ComplaintsforFalcon Urgent Care

• Initial Complaint

  02/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went into Falcon ER for a worker's comp claim on February 15, 2023. Event though I clearly stated that it was a worker's comp claim and I had given them the information for that claim they still wanted my personal insurance card and I gave it to them. Didn't think much of it when a bill came in the mail for the full amount and no insurance information on it. Sent it to my employee's workers comp and they said they would take care of it. Another month and another exact bill. Repeated the process and even called Falcon ER twice (they stated they don't have the correct information) as well as my worker's comp examiner. They are both claiming that the other will not talk to them. I have even called Falcon ER to allow them to discuss this with my examiner twice. I just received a collections bill in the mail yesterday. This is the second time this has been an issue (I had another claim prior to this that finally got resolved with the same hurdles). This should not have gotten to collections and should have been taken care of when this happened almost a year ago. This is now affecting my credit score.

  Business response

  04/01/2024

  So,  I apologize I did not know we received these emails, it went to our spam.

  I just received the mail and was shocked to see this, let's be clear this patient has been to our Facility totaling 7 visits all workers comp and different companies dating back til 10/12/20 to current case 02/15/23. 

  We have 8 different insurances from him, logged in his chart.

  That is correct that we do take the personal insurance if they do not have the insurance/WC and or claim number at the time of service, we also have them sign in with an intake form saying that whatever insurance does not cover the individual is responsible.  I have attached that form to this email and the individual did sign the box saying he understood.

  I also attached another form to the email to take a look at.

  I have no problem working with him and getting the information to take care of this open balance.  Obviously we have billed out multiple times and made multiple calls on his behalf.

  My suggest would to be get with the company that this took place with and get the correct WC number and the correct insurance information and then call our billing team at ###-###-#### and have them file it again.

  Once payment is received we will contact the credit bureau and get his name-off the list.  

   

  Please let me know what else I need to do, as I will follow up and keep the letter I received in the mail.

   

  Thanks,

  Danielle N****

  ###-###-####

• Initial Complaint

  09/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I visited FalconER in April 2022 - provided them with my insurance card. They photocopied my insurance card and collected all of my information before treatment. About a month later, I received a bill for the full amount - with no reference to my insurance company. I called and provided them with the necessary information and they said it would be handled. The next month, the same bill arrived with no mention of my insurance company. I called again - had the same conversation - and was told it would be handled. A couple months went by. I got the same bill. My wife called my insurance company. They had never received a claim from FalconER. My wife had a conference call with the insurance company and FalconER to resolve the matter. Our insurance company provided detailed instructions to FalconER to file the claim. 2 months went by and I got a letter from a collections agency because FalconER still had not filed a claim. I called my insurance company and they said to get a "Super Bill" and file the claim myself. I called FalconER and talked to someone that could not help. I was told I would hear back in a week. It's been 2 weeks and I still have not heard anything and there still has been no claim made to my insurance company.

  Business response

  10/03/2022

  To whom it may concern,
  
  I am writing in regard to the complaint filed against FalconER Urgent Care ( ********).

  
  I am the Practice Administrator here at Falcon,  I personally spoke to **** **** about two and a half weeks ago.  He was very irradiated and stated that he had called several times and that he is still having issues.  The issue was that his insurance was not receiving the bills from our facility and then he was turned into collections.  I assured him that I would personally speak to the billing contact that I know and that I was sincerely sorry and I understood his frustration since it has been going on since April 2022.  I also, told him I would get in touch with the collection agency and get him removed as this shouldn't have happened.

  
    Our policy for the billing is to submit 3 times to insurance and then mail it out if after 3 mailed-out statements we don't receive a payment that is when we turn it over to collections.  But in his defense he is having so many issues it's the least I can do for him.  He was removed from collections and I also spoke to **** and told him he was removed and my billing team was working on this.

  
    On Friday, Sept 30, 2022- I received an email from the BBB that **** **** had filed a complaint.  I then emailed him all the times we attempted to bill out to his insurance, I also called the billing team.  The billing team called him personally and gave him exactly what he requested to try to help him.  I feel terrible that ****, has gone through so much trouble.  However, I myself can't do much here at the office as we outsource our billing team.  But our billing team has also, given him what he requested and also gave him a personal cell phone to call for any more questions or concerns he has.
  
  I believe that we have tried our very best and that we would do this for anyone. Please if there is anything else that I can do or clear up please let me or my team know.
  
  
  Thanks,
  Danielle
  Practice Administrator 
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