Service and Warranty Policies:
  • Rental Equipment: Customers are responsible for routine maintenance and cleaning of rented equipment to the instructions provided during the initial set-up.
  • Purchased Equipment and Warranties: New equipment is subject to manufacturer’s warranty. Refer to the warranty information provided to you at the time of purchase. All warranties will be honored under applicable state laws.
  • Service and Repair: Service or repair on equipment purchased from our company that is not covered or no longer covered by the manufacturer’s warranty will be subject to current labor charges. The customer will be informed of their responsibilities regarding the ongoing care and service of the equipment, and will be provided with maintenance instructions on how to obtain any service required. All service and repair must be scheduled by calling the office during regular business hours.

Collection Procedures for Delinquent Patient Accounts:

It is the policy of Clock Medical Supply to inform the patient about their financial responsibilities associated with all insurance programs including Medicare. We strive to ensure that the patient understands and accepts their responsibility for payment of any non-covered goods or services or overuse of said items. They are also made aware of all partial payments due on covered items whether from co-insurance or deductible amounts not paid by insurance.

  • - Patient balances that are in arrears, regardless of payer source, are checked for eligibility for billing with the Medicaid program for their state. If the patient has Medicaid eligibility, we must bill Medicaid. We cannot collect from any patients that have Medicaid unless it is stated on the Remittance Advice.
  • - If the patient does not have Medicaid, make sure that all insurances the patient does have, have been billed.
  • - The balance on the statement is dated based on the final denial, payment, or other action on insurance billing. Once all insurance options are exhausted, the invoice is created and is due Net 30.
  • - If the balance is truly due by the patient, a phone call will need to be made to the patient or his/her responsible party. Make sure the individual responsible for the bill fully understands why the balance is their responsibility (if it is an amount applied to deductible, co-insurance, etc.).
  • - A Statement of Account is generated on the 15th of each month with a list of invoices and the amounts due. A statement is generated every month from there on out until all invoices are paid.
  • - On Statement Day, a finance charge of 1.75% is added on all amounts that are over 60 days old. Since the invoice is now more than 60 days in arrears, a call is made in effort to collect the balance remaining on the statement.
  • - If they are unable to pay the balance they will be given a list of possible financial resources. They will also need to fill out a Hardship Statement in order to verify financial position. A monthly payment plan may also be arranged with Administration.
  • - If all of the options are exhausted and the patient cannot pay the balance due for the invoice, a bad debt write-off will be created and the account will be brought back to a zero balance.

Patient Complaint Policy:

The patient/client has the right to lodge complaints without fear of recrimination or reprisal, and to know the disposition of complaints. The organization has the responsibility to respond to those complaints promptly and to resolve complaints whenever possible to the satisfaction of the individual.

Patient Complaint Procedure:

Objective: To provide patients/clients with a mechanism to have their complaints resolved in a satisfactory and timely manner, and to provide the company with a mechanism to identify trends in complaints that should be addressed on a company wide basis.

  1. The billing manager shall be responsible for administering the complaint process.
  2. Resolution of complaints is to be given the highest priority and the goal is always to resolve the complaint to the customer’s satisfaction.
  3. The company shall maintain a “Complaint Log” for the purpose of documenting receipt, response and resolution of complaints. This log is kept in the bookshelves on the west wall of the billing office.
  4. Staff shall be instructed that all complaints (those events that result in serious dissatisfaction with the organization) shall be reported to the billing manager and staff shall enter these in the Complaint Log.
  5. Complaints will be documented into the Complaint Log within 5 days of receipt of complaint.
  6. Patient will be notified by manager/supervisor that complaint was received and that fact will be recorded on the Complaint Log along with the method of notification within 5 days of receipt of complaint.
  7. The patient/client shall receive a written response to the complaint within 14 days of submitting the complaint.
  8. All items that are reported denoting serious dissatisfaction including Patient Satisfaction Survey responses that have negative comments or rate services as poor are to be considered complaints and be included in the process.
  9. Upon receipt and documentation of the complaint, the Director shall initiate a recovery process to include the following:
    • Notification to the complainant that the complaint was received and is being reviewed.
    • Investigation of the circumstances including gathering additional information through patient and staff interviews, documentation review, billing reports, etc.
    • Evaluation of the circumstances and formulation of a plan for resolution.
    • Notification to the complainant of the resolution of the problem by phone, mail, or both.
    • Documentation of the steps to resolution in the Complaint Log.
  10. If the complaint investigation reveals any occurrences that constitute a reportable incident, and incident form shall be completed.
  11. The Complaint Log shall include the following:
    • Name of the complainant
    • Relationship of the complainant to the patient/client
    • Date the complaint was received
    • Detail of the nature of the complaint
    • Plan of action to effect recovery
    • Documentation of steps taken, including conversations, additional information gathered, etc.
    • Follow-up action taken
    • Date notification of complaint and resolution including methods
    • Documentation of notification of the complainant and the patient/client