Abington Memorial Hospital

Revdex.com:Thank you very much for contacting Abington memorial hospital and helping to resolve this issue I have reviewed the response made by the business in reference to complaint ID [redacted] I see it is mentioned in the response that I had eloped from hospital without taking service, this is completely incorrect statement I informed the nurse and explained my problem after waiting hours They said I can leave if I want and i'll not get bill since I am leaving without seeing the provider.I am okay for this responseAnd, thanks again for resolving this matter

June 28, 2016Dear [redacted] ***,Thank you for sharing the customer's experience regarding the above identified ID#On behalf of Abington Hospital-Jefferson Health, I apologize that we did not meet the patient's expectationsconcerning our clinical and billing practices.The patient was indeed seen in our ER department on 3/17/When a patient is seen in the Emergency Room, they are initially triaged by a nurseOur current practice is to assign an ER Level if the patient is seen by a provider (MD, PAC, etc), other than the triage nurseWhen a patient leaves without seeing a provider, generally no ER Level is assigned.In this case, it is true that the patient had left (eloped), but not until after he was triaged and subsequently seen by the MD extender (PAC), and at least partially completed an evaluation of the patient before the patient left, which would them qualify for an ER Level charge based on our criteriaThis is why the patient received a bill for his services.That being said, based on the fact that the patient left prior to the completion of the exam, in addition to our failure to capture the patient's insurance, despite the patient's assertion that he contacted us multiple times to supply said information, a one time adjustment of this patient's hospital ER visit will be adjusted for customer satisfactionThe patient's balance is now zero,I hope that this outcome is acceptable to the patient, and if you require anything else regarding this issue, please do not hesitate to contact me.SincerelyPatrick CDirector-Patient Services Center

After a hour wait in the ER I was finally called to a room where the bed had yet to be disinfected or changedFollowing that I met my attending ER Physician on 02/04/around 10pm by the name of Melinda, who from the start treated me as if I was paperwork that need to be pushed asideComing in for a Crisis from depression she refused to refill my medication for sed medicationAlso telling me to go to my primary care provider for them, when a lack of my medication can cause vomiting, seizure, and possibly deathThey then asked for lab tests in which we agreedThe Doctor then told me to go to the bathroom and urinate, which I had already done before I left the waiting roomShe stated and that I needed to go nowShe stated to my mother and I quote " Oh he's a guy he can squeeze some out." I then asked for water to fulfill her wish she refused as wellAfter insisting, multiple times I told her I don't have to urinate I just wentShe began to upset my family and myself causing me to have a nervous breakdownIn which, she sent other Doctors to my room, they we kindYet did not provide me with any information about the hospitals legal departmentI believe that allowing a patient that is crying and breaking down because of a doctor, and that doctor to offer no help is unethical and illegalI've been to Abington many times but the experience was so bad that I would never go to Abington Hospital even if I was dying

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

March 3, 2015Dear MS. Butts,
Thank you for sharing the customer's experience regarding the above identified ID#. On behalfof [redacted] Hospital and our Emergency Room (ER) physician billing group, I apologize that we did not meet the patient's expectations concerning our billing...

practices.The patient was indeed seen in our ER department on 4/3/2014. When a patient is seen in the Emergency Room, they receive bills from the hospital, as well as a separate professional bill for the ER Physicians Group, The bill in question that went to collections was the professional billing, not the hospital's bill. 
Contact has been made with the collection agency that handles the ER professional billing and the account will be removed from collections.
When a patient is registered in the hospital, an electronic record is sent to the professional billing office with demographic and insurance information, and generally they are in synch with each other. Upon review of the history of this account, it seems that the original supplied worker's compensation information was incomplete. The hospital had to contact the patient directly for the additional information. I believe this same incomplete information may have lead the physician billing group to also remove their worker's compensation information and bill the patient directly. Unfortunately, the physician group never received the corrected worker's compensation information that the patient supplied to the hospital, and they continued to pursue the patient for the additional information. Having not received the corrected insurance information, they then billed the patient.
If you require anything else regarding this issue, please do not hesitate to contact me.
Sincerely,Patrick C
Director – Patient Services Center

Recently I did MRI of my back due to extreme pain. After 2 weeks, I have called the doctor's office for a copy of it and had a hard time get it because the doctor did not review it yet and the person who answered my call did not want to release a copy to me. This is so upsetting that I have to wait for the doctor to review it. I need a copy and should not have to wait for the doctor to review it who is taking too long to do that.

Nothing is easy with Abington Hospital. Scheduling MRI is not easy, changing date of appointment is not easy. Can someone look into this and fix it if you want patients to come to you.

June 28, 2016Dear [redacted],Thank you for sharing the customer's experience regarding the above identified ID#. On behalf of Abington Hospital-Jefferson Health, I apologize that we did not meet the patient's expectationsconcerning our clinical and billing practices.The patient was indeed seen in our...

ER department on 3/17/2016. When a patient is seen in the Emergency Room, they are initially triaged by a nurse. Our current practice is to assign an ER Level if the patient is seen by a provider (MD, PAC, etc), other than the triage nurse. When a patient leaves without seeing a provider, generally no ER Level is assigned.In this case, it is true that the patient had left (eloped), but not until after he was triaged and subsequently seen by the MD extender (PAC), and at least partially completed an evaluation of the patient before the patient left, which would them qualify for an ER Level charge based on our criteria. This is why the patient received a bill for his services.That being said, based on the fact that the patient left prior to the completion of the exam, in addition to our failure to capture the patient's insurance, despite the patient's assertion that he contacted us multiple times to supply said information, a one time adjustment of this patient's hospital ER visit will be adjusted for customer satisfaction. The patient's balance is now zero,I hope that this outcome is acceptable to the patient, and if you require anything else regarding this issue, please do not hesitate to contact me.SincerelyPatrick C. Director-Patient Services Center

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

Revdex.com:Thank you very much for contacting Abington memorial hospital and helping to resolve this issue.
I have reviewed the response made by the business in reference to complaint ID [redacted].   I see it is mentioned in the response  that I had eloped from hospital without taking service, this is completely incorrect statement.  I informed the nurse and explained my problem after waiting 4 hours.  They said I can leave if I want and i'll not get bill since I am leaving without seeing the provider.I am okay for this response. And, thanks again for resolving this matter.

11/25/14
Dear [redacted],I am writing in follow up on the complaint regarding our billing of services to the Complainant and his outstanding liability.I have attempted to contact the patient via phone and was only able to leave a message for a return call. I did also email...

the patient with more detail and he has since responded as follows:"I really appreciate the consideration you have made. I am satisfied with the resolution."I will summarize below the basis for the initial balance due and an adjustment that I will process towards the patient’s outstanding balance,1) The initial balance due of $2,259.39 is based upon what the patient's insurer pays us (not our charges) and the fact that he has a high deductible that has not been met, per his insurance policy.2) In reviewing our reimbursement from the insurer for the services, it was noted that the reimbursement is a bit higher than what we would have received if the tests had been done at our sister hospital, instead of [redacted] Hospital. While this is not normally the case, it is in this scenario for the one test that was rendered.3) So, I am going to reduce the patient's deductible amount due from $2,259.39 to $1,255.00. This is a 45% reduction.4) With the deductible reduced to $1,255.00 and patient payments to date of $375.00, the current outstanding balance due is now $880.00.5) The patient was offered the ability to spread out his payments, up to a 6-month max time period, and to contact a Patient Service Representative to make such arrangements.6) The patient can also go online to make payment towards the $880.00. We accept all major credit cards and this will allow the patient to spread out his payments for a longer period, if necessary.Sincerely,
Kim R
Executive Director, Revenue Cycle Operations

Dear Representative Revdex.com;[redacted]'s complaint is that he was sent to a collection agency for amounts due to our facility after his insurance paid without him ever receiving a statement from us. We do acknowledge that his statements went to the incorrect address and apparently were never forwarded....

The older bill was from 2014 and the driver's license provided to us and on file was apparently a former address. The more current claim from 5/15 was totally the fault of our employee transposing numbers in the zip code, which created an entirely different town. We apologize for the inconvenience this caused. It would have resulted in a reprimand to the employee; however they are no longer employed by us. The Manager of the area has agreed to use the example as a training tool for her staff on how seemingly minor mistakes can cause such issues to our patients and families. Thank you for bringing it to our attention, would like to assure you that our agencies do not report to any credit bureau they are strictly an extension of our billing department.Sincerely,Mary S.Director Patient Financial Services

Review: I was approved for surgery by my orthopedic doctor who also performed the surgery at the hospital and am now being billed incorrectly for costs that should have clearly been covered through healthcare and precertification processes. After prompt and repeated attempts on my behalf to provide the hospital the requested healthcare information, I continue to be harassed with form billing and now have been threatened to be placed into a collections agency. My account number is [redacted], and I was covered with [redacted] and Medicare during the dates of service. I provided my information for the account for several of the previous bills, yet the billing department continues to revert this bill to "SELF PAY" and no insurance on file. This has been going on for two years, and I now feel I need Revdex.com assistance in resolution. Thanks!Desired Settlement: I simply want the billing to be adjusted to reflect my coverage that was in place at the time through [redacted] and/or Medicare. How could I be approved for such a large non-emergency surgery bill without receiving some sort of notification or flag from the business office?

Business

Response:

11/26/13

Dear **. [redacted],

I am writing in follow up on the complaint regarding our billing of services to the Complainant. As I write this letter, we are continuing to assist this patient in resolving her issues between her two insurance companies: Medicare and [redacted]). Neither insurer will pay for services until the patient herself responds to their queries related to her Coordination of Benefits (COB) and how many employees were covered under her insurance group plan at the time of service.

If the employer covered less than 20 employees, as [redacted] alludes, then [redacted] is not primarily responsible for payment of the services; it is Medicare. If the employer covered 20 or more employees, as Medicare alludes, then Medicare is not primarily responsible for payment of the services; it is [redacted]. See the attached grid of when Medicare would pay first and when not.

We have had numerous conversations with the patient and informed her that the insurers want this information from her and they will not accept the information from the hospital. We’ve had 3-way conference calls with the patient and insurers to try to get her to understand what is needed. On her behalf, we have contacted her employer asking that they assist in validating the number of employees on the coverage plan during 2011.

We have high standards for our staff and our desire to assist all patients in obtaining payment for services rendered. We regret that at times, it is the patient who is the only one that can facilitate the payment, as the insurer may not be willing to deal with the facility and insists that the patient be the one providing the backup data to support the coordination of benefits.

While this issue is still not resolved, we are continuing to help the patient understand her responsibility in getting her two insurance carriers to clarify who is the primary insurer. Until this is resolved, the patient is financially liable for the unpaid balances. Unfortunately, this case is from 2011 and, if the COB issue is resolved, the hospital might not get paid at all due to timely filing requirements of the payer.

Sincerely,

Review: I have recently had many charges by this hospital. They have sent many bills. Apparently they have been sending duplicate bills which I paid. They had not told me they were duplicates. I was reviewing my paid bills and found three bills with duplicate account numbers and amounts. I just received another big bill (over $1000). I called to find out why they have not sent back any of my checks or reversed the debits from my account. (they were paid via computer by me and therefore debited my checking account). They said oh, they also have identified another overpayment. It is their policy to just apply overpayments to new charges. They have not identified the amount of overpayments.

I know this is illegal and they need to refund the overpayments. Each charge is against a different "account". Since I paid these bills referencing which "accounts" they pair with, they need to send back duplicate payments.

Abington hospital received those payemtns in September and October. I just received the big bill in November. How many other payments have I made that they duplicate billed for?

I want them to refund my duplicate checks. All of them. I am not allowing them to "apply" my checks to new charges. I will pay new charges with new payments referencing appropriate account numbers.Desired Settlement: I want them to inform me how many duplicate checks they have received for the last three years. I have no confidence this is just a recent thing. I want a refund check for overpayments with their corresponding "account" numbers. I cannot pay them any open bills until I receive this because I have no idea what I really owe them. They will have to follow their own system, and return checks that were duplicates, and then I will pay any new valid charges.

Keeping my funds without my agreement is illegal. They bill by account, they cannot then apply my funds to other accounts.

Business

Response:

December 5, 2013

Dear Representative Revdex.com:

Regarding ID [redacted]

The patient did over pay the open balances on several accounts. We send a statement approximately every twenty one days. Statements were sent to her on 9/25/13 and 10/14/13 for example. They have slightly different messages on them so that the patient knows it is a second notice for a bill not paid. The account number is unique for each hospital encounter. She paid the same bill on 10/17/13 and 11/4/13.

I think the confusion may have been because she owed the same amount on several different services for different dates.

We do have a staff person who works "credit balances". Our policy is to do a refund or transfer the balance to an open patient balance for the same guarantor within 30 days of identification. We have applied her over payments to her large open balance on another account. We are happy to review all of the patient's accounts. Our Patient Service Center did reach out to the patient, but she has not called us back.

Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: No statement of all of my open bills is ever given. I picked up the double payments after double checking my payments. I picked up that I had paid too manyl. They never notified me. They wanted me to pay the whole open balance. If I had paid the whole open balance they would never have refunded or applied my duplicate pays. I get it. They want you to pay each balance in full with each account number (each visit is considered a different account number), but then they never let you know that you overpaid. The overpayments were made before the big bill was billed. What, were they clairvoyant? They knew I was going to have a big bill in November? After I called to find out why I was not refuned, she said she would apply it to the open bill.

They can apply it to my open bill but they need to send me a statement saying it has happened. I will pay that bill short the duplicate payments but mark it paid in full.

If I had not called they would not be crediting me with the duplicate payments.

Regards,

Business

Response:

December 20, 2013

Dear Representative Revdex.com:

Regarding ID [redacted]

Patient complaint because over payment was not picked up until her call is being addressed. As stated before we do have a staff person who works on identifying insurance and patient overpayments. Often a patient overpayment on a non government recipient is not identified immediately without a trigger event such as a phone call. We have tried to contact the patient on two occasions to see what information she needs to feel that the accounts are resolved other than the balance due on the most current account. She has not responded to our calls. I am sending her information regarding where the overpayment transfers went, in hopes that is the information she is looking for.

Sincerely,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I paid the balance of the bill. It is interesting that they cannot tell a bill was overpaid unless the patient calls.

Regards,

Review: ABington Hospital has, literally, harassed myself and everyone I know, since a few years ago. I have received phone calls from all different types of collection agencies because of this company, but the worst is, what I beleive to be thier own collections agency. I am unable to find the information on this company at the moment. The debts they claim I owe, I do not owe. They have been agressive, verbally abusive, condescending, rude, etc. My heart drops everytime I see one of thier collection agencies call. They call everyday. My voicemail is usually 100% full because of them. I have talked to them, tried to reason, told them they can not call me, told them it is illegal for them to call me after I had asked them not to and certainly illegal to harass, and to harass on a debt I do not owe. They have cursed at me, demanding a credit card number time and time again. Its just absurd that they would put this much effort into a false claim for a few hundred dollars. On top of this, they have taken over every primary care physicians office and hospital around. Now, everything abington affiliated not only collects copay and insurance pay, they bill you afterwards as well. I recently received a message from an abington afilliated specialist stating "the insurance company has paid thier part; now its time to pay yours". I called my insurance company and they stated they absolutely know to not expect payment beyond copay and insurance payments. In a country in a state such as ours is, when people are barely able to put food on the table (although as food is the best preventative and medicine, I suppose this also benifits the hospitals), why is Abington collecting beyond what thier customers owe, and beyond what they are entitled to collect. I do not know of one, not one, person, who does not receive a bill from Abington after insurance. I do not know of one, not one, other hospital or medical office of any kind that has attempted to collect beyond copay and insurance. I know first hand as well, as I go to other hospitals if I need to go to one. Obviously, this harassment and unfounded collections must be very profitable. The anxiety and stress this harassment produces is enough to weaken your immunitys to the point of disease or turn cells cancerous beyond the bodies control or... land you right back at Abington where you'll be mistreated and billed beyond your obligation and beyond your means all over again. I feel bad for all of the people who pay these, not knowing any better.Desired Settlement: I hope to shine a light on Abingtons practices and policies. They are firing long term, well paid, experienced nurses for nasty, rude, right out of school students to pay them a fraction of what an rn should get paid. I hear horror story after horror story of nurses caught stealing drugs, found passed out drunk at work, etc. After years of hearing stressed out nurses say how overwelming it is to be so understaffed and hear that more cuts are coming, I most recently heard that the rn to patient ratio is under the limit!? No wonder addiction is so prevailent among nurses; they are being over worked and under paid. My Mommom was overdosed 70x her weight limit on halodal and although she lived, we lost her. She was gone mentally. This Hospital took away our last few years with her, without a lawsuit, without reprocussion. If we had known and seen what we do now, our beleives of not suing would have made an acception. There would have been principle behind the matter as everyone who makes this Hospital its money (the staff and its patients) are suffering at the greedy hands of the higher ups.

Business

Response:

September 24, 2013

Dear [redacted]

I am writing in follow up on the complaint you passed on to us dated September 4, 2013. We have conducted a thorough investigation of the issues presented and have checked our records from 11/7/2007-7/2/2013. We have found no open balances for the complainant or her daughter and our records show we have not had any claims referred to collections.

We have high standards for our staff and systematic processes for ensuring our standards are met. The effectiveness of these standards and our processes for maintaining a highly effective workforce have been tested and recognized by several agencies and organizations outside of AMH. We regret that the anecdotal information described in this complaint has led this person to different conclusions. If any party wishes to share specific concerns observed first hand with our Patient Advocacy Department (###-###-####), our practice is to conduct a full investigation into specific concerns and share our findings upon completion.

Sincerely,

Review: I have receive a bill over $2000.00 and now the bill is $1884.39. Due to my health condition, I am unable to work and this Hospital is not willing to work with me in lowering my monthly payment. abington hospital keep saying they have done everything they can to set up payment plan. I am not able to afford the payment.

I had health insurance at the time procedure and I was given mis-information from insurance company for EEG and MRI procedures. I went to get these necessary testing after making many, many calls. I did not expect this big bill.Desired Settlement: I want someone who is willing to listen and understand my status and work with me in the big bill.

Business

Response:

11/25/14 Dear [redacted],I am writing in follow up on the complaint regarding our billing of services to the Complainant and his outstanding liability.I have attempted to contact the patient via phone and was only able to leave a message for a return call. I did also email the patient with more detail and he has since responded as follows:"I really appreciate the consideration you have made. I am satisfied with the resolution."I will summarize below the basis for the initial balance due and an adjustment that I will process towards the patient’s outstanding balance,1) The initial balance due of $2,259.39 is based upon what the patient's insurer pays us (not our charges) and the fact that he has a high deductible that has not been met, per his insurance policy.2) In reviewing our reimbursement from the insurer for the services, it was noted that the reimbursement is a bit higher than what we would have received if the tests had been done at our sister hospital, instead of [redacted] Hospital. While this is not normally the case, it is in this scenario for the one test that was rendered.3) So, I am going to reduce the patient's deductible amount due from $2,259.39 to $1,255.00. This is a 45% reduction.4) With the deductible reduced to $1,255.00 and patient payments to date of $375.00, the current outstanding balance due is now $880.00.5) The patient was offered the ability to spread out his payments, up to a 6-month max time period, and to contact a Patient Service Representative to make such arrangements.6) The patient can also go online to make payment towards the $880.00. We accept all major credit cards and this will allow the patient to spread out his payments for a longer period, if necessary.Sincerely,Kim R Executive Director, Revenue Cycle Operations

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: On July 7th, 2012 I had my regular Screening Mammogram at the Abington Hospital on [redacted] Campus. The final bill after my insurance deductions was paid in full on January 8th, 2013. I am still getting bills for the same services regarding the account on the reference and Abington claims they never got the payment that was made via [redacted].

In this letter I will detail the order in which I received each bill and the amount of money they billed me in order to clear this problem.

Date of Service: July 7th, 2012 Account : [redacted]

1 bill : Sep. 17, 2012 $ 75.00

2 bill : Nov 13, 2012 $ 497.00 *

* INSURANCE INFORMATION WAS WRONG.

3 bill : Dic 9th, 2012 $ 497.00

4 bill : Jan 8th, 2013 $ 14.05

5 bill : March 9, 2013 $ 74.05 *

*THIS BILL WAS ADDRESS TO "JANE DOE", SAME ACCOUNT NUMBER, SAME ADDRESS.

6 bill : April 8, 2013 $ 74.05

7 bill : July 18, 2013 $ 74.05

On March 17, 2013 after several phone calls I was able to contact [redacted] who gave my case the attention and ask me to send copy of the payment to [redacted] PA [redacted] and I also send another copy to Abington [redacted], PA [redacted]. After that I started getting the bill again and made several phone calls and talk to a really nasty lady ([redacted]) who asked me to talk to my bank and made them fax her the payment. This was made by my [redacted] branch in [redacted] on July 30, 2013 with a note from my bank and a phone number from the branch.

I called [redacted] right after faxing the document she requested but in her nasty way I was told that she did not receive the fax. Called again and left my phone number again and until this moment I did not get any phone call regarding this problem. For that reason I decided to place my conplaint with the Revdex.com in order to clear this problem. The way the Billing Department of Abington Hospital is handeling the patients payments is lowsy. Hopefully this will end the problem.

Copy of this complaint was send also to:

cc: Abing Hosp. [redacted], NJ [redacted]

Abing Hosp. [redacted] PA [redacted]

Revdex.com of PADesired Settlement: An explanation letter about this problem needs to be send to me. It is not acceptable that Abington Hospital is trying to collect money that was already paid by sending the same bill, with the same account number, same address under a different name. I need a letter in which I can read clear that this problem has been solve.

Consumer

Response:

From: [redacted] <[redacted]>

Date: Wed, Aug 28, 2013 at 3:44 PM

Subject: Re: Complaint #[redacted].

Thanks for your kind answer:

I did receive a phone call from [redacted] once but no news from the higher authorities. I am still waiting for the right answer since she did not forward the complaint to the supervisor who is the right person to solve the problem.

Thanks again,

ID ID [redacted].

Business

Response:

9/28/2013

Dear **. [redacted]:

This letter Is In response to the complaint submitted to the Revdex.com on August 5th, 2013 by our patient represented by account number [redacted] and your ID# [redacted].

I have reviewed the account in question and my findings are as follows: The patient contacted the facility sterling her balance was Incorrect. She stated." her personal record showed a payment of $14.05 that was not credited to the account [redacted]." The patient was asked to provide a copy of the check validating the payment and she did. Upon receipt of the verification, the check showed the payment was made out to a different provider, the Radiology Group of Abington.

On August 7th at 4:02 our system note Indicates "The patient was advised the check in the amount of $14.05 was made out to the Radiology Grauo of Abington." During this time **. [redacted] had conversations with [redacted], the team leader of the Patient Service Center and with **. [redacted], supervisor of the Fiscal Control Department.

In addition, our electronic record shows a message was left on the patient's answering machine on August 15?, 2013 at 6:17pm by **. [redacted], Supervisor of the Patient Service Center and on September 10th at 4:16pm the patient spoke with **. [redacted], with no further comments.

Lastly, the hospital has options that are available to the patients that we service. For example, the patient can contact us relative to our interest free payment plan to settle the balance and if, she Is experiencing a financial or medical hardship we can assist as well.

I certainly appreciate the opportunity to respond to the inquiry and wish to offer my services, should the patient have further comments or needs. My office number is 21S-481-S761.

Thank you.

Review: I am being billed for lab work that was performed on 08/30/2013. I had presented my insurance at the time the work was done, but I received a bill which claimed that I did not have insurance. I confirmed with my insurance provider that AMH had never made a claim to my insurance company. I have tried calling the patient service line numerous times over the past two days, have emailed patient services, and have had my insurance provider call on my behalf. I have also called the AMH physician who ordered the tests.

I have not been contacted by anyone (by phone or email) and I have stayed on the phone, on hold, for over an hour several times.Desired Settlement: I would like my bill adjusted with my insurance information. I would also like an explanation as to why no claim was made to my insurance provider, and I would like to know why no one answers the phone at patient services. I would also like an apology for the time and inconvenience this has cost me.

Business

Response:

9/28/2013

Dear **. [redacted]:

This letter of response Is relative to the complaint submitted to the Revdex.com on September 20,2013 by our pattern represented by account number [redacted] and your ID# [redacted].

I have reviewed the account in question and my findings are as follows: The patient sent emails to Abington Health at 11:00am, 12:27 pm and 1:47pm on September 17th 2013. His e-mail complaints stoted he received a bill for lab services when he has active Insurance, they state he left 2 messages and his carrier called on his behalf. Our record indicates, on September 17the emails were received and at 1:45 the patient had a verbal conversation with our Patient Service Representative at which time, the Insurance information was obtained and the account was updated and billed fo the carrier.

What caused the initial problem: the Insurance Information was not able to be verified by the registration area therefore, the account was not registered as Insurance. As such, a bill transferred to the patient on 9/10/13 for $63.53. We have since, instituted additional procedures to ensure this example presented is handled differently going forward.

There are times during the week when the calls received within the office are heavier than others. On August 16th, 2013 we installed a new telephone system to better serve the patients seeking answers to their Inquiries. One valuable option in addition to leaving a voice mail is the *call back feature". Once, selected the system request the patient's name and return telephone number, the system holds the patient's place In line and then returns a call to the patient once the patient's position has been reached. This feature Is often selected when the patient desires not to wait In line. We have found the option to be is very useful and we have received great reviews with regards to the feature offered.

In terms of the apology, I offer an apology to the patient and he should know the account has been updated and billed to his insurance carrier.

Thank you.