Author Topic: More billing service drama! Advice?  (Read 1116 times)

thatcuteblonde

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More billing service drama! Advice?
« on: May 05, 2009, 08:37:37 AM »
We are taking our billing back from the billing service in two weeks so I went through a days worth of EOBs to get an idea of what's being denied. What I found was extremely troubling. Services rendered by our P.T. billed out under our DC, despite it being clearly marked on the fee slip as the P.T. for the billing provider. Physical Therapy claims billed to Medicare without the necessary modifiers, services billed and paid that no longer exist in their system, patient's claims being billed under the wrong ID numbers, wrong or non existant diagnosis codes billed and much more. In all, there were nine patients who's claims had been denied due to errors.

The scary things was this was only one days worth of denials! So in addition to bringing the errors to the attention of the woman handling our billing through the billing company, I sent an email to the owner of the billing company who my boss had previously been dealing with. His response to me was appalling! He highlighted my statement of 'there seems to be a definative and disturbing patter of errors' and said that he'd appreciate it if i'd refrain from inserting non productive comments into the conversation. That the doctor had expressed his dissasifaction with the woman who'd been handling our account's work and a reitteration from me was not required.  :o He made no effort to assure us these 'mistakes' would not happen again, he simply said to contine to forward them to the woman they would be corrected and resubmitted.

Many of their errors have been on Medicare patients and I'm extremely concerned with their unwillingness to cooperate with us or take responsibility for their actions. I don't feel I should have to double check their work, then be snapped at for voicing our concern. I'm not sure how to handle this, especially since the owner seems so hostile and the woman handling our account for the last year has made no effort to learn from her mistakes and correct these issues, she even sidesteps questions I email her. They insist on handling the collections for the years worth of accounts they billed out so I think asking what their procedure is regarding resubmissions wasn't inappropriate. I'm pretty frustrated and just flabbergasted at how rude they have been. Does anyone have any suggestions on how what to do or how to proceed with them when I'm not getting any cooperation or even respect?

Michele

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Re: More billing service drama! Advice?
« Reply #1 on: May 05, 2009, 12:02:28 PM »
You are in a bad position.  It is absolutely terribly how they are handling this.  I cannot even express how horrible they are treating you.  We have had clients stop using our service for various reasons and we always cooperate to the fullest, handle all concerns, and make the transition as easy as possible.  First of all, that woman should not still be doing the work with all of the concerns/mistakes on the account.  She should have been pulled immediately.  And your account should be not only being handled better, but the past mistakes should be being corrected and you should be sent confirmation that this is being done.  The owner of the billing service is acting very irresponsible by not addressing your concerns and complaints, even if they are repetative. If they had been corrected you wouldn't be repeating them.  When people have a bad experience they tell EVERYONE and he should be very scared. 

I'm not sure what you actually can do, that would depend on what is in your contract with them.  Personally, I would want to bring the billing inhouse immediately.  I'm not sure if that is an option, or if it would violate the contract. 

Good luck.
Michele
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