Smyrna Emergency Physicians

April 23, Dear ***:This letter is in response to the complaint that we received regarding the above listed complaint numberFirst, let me apologize for not responding sooner, however your letters are addressed to *** *** *** *** and mailed to an
incorrect address*** was a patient of Smyrna Emergency Physicians, PO Box 8750, Philadelphia, PA 19101-I requested, via email, the details of the complaint since we never received the previous notification that a complaint had been filed.I have reviewed the account for *** ***She was seen in the emergency department at *** *** Hospital on December 10, Smyrna Emergency Physicians handles the billing for the physicians in the emergency departmentAccording to the complaint submitted by ***, she was seen as a result of a motor vehicle accident and gave the hospital her insurance information*** *** did not register *** as having *** insuranceTherefore, the *** claim information was not forwarded to our office.Since we did not have the insurance information, Smyrna Emergency Physicians mailed *** a claim form on January 13, with the intent that she would forward it to the motor vehicle insurance that was handling her claimSince we had no response from either an insurance company or ***, we began generating statements to the patient letting her know there was a balance due*** states that she was never notified about her bill, however a patient statement was mailed to her on 2/14/and again on 3/19/2014, indicating a balance dueThese were in addition to the claim form that was mailed to her on January 13, 2014.*** has never contacted our office to provide us with the insurance informationOur phone number and address are clearly printed on all claim for** and patient statementsIf we had been notified by *** that *** was responsible for paying her claim, we would have billed them appropriately.To resolve this issue, according to the complaint, *** is requesting that *** insurance be billedI have contacted *** and was able to obtain the claim number and the address where the claim should be mailedA claim form was mailed to ***, * *** *** ***, GA*** so that they may process this claim.*** is also requesting that Smyrna Emergency Physicians send bills within a reasonable timeOur office has indeed sent her numerous bills indicating a balance due, dating January to the present.Please feel free to contact me at ###-###-####, ext*** if you should have any farther questions or need additional information.Sincerely,

Review: I was involved in a car accident on Nov 22, 2013 and filed a claim with the other driver's insurance company, [redacted] immediately. After the accident, I continued to have issues with my back and went to the Emergency Room at Smyrna [redacted] Hospital. A clerk at the hospital took all of the insurance information and told me she would contact [redacted]. I did not hear from Smyrna [redacted] or Smyrna Emergency Physicians or from [redacted] regarding the bill for my visit to the hospital. Without any notification, I assumed everything had been taken care of. I based this assumption on the information given to me by the clerk at the hospital(that she would contact [redacted] on behalf of the hospital/doctors ) and on the fact that I had received no other messages regarding this bill. Now, almost 3 months later Smyrna Emergency Physicians is demanding payment for this bill that was refused by the payor ([redacted]). Had I known this bill was still outstanding, I would not have settled with [redacted]. Since no one notified me that this bill was outstanding and I was told it would be submitted by the hospital, I had no way of knowing that this bill would become my responsibility. I believe it is the responsibility of [redacted] to pay for this bill because it is directly related to the accident. I also believe that is is the obligation of Smyrna Emergency Physicians to inform me when they are refusing payment on a claim within a reasonable time frame. Omitting information or withholding information is the same as if they lied to me to collect a payment. Please help me resolve this payment issue.Desired Settlement: I want Smyrna Emergency Physicians to contact [redacted] and collect their payment from [redacted]. I would like Smyrna Emergency Physicians to be honest and upfront and contact em about outstanding bills within a reasonable time period. This bill was received 3 months later after I settled with the insurance company.

Business

Response:

April 23, 2014Dear **. [redacted]:This letter is in response to the complaint that we received regarding the above listed complaint number. First, let me apologize for not responding sooner, however your letters are addressed to [redacted] and mailed to an incorrect address. **. [redacted] was a patient of Smyrna Emergency Physicians, PO Box 8750, Philadelphia, PA 19101-8750. I requested, via email, the details of the complaint since we never received the previous notification that a complaint had been filed.I have reviewed the account for [redacted]. She was seen in the emergency department at [redacted] Hospital on December 10, 2013. Smyrna Emergency Physicians handles the billing for the physicians in the emergency department. According to the complaint submitted by **. [redacted], she was seen as a result of a motor vehicle accident and gave the hospital her insurance information. [redacted] did not register **. [redacted] as having [redacted] insurance. Therefore, the [redacted] claim information was not forwarded to our office.Since we did not have the insurance information, Smyrna Emergency Physicians mailed **. [redacted] a claim form on January 13, 2014 with the intent that she would forward it to the motor vehicle insurance that was handling her claim. Since we had no response from either an insurance company or **. [redacted], we began generating statements to the patient letting her know there was a balance due. **. [redacted] states that she was never notified about her bill, however a patient statement was mailed to her on 2/14/2014 and again on 3/19/2014, indicating a balance due. These were in addition to the claim form that was mailed to her on January 13, 2014.**. [redacted] has never contacted our office to provide us with the insurance information. Our phone number and address are clearly printed on all claim for** and patient statements. If we had been notified by **. [redacted] that [redacted] was responsible for paying her claim, we would have billed them appropriately.To resolve this issue, according to the complaint, **. [redacted] is requesting that [redacted] insurance be billed. I have contacted [redacted] and was able to obtain the claim number and the address where the claim should be mailed. A claim form was mailed to [redacted], GA. [redacted] so that they may process this claim.**. [redacted] is also requesting that Smyrna Emergency Physicians send bills within a reasonable time. Our office has indeed sent her numerous bills indicating a balance due, dating January 2013 to the present.Please feel free to contact me at ###-###-####, ext. [redacted] if you should have any farther questions or need additional information.Sincerely,