I am a former Liberty employee who worked in the billing department for a little over 3 years. I am here to let you know that you as well as federal insurance payers are being robbed.
Most patients who have medicare at one point were forced to change their insurances. Many may not have known it was changed, or that you were to let Liberty know.
What ended up happening is that Liberty received insurance denials, did not contact patients to obtain correct insurance and submitted courtesy claims to the address of the new insurance company provided by medicare without any subscriber # for the new insurances.
Around March 31, 2007 most claims that were pending were systematically dropped to the patients and in turn many received bills for hundreds if not thousands of dollars and were forced to pay. You as patients are entitled to a refund. Liberty did not correctly bill your insurance you are not responsible to pay these.
In addition, Liberty's billing system is only set up to Bill Medicare correctly. So any patient who is enrolled in any other insurance besides medicare and has no secondary or supplemently insurances is being overcharged and overbilled. Liberty does not go in and make adjustments to the patient's balance once payment from your primary insurance is received unless a patient is actively aware of how to read an explanation of benefits from their insurance companies.
It was a business decision to not proactively tell their patients they were being overcharged and to not refund or credit the difference between the overbilled amount paid by patients unless a patient requests one. Also, going back to the courtesy billing to the new insurance. In the event that the insurance did pay the claim, no one would work the account and apply the payment correctly to the date of service. It would remain on a patient's account as a credit while the balance to the patient would still remain outstanding.
These credits were then in turn systematically debited from the account and coded as a Bad Debt Recovery to fake the numbers for the Quarterly assessment they provided to the stockholders and that is why all the higher ups are getting bonuses up to 150% of their salary. Meanwhile, Liberty is still forcing or harrasing the patient to pay this already paid balance.
In the event that an insurance company over pays, Liberty will leave the credit on the account and NOT refund the insurance company unless an insurance representitive figures out the overpayment mistake and requests a refund, which in most cases has been applied to this Bad Debt Recovery.
I also want to point out that even though say your Dr. orders you to test 5 times a day but you cut back, Liberty does not need a new Dr. order for you to test less, all you have to do is say so however, the ordering representatives make comission so unless you, as a patient, insist on what you want to be sent to you, they will add on unecessary or excessive items so they can get a sale comission at your expense.
I also want to point out that anyone who has called in to update their insurance, please know that it will not be updated until six months later because employees are not allowed to verify insurance at the time given. So when you speak to a representative and they say they will call shortly, it is an outright lie. They will not call you back until 6 months or 2 orders later and in some cases, the insurance is one that we cannot accept therefore you are stuck with a large sum of money to pay.
I would like to tell you this, if this has ever happened to you just state that you never received these supplies because Liberty will write it off. It is a policy. If a representative gives you a hard time, speak to a supervisor.
I have never in my life worked for such a company where lying and stealing is a requirement, and that is why I am no longer there. The turnover rate for the billing department is astronomical. Employees leave on a daily basis.
Just so you know, there are over a million customers and only about 20 representatives doing the billing and we (well I no longer work there) are being paid peanuts while the executives of the company make so much money its disgusting. We are given 10 cents rasies if we are lucky. We are over worked, under paid, and treated like crap. All the Managers want is for us to lie to you so they can fake their numbers and show that they are making so much money but in acuality all that money needs to be given back to both patients and insurance companies. I pray that this makes it to someone who will heed my words and have this company investigated.
They are ripping diabetic patients (who most are elderly and on a fixed income) and insurance such as Medicare, BCBS, HUMANA, and many more that deal with liberty. I want to apologize to any patient i have ever spoken to while I worked there because 99% of the time I was lying to you because if I told you the truth I would be out of a job.
But now, I am free from their bonds of doom and I am spreading the word. Do not do business with Liberty Medical Supply. They are crooks and do not care about your well being, the only thing they care about is falsifying numbers and robbing you blind.
Former Liberty Medical Suppy Employee