Aurora Health Care, Inc.

Revdex.com of Wisconsin
July 8 2015
RE: Aurora Health Care complaint [redacted]
 
Revdex.com,
 
In his complaint [redacted] says after his wife [redacted]'s visit to Aurora, they received an Explanation of Benefits (EOB) from their insurance indicating a $20 patient responsibility for her...

office visit. The $20 was a copay amount assessed by their insurance which they did pay but the $30 billed is a separate charge billed for a separate service that same day and this is where the dispute arises.
We have spoken with [redacted] and attempted to explain to him that the second service billed visit had a $30 charge that their insurance denied. As a result the charge was then billed to them but he rejected that explanation. [redacted] insists that the EOB only indicated a $20 responsibility and unless he has an EOB indicating they owe the $30 they won't pay it. He also refused to contact their insurance to verify the $30 billed is accurate. Since the insurance provides the EOB and he won't take the step of contacting them, there is no further action we can take on this matter. The balance will remain as is and there is also a risk of it being placed with an external collection agency if it remains unpaid but [redacted] ended the conversation before that information was shared with him.
Having presented the information above we now respectfully ask for this complaint to be closed.

Revdex.com of Wisconsin
February 5 2015
RE: Aurora Health Care complaint [redacted]
 
Revdex.com personnel,
 
Attempts to reach [redacted] have been unsuccessful so the attached letter has been mailed to her today. Unless she contacts Aurora, we respectfully ask for this complaint to be...

closed since we haven't been able to reach her.

This complaint has been received and the consent form and acknowledgement form has been mailed to Brenda.

Good morning,  I spoke with Mr. Kenneth [redacted] this morning regarding the rejection received from the Revdex.com. Kenneth requested that I resend the authorization form to the address we have on file for him. This form will be mailed today, once returned Aurora Health Care will provide a detailed response to his complaint. Please let me know if there are any questions/concernsThank you.

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]  When they called me they told me they were writing it all off, now they want 125.00.  Another lie
Regards,
[redacted]

This complaint has been received in our office. The acknowledgement letter and release consent has been sent to Jacob.

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 disagree with the Aurora clinics stand on blaming their documentation and other errors on customer .Just the fact that Aurora clinics had many errors (which they accepted ) lends credit to my claim that there are more errors in the bills and also documentation process at Aurora. I respectfully disagree with Aurora claim that they are the only truthful party in this transaction. I  request Revdex.com to consider this situation as a good example on how Aurora clinic is using any means possible to exploit and mentally torture customers. I  request Revdex.com not to close this issue until it's resolved to both parties satisfaction. I promise to take a stand against threats and atrocities of Aurora clinic. 
Regards,
[redacted]

Revdex.com of WisconsinSeptember 22 2015RE: Aurora Health Care complaint [redacted]Revdex.com personnel,We are aware that [redacted] has rejected our reply to his concern and he also disputes the validity of information he was previously told.To further clarify, When [redacted] came to Aurora on July 1, that visit resulted in two separate charges; one for the doctor and one for the facility he went to. It is very common for each charge to be billed at different intervals due to the claims being processed at different times by a patient's insurance.The above scenario is what occurred with [redacted]; he was initially billed $345 for the doctor's charge for his visit and as previously explained, that amount was written off as a one-time courtesy. The facility charge for the visit has not been billed yet but a call to his insurance confirmed his financial responsibility for that charge will be $125 which is again the amount he expected to pay. Once again we stress the fact that [redacted] was not lied to or mislead and there was no error in how the visit was billed in general.Having explained the courtesy write off given and with [redacted]'s acknowledgement of a $125 responsibility in the original complaint we again respectfully consider this matter to be resolved and ask the Revdex.com to close this complaint. There is no further action needed other than for [redacted] to wait for the $125 bill and then make payment.

Revdex.com of WisconsinFebruary 22 2017RE: Aurora Health Care complaint [redacted]Revdex.com personnel,This complaint was filed by Teresa but as...

indicated in the original message, the concern was for a visit her son Kieran had. Kieran's visit was placed with a third party collection agency and Teresa felt there was no prior notification given and she says payments were being made on the charges.The doctor's charges for Kieran's visit were billed under the account Teresa's name. The initial balance was $189.01 and that amount was billed for the first time in August 2016. Our records indicate Kieran sent correspondence later that month regarding repayment; he agreed to pay $37 monthly to pay the balance in full.A $37 payment was received in August but there is no record of payment in September or October. Another $37 was received in November but only $25 was received in December. Due to $37 not being received each month as agreed, the payment plan was canceled January 18 2017 and placed with a collection agency the next day.The total balance owed at that time was $90.01 and payment was received for that amount on February 7 2017. There is no impact to anyone's credit if a balance is paid in the first 30 days of placement with a collection agency so Teresa's credit will not be negatively impacted. With regards to her concern that they weren't notified before being sent to collections; we have record of attempted contact and a voicemail being left for Teresa in January. More importantly the October, November and December billing statements each contained a message alerting them that the account was past due and eligible for collections. Charges are billed for four consecutive months before collection placement so there was ample opportunity to get the account current beforehand.Having presented this information, we consider this matter to be resolved and respectfully ask the Revdex.com to close this complaint. There is no further action that needs to be taken on this matter by Teresa or Aurora Health Care.

Revdex.com of WisconsinSeptember 30 2015RE: Aurora Health Care complaint [redacted]Revdex.com personnel,As he stated in his complaint, [redacted] has contacted our office several times regarding the $108 charge for the cutting of his toenails and we have consistently informed him that it is a valid charge for services...

that were performed. That response still holds true for this complaint as well.It must be pointed out that [redacted] has not yet been billed $108 from Aurora but he has received his Explanation of Benefits from his insurance indicating they denied the charge and he can be billed for it. On a prior call to our office regarding this concern we conducted a review of his visit and based on the information contained in [redacted]'s medical record, the initial physician was very specific with her concerns for the condition of [redacted]'s feet and thus gave the referral [redacted] mentioned. The podiatrist also noted concerns with [redacted]'s feet and proceeded to cut his toenails to help address those concerns.Nail debridement is not a service that is covered by Medicare and [redacted]'s second insurance also didn't provide any benefit; this is likely how and why they informed him the $108 charge will be his responsibility to pay. Once that charge is billed to him we will be happy to work with [redacted] on an arrangement to allow him to pay the balance over time if needed.Please accept this response to his complaint and our respectful request to close this complaint.

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.
Here is why I do not accept that my coding cannot be changed. I had my records pulled for the appointment in question. The first thing it says is that "Patient presents with: Physical." The scheduling staff verified my appointment was scheduled as a complete physical exam and that the appointment was COMPLETED as a physical. The preventive exam from November 2014 was with my OB/GYN which is totally different and my insurance fully covers an annual well woman visit, which is what I had in November, as well as an annual routine physical. Both are 100% covered with no copay. I verified this with my insurance. So, my appointment was scheduled as a physical, I received a physical (had to change into a gown and get breathing checked, etc.). Both nurses in Dr. [redacted]'s office verified the computer shows I came for a physical. Both women at the scheduling desk also confirmed this as well. So, the doctor seems to be the only one not on board. And, if, for some reason, she didn't perform every function that is part of a physical exam, then that is malpractice or something because I scheduled a physical and should have received one (which I believe I did). When I saw her in past years for annual follow-ups to my hypertension, I never had to change into a gown and have anything else about myself checked. Like Aurora pointed out, an Account Specialist with Aurora has or will be filing a complaint on my behalf with Aurora Administration. I spoke with the Account Specialist last Friday, so I don't know if this has been filed yet. I intend to take this as far as I need to in order to get it resolved. Mostly out of principle, but also because I shouldn't have to pay anything for this visit, plus I don't want to lose my wellness incentive payment from my employer hat I will get for having my annual physical. 
Regards,
[redacted]

Revdex.com of Wisconsin
June 9 2015
RE: Aurora Health Care complaint [redacted]
 
Revdex.com personnel,
 
We are pleased to inform you that [redacted]'s complaint has been successfully resolved. His concern was that he was billed for service he didn't receive and he was also sent to a third...

party collection agency for those same charges.
Regrettably [redacted] was correct; our review revealed a registration error where his account was incorrectly linked to the charges in question. We have since unlinked his account and linked it to the correct patient who incidentally has the same name. We have also contacted the collection agency, notified them of the error, requested they update the information sent to the credit bureaus and provide [redacted] with confirmation of the actions taken.
[redacted] was notified of the efforts by phone and was receptive to this information. We offer a sincere apology for the mix up but are confident this matter has been resolved now.

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 not heard from Aurora as to the reason that the transaction for $5900 was done TWICE on my account.  I think it is reasonable to expect an explanation of this error and assurance that it will not ever happen again as well as why it took four days to refund the money to my bank account.  This was a HUGE sum of money for me and I spent a lot of time on the phone trying to get it resolved.  No representative from Aurora has ever expressed apologies or reasons for this happening.  Also, in the response from Aurora to Revdex.com stating that the complaint was sent to the wrong Aurora does not satisfy me for it taking two more MONTHS to try to resolve this now.  If I had made an error like this I would have had to pay a huge penalty fee.
Regards,
[redacted]

Consumer has been sent the consent to release information form.

This complaint was received in our office yesterday. An acknowledgement letter and consent release has been mailed to Mrs. Tasha [redacted] today.

Revdex.com of WisconsinSeptember 20 2016RE: Aurora Health Care complaint [redacted] Revdex.com, We have been unable to reach Julie to discuss the concerns she raised in her complaint and we have not received the necessary authorization to provide a more detailed response. The attached letter...

has been sent asking her to contact our office at her convenience so we can address this matter. Please accept this notice as our attempted resolution.

Revdex.com of WisconsinSeptember 9 2015RE: Aurora Health Care complaint [redacted]Revdex.com personnel,We have received [redacted]'s rejection of our reply to his complaint and though he disagrees with our findings, our position on this matter remains unchanged.In our initial reply we fully acknowledged there were errors on the first claims sent to his insurance and we corrected those errors and sent new claims. Visits cannot be coded just so insurance will pay a claim; the claim has to accurately reflect services provided with supporting documentation. Prior to contacting [redacted] for this complaint, he contacted our office still disputing the account balance and another review was initiated and has since been completed. Our findings confirm that all necessary corrections have already been made on this matter so at this time there is no further action left for Aurora to take. We respectfully disagree with [redacted] that he is being forced to correct our errors as there are no errors that need correcting. He still has the option of getting the records for he and his wife's visit and working with our medical record department if he feels the information is inaccurate and he can set up a payment plan to pay the balance over time but he continues to refuse those options he risks this account being placed with a third party collection agency.Respectfully, we ask the Revdex.com to close this complaint at this time.

Revdex.com of Wisconsin
January 15 2015
RE: Aurora Health Care complaint [redacted]
 
Revdex.com personnel,
 
We've made contact with [redacted] and her concerns center around two issues; how a visit to an Aurora clinic was processed and a how a credit was applied to her account.
The specific...

location [redacted] went to is a walk in clinic that can provide care comparable to urgent care but it is not credentialed as an urgent care facility nor does it have a tax ID that specifies an urgent care location. As such, [redacted]'s visit was billed to her insurance as an office visit and it cannot be rebilled as urgent care to her insurance. She now understands this but is still disappointed in having to pay a larger than expected amount.
With regards to her concern involving a credit, in August 2014 an overpayment to a collection agency resulted in a credit of $187. [redacted] was unaware of this credit and while disputing the balance from the above clinic visit it was applied without her knowledge. The clinic visit charges totaled $322.73; after the credit the balance was $135.46. Per her request, we are able to refund the $187 credit but that will increase the balance back to the original amount of $322.73. [redacted] was notified the credit will be returned and of the balance increase; she was receptive of the information but didn't specify if she would pay the balance.
Our process is to bill patients for six consecutive months and at that time, any unpaid amounts will be placed with a third party collection agency. If [redacted] decides to pay the bill we are happy to offer an interest free payment plan where she can manage the payments each month. It is our hope she will consider this option. Please accept this response to her complaint.

Revdex.com of Wisconsin
January 16 2015
RE: Aurora Health Care complaint [redacted]
 
Revdex.com,
 
As accounts were transitioned to our partner company, some of the existing arrangements were updated to meet new repayment criteria. The right to review accounts for an increase in payment will always be present however, and though [redacted] may disagree, we would consider the purposed $26 increase a small amount considering the account in question has a balance in excess of $3500.
Despite this fact, we've contacted our partner, the previous $20 arrangement will be honored and we encourage [redacted] to contact them also to finalize any remaining details. By taking these steps and with this notification to you, we can consider this matter to be resolved now.

Revdex.com of Wisconsin
January 14 2015
RE: Aurora Health Care complaint [redacted]
 
Revdex.com personnel,
 
We are aware that [redacted] continues to dispute the amount billed to him and has rejected our reply to his complaint. Unfortunately this leaves us at an impasse for this matter.
It is very clearly understood that [redacted] disagrees with the billing for his visit but Aurora operates under guidelines established by the American Medical Association and the practice of billing fracture care as a bundle of anticipated visits is an accepted practice. If [redacted] were to have went to another provider and received the exact same service it likely would have been billed in the exact same manner for this reason.
Since filing his complaint [redacted] has paid the balance in full. We thank him for doing so and though he disagrees with our position it was never our intent to financially take advantage of him and we do not feel as though we have. Despite being employees of Aurora Health Care, each individual here would also be subject to the same billing protocol as [redacted] under this scenario.