Complaints

• Initial Complaint

  01/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was seen at the Belton, MO in Sept of 2021. Following reported mistreatment by the physical therapist and being over charged by the office. I terminated my remaining appointments and spoke with management (********) at the Lee's Summit facility. ******** was difficult to reach and did not return phone calls. ******* became the "middle man" for correspondence. Following investigation and waiting on all claims to clean insurance between the end of Sept and beginning of Oct, it was determined that I was due a refund. In light of the situation, I was informed via email on 10/6/2021 by ******* that I was due a refund of "X" amount AND she was submitting a request to have $60.21 credited to my account for all the trouble. I did not hear back from *******, ******** or Exos until January 22, 2022 when I received an invoice for $60.21. There were no invoices sent in Oct, Nov or Dec of 2021. I called the billing number and was informed there were no notes regarding a credit. I sent them the email I had received from ******* on 10/6/21. I called ******* and requested ******** call me on 1/24/2022 - no response. I emailed ******* and forwarded the email from 10/6/2022 and again, requested a phone call to be made to me on 1/25/2022. I am typing this at 12:33pm CST and no attempts to contact me have been made. I want this issue cleared up and treated as priority!

  Business response

  02/18/2022

  To Whom It May Concern;
  This letter is in response to complaint ******** by our former patient at Exos Physical Therapy in
  Belton, MO.
  She attended 5 physical therapy sessions on the dates of 9/7/21, 9/10/21, 9/14/21, 9/16/21, and
  9/21/21. At the time of her first visit benefits were reviewed with her, and she signed to acknowledge
  her responsibility. Her benefits included 60 physical therapy visits, of which she had used 28. At the time
  of her first visit she had met $1,372.53 of her $2000 deductible. **** reimbursement is approximately
  $110/visit, which we collect at the time of service. Once her deductible is met she would then be
  responsible to pay towards a 20% coinsurance until her OOP Max of $5000 is met. She had met
  $1,936.31 towards this OOP at the first date of service.
  $110 was collected at each DOS to go towards the deductible (total of $550 putting her at $1,922.53 per
  our records). The patient expressed that she believed she had met her deductible at the last visit on
  9/21/21. She then became angry at our office staff stating that it was their responsibility to keep track of
  her deductible, despite it being explained to her at her initial visit that it is the patient’s responsibility to
  let us know if they meet that prior to the first amount we have when we call to confirm benefits. The
  office staff relayed this to our business manager who proceeded to promptly to refund $110 on 9/24/21,
  after speaking to her on the phone for over 30 min. She was refunded another $110 on 9/27/21, and she
  sent an email explaining, in addition to information on a further refund. At that time it was explained
  that her claims had been processed and she would receive a refund check. She was sent a refund check
  on 10/6/21 for $82.84, which she cashed and cleared on 10/25. We also agreed to write off her portion
  of the remaining bill after this date $60.21 (the coinsurance that she would be responsible for). The
  write off was missed by our external billing department and the patient received a bill in January of
  2022. I spoke to her on Wed 1/26/22 after our business manager contacted me stating that on Monday
  1/24/22 she had received a bill and was upset. We talked to our external billing company to confirm that
  they were indeed going to write of her balance. A zero dollar balance was relayed to her via email by on
  1/31/22. I had just returned from maternity leave when I returned her phone call and the patient
  proceeded to yell at me during our phone call about a delayed return phone call from myself and that
  no one explained my personal leave to her.
  Throughout all of this *******, our business manager, kept me informed of all information and refunds
  that were being given. I was also BCC on all correspondence. Because the patient was being taken care
  of appropriately there was not a need for myself to become further involved. I believe that our business
  manager went above and beyond to resolve her complaints, refunding her for services rendered and in a
  timely manner. The only misstep was the miscommunication and missed ticket in our billing system to
  not send her a bill, which she mistakenly received in January but did not have to pay. I have included
  
  attached emails, checks, payment logs and other information that supports the timeline above. We also
  always strive to prioritize our patients, which we were doing by ******* covering a front desk and myself
  covering for a therapist one of the times that she called, which is why email correspondence was also
  used. I do not believe that it is my duty or that of any of our staff to be yelled at, which this patient did
  to me, our business manager and our front office staff while getting this all resolved. Please let me know
  if you have any further questions regarding this matter. Thank you.
  
  ******** ******** *** **** ***
  Director of Physical Therapy Operations
  EXOS Physical Therapy
  **** **** ****** ***** ** ******** ** ***** ******************************

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