From: *** R*** [mailto:***.***@mchs.com] Sent: Monday, October 16, 12:PM To: Customer Relations Subject: RE: Response to Revdex.com Complaint Good afternoon, For the sake of customer service, we have opted to adjust off the balance of this encounterThough this has been sent back to the coding team multiple times who have verified that the coding based on the clinical documentation submitted by the doctor are correct, we wish to reach a mutually satisfactory resolution to this issueAny monies paid by the patient will be refunded in accordance with this adjustmentThe patient will need to allow approximately 30-days for the refund to process as we will need to request a refund check be issued by the client (Mercy Medical Group)Thank you *** R*** Coordinator, Professional Billing Services Mercy Medical Group Chicago & Mount Carmel Hospice Mount Carmel Health System | A Member of Trinity Health East Broad Street, Columbus, Ohio *** *** * *** *** ***.***@mchs.com | www.mountcarmelhealth.com Facebook | Twitter | LinkedIn | Instagram | YouTube Confidentiality Notice: This e-mail, including any attachments is the property of Trinity Health and is intended for the sole use of the intended recipient(s)It may contain information that is privileged and confidentialAny unauthorized review, use, disclosure, or distribution is prohibitedIf you are not the intended recipient, please delete this message, and reply to the sender regarding the error in a separate emailThank youPPlease consider the environment before printing this e-mail
Complaint: ***
I am rejecting this response because:Your office have NOT been in constant contact with my mother, *** *** or with the doctor's officeOn October 2, we were told by *** from the doctor's office that you and *** spoke directly to her, and she informed you that the doctor did in fact use the wrong codingUnlike what *** said, the doctor did perform an Annual Wellness Exam*** said she told you my mother came to the doctor's office in December of for an annual wellness examWhy did you not admit this? Instead of you and *** *** saying the doctor cannot "say she performed a procedure that she did not do," you should clearly be aware by now, after speaking to ***, that a mistake in the coding was madeMy mother has spoken to ***, ***, ***, ***, and *** from your departmentShe has been calling non stop for MONTHS! You nor anyone else from your department has ever contacted my motherI am quite baffled that you would respond to a Revdex.com complaint instead of calling to speak to one of us about this matterAnd according to *** ***, you didn't know anything about this issue and that your department was not going to do anything about this issueThat is not professional at allWe should not have to constantly call you or your department to get this issue resolvedTHEN, your department had the audacity to send my mother to the collection agency as she was making monthly payments ON TIME! No apologies from you about sending her to the collection agency, huh? The representatives from your department even told my mother not to make any payments until this bill is resolved, but I am glad she did not take their advice since your department loves to send patients who pay their bills on time to the collection agency*** *** even accused my mother of lying about the type of procedure the doctor performed on her, as if she (***) was present in the room as well, saying the doctor specifically told her "I did not perform a annual wellness exam on this patient." The doctor's office profusely denied these claims and also said they did not tell *** anything of the sort, which was insane! *** owes my mother an apology for speaking on something she did not have full knowledge of and for lying about what the doctor saidI will be contacting her supervisor, *** ***, for her falsified claimsI have many recordings of the phone conversations from representatives in your office claiming how there was not any communication from your billing department to the doctor's officeThey always said, "we have not spoken to anyone from the doctor's office." So why you would say otherwise? And then you say you received something in September when this bill has been going back and forth since January Please do not say you did something to help resolve this issue because there is record of everything showing you did notI have call logs and phone recordingsPlease show me tangible evidence of your office calling my mother.This case has been "in progress"/ "getting resolved" for monthsAccording to the doctor's office, Dr*** DID NOT tell you or your department that my mother didn't have an annual wellness exam*** from the doctor's office said the doctor put the wrong coding downI am quite baffled that you can respond to a complaint on the Revdex.com website, but you cannot make a courtesy call to my mother explaining how you're "handling this situation?" My mother has tried to contact you numerous of times, and you have done NOTHING and have not respondedThis is the first response from you on this website because it is depicting your company in a bad lightBefore you, there was a Chase, and just like you, he never contacted my mother eitherBecause of ***, we know the status of this issue, and she informed us that she is working with your department to get this matter resolvedYou nor anyone else from your office did not call to say how or when this issue would get resolved. My mother paid this bill off in full and is expecting a reimbursement of $in full
-*** ***
Regarding consumer case number *** Good afternoon, We received this letter on September 20th, and as of October 10th, it has already been closedWe are a third party billing company for the Mercy Medical Group and have referred this case back to the office requesting the physician
review the encounter and re-code as necessaryWe understand the situation and sympathize with the patient and we of course want to resolve the situation as much as she does, however, as a third party company we legally cannot make changes to what services the physician states he/she has rendered to the patientWe have been in active contact with the physician office and are awaiting a newly coded claim, assuming the physician agrees that the initial claim was incorrect, so that we can adjust our billing accordinglyWe have ceased collection efforts for this claim at this time and request that the Revdex.com and patient please allow additional time for review of this matter to a mutual satisfactionThank you *** R*** Coordinator, Professional Billing Services Mercy Medical Group Chicago & Mount Carmel Hospice Mount Carmel Health System | A Member of Trinity Health *** *** * *** *** ***.***@mchs.com | www.mountcarmelhealth.com
From: *** R*** [mailto:***.***@mchs.com] Sent: Monday, October 16, 12:PM To: Customer Relations Subject: RE: Response to Revdex.com Complaint Good afternoon, For the sake of customer service, we have opted to adjust off the balance of this encounterThough this has been sent back to the coding team multiple times who have verified that the coding based on the clinical documentation submitted by the doctor are correct, we wish to reach a mutually satisfactory resolution to this issueAny monies paid by the patient will be refunded in accordance with this adjustmentThe patient will need to allow approximately 30-days for the refund to process as we will need to request a refund check be issued by the client (Mercy Medical Group)Thank you *** R*** Coordinator, Professional Billing Services Mercy Medical Group Chicago & Mount Carmel Hospice Mount Carmel Health System | A Member of Trinity Health East Broad Street, Columbus, Ohio *** *** * *** *** ***.***@mchs.com | www.mountcarmelhealth.com Facebook | Twitter | LinkedIn | Instagram | YouTube Confidentiality Notice: This e-mail, including any attachments is the property of Trinity Health and is intended for the sole use of the intended recipient(s)It may contain information that is privileged and confidentialAny unauthorized review, use, disclosure, or distribution is prohibitedIf you are not the intended recipient, please delete this message, and reply to the sender regarding the error in a separate emailThank youPPlease consider the environment before printing this e-mail
Complaint: ***
I am rejecting this response because:Your office have NOT been in constant contact with my mother, *** *** or with the doctor's officeOn October 2, we were told by *** from the doctor's office that you and *** spoke directly to her, and she informed you that the doctor did in fact use the wrong codingUnlike what *** said, the doctor did perform an Annual Wellness Exam*** said she told you my mother came to the doctor's office in December of for an annual wellness examWhy did you not admit this? Instead of you and *** *** saying the doctor cannot "say she performed a procedure that she did not do," you should clearly be aware by now, after speaking to ***, that a mistake in the coding was madeMy mother has spoken to ***, ***, ***, ***, and *** from your departmentShe has been calling non stop for MONTHS! You nor anyone else from your department has ever contacted my motherI am quite baffled that you would respond to a Revdex.com complaint instead of calling to speak to one of us about this matterAnd according to *** ***, you didn't know anything about this issue and that your department was not going to do anything about this issueThat is not professional at allWe should not have to constantly call you or your department to get this issue resolvedTHEN, your department had the audacity to send my mother to the collection agency as she was making monthly payments ON TIME! No apologies from you about sending her to the collection agency, huh? The representatives from your department even told my mother not to make any payments until this bill is resolved, but I am glad she did not take their advice since your department loves to send patients who pay their bills on time to the collection agency*** *** even accused my mother of lying about the type of procedure the doctor performed on her, as if she (***) was present in the room as well, saying the doctor specifically told her "I did not perform a annual wellness exam on this patient." The doctor's office profusely denied these claims and also said they did not tell *** anything of the sort, which was insane! *** owes my mother an apology for speaking on something she did not have full knowledge of and for lying about what the doctor saidI will be contacting her supervisor, *** ***, for her falsified claimsI have many recordings of the phone conversations from representatives in your office claiming how there was not any communication from your billing department to the doctor's officeThey always said, "we have not spoken to anyone from the doctor's office." So why you would say otherwise? And then you say you received something in September when this bill has been going back and forth since January Please do not say you did something to help resolve this issue because there is record of everything showing you did notI have call logs and phone recordingsPlease show me tangible evidence of your office calling my mother.This case has been "in progress"/ "getting resolved" for monthsAccording to the doctor's office, Dr*** DID NOT tell you or your department that my mother didn't have an annual wellness exam*** from the doctor's office said the doctor put the wrong coding downI am quite baffled that you can respond to a complaint on the Revdex.com website, but you cannot make a courtesy call to my mother explaining how you're "handling this situation?" My mother has tried to contact you numerous of times, and you have done NOTHING and have not respondedThis is the first response from you on this website because it is depicting your company in a bad lightBefore you, there was a Chase, and just like you, he never contacted my mother eitherBecause of ***, we know the status of this issue, and she informed us that she is working with your department to get this matter resolvedYou nor anyone else from your office did not call to say how or when this issue would get resolved. My mother paid this bill off in full and is expecting a reimbursement of $in full
-*** ***
Regarding consumer case number *** Good afternoon, We received this letter on September 20th, and as of October 10th, it has already been closedWe are a third party billing company for the Mercy Medical Group and have referred this case back to the office requesting the physician
review the encounter and re-code as necessaryWe understand the situation and sympathize with the patient and we of course want to resolve the situation as much as she does, however, as a third party company we legally cannot make changes to what services the physician states he/she has rendered to the patientWe have been in active contact with the physician office and are awaiting a newly coded claim, assuming the physician agrees that the initial claim was incorrect, so that we can adjust our billing accordinglyWe have ceased collection efforts for this claim at this time and request that the Revdex.com and patient please allow additional time for review of this matter to a mutual satisfactionThank you *** R*** Coordinator, Professional Billing Services Mercy Medical Group Chicago & Mount Carmel Hospice Mount Carmel Health System | A Member of Trinity Health *** *** * *** *** ***.***@mchs.com | www.mountcarmelhealth.com