ComplaintsforRadiology Associates of Richmond, Inc.

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On February 28, 2024 I paid ******* to Chesterfield Imaging. I was told I could not have my MRI done unless I paid up front. I told them I knew it would not be that amount. After they filed with my insurance, my balance due was ******. ****** for the mri, and ***** for the reading. With this I am due a refund of *******. I have contacted **** at radiology associates on March 19, and he agreed I was due this refund, which he said he would have to contact hca to cut the check, and I could pick up my refund at the office on ***************** in richmond and would be readying about 10 days. I tried calling at the end of March and was told it had not arrived, and to try back at the end of the week. Tried calling April 4, April 5 there was no answer or busy signal at office. On monday April 8, tried to call again. Busy signal. We drove to the office, only 2 workers in the office, **** being one of them. Was told again they still have not received the check from HCA and that their system was down and he could not check on it. As of today, April 29th I have tried calling everyday, only to get a busy signal and the message on the webpage saying they are having phone issues. Please help in resolving this for me, as they are holding up alot of our hsa money.

  Business response

  06/10/2024

  Complaint Response to Better Business Bureau
  
  RE:  BBB Case # ********
  
   
  
  Dear Sir or Madam:
  
   
  
  ***************************, was seen at ***************** Imaging, LLC on 02/28/2024 to have an MRI procedure done.  Center staff reviewed Ms. ******** ********* benefits under her Anthem policy.  The web portal that Anthem uses to view subscriber benefits indicated that her 2024 yearly deductible remaining at that point stood at $1,433.02.  The Anthem allowed amount for the procedure exceeded her remaining deductible. Medical provider offices routinely request that their patients pay the deductible amount at the time of service. ****************** paid $1,433.02 on her visit date.  Our billing office promptly submitted the claim to Anthem. The claim was adjudicated by Anthem and payment was posted on 03/18/2024.  Anthem determined that ****************** had a patient responsibility of $309.80.  I noted a conversation I had with ****************** on 03/19/24, during which I confirmed the Anthem claims payment and that she was entitled to a refund of $1,123.22.  That refund request would be processed thru HCA ******** Services, the accounting entity that issues refund checks on behalf of the imaging center.  The refund request was created by our office on 03/20 and sent to the Center Administrator for authorizing refund requests in excess of one thousand dollars.  The usual turnaround time was 10 -14 business days.  On April 2, a notation was made on the account that ****************** had called and was told that the check had not yet arrived from ******** Services, and that an inquiry from the billing office would be made regarding status. A few days later the billing office experienced a cybersecurity incident that prevented us from conducting normal billing operations for almost five weeks.  I do recall and acknowledge that ****************** arrived at our billing office on, or around April 8th.  I greeted her and advised her of our limitation to perform follow up due to our billing system being shut down.  I did take her contact information and indicated I would research when operations resumed.  Our billing staff returned to the office and were able to access billing records beginning 05/10/2024.   On May 15th, a check in the amount of $1,123.22 was mailed to ******************.  As of the date I am drafting this response, our office has not received any additional communication that the refund check was not received by ******************.
  
   
  
  Thank you
  
   
  
  *********************************, CPC
  
  R A Services, Inc.
  
   
  
  PLEASE BE AWARE THIS REPLY CONTAINS HIPPA PROTECTED INFORMATION AND SHOULD NOT BE PUBLICALLY POSTED

  Customer response

  06/10/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ************************************************************.
  
  Regards,
  
  ***********************
  
  
  
  

• Initial Complaint

  04/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a mommogram done on 02/15/24 at *****************, ***************. On April 1st 2024, I received a bill from Radiology Associates of Richmond, $207.08 ( without my insurance claim) . I called the number on the bill but there is no answer. called the office no answer as well. There is no way to contact to them to update my insurance Information. Other patients had been sent to collections when they cannot contact to the office. I don't live near by the office.

  Business response

  06/10/2024

  Complaint Response to BBB Case # ********
  
  Radiology Associates of Richmond, Inc.
  
  
  
  Ms.  ***************** had a screening mammogram taken on 02/15/2024 at *******************************  Radiology Associates is the interpreting provider for this study.  The billing office submitted a claim in the amount of $207.08 to ***************** on behalf of **************, on 02/20/2024.  ***************** did not process this claim because their claims processing vendor, Change Healthcare, experienced a cybersecurity incident.  Our billing office, similar to other medical providers offices, experienced an extended wait time to resubmit a large volume of claims while ****************** reopened their portal. As of 05/15/2024, Aetna processed and paid for the mammogram claim, leaving zero out of pocket liability for ************** to pay.
  
   
  
  *********************************, CPC
  
  RA Services, Inc.
  
   
  
  PLEASE BE AWARE THIS REPLY CONTAINS HIPPA PROTECTED INFORMATION AND SHOULD NOT BE PUBLICALLY POSTED

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩