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Business Profile

Surgeons

The Surgical Clinic PLLC | Downtown Nashville

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/13/2024

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I had surgery on Nov. 2, 2023 with ***************************************. Prior to the surgery, I called the doctor's billing department and asked if the surgery had been run through my insurance. I was told the claim had been started that I would not have any additional out of pocket fees. On 1/4/24, a bill was issued for $236.81. I've been calling the Surgical Clinic billing center for more than a month and I cannot speak to anyone but customer service reps who cannot help me. I'm continually send to a voicemail for ***************************, which does not accept messages. When I call during normal business hours - Monday through Friday 9am to 5pm - I am told she is either not in or that she has the day off. I cannot get anyone to acknowledge me to begin to resolve this issue.

    Business Response

    Date: 03/19/2024

    The Surgical Clinic (TSC) Revenue Cycle Operations (RCM) Manager called patient on February.27, 2024 to discuss complaint sent to BBB.

    Patient stated she was upset that she received bill after her surgery that was performed in November 2023. Patient further stated she was not treated nicely when she called in after receiving bill.

    It was communicated to patient that financial responsibility would be determined by which claim settles first (facility or MD professional fee) and that there would likely be an out-of-pocket balance to either the facility where surgery was performed or MD office that is based on her insurance companys coinsurance requirements. This was communicated to patient during preauthorization call on October 30, 2023.

    Claim was processed and EOB generated by insurance company stating patient coinsurance portion due to TSC.

    TSC RCM Manager reviewed claim and verified amount due to TSC as coinsurance portion of claim payment. TSC RCM manager additionally reviewed all recorded calls that TSC ********************** had with patient including preauthorization call on October 30,2023. All calls were determined to be appropriate in nature and consistent with the above sated billing process.

    Resolution: Patient owes coinsurance portion balance to TSC.

    TSC RCM manager communicated balance due to patient on March 19, 2024. 

The Surgical Clinic PLLC | Downtown Nashville is NOT a BBB Accredited Business.

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