Business ProfileforJohns Hopkins Pharmaquip

4/21/22 Re: Complaint Case # XXXXXXXX - ***** ******* Dear Lisa, Thank you for sharing the complaint submitted to BBB by Mr. *******. Johns Hopkins Pharmaquip is committed to providing high quality and compassionate **** and services to all our customers. This response addresses the three issues raised by the patient as follows: 1. Johns Hopkins Pharmaquip ceases all attempts to refer my account to a collection agency 2. Johns Hopkins Pharmaquip conduct an internal audit to determine where my payment was applied. 3. Johns Hopkins Pharmaquip applies the payment that I have already made to my outstanding 1. Johns Hopkins Pharmaquip ceases all attempts to refer my account to a collection agency The patient made a payment to a Johns Hopkins (JH) entity for the total balance he was invoiced in the amount of $176.08. Our investigation indicated that this amount was deducted from the patient bank of America account but was not sent to Durable Medical Equipment/Pharmaquip (PQ). According to a discussion with the patient, he claimed that he went onto the patient notebook to pay his invoice but the link he entered and statement ID was from March 2022 and not the current April statement ID. According to the patient, the payment was made and the patient thought nothing more was needed. When he received his April statement that is when he reached out to Pharmaquip and started questioning why he was getting charged for something he paid for.  On 4/13/2022 a private pay collector spoke to the patient several times and had a three way call with Bank of America to try to locate the payment.  On 4/14/2022, the PQ reimbursement supervisor contacted the cash posting supervisor to find out whether the patient’s payment had went through to other Hopkins entities. The PQ supervisor also contacted the private pay collector and advised her to reach out to the patient to assure him that DME would be actively working on locating his payment and therefore will not send to collections. Therefore, Pharmaquip ceased all attempts to refer the patient account to a collection agency. 2. Johns Hopkins Pharmaquip conduct an internal audit to determine where my payment was applied  Johns Hopkins Pharmaquip conducted an internal audit to determine where the patient’s payment was applied  On 4/20/2022 the cash posting supervisor contacted our electronic medical record (EMR) representative to check all of the payment history in EMR and the record indicated that no payment was received neither his name on the JH Med. SV-PRMM Billing on the bank of America statement.  It is noted that when customer call the number XXX-XXX-XXXX it sounds like a fax machine answers.  Our representative got in touch with Bank of America and they said the patient would have to reach out to their credit card company that they used to pay the $176.08 and the merchant service department to have them either trace or reject the payment. Bank of America is not able to provide any other assistance.  The PQ reimbursement supervisor reached back out to the patient and informed him we were still working on his missing payment and he was happy to hear.