Albert Einstein Healthcare Network

Thank you for taking the time to contact Einstein Medical Center regarding the above account.
Einstein fully investigated the patient's account, According to the notes in our system, Ms. [redacted] called our pre-collect/self-pay vendor (extension of Einstein), at ###-###-#### several times and spoke to a live person.
• On 3/2/15, Ms. [redacted] stated she mailed in a credit card payment in February 2015. At that time, she was informed the payment was never posted to her account, because it was never received. The account was then placed on a two week hold, waiting for payment.
• On 3/31/15, Ms, [redacted] called back for a status and was informed the payment was never received, Ms. [redacted] was requested to contact her credit card company to see if the payment was deducted from her account, Ms, [redacted] stated she didn’t feel as if she needed to do so.
Unfortunately, Einstein was not given the proper documentation to review the patient's payment. Einstein can only research missing payments, if the money was deducted from the patient’s account and if we were provided proof of deduction (such as bank statement or canceled check), In this event, the patient did not contact her credit card company to confirm the payment was deducted.
Based on the above information provided in this letter, the patient continued to receive a bill for $750,00, which her insurance company stated she is responsible for a co-pay amount.
The patient recently made a payment of $750.00, which was posted to her account on 6/15/15. As of that date, the patient is no longer receiving a bill, nor is she due a refund.If you have any questions, please feel free to contact me.Sincerely,
Katrina B[redacted] Billing Supervisor Einstein Practice Plan, Inc.

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:
Einstein states their contract with Provider allows them to double dip and charge for 2 visits, therefore 2 co-pays.Einstein also states the Doctors "write off" were significant. The Doctor and Einstein accepted the contract with provider and knew the consequences.My issue is the double co-pay which we did not know about since other facilities count it as one visit.Had we known of this double dipping, we would have taken our business elsewhere.
Regards,
[redacted]  [redacted]

Hi [redacted], Please advise dad that the patient was seen for a hearing problem, which was billed. However, the procedure and the diagnostic code needs to correspond with each other in order for the claim to be paid by the insurance company. In this particular case, the procedure code did not point to the right diagnostic code, which resulted in a claim denial. I was informed by the Practice Manager, Anita S[redacted], that we need to link procedure code [redacted] to diagnostic code [redacted], which was not done in the beginning.We that said, the corrections were made and re-submitted back to the insurance company for payment. Unfortunately, it can take up to six weeks for Einstein to receive a response from the insurance company. I will follow up on this account periodically to make sure the claim is paid.If the patient has any other questions or concerns regarding this issue, dad may feel free to contact me directly at ###-###-####.Thank you, Katrina B[redacted] Customer Service Supervisor Einstein Medical Center Phone ###-###-#### Fax ###-###-####

From: [redacted]
font-family: arial, sans-serif;"><[redacted]>Date: Mon, Jun 1, 2015 at 4:12 PMSubject: ID#[redacted]To: [redacted]
Hi [redacted],
 
I was unable to locate the attached patient in our system. Can you please obtain additional information from the patient, so I can investigate the account accordingly?
 
Patient's name on the account
Date of Birth
Address
Possible account#
Date of Service
 
If you need additional information, please let me know.
 
 
Thank you,
[redacted]
Billing SupervisorEinstein Practice Plan, Inc.Phone ###-###-#### X40029
Fax ###-###-####

November 5, 2015To Whom it May Concern:
Customer has agreed to pay $553.00. adjusted the customer's bill to reflect what he has agreed to pay. Customer will receive a new bill showing...

$553.00.
Dr. E[redacted] sent report to customer as requested.Any questions please feel free to contact me at ###-###-####.
SincerelyEthel L., Manager [redacted] Rehab Billing

August 25, 2016To Whom It May Concern,Thank you for reaching out to Einstein Healthcare Network so we may satisfy any questions or concerns [redacted]s father has. All of [redacted]'s account information is listed above.[redacted] stated that he believes that there should not be two co-pays...

because the x-ray was done in the same clinic, the same building on the same date by Dr. B[redacted], all of that is accurate.I am glad to report to the Revdex.com that the patient, [redacted] has good insurance with [redacted], and per the contract that Einstein Healthcare Network has with [redacted] we are permitted to charge two co-pays, one for the physician's cost of reading the x-ray and having a consultation with the patient after the x-ray was completed to discuss the results, and the second co-pay is due to the fact that the x-ray was taken in a hospital/clinic setting and not in a doctor's office. Both of these charges are in keeping within the confines of the contract, as said earlier, and the insurance commissioner. Because of the excellent insurance coverage the patient has, the following charges were written off without any cost to [redacted]:Invoice [redacted] -- MR -date of services 6/28/16 - total charge $ 273,00- the physician had to write off this charge due to the hospital contract agreement with [redacted] iInvoice [redacted]- 4X-Rays of the Knee of service 6/23/16- total charge $84,00-physician again had to write this off per our contract Invoice [redacted]- US Extrmity Non Vasc- date of service 6/6/16-total charge $56.00-physician had to write this off per our contract. This is a total of $413.00 that the physicians had to write off at no cost to the patient,It is important to point out that the doctor did not count the visits as two visits, all billing is documented correctly and accurately. There are just two separate co-pays, one for the hospital, because of the use of the equipment like the x-ray machine, and the other is the co-pay for the physician who read the X-rays and met with the patient and her family.I have attached a copy of the EOB's (Explanation of Benefits) for the physician and the hospital showing the charge of two separate co-pays is correct.I hope this answers all of [redacted]'s questions. I realize that healthcare is very confusing anymore and It is getting harder and harder for the patients to understand who pays what and what their cost will be, if [redacted] has any further questions, please ask him to give me a call and I will be happy to answer any questions he has.Thank you for your time and concern.Sincerely,Chris S. Manager of Customer Service

--------- Forwarded message ----------From: Katrina B[redacted]<[redacted]@einstein.edu>Date: Fri, Feb 19, 2016 at 3:53 PMSubject: ref#[redacted]To: [redacted]@myRevdex.com.orgHi [redacted], Thank you for taking the time to contact Einstein Medical Center regarding the following account. I would...

like to inform you that the patient's refund was successfully completed. Check#[redacted] was mailed to the patient on 2/18/16.  [redacted]  [redacted] -----Revdex.com reference #[redacted] I would greatly appreciate if you can respond back to this email confirming you received it. If you have any questions, please feel free to contact me. Thank you,Katrina B[redacted]Billing SupervisorEinstein Practice Plan, Inc.Phone ###-###-#### X[redacted]Fax ###-###-####

Review: I needed a small surgery last Ocotber. Since then, I have asked numerous different departments (Einstein Healthcare, Einstein [redacted] & [redacted] collections) to provide me with a clear bill of services. I want to pay my bill but I also want to know what I'm actually paying for. They sent multiple bills all with different totals, account numbers and some from different departments so I did not know if these bills were coming from prior to being posted to my insurance or after. I returned them with my insurance information. Different bills arrived with new amounts. I repeated my attempts to get an itemized bill so I could understand what I was paying for and what my insurance was covering. Each person just told me to call another department. Still no response from any of the multiple departments I called to ask for help. I finally got a bill from [redacted] which was itemized and totaled $476.25 which I promptly paid. Months later, I received a letter from a collection agency stating that I did not pay. I called Einstein immediately and discovered that they applied the money sent to one account but failed to transfer the remaining over $300 to my other account. They left the overage credit sitting there in their own system while reporting me to a collection agency! VERY IRRESPONSIBLE. After I called to discover their mistake, they then said that no, despite the itemized accounting I received, I owed $525 total so there was still a remaining bill for $168.75. I again asked repeatedly for an itemized bill that included the remaining $168.75 but did not ever get one. They again, without responding at all to any of my pleas for a clear, itemized bill, reported me to a collection agency. Despite being reported for the $168.75, the collection agency now has magically come up an amount of $418.74 with an itemized bill. Each item is listed (radiation, surgery, etc) but in between the actual medical charges are written in "collection write off" with inexplicable charges that are non medical. It seems that they are just typing up a faux bill with their own charges squeezed in between. I went to make a payment online, you cannot go onto their website because there are warnings that "VISITING THIS WEBSITE MAY HARM YOUR COMPUTER" and "Of the 5 pages we tested on the site over the past 90 days, 2 page(s) resulted in malicious software being downloaded and installed without user consent. The last time Google visited this site was on 2013-08-23, and the last time suspicious content was found on this site was on 2013-08-23" So, you can't even pay online if you wanted to without ruining your computer! I sent the $168.75 to Einstein on September 4th despite not getting an itemized bill I also do not understand why, if there was an itemized bill totaling $476.25 that I paid, why is there now ANOTHER $418.74 that in a year's time, has NEVER been mentioned or billed to me by Einstein?? Where did another $418.74 magically pop up from when I've been calling month after month for almost a year with Einstein looking at my accounts and this amount has never before been billed or mentioned to me by phone? I got a notice today that [redacted] and Collections has gone onto my credit report. . The last phone conversation I had with a rep at ICC, I was told that I could start an investigation to determine where the charges came from and determining what is actually outstanding on my part. They have not called me or done any of the investigation, they just reported it to my credit report so that they can bully me into paying for things that I still don't have a real bill for!Desired Settlement: I want [redacted] to REMOVE ALL TRACES of their collections on my credit report accounts. I want a REAL itemized bill, not something that some flunky at the credit agency typed up on a fake statement with collection agency line items in between the actual charges. I want Einstein to provide an itemized bill, printed from my account in Einstein computers with all transactions from the insurance company and payments received.

Review: Billed incorrectly for services. Paid Einstein from my Health Savings Account at the rate Einstein has agreed to with my health insurance, [redacted]. By being in [redacted]'s Network of providers they agree to the [redacted] Member Rate. Einstein continues to send me bills. If Einstein has a problem with [redacted]'s member rate, they need to contact [redacted]. I should not be involved in this process.Desired Settlement: Einstein shows my account as owing no balance and accepts agreed fee for service they were paid.

Business

Response:

This complaint is in reference to a Physician Bill. I do not oversee Physician Billing and Collection. Please forward this complaint to [redacted], Director of Physician billing and collections. Her e-mail address is [redacted]. I will also forward this complaint to her attention. Thank you..[redacted]

Business

Response:

Please forward this complaint to [redacted]. [redacted] is the Director of Physician Billing. I do not have access to information regarding a Physician Account Balance. [redacted]'s email address is [redacted]. Thank you, [redacted].

Business

Response:

August 19, 2013

To whom it may concern,

This is in response to the letter we received from the Revdex.com relating a Health bill. We would like to inform that we previously received a correspondence from the patient regarding the above account, in July 2013. After reviewing the patient’s account, we have realized there was a posting error in our system. As of 07/16/13, the account was properly

adjusted, reflecting a zero patient responsibility. The patient is no longer receiving a bill for $34.63.

I apologize for the inconvenience. If you have any questions regarding this account, please feel free to contact me.

Sincerely,

Review: I received a copay bill from the hospital for what they are calling an "office visit". However, , according to my insurance company, I should not have been billed for an antenatal ultrasound and blood work unless I was in a specialist office (which is was not).Desired Settlement: I would like the hospital to 1. Change their coding procedures for prenatal testing to reflect the actual services provided, 2.eliminate the office visit code on my current bill since I didn't see a specialist nor did I go to the doctor's office and 3. Apologize to me and their other patients that they have billed for a copay that they shouldn't have bille

Business

Response:

Good Afternoon,

ID#[redacted] is concerning a physician bill. I have copied the Manager of Einstein Practice Plan on this email to respond to the patient complaint. The complaint is addressed to the incorrect department.

Please redirect your complaint to [redacted] so she may view the complaint and respond in a timely manner.

Business

Response:

I did respond to you on this complaint. I instructed you to send the complaint to [redacted], Director, Professional Fund Billing and Collections. I also gave you her contact information. Please check your files for my initial response. Thanks

Business

Response:

October 7, 2013

To whom it may concern,

This is in response to the letter we received from the Revdex.com relating a patient bill.

We would like to inform that we previously received a correspondence from your office regarding the above account. After fully investigating the patient’s account, we were informed by the doctor that the following information is correct.

• All procedures were billed correctly for prenatal testing.

• The services were done in the Antenatal suite.

• The patient was seen by a nurse for a Level 1 visit, which is valid per CMS guidelines.

• The patient is responsible for the $25.00 balance.

Please note that the insurance company would have not paid the claim, if the services were not done in the appropriate location.

I apologize for the inconvenience. If you have any questions regarding this account, please feel free to contact me.

Sincerely,

Review: I have recently received a bill from a collection agency, in my 10-year-old's name, in the amount of $56.92. In addition to this bill, we have also started receiving phone calls asking for my 10-year-old. I contacted Einstein, where the bill originated to find out FIRST OFF why this was ever billed to my 10-year-old son and went to collection in HIS name?!?! I was informed that this bill in collection was from a 2/5/13 service and since it was in collection, they could no longer help me with it, I would have to contact the collection agency. While we were on the phone, she told me that there was another balance open on my account getting ready to go to collection, in the amount of $30.08, for an 8/20/13 service (also in my 10-year-old's name!). I immediately pulled up my insurance company website to see the claims for these dates. On 2/5/13, my son saw the doctor, the doctor's office billed [redacted] $116 and, based on the contractual agreement, [redacted] discounted the claim $28.46, and billed me the difference $87.54, which I paid out of my reimbursement account. The contracted discount offered by [redacted] ($28.46) has now been DOUBLED ($56.92) and sent to collection IN MY SON'S NAME....I am left to battle this with the collection agency since Einstein no longer sees this in their system. Now for the newest bill in their system, in the amount of $30.08.....on 8/20/13 my son visited the doctor. The doctor's office billed [redacted] $122, based on the contractual agreement, [redacted] discounted the claim $30.08, and billed me the difference $91.92 which I paid out of my rreimbursment account. At the end of the day, Einstein is billing patients (as I'm sure I'm not the only one) for the discounted amount that [redacted] offers as an "in-network" provider. In all my years of working and having very similar health insurance, I have NEVER heard of that discount becoming the patient's responsibility.....after trying to argue this point, they insist it IS the patient responsibility. I hate to think others are being billed (and paying!) for these charges! Furthermore, this should NEVER have been billed nor sent to collection in my 10-year-old son's name!Desired Settlement: I would like an email, a letter, an apology AND a billing adjustment. I would also like to know that they have changed their policy to NEVER send a bill out to ANYONE in a child's name. I would also like to know that the discount offered by [redacted] does not continue being billed to the patient. I have spent entirely too much time calling them and faxing them information that they should already have!

Business

Response:

November 12, 2013

To Whom It May Concern:

This is in response to the letter we received from the Revdex.com concerning an open balance in collections. Thank you for taking the time to contact our office to explain the issues that occurred on the above account. We regret any inconvenience the patient has experienced, and we assure you that we are anxious to retain the patient as a satisfied customer.

I would like to inform that I have thoroughly investigated the patient’s account and noticed a possible posting error. We are taking further steps on resolving this issue. In the meantime, [redacted] Collection Agency was notified of the update as well. Due to the possible posting error, [redacted] was requested to stop all actions and remove the patient from collections.

I personally spoke to [redacted]. [redacted], on 11/11/13, and gave her an update on the above account. She is aware of the motioned actions and will continue to receive updates, until the account is corrected. [redacted]. [redacted] also has my direct contact information for future reference.

If you have any questions regarding this account, please feel free to contact me.

Sincerely,