ComplaintsforNations Best Family Health Care, LLC

• Initial Complaint

  06/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I've been a patient at Nations Best for years. Jennifer *** was my primary provider. My ins. has changed. I called to make an appt., gave my ins. info. to the recept. I provided her the required info, she said we do take ***************** ins. She made an appt. for 2/14/2022 at 1 pm. This appt. was to get referrals for wellness, i.e. mammogram, blood work, etc. Arriving on 2/14/2022 I was told there's an $82 charge before Chasity ******* NP would see me. She said I needed to meet my deductible. I was expecting a co pay but paid the $82 so I could be seen. After my visit with Chasity, the recept. handed me all the referrals, bone density, mammogram, and blood work. Approximately 4 days later, I booked all of these appts. On or before the first week of March, I received a call from Nation's Best informing me that I owe an additional $137 as they do not take my ins. When I phoned this office, I gave her my ******** member id and was told my ins. would cover my visit. I explained to the billing dept. that I have scheduled all my appts. The billing dept. said my results would not be read unless I pay the $137. She also said, " this ins. is entwined." I would never have scheduled this appt. if I thought I had to pay out of pocket. Dr. ******* is listed as my primary care on my ins. card but since I have good history with Nation's Best, I wanted to continue my health care with this facility. I spoke to Christy in the billing dept. on May 10th. She repeatedly said, we don't take your insurance. She also stated she didn't have my ******** info. and said she would have her supervisor, Lori contact me the following day to discuss. To date, I have not received a call from Lori. I was misled. I was given incorrect information. I am seeking a 100% refund. The $82 and wave the $137 balance. Nations Best said they took my ins., they do not. I paid money believing my care was in network. I trusted in Nations Best's staff to provide me with accurate information!

  Business response

  07/21/2022

  Business Response /* (1000, 5, 2022/06/08) */ After researching this complaint and reviewing the recorded telephone calls, we discovered that contrary to the complaint, insurance information was not given at the time of the phone call to schedule the appointment. Our receptionist who took the call, went above and beyond to seek approval to see the patient because in September 2021 she self-discharged care with our office because of a change in her provider and insurance. We were not accepting new patients at the time, but made an exception for this patient. When the patient presented at the office for her appointment, she presented a ******** card only and no further coverage was mentioned by the patient. No additional card was presented that listed an assigned primary care provider. We do accept traditional ******** plans. The estimated Medicare deductible amount was collected at the time of the visit. Unfortunately the patient is covered under a federal/state-funded supplemental plan that we do not accept. Each patient at our clinic is required to sign a Payment Policy which states the patient is responsible for knowing their insurance coverage and any unpaid benefits are patient responsibility. Our office filed the claim for the visit in good faith with the information provided by the patient. On May 12, 2022 our billing manager reviewed the account after calls from the patient and in the continued spirit of patient satisfaction, she adjusted off the remaining balance. She attempted to call the patient two times to inform her of this action but was unable to make contact with the patient. We regret that patient is unsatisfied with her experience but feel that our office has made every attempt at patient satisfaction in this case.

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