Antioch Construction

Revdex.com of WisconsinRE: Aurora Health Care complaint ***May 16, 2018 Revdex.com personnel, We have received the release sent to *** and reached out to herMore information will be provided after we actually speak

Revdex.com of Wisconsin
July
RE: Aurora Health care complaint ***
Revdex.com personnel,
We are aware that *** has rejected our response to his complaint but our position remains unchanged
It has already been stated that there is mutual agreement between Aurora and *** that his wife's office visit charge is not in question; their insurance processed the claim and they paid their portionThe second service charged that day was denied by his insurance and thus he and his wife were billed for it*** still has the option of contacting his insurance himself to verify this information but simply refuses to do soAs such, we again respectfully ask for the Revdex.com to close this complaint as there is no further action or option for Aurora to take on this matter

I spoke with Roberta and thanked her for sharing her concerns. Roberta stated she had the conversation recorded, I asked her to play the recording for me or leave on my voicemail. As of today I have not received a copy of that recording I did let her know we take her
concerns very seriously, our goal is for our patients to have an great experience with everyone at our clinic. I assured her that we have done re-education with our caregivers. I asked her if she was satisfied with the outcome and she stated she was

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regarding the complaint of pricing fees for an office visit to Aurora clinci, Neenah, recently.
There are no office signs in Aurora lobby stating that walk in patient visits are charged extra fees than if you schedule an appointment with your Dr
I was seen for a routine flu bug less than years ago and called hour prior to showing up for their requested appointment - the office visit which was the same service as the recent visit was billed to me at $compared to this visit fee which was $307. I asked the Revdex.com Aurora expert about that visit and was amazed to hear that they changed computer programs and that they could find no record of me being seen for the visit with the flu. He proceded to inform me that those records could not be found if I asked for the details of that visit
The outcome of this call to resolve the matter of over charging was that the bill charged to me remains at $of which if I choose to delay payment or schedule payments within months it will go to collections
Regards,
*** ***

Revdex.com of WisconsinMay 2016RE: Aurora Health Care complaint *** Revdex.com personnel, We are aware that James has rejected our response to his complaint but since the billing was explained to James in detail over the phone and in our previous communication we are unsure what additional explanation he is looking for.Again, there is mutual agreement as to James's intent when he submitted the $payment but unfortunately, it appears James isn't acknowledging that the balance was no longer with Aurora when he attempted to pay it. In his response he said payment not being correctly applied to billed charges resulted in collections. He is overlooking the fact that the charge in dispute was billed for five consecutive months prior and the monthly bill statements include a message that the account is past due and subject to collectionsWith respect, if payment had been made sooner there would be no collections to question.Having established that the account was in collections when James attempted payment, there was no other current Aurora balance on the account at that timeThus, the $paid was applied to the oldest balances sent to collectionsIt is impossible to know if a patient is aware of a previous collection balance; once a balance is placed in collections the agency has the responsibility of notifying the patient and pursuing paymentWe again acknowledge the likely difficulty in reconciling payment with charges from several years ago but it must be stated that ultimately, the bill is always the final responsibility of the patientIf needed, copies of the monthly statements from and can be provided to show those charges were not paid.In closing, we again respectfully consider this matter to be closed and ask the Revdex.com to do the sameWe understand that James disagrees with the end result, but there was no error made in the billing on this account

Revdex.com of Wisconsin July RE: Aurora Health Care complaint *** Revdex.com personnel, To quickly recap *** complaint, he had his yearly physical exam but was also charged for an office visit the same day and he disputes that additional chargeThere is mutual agreement that
*** intent was to have a physical exam which is a benefit he says his insurance provides once a year at no costHowever, a physical exam has a defined scope and must meet certain guidelinesSpecifically for ***, his visit included several items that go beyond the makeup of a physical exam and that is the reason he was charged an office visit*** records contain notes of detailed discussions pertaining to other concerns he hadAn action plan was also noted by his physician to address those concerns*** himself did not deny having the discussions but his position is that on a visit several months prior, his concerns were raised at that time and during the physical, the doctor asked him follow up questions to which he respondedHe feels the physician should have told him a discussion of those topics would result in a chargeWhile we cannot confirm if the physician questioned *** or not, Aurora's position is that physicians are in place to care for patients; billing related matters is not their area of expertiseIt must also be respectfully stated that it is ultimately each patient's responsibility to be aware of their own insurance benefitsHad *** been more aware that detailed discussions and the physician formulating an action plan for his concerns would result in a charge, he could have declined those discussions altogetherThis information was shared with *** but unfortunately he did not accept itNothing less than removing the charge will appease him but as previously explained, the charge is valid and will remainTo further clarify however, *** insurance provided some benefit to him so he is being billed $for the office visit and not the full $amount referenced in his complaintAgainst this backdrop of information, we kindly ask that you accept this response so the complaint can be closed

Complaint [redacted] was received in our office yesterday March 1. Our acknowledgement letter and consent form was mailed to the complainant [redacted] today.[redacted]Aurora Health CareCustomer Service Representative III3301 W. Forest Home Ave

This complaint was received in our office. Andres filed it but [redacted] is now a legal adult so an acknowledgement letter and release consent for has been mailed to her.

This complaint has been received and the consent release has been mailed to the patient.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have now spoken to Jamal (sp?), a representative of Aurora.  In outline, these are their (conflicting) positions.  On the one hand, they acknowledge that the person I originally spoke to over the phone when I called to inquiry about whether Aurora takes/accepts Network insurance should not have given me a positive answer, and they should have instead referred me to my insurance for this question.  On the other hand, they defend the answer given by this person in the original conversation because, they say that it is true that Aurora does accept or take all insurances.  The tension of course is that if was not misinformed or misled by the answer to my question, then there is no sense in which the person should not have answered in the affirmative.  The other position is that, after all, they don't know what exactly that person told me, that is, whether they did answer "yes" to my questions about whether Aurora accepts Network insurance or not.  The problem with this position is that Aurora actually *defends* this response even in the hypothetical, that is, whether or not it is true that the person I spoke to said what I claim they said, *if* they said that, "yes, Aurora accepts Network insurance", there would be nothing wrong with this answer because Aurora DOES accept all insurances.  In other words, Jamal, and the person I spoke to before, [redacted] (sp?, both representatives of Aurora, insist in their defending this kind of answer when anyone calls Aurora asking whether they take or accept a given insurance.  Aurora seems to stand by this sort of approach to customer service. Jamal reminded me that I signed a legally binding document when I visited the physician, which states, roughly, that I am responsible for whatever costs my insurance does not cover.  And this is true that I signed this document.  But I did so based on my understanding that Aurora was contracted with Network insurance.  Aurora claims that this should not have been my understanding.  It appears that Aurora wants me to believe that when patients call asking whether Aurora accepts their insurance, they might quite plausibly not understand this question to be identical to the question of whether Aurora is in the network or contracted with their insurance.  Since this is a public forum, I will leave it to others to draw their own inferences about Aurora's customer service policies.      
Regards,
[redacted]

In this case, this email is confirming we received [redacted] complaint [redacted] and have mailed our correspondence to her this morning.

We received complaint [redacted] filed by Jennifer [redacted]. Her husband Donald was the patient so a letter and release consent was mailed to him.

Consumer has been sent a consent to release information form.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my...

complaint.  For your reference, details of the offer I reviewed appear below. Issue still not resolved. Waiting on callback with resolution from company.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Juli [redacted]

This complaint was received in our office. An acknowledgement form and release consent has been mailed to Michael. Please accept this acknowledgement of his complaint.

This complaint was received in our office and we have sent a letter and release form to [redacted]. Please accept this acknowledgement of her complaint.

Revdex.com of WisconsinRE: Aurora Health Care complaint [redacted]November 15 2017 Revdex.com personnel, Christofer filed this complaint in dispute of charges billed to him and his wife Kathryn. He says both visits are paid in full by his insurance without any expense to him.We have completed reviews for both visits and have an update; our review revealed an error in the original billing for Kathryn's visit. That error has since been corrected and her account now has a $0 balance due. There is no further action needed from Christofer or Kathryn regarding her account.As stated, Christofer's account was also reviewed and it was determined that the charges billed to him are accurate. During an annual preventative exam, any discussion of topics outside the guidelines established by the American Medical Association for a preventative visit can result in additional charges. From the record of Christofer's visit itself it is clear that additional discussion did take place so the additional office visit charged to him is applicable and will remain.An attempt has been made to reach Christofer and provide this information to him. He is welcome to contact our office at his convenience should he have follow up questions. Please accept this reply to his complaint s a good faith effort to address his concern.

An...

explanation has already been provided for the 3 services on 10/8/15.  Itemized statements have been sent to her directly.  Ms. [redacted] saw her doctor for two separate medical concerns on 10/8/15.  Two of the services were billed as office visits and one was laboratory services.  Generally speaking, the cost of office visits vary depending on key components including medical history, examination and medical decision making. The only balance she owed for all 3 services was $0.40.  All other charges were either paid or adjusted.  It is not illegal to bill for 3 separate services provided on the same date, in fact, medical providers are required to do so.    Ms. [redacted] was compelled to pay on previous judgments through garnishment.  The court agreed that Ms. [redacted] was liable for the debt.  The court did not comment on whether or not Aurora Health Care’s collection policies are reasonable.   By her own admission, Ms. [redacted] refused to increase payments or commit to a payment plan.

Please accept this message as confirmation that complaint was received in our office Wednesday. An acknowledgement letter and consent release was mailed to Gabriel.

Revdex.com of WisconsinMarch 30 2018RE Aurora Health Care complaint [redacted]Revdex.com,An internal review of Juli's concern is ongoing and has not yet been completed. Juli has been informed of this update and though she understood the information given, she did voice a concern she was unaware her provider was contacted. Seeking input from a provider and or their staff is not an unusual occurrence for some concerns however.