Proliance Surgeons Inc PS

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Dr H*** personally left me an voice message on 5/expressing his concern and promised to look into the issues and get back to
me. This morning DrH*** called me and apologized for the issue and told me he doesn't understand how the ball got dropped but is looking into it. He also told me what my Healthcare provided was looking for, which was a new X-ray of my knee
Dr H*** is great and my complaint was never against him personally, only against his staff and the way they handled my account.
This complaint is resolvedSincerely, *** ***

Thank you for the opportunity to respond to this complaint. Proliance Surgeons, Inc., P.S., has done a investigation into this billing matter and found that this is an issue with the insurance company. We received partial payment from the insurance company on 1/20/17. A CPT code was corrected and...

the claim was sent to the insurance company to be reprocessed. Payment on the reprocessed claim was not received until August 25, 2017. It appears that when the insurance company reprocessed the claim, they applied $43.95 to the patients deductible and $24.00 to the patients co-insurance. We will call the patient to discuss this matter and direct him to call his insurance company for their official explanation of his benefits.

The physician, clinic administrator and a representative from the corporate office have reached out to the patient and we believe the patient is satisfied with their responses.

Thank you for the opportunity to respond and let me begin by saying that we regret that the patient is unhappy with the care she received. 
The patient was initially seen in one of our clinics on a Friday afternoon.  She was notified at that visit that her insurance required...

preauthorization for an MRI.  Understandably, the patient was frustrated.  We understand from speaking with her insurer that the patient also reached out to her primary care physician and requested that s/he order an MRI.  This second request was a duplicate request and resulted in the MRI authorization being delayed.  The authorization was obtained by Thursday morning and the next available MRI appointment was on the following Monday.  The patient was unhappy that there was not an earlier appointment.  The clinic proceeded to call other advanced imaging centers and an appointment was made at a facility that offered weekend imaging.  The patient was notified of this appointment opening.  The clinic followed up with the patient the same day as her MRI results were received.
Thank you for allowing us the opportunity to respond.  This complaint has been shared with the clinic to allow it to improve its patient communications.
Regards,
Laura K[redacted]