Callahan Roofing

Honor Health did not explain to me their billing procedures Dr B [redacted] said the charge was end of story I want the refund for$ end of story It is obvious that this business does not have the best interest of their patients in mind If they do not issue me a credit for $ then I will take them to court and they can explain to the judge why they didn't refund me properly and why I was overcharged in the first place

They need to do further researchThis is specific to the Annual checkup and the hospital has the responsibility to ensure the cover [redacted] and guide patient on the chargesThe Insurance policy covers the mammogram, and Insurance reps told it would have been, if hospital had billed it properlyAlso it has come to my light that the hospital has done some tests which are not covered without letting us know like 3D mammogram which I don't know what it isA hospital just to make money cannot perform tests without patients knowledgeIf we have come their for annual checkup, its should be limited to the allowed and covered tests and this hospital needs to confirm and inform the patientA hospital cannot do anything that they want and bill usAlso, I am very surprised by the comment that hospital told to patient and patients husband, about the general deductible which is applicableIn fact husband was never there, which makes me feel that the hospital has not taken this complaint seriously and has just responded genericallyThere was contacts made, but still no resolutionA covered mammogram has been charged by this hospital to the patient rather resolving with the hospital and with such hospital no one should be goingWhen asked specifically on the cover [redacted] and charges, the hospital can always get correct information from the insuranceThere is no reason for extra charge or deductible charged, if the hospital had made genuine effort to figure it outWell, we always ask to make sure, and it was told specifically that there will not be any charges, hence it is surprising that the responder has chosen to respond with generic statement on charges and deductibleAlso they did confirm as we always ask a service provider to check as we are very concerned about these hospital charges.Thanks

I personally only handle complaints and grievances from patients whose experience relates to their hospital visit In my case, I represent HonorHealth Deer Valley Hospital I forwarded this particular complaint to the Practice Administrator of the provider's office (HonorHealth Medical Group Deer Valley on N27th Ave.) where the patient's experience took place Attached is her response

I have read the letter and it is not consistent with what actually happened.I asked about any deductibles or out of pocket payments BEFORE my treatment not after! It was the day if my first appointment.She checked and said I had already met my deductible and that it was paid at 100% after meeting the deductible soo that I didn't have to worry about anything.It was after she told me this that I signed the paper where you are responsible for payment if any not coveredBut it was after she had just said to me that it was covered at 100%So I went ahead and did the treatment and later to my surprise I get a billYou can imagine my surprise and worry because barbara had already told me that it was "covered"I ask her about this in my appt and she says to call my insurance which I did and they said that all the information that they gave her was correct except number of visitsWhen I talked to Barbara several times she said the insurance was probably the one that gave her the wrong information.I contacted the insurance my self and they told me that they had listened to the call and that all the right information was givenI called Barbara back and told them that they are saying that they gave you all the correct information but number of visits she says that she had already called them herself and that yes all the information was correct.I asked her if you had all the right info why did you tell me it was covered when it wasn't true, she told me that it was a mistake and that she was "sorry" and I kept asking her why she did that because I understand making a mistake once but twice? In different occasions I asked her about payments or deductibles and she clearly stated that my deductible was met and that it was coveredShe apologized again and said "I said I'm sorry, I don't know what else you want me to do"I told her that I expect her to go to her supervisor and admitt to him that it was HER "mistake" and that it wasn't my responsibility to pay after someone else's mistakesClearly after she was admitting she gave the wrong information on different occasionsShe said she wouldn't do that because I had already signed the paper anyway so I was still responsible for paymentSo I told her "Soo it's ok to lie to the patient about insurance, as long as you make them sign the paper?" And she said well I didn't lie it was a mistakeSo after she apologized I asked to speak to her supervisor, she told me that he wasn't in.I asked her what times is he there and she said that the only way to contact him was thru email.But that there was no point in emailing him because she had already talked to him.This is why I know she did NOT give him the correct information on what really happenedI'm sure she doesn't want to admit she's at fault in front of her boss.This is the truth of what happened.I did apply for the charity because I didn't have the resources to pay for this bill, which is why I asked Barbara beforehand if there was any payment or deductibleBecause if there was I wasnt going to do treatment since I didn't have the resources to do soI asked right up front in the beginning of the first sessionThis is why it's unfair that I was made responsible for something I was told was "covered"However they did not pay the full amount they only covered partial so there is still a balance to be payed$would like this to be removed and finalize this once and for all

I spoke to [redacted] and listened to her issue Yes, she did go to collections but for separate totals of $96.38, of which she paid one time What this issue was she had accounts that were merged on 4/28/when she spoke to the 1st rep in self-pay She actually had separate balances for the same amount She is stating that she never received the other statements for the older balance She was very upset because the front office told her that having a receipt is not proof of payment I see the note from the office and it states something similar to what she was telling me In the future, please have the front office staff contact us when someone requests them to call us For good customer service, I will honor her dispute about not receiving the statements I am sending her a transaction by date that explains every visit and all the payments that are attached to each visit I highlighted the transactions that equal the $that are still due Once she reviews them, she will contact me to pay the back balance I have also recalled it from collections and I am having it removed from her credit report If you have questions, please contact me directly Annette I [redacted] Supervisor, Physician Billing/NSSCPhone: ###-###-####/Fax: ###-###-####/honorhealth.com

This is exactly what I explained on the phone to this company They continued to not return my phone calls, and respond in such a way that they do not believe me The company uses horrible business tactics to threaten and strongarm customers and need to re-examine their business practices and phone support

An Administrative decision was made to adjust off the patient's $charge

According to our Customer Service Liaison, Laura W [redacted] , the account was sent to collections in error and was returned yesterday (11/17/16) to continue on the payment plan with HonorHealthLaura has talked to the patient and she was happy to hear the account was returned She was upset that the [redacted] representative (our customer service contractor) was rude to her when she called Laura apologized to her for the reps rudenessPatient was happy with the outcome of her account being returned

*** *** and *** *** (***) was not aware aware of patient's concern until yesterday *** is where all of this took place The *** man***ment has since made contact with both patient and husband, as well as with Patient Financial Services, in order to assist with a
resolution It was documented that *** explained to patient and husband, at the beginning and as with all patients, that their deductible is applicable to most insurance companies Patients are to contact their insurance companies for amounts *** can tell a patient the cost of a procedure that will be billed to the insurance company, but cannot say what will actually be charged back to the patient That is up to the insurance company *** man***ment stated that inter-departmental communication could have been better

According to the Medical Group, they had had previously requested a refund check for the $on 01/31/ As a courtesy, they will now request a refund check for the full remaining amount of $78.00, so he will have all of his money back, as he was dissatisfied with their services

I received today the review response from our Patient Financial Services department They reported that the account patient’s father is referring to was re-processed by his insurance company, who paid the amount in full with no patient responsibility During the insurance re-processing
period, the account was sent to CCI (Computer Credit Inc.) which is an HonorHealth internal collection agency This account did not get reported to his credit There is now no balance owed

From: Z*** Pixie Sent: Thursday, February 18, 8:AMTo: M***, Debbie ; C***, Teresa Cc: I***, Annette ; P***r, Connie
Subject: RE: Revdex.com complaintOur records show that she saw DrAmanda Isbell on 12/16/2015. On the day of the visit there is a note from the practice that patient states her deductible was fully met and she did not need to pay a copay. Claim processed and a portion went to deductible. Audit shows there has been no inquiry on the account or rep notes from any of the billing reps that they took a call from this patient. The call center does not handle billing callsBased on the conversation that she had it makes me wonder if she was calling her insurance companies claims department and not the billing department. We will research further and resolve. We will send you back our resolution.Thank youPixie Z*** CPC, FACMPE|Network SrDirector, PN Revenue Cycle | Honor Health Medical Groupvoice: 623-434-x306684|fax: ***|cell: 602-228-7574honorhealth.com---------------------------------------------From: I***, Annette Sent: Thursday, February 18, 10:AM To: Z*** Pixie ; M***, Debbie ; C***, Teresa Cc: P***r, Connie Subject: RE: Revdex.com complaint This is ours. I have reviewed and had our insurance rep confirm. The patient only owes a co pay of $20. This is also a non-par issue, due to DrIsbell is still in the credentialing process. I have left a message for the patient to contact me directly Annette I***, Supervisor, Physician Billing/NSSC Phone: *** ***Fax: ***3806/honorhealth.com

Amanda G*** from Honor Health replied courteously to my response but *** said she has provided feedback to the party at handI completely understand and respect why my father was dischargedBut my inquiry instigated an unjust and superfluous comment by ***, DrZ***, ASSISTANT commenting about me in turn, *** probably mentioning that DrZ*** should discharge me as wellThis was not about the provider, it was about *** unruely slandering my name without any evidence or appointment of warning and this would have NOT have even happened if *** had not spoke with the doctorI haven't seen DrZ*** in a very long time, this is recrementitious unprofessional conduct of the medical assistant and she needs feedback so other patients do not receive the same repercussions and have their names or reputations slandered due to ***'s personal and prejudice backlash should not have been interjected in the business/medical settling if she does not have any valid documentation or evidence to do so

This patient scheduled her exam in early December and could not remember where her prior films were completed Notes were made in chart that patient did not know where her prior films were for comparison This is imperative in looking for small changes in breast tissue and to find cancer at its earliest stage and to reduce call backs of areas of dense tissue and calcifications Patient had exam on 12/10/and during that time technologist asked again regarding priors, notes made in mammography reporting system that she is not sure Patient named a few places and she said maybe Valley We called the next day and requested films from *** *** Per MQSA regulations, we read films in a timely manner and found that there was a need for magnification views Patient said during phone call to Mikala E*** that she may have waited for priors to arrive for comparison, so that she could have applied her deductible to and then maybe she would not due to anxiety Films did not arrive from *** *** until 12/21/ Patient had already came in for follow up and had been placed in a short term follow upWhen films did arrive, comparison was made and an amendment was placed on her report This area was part of her previous exams and a six month follow up would not be needed. Comparison films are very important in diagnosing early breast cancer This is why we ask this question to each patient that is scheduled at our facility We have done our very best to discuss this with the patient, but the issue is actually that insurance companies have high deductibles and mammograms are cyclical If your mammogram has always been done in the last quarter of the year, the deductible you pay is only good towards that year If you have your mammogram in the first quarter of the year if will apply to the entire year, but you will always have the deductible as a charge because insurance starts the deductible process again in January. The *** *** and *** *** strives to reduce anxiety and offer the highest in patient care, we apologize that this patient feels that she was not given that high level of service.Sherry RG***

I learned that this patient's complaint had nothing to do with care and treatment at [redacted]  Our Patient Financial Services department researched and determined that that the contact information for this complaint is below.  I have confirmed with the contact that this...

is correct.Annette I[redacted]Supervisor of Self Pay Department in Physician Network BillingAnnette.I[redacted]

Honor Health did not explain to me their billing procedures.  Dr B[redacted] said the charge was 55 end of story.  I want the refund for$ 58 end of story.  It is obvious that this business does not have the best interest of their patients in mind.  If they do not issue me a credit...

for $58  then I will take them to court and they can explain to the judge why they didn't refund me properly and why I was overcharged in the first place.

From: A[redacted], Jeff Sent: Friday, October 28, 2016 2:10 AM To: P[redacted], [redacted] <[redacted].P[redacted]@HonorHealth.com>; B[redacted], Jerry <Jerry.B[redacted]@HonorHealth.com> Subject: RE: Revdex.com complaint   Hi [redacted],   I have performed an investigation of this complaint and matter. ...

I have met with Barbara G[redacted] and asked her to explain anything she might remember about [redacted].  She indicated a very different history of communication between herself and [redacted] compared to the complaint.  Barbara followed our previously designed workflow, which was not designed well and offered ambiguity for these types of complaints.  There is no documented conversations between [redacted] and Barb and Barb indicates that this is a result of the fact that [redacted] did not ask her about her out of pocket expenses until the very end of care after she had received bills from Honorhealth.   There were two Insurance Verification forms filed on this case.  One was dated on 6/7/16 and one was 7/11/16.  The one from 7/11/16 was performed after the patient had been seen for 5 visits leaving 6 sessions remaining for the year.  Barbara printed off the 6/7/16 Insurance verification sheet and refiled it with two changes on 7/11/16.  The two changes were a correction to the visit count and a correction to include “After deductible” next to the original 100% written in the Coverage line.  There was not a new patient signature.   Because of the vagueness of this hand written form, it is easy to see how miscommunication can occur. As a result of similar instance of patients claiming they did not understand what they were signing or understanding their financial obligation to a deductible, we have revised and been using a new form across Therapy services that removes this ambiguity and has standardized script and workflow.   I have not spoken to [redacted] directly, but Barb did indicate that at the end of her sessions she asked for my contact information.  It appears that she addressed her concerns with PFS as indicated by the notes in the account history.  In September, she started the process of investigating her options for payments, applied for Charity and this was approved in early October.   In Barbara’s defense, she followed the current workflow for explanation and verification of benefits.  Although this was the case, Barbara clearly could have stated the benefits better on the sheet the patient was signing on 6/7/16 as indicated by her added verbiage on the 7/11/16 Insurance verification she printed off, corrected and rescanned.  [redacted] was not yet out of benefits.  So the only reason Barb would recheck insurance would be to check benefits at the patient request.  This indicates the patint had a valid concern (probably after receiving June’s bill.   In the patient’s defense, she never signed the Insurance verification again after 6/7/16.  The form that was corrected on 7/11/16.  This was her original form and there is no indication she acknowledged this change on the form and it is possible she did misunderstand the original information portrayed.  This is also indicated by her continuation of 4 sessions of therapy after the 7/11/16 date where the insurance had been called a second time.

Attached is our second response.

An Administrative decision was made to adjust off the patient's $201 charge.

This is exactly what I explained on the phone to this company.  They continued to not return my phone calls, and respond in such a way that they do not believe me.  The company uses horrible business tactics to threaten and strongarm customers and need to re-examine their business practices and phone support.