ComplaintsforNurse Practitioner Consultants

• Initial Complaint

  09/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My wife, *********, and myself, ********, ******* had Shingles immunization on Jan 20, 2023 at the Nurse Practitioner Consultants Clinic (***) at ********, *******************************************************. We were informed that ******** declined payment for these immunizations on March 17, 2023 and we were billed $400 for the immunizations by ***. We requested that *** send the claim for the immunizations to our supplement insurance. They declined with no explanation provided. Like good patients we paid the $400 by credit card on April 19, 2023.We subsequently called our supplemental insurance and were told the Shingles immunization is covered. Our insurance contacted the *** billing office for filing of our immunization charges and worked out the submission of the claims for re-imbursement. My claim (********) was submitted and the *** received $200 from our insurance on June 22, 2023. That payment has not as yet been refunded to me. But for some unknown reason ********** claim was not filed and again no explanation provided. Our supplemental insurance again contacted *** to arrange submission of my wifes claim a week ago and the claim has not been received by our insurance carrier to date!!! We are left with the painful attitude that once the bill is paid, there is no hurry to file the claims.This is an abuse of the good faith of patients in paying their bills and the total disregard for filing claims to our insurance carrier in a timely manner.We request that *** file my wifes claim for $200 and refund the $400 which will have been paid to *** by our insurance for these services forthwith without further delay.If the names of the persons in the *** billing office with whom we have had multiple conversations and reassurances without effect, are needed, we can provide them.We hope this request can be addressed without any further delays.******** and ********************************* *** Registration numbers:******** #***** ********* #*****

  

  Business response

  09/08/2023

  Hello,
  
  My office had a meeting with patient to address his concerns on 9/7/23, he was frustrated and not understanding the delay in this process.We had inaccurate secondary insurance information on file for the patient, and we did not receive the correct insurance card until 6/15/23. During this process he was in contact with our 3rd party billing team, he was given a verbal on 3/24/23 to please disregard the statement as we are aware of the insurance issue and awaiting a new insurance card to process through his secondary.  Patient ended up paying the bill on 4/19/23 as he said, its the right thing to do, you have a bill you pay it.  This patient and his spouse understandably have frustrations with this and rightfully so, however being that our site is in an independent living facility, pts have updated their information with the facility itself, but not our clinic.  ****** our office manager explained to him that even though he may update information at the facility, our practice is a separate entity and we do not share information unless requested by a resident or if there are safety concerns on the property. Patient was unaware of this, our conversation ended very well, a $200 reimbursement for him, and he was made aware that we are still in process with his spouse. The patient apologized for his BBB review and his frustrations were validated, the patient was informed we may still see a delay in his spouses reimbursement but to please understand that we are working on it and can only move as fast as the insurances allow. ******** has 120 days to process a claim and send to the secondary, which could take up to a year however generally does not.  Patient stated that he will remove his BBB review upon receipt of his spouses refund.
  
  Thank you,

  Lukas Schultz

  Business Administrator

  Nurse Practitioner Consultants

  Customer response

  09/10/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I will expect and await the second refund of $200 pending on the processing and completion of the second claim by the secondary insurance. 
  
  Regards,
  
  *******************************
  
   
  

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