Loyola University Health System has received your complaint. After thorough investigation, the records confirm that:-Patient presented to ED at 1419 -Triage was performed at 1431-Vital signs were taken at 1433-Nurse with patient at bedside at 1702-Physician evaluation and discussion with Dentist at...
1723-Patient was provided discharge instructions at 1739 and was released. -The facility charge is for a low level-1 ED encounter-$274.00. As patient was registered as self-pay, a self-pay discount was applied leaving the $123.30 balance. Should you have any additional questions, please do not hesitate to contact LUHS. Thank you,Ciara FordhamOrganizational Integrity(708) 216-2036
Thank you for reporting your concern. Please be aware that we are still investigating this issue and will respond to you with details regarding a refund as soon as possible.
We thank you for your communication to Loyola University Health System. Upon further review of your complaint, there is evidence that you provided verbal consent of acknowledgement of our charity program which is witnessed by hospital staff. You are encouraged to contact the Medical Records department at (708) 216-5004 to obtain information which supports the substantiation of your financial responsibility. This matter is now closed. Thank you.
Initial Business Response /* (1000, 5, 2015/10/08) */
Contact Name and Title: [redacted] Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@lumc.edu
Mr. [redacted] presented for care at the Loyola [redacted] Immediate Care center on June 14, 2015. It is not the process of any front...
desk personnel to notify a patient that their services will be covered at 100% by their insurance. Claims for services were billed to Mr. [redacted]'s medical insurance and claims were processed and balances due for claims were applied to Mr. [redacted]'s deductible.
Mr. [redacted] made payments and account balance is currently $0.00.
The collection agency has been notified of the resolution of the balance on the account and if anything was reported to a credit bureau we will have that closed. Mr. [redacted] will receive a letter notifying him that his credit was not affected.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi [redacted]
The fact that you indicate the process of the front desk personnel is considerably different than what I (and others, apparently, if you read the Yelp reviews) experienced at the hospital should be disconcerting and should alert you and the hospital that something is very wrong with the billing. Yes, claims were processed and balances due were applied to my deductible. I then received a second bill that my insurance covered at 0% because they did not think that the bill was appropriate or justified. Again, the issue is that the person at the front desk told me multiple times what to expect from the bill, the hospital refused to stand behind its employees' claims, and instead, are billing me for items that were not agreed to.
The issue remains that the practices at this location from a billing standpoint are not appropriate, I was charged considerably more than what I was told I would be charged, and there is no basis for the hospital not standing behind either a simple mistake, a large gap in communication internally, or an unethical business practice, regarding what patients should expect from visits to this location. Had I been told up front and honestly what the charges would be, or even that there would be no way to know what the charges would be, I'd have just paid the charges. However, that's not what happened. I would like a refund for the amount in question, or I would accept that if someone pulled the audio recordings from when I call in the day prior to service, it would clearly show who is at fault. If the recordings do not reveal what I'm claiming, then I will apologize and drop the claim.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Thank you for notifying us regarding the discrepancy on your account. We have investigated this incident and have determined that the payment from you Flexible Spending was not correctly applied to the appropriate account. The account balance is now at $0.00. The collection activity has been halted....
Should you have any additional questions or concerns, please do not hesitate to contact us. Thank you.
Loyola University Health System has received your complaint. After thorough investigation, the records confirm that:-Patient presented to ED at 1419 -Triage was performed at 1431-Vital signs were taken at 1433-Nurse with patient at bedside at 1702-Physician evaluation and discussion with Dentist at...
1723-Patient was provided discharge instructions at 1739 and was released. -The facility charge is for a low level-1 ED encounter-$274.00. As patient was registered as self-pay, a self-pay discount was applied leaving the $123.30 balance. Should you have any additional questions, please do not hesitate to contact LUHS. Thank you,Ciara FordhamOrganizational Integrity(708) 216-2036
Thank you for reporting your concern. Please be aware that we are still investigating this issue and will respond to you with details regarding a refund as soon as possible.
We thank you for your communication to Loyola University Health System. Upon further review of your complaint, there is evidence that you provided verbal consent of acknowledgement of our charity program which is witnessed by hospital staff. You are encouraged to contact the Medical Records department at (708) 216-5004 to obtain information which supports the substantiation of your financial responsibility. This matter is now closed. Thank you.
Initial Business Response /* (1000, 5, 2015/10/08) */
Contact Name and Title: [redacted] Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@lumc.edu
Mr. [redacted] presented for care at the Loyola [redacted] Immediate Care center on June 14, 2015. It is not the process of any front...
desk personnel to notify a patient that their services will be covered at 100% by their insurance. Claims for services were billed to Mr. [redacted]'s medical insurance and claims were processed and balances due for claims were applied to Mr. [redacted]'s deductible.
Mr. [redacted] made payments and account balance is currently $0.00.
The collection agency has been notified of the resolution of the balance on the account and if anything was reported to a credit bureau we will have that closed. Mr. [redacted] will receive a letter notifying him that his credit was not affected.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi [redacted]
The fact that you indicate the process of the front desk personnel is considerably different than what I (and others, apparently, if you read the Yelp reviews) experienced at the hospital should be disconcerting and should alert you and the hospital that something is very wrong with the billing. Yes, claims were processed and balances due were applied to my deductible. I then received a second bill that my insurance covered at 0% because they did not think that the bill was appropriate or justified. Again, the issue is that the person at the front desk told me multiple times what to expect from the bill, the hospital refused to stand behind its employees' claims, and instead, are billing me for items that were not agreed to.
The issue remains that the practices at this location from a billing standpoint are not appropriate, I was charged considerably more than what I was told I would be charged, and there is no basis for the hospital not standing behind either a simple mistake, a large gap in communication internally, or an unethical business practice, regarding what patients should expect from visits to this location. Had I been told up front and honestly what the charges would be, or even that there would be no way to know what the charges would be, I'd have just paid the charges. However, that's not what happened. I would like a refund for the amount in question, or I would accept that if someone pulled the audio recordings from when I call in the day prior to service, it would clearly show who is at fault. If the recordings do not reveal what I'm claiming, then I will apologize and drop the claim.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Thank you for notifying us regarding the discrepancy on your account. We have investigated this incident and have determined that the payment from you Flexible Spending was not correctly applied to the appropriate account. The account balance is now at $0.00. The collection activity has been halted....
Should you have any additional questions or concerns, please do not hesitate to contact us. Thank you.