ComplaintsforTouchstone Imaging North Dallas

• Initial Complaint

  02/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Touchstone imaging submitted the wrong code to ****************** advised I do not have an outstanding balance to Touchstone.Touchstone continues to send me bills Touchstone has been unresponsive to requests to correct .

  Business response

  02/28/2024

  Touchstone Medical Imaging is committed to our patients privacy and to complying with all applicable law pertaining to patient privacy, including the **************** Portability and Accountability Act (HIPAA).  As a result, we are not able to specifically address the Complaint in this public forum.  While we cannot comment directly on patient communications or care, please know that any patient concern related to billing and collections is addressed directly with the patient.  Patients are also encouraged to call the billing department, and may request to speak to a patient experience supervisor.  In the alternative, patients may request to speak to the center manager at the location they received services.

  Customer response

  02/29/2024

  I followed up once again, by reaching out to customer support supervisor. As I in past communications, I was prohibited from speaking with a supervisor or any other individual with authority. I was repeatedly placed on hold as the customer service rep communicated the issues to his supervisor. There appeared to be little knowledge of their assignment violation, nor any awareness of the medicare provider line, or how to resolve their   error through their contractor. I continue to received bills in violation of ******** protocol
  I met my financial obligation , see attached. Touchstone is responsible to correct any  susbsequent errors.

  Customer response

  02/29/2024

  Touchstone continues to send me bills. Touchstone, I paid touch stones invoice  on time and in full.  See attached

  I am not responsible for touchstone claim errors. It is an assignment violation to send me bills.  

  Customer response

  03/04/2024

  I am rejecting this response because:   

  Touchstone continues to send me bills. Touchstone, I paid touch stones invoice  on time and in full.  See attached
  
  I am not responsible for touchstone claim errors. It is an assignment violation to send me bills.  

  Business response

  03/11/2024

  As previously stated, Touchstone Medical Imaging is not able to specifically address the Complaint in this public forum.  While we cannot comment directly on patient communications or care, please know that any patient concern related to billing and collections is addressed directly with the patient. 

  Customer response

  03/12/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  01/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was asked to pay for the total amount of a procedure at the time of service. The amount was much higher than expected based on my insurance website's estimation of the procedure according to my healthcare plan. I questioned the office about why the amount was so high and why it was due today, and they told me it my insurance dictated that number. She handed me the Good Faith ******** as "proof." I paid the full amount and days later called my insurance company to verify that this was correct. The insurance representative said that was not correct, and Touchstone should've billed my insurance prior to me paying anything.

  Business response

  02/16/2024

  Touchstone Medical Imaging is committed to our patients privacy and to complying with all applicable law pertaining to patient privacy, including the **************** Portability and Accountability Act (HIPAA).  As a result, we are not able to specifically address the Complaint in this public forum.  While we cannot comment directly on patient communications or care, please know that any patient concern related to billing and collections is addressed directly with the patient.  Patients are also encouraged to call the billing department, and may request to speak to a patient experience supervisor.  In the alternative, patients may request to speak to the center manager at the location they received services.

  Customer response

  02/18/2024

  I am rejecting this response because:   It does not solve the issue whatsoever. This was a generic message that has nothing to do with my claim. 

  Business response

  02/28/2024

  As previously reported, Touchstone Medical Imaging is not able to specifically address the Complaint in this public forum due to HIPAA and other privacy regulations. While we cannot comment directly on patient communications or care, please know that any patient concern related to billing and collections is addressed directly with the patient.  Patients are also encouraged to call the billing department, and may request to speak to a patient experience supervisor. 

• Initial Complaint

  04/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid $388.20 on DOS for MRI (1/29/22), Acct #XXXXXXX, at Baylor Diagnostic Touchstone Imaging, 3900 Junius St., Dallas, TX 75246 (provider I.D BTDI001). Insurance claim was processed on 2/21/22. According to Explanation of Benefits, Touchstone Imaging was paid & the amount I owed is $54. The EOB indicated the provider is required to send a prior authorization request for the service to AIM Specialty Health (AIM) & patient was not responsible for charges. Touchstone Imaging had been asked to send the request to AIM through their Provider Portal. To this date, the provider has not submitted prior authorization documentation requested. I called to request a refund minus the $54 owed on 2/23/22 & was told the case will be placed in review & issue noted. I received bill for $54 on 3/5/22. I called on 3/7/22 to check the status of the review & was told it was still in review & could take another week. I called again on 3/23/22 & told it was placed on review again. I found out later the insurance had denied reviewed claim again due to required documentation had not been provided. A bill for $54 on 4/4/22 prompted me to call Touchstone Billing & explained the scenario again & was told to have my insurance carrier call on 3-way to resolve the issue once & for all. On the 3-way recorded call, Billing Rep. was asked for the prior authorization needed & gave an authorization # but it was for a CT scan (not MRI) previously done by a different provider so they tried to use a authorization # from another provider. The insurance Rep. stated payment on the claim was made for med/surg supplies but not the MRI itself due to Touchstone Imaging not getting prior authorization for MRI and are required to follow contracted protocol. Insurance Rep. stated to Billing Rep. I had already paid the amount I owed & due a refund as my responsibility is $54. The Billing Rep. stated he will make a note and speak to supervisor. I would like $388.20 payment refunded to me minus the $54 owed.

  Business response

  06/03/2022

  Business Response /* (1000, 5, 2022/05/02) */ Touchstone Medical Imaging is committed to our patients' privacy and to complying with all applicable law pertaining to patient privacy, including the Health Insurance Portability and Accountability Act (HIPAA). As a result, we are not able to specifically address the Complaint in this public forum. As it relates to any of our patients, we work very hard and utilize all available tools to estimate the portion of the exam cost that will be the responsibility of the patient (as opposed to what the patient's insurance company will pay). Further, we attempt to make it very clear to patients that the amount we calculate to be the patient's responsibility at the time of service is only an estimate, and that we will not know the actual amount until the patient's insurance company processes the claim and provides us with what is known as Remittance Advice. Regrettably, sometimes the amount we, and all health care providers, estimate as the patient's responsibility is incorrect. In the event we collect too much from a patient, it is our policy to refund the patient as quickly as possible. In most cases, we are able to automatically refund a patient in two to four weeks after we are notified of how much the patient is actually responsible for by the insurance company. However, in some cases when multiple insurance companies are involved this process can take longer. In any case, if a patient calls us directly and is due a refund, we are able to refund the patient in several days.

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