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Opinion needed on unhappy client

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DMK:
Thank you Linda, that was the piece I was thinking of!  There would be a report showing a credit over and over again.  In CA you have 30 days to refund a patient's money if they've overpaid, unless they indicate that they want to maintain the credit.  Why did they continue to collect more money?  Does the staff have no access to the patient's account?  BTW how did $170 turn into $500 and why would the biller be responsible for repaying money collected by the provider?

Lisa@srts-inc.com:
She was sent multiple reports showing the credit.  The provider continued to take money because she says the patient insisted she would have a balance each visit, even though we told the provider over and over to stop taking payments and refund the patient.

I really needed other billers opinions because I sent a detailed timeline to this provider and showed all of the info we sent her and how she let this balance increase and as a courtesy we gave her a small credit but we received back this nasty letter from her not happy at all.

I really felt we were completely in the right but was so glad to have this site to post and see what other people think.


We are in Massachusetts and I am not sure how many days we have to refund a patient, I need to look into that.
Thanks!

PMRNC:
On YOUR end you only need to document the credit, bring it to their attention.. you can't force the provider to whip out his checkbook. If they are still insisting you are responsible, I would probably dismiss the client according to my contract and if they still pursue it, talk to your attorney. A provider is never happy when he has to actually write a check, however that's not your problem, sometimes as billing companies if we "assume" liability just to make a client happy, you can un-necessarily begin a precedent.  My standing your ground on this issue you are letting the provider know this is not the standard practice and that you cannot be held responsible for their errors or oversights.

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