To Whom it May Concern, I am writing in response to the attached complaintI understand from the complaint that this patient is upset with Carle’s billing practices, believes that payments have been allocated incorrect, and feels that we are not returning phone calls Upon review of the account, it was found that the patient spoke w/ the Supervisor of Patient Accounts on 4/3/regarding his concernsHe was advised that she would begin researching his account and return a phone call to him when this was completedIn discussion with her, she advised that she is still reviewing his concerns and will be in contact with him shortly I apologize if we have failed to meet his expectations and appreciate his feedback [redacted] Team Lead Patient Financial Services- Customer Service Phone: Fax: [email protected]
Initial Business Response / [redacted] (1000, 5, 2015/10/26) */ To Whom It May Concern, I am writing to you in response to your complaint to the Revdex.com regarding a payment arrangement set up with CarleI understand from the complaint that you were making payments prior to or by the due date on your statement and were still sent to the Collection Agency Although there is a due date on every statement sent out by Carle, payments are due every to days regardless of the statement due dateIf payments are not received every to days, accounts are subject to be sent to an outside agency and that agency will then work with you on payments On October I was able to work with my manager and pull your balances back from the agenciesI called and informed you of that on the afternoon of October As of today, all of your balances are current with Carle and not with any outside agenciesIt appears that your last payment was made on October In order to ensure that your balances stay current with Carle please make sure that we are receiving your payment on or before November I apologize if we have failed to meet your expectations, and I thank you for your feedbackWe continually look for ways to improve the experience for our patients If you have any further questions please contact Patient Accounts at (XXX) XXX-XXXX Respectfully, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) [redacted] called me and informed me of their correcting the problemI called the collection company & they told me the bills had been called back from the collection agencyCarle billing is working to solve this problem in the futureAshley was very nice when she called & I am satisfied the problem is resolved
To Whom It May Concern:I am writing in regard to the complaint filed with the Revdex.com regarding billing practices and Carle's use of the Extended Business Office.The patient had agreed to a payment arrangement with one of our Self-Pay Receivables Representatives where he/she agreed to paying $on the 14th of every monthThe patient made the first payment with her on February 14, In March, the patient did not phone her to make the next payment on or by the 14th, therefore the account went to the Extended Business Office, as the patient was informed could happen if payments weren't made appropriately.Self-Pay Receivables has reviewed the progression of this account through the Carle billing process to the Extended Business Office and deemed it to be correct based on our billing/aging processThe patient had ample time to contact Self-Pay Receivables Representative of Carle Patient Accounts regarding the statement received in March if there were any questions/concerns surrounding the services.The patient will need to set up a payment arrangement with the Extended Business Office by calling [redacted] Accounts at [redacted] In order to keep the balances with Carle Patient Accounts out of collections the patient will need to contact Carle Patient Accounts at [redacted] to set up an appropriate payment arrangement.If you have any further questions please contact Patient Accounts at [redacted] Respectfully, [redacted] ***
To Whom it May Concern, I have reviewed the complaint for Mr*** *** but I was unable to find it on the Revdex.com website under my log-inI’ve attached a copy for your convenience. His concerns have been resolved as of 9/26/17. Please consider this case closedThank
you. *** ***Team LeadPatient Financial ServicesPhone: 217.383.1532Fax: 217.326.8208***
To Whom it May Concern, I am writing in response to the attached complaint which is a rebuttal from the below responseI understand that this patient is upset about our Patient Accounts department as he feels that staff are not returning his calls, putting him on hold, and not being open prior to 8am or after 5pmI also understand that he is unhappy with Carle’s billing practices and feels that his payments have been allocated incorrectlyHe also states in his letter that he contacted Patient Relations regarding his concerns The Supervisor of Patient Accounts has been working with this patient for an extended period of time and has spoken with him on the phone numerous timesIn her last conversation with the patient, she advised that she was going to complete an extensive review of his accounts and follow up with himAs of today, 4/23/18, she has mailed out a letter to explain the research and review that has been done on his accountHe will need to work with her on any follow up necessary I apologize if we have failed to meet his expectations as a Patient Accounts departmentThere are times that it is necessary to put patients on hold to review account information and/or reach out to other parties to get answersAlthough we are open Monday through Friday from 8am-5pm, he can also use his MyCarle account to send questions through the MyCarle messaging system for after-hours issues Again I apologize if we failed to meet his expectations and thank him for bringing his concern to our attentionAt this time the Supervisor of Patient Accounts is working with the patient to resolve his concerns *** *** Team Lead Patient Financial Services Phone: Fax: [email protected]
To Whom It May Concern:I am writing in regard to the complaint filed with the Revdex.com regarding billing practices and Carle's use of the Extended Business Office.The patient had agreed to a payment arrangement with one of our Self-Pay Receivables Representatives where he/she agreed to...
paying $250.00 on the 14th of every month. The patient made the first payment with her on February 14, 2017. In March, the patient did not phone her to make the next payment on or by the 14th, therefore the account went to the Extended Business Office, as the patient was informed could happen if payments weren't made appropriately.Self-Pay Receivables has reviewed the progression of this account through the Carle billing process to the Extended Business Office and deemed it to be correct based on our billing/aging process. The patient had ample time to contact Self-Pay Receivables Representative of Carle Patient Accounts regarding the statement received in March 2017 if there were any questions/concerns surrounding the services.The patient will need to set up a payment arrangement with the Extended Business Office by calling [redacted] Accounts at [redacted] In order to keep the balances with Carle Patient Accounts out of collections the patient will need to contact Carle Patient Accounts at [redacted] to set up an appropriate payment arrangement.If you have any further questions please contact Patient Accounts at [redacted]Respectfully,[redacted]
Initial Business Response /* (1000, 5, 2015/10/26) */
To Whom It May Concern,
I am writing to you in response to your complaint to the Revdex.com regarding a payment arrangement set up with Carle. I understand from the complaint that you were making payments prior to or by the due...
date on your statement and were still sent to the Collection Agency.
Although there is a due date on every statement sent out by Carle, payments are due every 28 to 30 days regardless of the statement due date. If payments are not received every 28 to 30 days, accounts are subject to be sent to an outside agency and that agency will then work with you on payments.
On October 16 I was able to work with my manager and pull your balances back from the agencies. I called and informed you of that on the afternoon of October 16. As of today, all of your balances are current with Carle and not with any outside agencies. It appears that your last payment was made on October 13. In order to ensure that your balances stay current with Carle please make sure that we are receiving your payment on or before November 13.
I apologize if we have failed to meet your expectations, and I thank you for your feedback. We continually look for ways to improve the experience for our patients.
If you have any further questions please contact Patient Accounts at (XXX) XXX-XXXX.
Respectfully,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/10/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted] called me and informed me of their correcting the problem. I called the collection company & they told me the bills had been called back from the collection agency. Carle billing is working to solve this problem in the future. Ashley was very nice when she called & I am satisfied the problem is resolved.
To Whom it May Concern, I am writing in response to the attached complaint. I understand from the complaint that this patient is upset with Carle’s billing practices, believes that payments have been allocated incorrect, and feels that we are not returning phone calls. Upon review of...
the account, it was found that the patient spoke w/ the Supervisor of Patient Accounts on 4/3/18 regarding his concerns. He was advised that she would begin researching his account and return a phone call to him when this was completed. In discussion with her, she advised that she is still reviewing his concerns and will be in contact with him shortly. I apologize if we have failed to meet his expectations and appreciate his feedback. [redacted] Team Lead Patient Financial Services- Customer Service Phone: 217.902.5881 Fax: 217.902.7730 [email protected]
I am rejecting this response because:
I am rejecting the response because,I am still leaving messages that go un returned,put on hold all the time.The billing office is only open from 8 -5 how are people that work a 8-5 shift and aren't suppose to use their phone during work hours suppose to get a hold of the billing department.I also believe they are committing fraud by double chargeing for bills,taking payments and not crediting the correct account.I also believe they set you up for failure when they put you on a payment plan they don't send you a monthly bill you are just expected to remember to make a payment with in 30 days every month if you forget or are a day late they send you to collection or they apply the payment you sent in to the wrong account and try to say that it is not there fault it is yours,no call to remind you about the payment or letter they just send you straight to collection.I would like to know on a month base how many people they send to collection,also the billing personnel are very rude and bossy and treat you like you are beneath them. My General Pysician has worked for Carle for 26 years and told me there billing is terrible and they send people to collection to fast! They also have a patient relations department you are suppose to call about problems,well nobody ever answers that departments phone either or they put you on hold,l have never called any department at Carle with out being put on hold from anywhere from 2-30 minutes.Carle doesn't value your time at all it is all about them and as far as this lady suppose to be looking at the problem this has been going on for several years,it seems awfully funny that all of a sudden somebody would look in to this problem that I have been complaining about for years. I also have call in to my State Senator to talk about this problem and let someone in Carle administration know how bad the customer service is at Carle! In closing I would like to say this has put a hard ship on me and most likely right now I am having blood pressure problems that I think this problem is making it worse also my 15 year old son has been seeing a counselor for over a year at Carle ang because Carle can't get the bills correct I am stopping the counseling and any problems my son develops because he is not seeing his counselor I directly blame Carle Clinic and there terrible billing service and there inadequate customer service!
To Whom it May Concern, I am writing in response to the attached complaintI understand from the complaint that this patient is upset with Carle’s billing practices, believes that payments have been allocated incorrect, and feels that we are not returning phone calls Upon review of the account, it was found that the patient spoke w/ the Supervisor of Patient Accounts on 4/3/regarding his concernsHe was advised that she would begin researching his account and return a phone call to him when this was completedIn discussion with her, she advised that she is still reviewing his concerns and will be in contact with him shortly I apologize if we have failed to meet his expectations and appreciate his feedback [redacted] Team Lead Patient Financial Services- Customer Service Phone: Fax: [email protected]
Initial Business Response / [redacted] (1000, 5, 2015/10/26) */ To Whom It May Concern, I am writing to you in response to your complaint to the Revdex.com regarding a payment arrangement set up with CarleI understand from the complaint that you were making payments prior to or by the due date on your statement and were still sent to the Collection Agency Although there is a due date on every statement sent out by Carle, payments are due every to days regardless of the statement due dateIf payments are not received every to days, accounts are subject to be sent to an outside agency and that agency will then work with you on payments On October I was able to work with my manager and pull your balances back from the agenciesI called and informed you of that on the afternoon of October As of today, all of your balances are current with Carle and not with any outside agenciesIt appears that your last payment was made on October In order to ensure that your balances stay current with Carle please make sure that we are receiving your payment on or before November I apologize if we have failed to meet your expectations, and I thank you for your feedbackWe continually look for ways to improve the experience for our patients If you have any further questions please contact Patient Accounts at (XXX) XXX-XXXX Respectfully, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) [redacted] called me and informed me of their correcting the problemI called the collection company & they told me the bills had been called back from the collection agencyCarle billing is working to solve this problem in the futureAshley was very nice when she called & I am satisfied the problem is resolved
To Whom It May Concern:I am writing in regard to the complaint filed with the Revdex.com regarding billing practices and Carle's use of the Extended Business Office.The patient had agreed to a payment arrangement with one of our Self-Pay Receivables Representatives where he/she agreed to paying $on the 14th of every monthThe patient made the first payment with her on February 14, In March, the patient did not phone her to make the next payment on or by the 14th, therefore the account went to the Extended Business Office, as the patient was informed could happen if payments weren't made appropriately.Self-Pay Receivables has reviewed the progression of this account through the Carle billing process to the Extended Business Office and deemed it to be correct based on our billing/aging processThe patient had ample time to contact Self-Pay Receivables Representative of Carle Patient Accounts regarding the statement received in March if there were any questions/concerns surrounding the services.The patient will need to set up a payment arrangement with the Extended Business Office by calling [redacted] Accounts at [redacted] In order to keep the balances with Carle Patient Accounts out of collections the patient will need to contact Carle Patient Accounts at [redacted] to set up an appropriate payment arrangement.If you have any further questions please contact Patient Accounts at [redacted] Respectfully, [redacted] ***
To Whom it May Concern, I have reviewed the complaint for Mr*** *** but I was unable to find it on the Revdex.com website under my log-inI’ve attached a copy for your convenience. His concerns have been resolved as of 9/26/17. Please consider this case closedThank
you. *** ***Team LeadPatient Financial ServicesPhone: 217.383.1532Fax: 217.326.8208***
To Whom it May Concern, I am writing in response to the attached complaint which is a rebuttal from the below responseI understand that this patient is upset about our Patient Accounts department as he feels that staff are not returning his calls, putting him on hold, and not being open prior to 8am or after 5pmI also understand that he is unhappy with Carle’s billing practices and feels that his payments have been allocated incorrectlyHe also states in his letter that he contacted Patient Relations regarding his concerns The Supervisor of Patient Accounts has been working with this patient for an extended period of time and has spoken with him on the phone numerous timesIn her last conversation with the patient, she advised that she was going to complete an extensive review of his accounts and follow up with himAs of today, 4/23/18, she has mailed out a letter to explain the research and review that has been done on his accountHe will need to work with her on any follow up necessary I apologize if we have failed to meet his expectations as a Patient Accounts departmentThere are times that it is necessary to put patients on hold to review account information and/or reach out to other parties to get answersAlthough we are open Monday through Friday from 8am-5pm, he can also use his MyCarle account to send questions through the MyCarle messaging system for after-hours issues Again I apologize if we failed to meet his expectations and thank him for bringing his concern to our attentionAt this time the Supervisor of Patient Accounts is working with the patient to resolve his concerns *** *** Team Lead Patient Financial Services Phone: Fax: [email protected]
To Whom It May Concern:I am writing in regard to the complaint filed with the Revdex.com regarding billing practices and Carle's use of the Extended Business Office.The patient had agreed to a payment arrangement with one of our Self-Pay Receivables Representatives where he/she agreed to...
paying $250.00 on the 14th of every month. The patient made the first payment with her on February 14, 2017. In March, the patient did not phone her to make the next payment on or by the 14th, therefore the account went to the Extended Business Office, as the patient was informed could happen if payments weren't made appropriately.Self-Pay Receivables has reviewed the progression of this account through the Carle billing process to the Extended Business Office and deemed it to be correct based on our billing/aging process. The patient had ample time to contact Self-Pay Receivables Representative of Carle Patient Accounts regarding the statement received in March 2017 if there were any questions/concerns surrounding the services.The patient will need to set up a payment arrangement with the Extended Business Office by calling [redacted] Accounts at [redacted] In order to keep the balances with Carle Patient Accounts out of collections the patient will need to contact Carle Patient Accounts at [redacted] to set up an appropriate payment arrangement.If you have any further questions please contact Patient Accounts at [redacted]Respectfully,[redacted]
Initial Business Response /* (1000, 5, 2015/10/26) */
To Whom It May Concern,
I am writing to you in response to your complaint to the Revdex.com regarding a payment arrangement set up with Carle. I understand from the complaint that you were making payments prior to or by the due...
date on your statement and were still sent to the Collection Agency.
Although there is a due date on every statement sent out by Carle, payments are due every 28 to 30 days regardless of the statement due date. If payments are not received every 28 to 30 days, accounts are subject to be sent to an outside agency and that agency will then work with you on payments.
On October 16 I was able to work with my manager and pull your balances back from the agencies. I called and informed you of that on the afternoon of October 16. As of today, all of your balances are current with Carle and not with any outside agencies. It appears that your last payment was made on October 13. In order to ensure that your balances stay current with Carle please make sure that we are receiving your payment on or before November 13.
I apologize if we have failed to meet your expectations, and I thank you for your feedback. We continually look for ways to improve the experience for our patients.
If you have any further questions please contact Patient Accounts at (XXX) XXX-XXXX.
Respectfully,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/10/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted] called me and informed me of their correcting the problem. I called the collection company & they told me the bills had been called back from the collection agency. Carle billing is working to solve this problem in the future. Ashley was very nice when she called & I am satisfied the problem is resolved.
To Whom it May Concern, I am writing in response to the attached complaint. I understand from the complaint that this patient is upset with Carle’s billing practices, believes that payments have been allocated incorrect, and feels that we are not returning phone calls. Upon review of...
the account, it was found that the patient spoke w/ the Supervisor of Patient Accounts on 4/3/18 regarding his concerns. He was advised that she would begin researching his account and return a phone call to him when this was completed. In discussion with her, she advised that she is still reviewing his concerns and will be in contact with him shortly. I apologize if we have failed to meet his expectations and appreciate his feedback. [redacted] Team Lead Patient Financial Services- Customer Service Phone: 217.902.5881 Fax: 217.902.7730 [email protected]
I am rejecting this response because:
I am rejecting the response because,I am still leaving messages that go un returned,put on hold all the time.The billing office is only open from 8 -5 how are people that work a 8-5 shift and aren't suppose to use their phone during work hours suppose to get a hold of the billing department.I also believe they are committing fraud by double chargeing for bills,taking payments and not crediting the correct account.I also believe they set you up for failure when they put you on a payment plan they don't send you a monthly bill you are just expected to remember to make a payment with in 30 days every month if you forget or are a day late they send you to collection or they apply the payment you sent in to the wrong account and try to say that it is not there fault it is yours,no call to remind you about the payment or letter they just send you straight to collection.I would like to know on a month base how many people they send to collection,also the billing personnel are very rude and bossy and treat you like you are beneath them. My General Pysician has worked for Carle for 26 years and told me there billing is terrible and they send people to collection to fast! They also have a patient relations department you are suppose to call about problems,well nobody ever answers that departments phone either or they put you on hold,l have never called any department at Carle with out being put on hold from anywhere from 2-30 minutes.Carle doesn't value your time at all it is all about them and as far as this lady suppose to be looking at the problem this has been going on for several years,it seems awfully funny that all of a sudden somebody would look in to this problem that I have been complaining about for years. I also have call in to my State Senator to talk about this problem and let someone in Carle administration know how bad the customer service is at Carle! In closing I would like to say this has put a hard ship on me and most likely right now I am having blood pressure problems that I think this problem is making it worse also my 15 year old son has been seeing a counselor for over a year at Carle ang because Carle can't get the bills correct I am stopping the counseling and any problems my son develops because he is not seeing his counselor I directly blame Carle Clinic and there terrible billing service and there inadequate customer service!