September 27th, 2017
To Our Valued Patients and Clinicians,
Last Thursday, we identified a serious issue with our most recent round of billing statements that are
automatically generated by our billing software. A good number of these statements contained inaccurate
balances associated with the tests we run for compliance monitoring.
After an extensive internal audit, it was determined that the root cause of the issue stemmed from recent
coverage and coding changes to compliance monitoring by many of the largest commercial insurance providers.
These changes adversely affected the coding logic that drives our automated billing system.
We sincerely apologize and accept full responsibility for the frustration and grief this may have caused you. To
address this issue, we have updated our systems with the proper coding logic and will be reaching out to those
that have been affected with a revised statement and a copy of this letter.
Additionally, we invite any patients that have questions about the coverage of our services or the accuracy of their
statements to contact us directly for assistance. It has always been our policy to exhaust all appeal opportunities
to minimize our patients' out-of-pocket costs. Unfortunately, many of the commercial insurance providers withhold
critical reasons for denial as well as change the usage of denial codes without notification. This restricts our
ability to properly appeal these claims and increases out-of-pocket costs to patients.
America's healthcare system is complicated, and at times dysfunctional, but we promise to continue to be
advocates for our patients and clinicians, so that everyone may have access to diagnostics tests where quality is
not compromised for profitability. Thank you for sharing in our vision and continuing to support us!
Chief Business Officer
213 W Chestnut Ave
Monrovia, CA 91016