ComplaintsforOn-Point Healthcare Services

• Initial Complaint

  07/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On-Point Healthcare Services ************* provides billing services for Anesthesia Services of Mid-********. On April 19, 2023 I prepaid for and received anesthesia. On April 26, 2023 my insurance BC/BS approved this claim and determined that I was due a refund. On May 03, 2023, I again received services from Anesthesia Services of Mid-********. On May 17, 2023 my insurance approved this claim and determined that I was still due a refund. Based on the explanation of benefits, I determined that refund to be of $130.74. On June 27, 2023 I spoke with an employee from On-Point who stated I would get a refund check in the mail in 7 to 10 business days. On July 21, 2023, I called On-Point again since no refund had been received. I eventually spoke with a manager, who besides shifting blame and offering excuses, did get Anesthesia Services of Mid-******** to issue a refund check.

  

  Business response

  07/26/2023

  The *************** Officer of our company spoke with ******************** on July 21st and apologized for the delay in refunding his credit balance. In accordance with the client's instructions, policies, and procedures (Anesthesia Services of ************),refunds will be processed when all account balances for the surgeon and surgery center have also paid in full by the insurance company and/or patient for their respective services. Ensuring that the other two providers were paid, involved reconciling payments between the three rendering providers prior to issuing the refund. Once completed, the refund was processed on July 21st.

  To improve our processes and future patient communication following ****************************** frustrations, we recommended our clients implement advance written notification of this policy prior to rendering medical care. Notification will include a sentence specifically stating that any patient overpayments on a particular account may be transferred to other outstanding balances related to their surgery. A patients overpayment will be refunded when all related surgical accounts are paid in full.

  Again,we apologize for the delay and frustration experienced by ******************** during his interactions with our staff. We strive to provide a positive patient experience when dealing with multiple providers and medical claims.

  Customer response

  08/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: They are not making any changes to the way their employees conduct business. They are making recommendations to other companies, that On-Point can't enforce, in an efforts to cover their butts and make it look like they are addressing issues like mine. What about additional employee training, checks and balances or quality control.
  
  Sincerely,
  
  ***************************

  

  Business response

  08/01/2023

  ********************,

  I appreciate your response.  We at On-Point continually focus on trying to improve our processes and have also implemented internal follow-up processes to ensure patient refunds are processed as quickly as possible.  

  In addition to having the clients provide written notice of the previously mentioned policy to their patients, On-Point Services will designate an employee for each client account specifically concentrating on insurance remittance and balances/credits on patient accounts. This employee will report to their manager weekly with any updates or credits due to patients so On-Point services can contact the client to initiate the patient refund process.  

  My name is noted below if you'd like to discuss this matter further, please do not hesitate to contact me at our office at ************.  

  Best Regards,

  *************************

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