to collections December 2, 2014, Our office received a phone call from the customer December 15, requesting to make three partial payments on December 15, 2014,
January 16, 2015, and February 13, and to have the account put on hold with the collection agencyThe account was immediately put on holdThe first payment was received immediatelyThe second payment was received January 19, 2015, and the third payment was received March 2, At the time the arrangement was made, it was not communicated effectively within our office that the service charge usually associated with collection accounts was being waivedAs a result, after the third payment was received, the collection agency continued collection efforts on the remaining service charge.The customer called the office March 17, 2015, and stated the account had been paid in full (per the payment arrangement made in December)While trying to research the account and the notes associated, the customer was asked exactly how much was paid and the dates to ensure that all payments had been applied to the account accuratelyThe customer stated she didn't appreciate being asked any questions and initially requested a call back within an hour notifying her that the account balance had been satisfied arid collection efforts would ceaseThe customer then changed her mind and requested a letter in writing notifying her that the account balance had been satisfied and that Collection efforts would cease.After the phone call, the account was researched and our office staff cleared up the miscommunication about the service chargeThe collection agency was immediately notified that the account balance had been satisfiedOn March 17, 2015, a letter was sent to the patient apologizing for the miscommunication and advising that the collection agency had been notified, along with a $statement.If you have any questions or need additional information, please contact me at ***Thank you in advance for your assistanceSincerely,
Tara H***
Director of Billing Department
Pennsylvania Oral & Maxillofacial Surgery