Callahan Roofing

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 HonorHealth. Laura 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 rudeness. Patient was happy with the outcome of her account being returned.

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 N. 27th 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 covered. But 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 bill. You 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 visits. When 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 given. I 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 2 different occasions I asked her about payments or deductibles and she clearly stated that my deductible was met and that it was covered. She 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 mistakes. Clearly after she was admitting she gave the wrong information on 2 different occasions. She said she wouldn't do that because I had already signed the paper anyway so I was still responsible for payment. So 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 mistake. So 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 happened. I'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 deductible. Because if there was I wasnt going to do treatment since I didn't  have the resources to do so. I asked right up front in the beginning of the first session. This 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. $297.071 would like this to be removed and finalize this once and for all.

The insurance originally paid and assigned the pt responsibility as $95.10 The insurance then reprocessed the claim and assigned the responsibility of $78.40. The account has been corrected and reflects the new balance. I will refund the $95.10 back to the father since he has indicated he is paying...

the $78.40. Once this payment posts to the account, it will no longer have a balance due.

I received a quick response back from our Manager of Outpatient Therapy Services in Anthem, who reported that patient has a remaining balance of $272.07, after reductions from billing, although this is not consistent with patient's response statement.  Manager believes this issue is more of a miscommunication between their front office personnel and the patient.  Rather than spend more time on this matter, Manager has requested for adjustment to write off the entire remaining amount.  As mentioned in our first response, a process has been implemented to assure this does not happen again.  Manager wanted to remind patient that the adjustment can take some time.

They need to do further research. This is specific to the Annual checkup and the hospital has the responsibility to ensure the cover[redacted] and guide patient on the charges. The Insurance policy covers the mammogram, and Insurance reps told it would have been, if hospital had billed it properly. Also 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 is. A hospital just to make money cannot perform tests without patients knowledge. If 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 patient. A hospital cannot do anything that they want and bill us. Also, I am very surprised by the comment that hospital told to patient and patients husband, about the general deductible which is applicable. In fact husband was never there, which makes me feel that the hospital has not taken this complaint seriously and has just responded generically. There was contacts made, but still no resolution. A covered mammogram has been charged by this hospital to the patient rather resolving with the hospital and with such hospital no one should be going. When asked specifically on the cover[redacted] and charges, the hospital can always get correct information from the insurance. There is no reason for extra charge or deductible charged, if the hospital had made genuine effort to figure it out. Well, 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 deductible. Also they did confirm as we always ask a service provider to check as we are very concerned about these hospital charges.Thanks

I spoke to [redacted] and listened to her issue.   Yes, she did go to collections but for 2 separate totals of $96.38, of which she paid one time.  What this issue was she had 2 accounts that were merged on 4/28/16 when she spoke to the 1st rep in self-pay.   She actually had 2...

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 $96.38 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