Auburn Memorial Hospital

This letter is a follresponse to a recent complaint that Auburn Community Hospital (ACH) received from the Revdex.com (Revdex.com)The patient reported that she went to the Urgent Care Center and paid her $co-pay at the time of this visitShe later received an additional bill of $for same visitThe patient had contacted the Billing Department and was informed that the charge would be removedThis charge was then applied to another outstanding account and the hospital proceeded to bill herWhen she called the office back, she was assured that this had been correctedThe patient then received a collection noticeWhen she called the Billing Office again, she was then informed that the charge was valid as this was a co-pay for the provider's serviceThe patient ultimately felt that she was charged twice for one visit.Analysis/Review: We appreciate the opportunity to review these concerns expressed by the patientAfter a comprehensive review by the Manager of Patient Accounts at Auburn Community Hospital, it was determined that the claim was initially processed appropriatelyThe patient did pay the $co-pay at the time of the visit (facility fee)When her insurance processed this claim, it allowed for an additional $co-pay for the provider's feeIn lieu of the patient's concerns and the confusion associated with the patient's multiple phone calls in an effort to resolve her dispute, Auburn Community Hospital will waive the additional $co-payIn addition, our Manager of Patient Accounts has notified the collection agency of this resolutionIf Ms [redacted] should have any questions or would like to discuss this matter further, please do not hesitate to contact Ann D., Vice President of Quality Management directly at ###-###-#### Monday-Friday between the hours of 7:-5:We sincerely apologize for the confusion you experienced over this matterAdditionally, if you feel your concerns were not resolved you may contact the New York State Department of Health at ###-###-#### for further actionSincerely, Christine DRisk Management Specialist

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]

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]

This letter is a follow-up response to a recent complaint that Auburn Community Hospital (ACH) received from the Revdex.com (Revdex.com). The patient reported that she went to the Urgent Care Center and paid her $17.00 co-pay at the time of this visit. She later received an additional bill of...

$17.00 for same visit. The patient had contacted the Billing Department and was informed that the charge would be removed. This charge was then applied to another outstanding account and the hospital proceeded to bill her. When she called the office back, she was assured that this had been corrected. The patient then received a collection notice. When she called the Billing Office again, she was then informed that the charge was valid as this was a co-pay for the provider's service. The patient ultimately felt that she was charged twice for one visit.Analysis/Review: We appreciate the opportunity to review these concerns expressed by the patient. After a comprehensive review by the Manager of Patient Accounts at Auburn Community Hospital, it was determined that the claim was initially processed appropriately. The patient did pay the $17.00 co-pay at the time of the visit (facility fee). When her insurance processed this claim, it allowed for an additional $17.00 co-pay for the provider's fee. In lieu of the patient's concerns and the confusion associated with the patient's multiple phone calls in an effort to resolve her dispute, Auburn Community Hospital will waive the additional $17.00 co-pay. In addition, our Manager of Patient Accounts has notified the collection agency of this resolution. If Ms. [redacted] should have any questions or would like to discuss this matter further, please do not hesitate to contact Ann D., Vice President of Quality Management directly at ###-###-#### Monday-Friday between the hours of 7:00 -5:00. We sincerely apologize for the confusion you experienced over this matter. Additionally, if you feel your concerns were not resolved you may contact the New York State Department of Health at ###-###-#### for further action. Sincerely, Christine D. Risk Management Specialist