ComplaintsforEbert Family Clinic

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I need the PROCEDURE CODE in order to file a claim with my insurance company -- Blue Cross. The Office manager told me that they did not use one. Blue Cross said that they have book with codes for everything. The Clinic just will not pick one. Blue Cross has been unable to contact them. I need the Procedure Code that should have been on the Rx for portable oxygen provided by Alpine Air. I can not get one from Alpine Air either. The service was foe 1/5/2023 through 1/24/2023.`

  Business response

  12/27/2023

  Our office responded to this patient's request numerous times via phone and email. Unfortunately, we are a physician's office who refers patients requiring oxygen to the oxygen DME company Alpin Aire. As a physician's office, we do not bill for oxygen, nor do we utilize procedure codes for oxygen. This was explained to the patient several times. The patient asked us to just "pick a code" for a procedure we didn't complete which is considered fraudulent and not something our office would ever do. The patient was directed to speak to Alpin Aire numerous times to obtain the information he needed. After speaking with Alpin Aire on 12/27/2023, our office was informed that a representative from their company (Victoria) spoke to the patient on 12/18/2023 and explained to him that they were unable to bill his primary insurance (Medicare) for acute oxygen needs. They did not have his secondary insurance at the time of the referral to bill which is what caused the confusion on their end. They provided the patient with procedure codes E1390 and E0431 on 12/18/2023. Attached is email correspondence with the patient explaining that we could not provide him with a procedure code. This complaint is unfounded as it doesn't pertain to the actions or lack therof by our company. We did everything we could to point the patient in the right direction towards resolution. There was no further information we could have provided him. Thank you for your consideration.

  Customer response

  12/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.  HOWEVER, NO ONE FRO ALPINE AIR EVER CONTACTED ME!!!.   The procedure codes contained in the response from the Ebert Family Clinic ia everything I needed.  It took a year to get them,

  PS:  Both the Ebert Family Clinic and Alpine Air provided outstanding MEDICAL service.  The office service needs much improvement.

  
  Regards,
  
  George Harenberg

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