Good morning,We have received this complaint and have been searching our database for patient, no resultsCan you please provide the actual patients name, or an account number?Thank you,Centura Disputes & Resolution Department
We have review the consumer's concerns, a resolution letter has been sent directly to consumerIf you would like a copy of correspondence please contact the consumerThank you
Complaint Response Date bumped because: Holiday
We are sorry that the consumer does not accept our communicated resolution the letter that has been sent to her explains in detail our findings and they standWe have closed this complaint
We have review the consumer’s concerns, a second resolution letter has been sent directly to consumer via secure email patient provided If you would like a copy of correspondence please contact the consumer Thank you
We received your response to the consumer complaint on 9/27/advising that they were still dissatisfied with our communicated resolution to them regarding this complaintWe will respond directly to the consumer with additional informationThis complaint is closed
Thank you for forwarding this complaint to our attentionWe are committed to protecting and respecting patient privacy and confidentiality, and we followed up directly with the named patient
Complaint: ***
I am rejecting this response because: They still haven't done anything except say they won't do anythingI understand that sometimes things arise when a medical procedure is done but this was a mammogramNothing elseIt's not like I had additional services preformed or additional screeningsI had a mammogram, which they do a hundred times per dayThey should know the costs associated with it much betterThey charged me almost DOUBLE what they said it was going to costThat's unacceptableAnd they won't do anything about itAll they say is the charge is the charge and I have to pay itAnd that's not right to tell someone that it will cost $and then get a bill for double once the test is already complete and say there is no recourse!
Sincerely,
Christine ***
Complaint: ***
I am rejecting this response because:I have not received any evidence or assurances that the security of my patient and financial information was not breached since my invoice was sent to someone else (I was told by Centura Health that my invoice was sent elsewhere, and I received another person's invoice) These invoices have "Activation Codes" written on them that according to Centura Health are used to "view your statement, make payments, schedule appointments, and more!" These invoices also have the Patient Account Number, Responsible party, amount charged and amount due.If there is no evidence or assurances that the security of my patient and financial information have not been breached, I would like Centura Health to provide credit and patient account monitoring to provide assistance should a breach in security occur, and to increase the likelihood that it would be caught in a timely manner.
Sincerely,
*** ***
Initial Business Response /* (1000, 9, 2015/10/13) */
We have completed our review of the consumer complaint, our detailed findings will be communciated to the consumer via letterYou may obtain a copy of that letter directly from the consumer if needed for your fileWe have closed this
complaint
Initial Consumer Rebuttal /* (2000, 11, 2015/10/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Money was finally credited to my account
Tell us why here... We received this complaint via our dedicated mailbox: *** on 01/07/Due to the nature of the complaint invloving *** *** as she stated in the complaint, we contacted them directly and requested that they follow up
specifically in providng the proof of payment (copy of the check) that she says was sent to themUnfortunately, they have not resoinded back with their review and research of the payment historyIn addition the consumer did not provide the hospital account number andor the name of her daughter with the date of the service to help expedite the researchIt is being escalated for final closure the final resolution will be communciated to the consumer by letter
We have reviewed and closed this complaint responding directly to the consumer with the final determination. Stephanie ***Customer ServiceRevenue Management
This consumer complaint has been resolved and specific information is being sent directly to themWe cannot address the complaint regarding the spouse as the consumer did not include her full name and info in HIPAA complianceShe will need to submit that information to us directly via our
dedicated email ;[email protected]
Thank you for the information that has been provided. In order to serve you best please provide specific details, date of service and account number this complaint refers to; we will follow up with via mail once the details of your complaint are provided.Thank you,Centura Health Dispute &...
Dear Revdex.com,The information as submitted by the consumer is lacking critical information for us to move forward in addressing the complaint.Thanks,Centura Health Dispute & Resolution Department
I attached 4 letters I sent to Centura regarding their incorrect/unclear billing. The other letters are cut and pasted below. Centura needs to clean up their billing, send out correct statements and make sure their records are correct. 8 - To Whom It May Concern: I, [redacted], received a Notice of Denial of Payment (NDP) dated 11/17/2015. The NDP cites "Member Self Directed Out of Network" for services provided September 9 through 28th, 2015 by Centura Home Care. However, they were approved as in-network both by Centura and Porters Adventist Hospital, who has my complete insurance information, before services commenced. Please check your records. Thank you for your assistance in this matter. I look forward to your response.Jan. 11 - I have reviewed a statement dated December 28, 2015 for the above-referenced amount. Date of Service is listed as 10/22/2015 and Type of Service Received indicated is Out-Patient. My records show I did not take Mrs. [redacted] to Porters on that date, neither did her son. We are the only two people who would have taken her to an appointment. Please check your records, determine the correct Date of Service and re-send the bill. Jan. 29 - Porter Adventist HospitalP.O. Box 561430Denver, CO 80256-1430 Re: [redacted] [redacted] [redacted]
[redacted] [redacted]
[redacted] [redacted]
[redacted] [redacted]
[redacted] [redacted]
[redacted] [redacted]To Whom It May Concern:Enclosed please find check #6376 for $652.28 to cover the first five (5) charges listed above. Please send an expanded service description for the Account #PA [redacted] - $80.00 which has a Date of Service of 11/12/15. On that particular day, Mrs. [redacted] was a patient at [redacted] Care. As far as I know, she never left the facility. Thank you for your attention to this matter. I sent another letter on February 5 via Centura's website regarding incorrect bill.
Complaint: [redacted]
I am rejecting this response because: I received a phone call from Heather in...
Centura Health Customer Service on 3/29/16 apologizing for not properly posting payments from my insurance company to advising me that Centura is going to (1) refund to me $111.59, (2) remove the outstanding amounts of $40.33 and $71.82 from my account balance and comp me the $71.82 for my inconvenience, (3) recall the outstanding invoice for $112.15 ($40.33 and $71.82) from the pre-collections agency Medicredit, (4) issue revised invoices from Centura Billing showing the one account at a $0 balance (account [redacted]) and the other with the refund of $111.59 (account [redacted]), (5) issue a confirmation letter that the original outstanding bill for $112.15 had been retracted from Medicredit by Centura Health, and (6) that she (Heather) would follow up with me on Friday, April 1.As of today, Tuesday April 5, none of the above items have occurred and I just received a BILL from Centura Health for $71.82. I attempted to contact Heather at Customer Service but was only able to reach voicemail.
Sincerely,
[redacted]
April 17, 2018Revdex.com3801
E. Florida Avenue, Suite 350Denver,
CO 80210RE: Case # [redacted]Consumer Info: [redacted]Dear Sir/Madam,We have closed this complaint and sent our detailed
letter of response directly to the Guarantor.You may...
request a copy of that letter directly from the Consumer if needed
for your file. Please send all requests and correspondence to the email address [email protected],The Centura Dispute and Resolution Department
Good morning,We have received this complaint and have been searching our database for patient, no resultsCan you please provide the actual patients name, or an account number?Thank you,Centura Disputes & Resolution Department
We have review the consumer's concerns, a resolution letter has been sent directly to consumerIf you would like a copy of correspondence please contact the consumerThank you
Complaint Response Date bumped because: Holiday
We are sorry that the consumer does not accept our communicated resolution the letter that has been sent to her explains in detail our findings and they standWe have closed this complaint
We have review the consumer’s concerns, a second resolution letter has been sent directly to consumer via secure email patient provided If you would like a copy of correspondence please contact the consumer Thank you
We received your response to the consumer complaint on 9/27/advising that they were still dissatisfied with our communicated resolution to them regarding this complaintWe will respond directly to the consumer with additional informationThis complaint is closed
Requires additional research it is being escalated for review
Thank you for forwarding this complaint to our attentionWe are committed to protecting and respecting patient privacy and confidentiality, and we followed up directly with the named patient
Complaint: ***
I am rejecting this response because: They still haven't done anything except say they won't do anythingI understand that sometimes things arise when a medical procedure is done but this was a mammogramNothing elseIt's not like I had additional services preformed or additional screeningsI had a mammogram, which they do a hundred times per dayThey should know the costs associated with it much betterThey charged me almost DOUBLE what they said it was going to costThat's unacceptableAnd they won't do anything about itAll they say is the charge is the charge and I have to pay itAnd that's not right to tell someone that it will cost $and then get a bill for double once the test is already complete and say there is no recourse!
Sincerely,
Christine ***
Complaint: ***
I am rejecting this response because:I have not received any evidence or assurances that the security of my patient and financial information was not breached since my invoice was sent to someone else (I was told by Centura Health that my invoice was sent elsewhere, and I received another person's invoice) These invoices have "Activation Codes" written on them that according to Centura Health are used to "view your statement, make payments, schedule appointments, and more!" These invoices also have the Patient Account Number, Responsible party, amount charged and amount due.If there is no evidence or assurances that the security of my patient and financial information have not been breached, I would like Centura Health to provide credit and patient account monitoring to provide assistance should a breach in security occur, and to increase the likelihood that it would be caught in a timely manner.
Sincerely,
*** ***
This complaint is being escalated to the Hospital for Grievance ReviewWe will require additional time for this process
We received the invoice with the zero balance in the mail today
Initial Business Response /* (1000, 9, 2015/10/13) */
We have completed our review of the consumer complaint, our detailed findings will be communciated to the consumer via letterYou may obtain a copy of that letter directly from the consumer if needed for your fileWe have closed this
complaint
Initial Consumer Rebuttal /* (2000, 11, 2015/10/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Money was finally credited to my account
Tell us why here... We received this complaint via our dedicated mailbox: *** on 01/07/Due to the nature of the complaint invloving *** *** as she stated in the complaint, we contacted them directly and requested that they follow up
specifically in providng the proof of payment (copy of the check) that she says was sent to themUnfortunately, they have not resoinded back with their review and research of the payment historyIn addition the consumer did not provide the hospital account number andor the name of her daughter with the date of the service to help expedite the researchIt is being escalated for final closure the final resolution will be communciated to the consumer by letter
We have reviewed and closed this complaint responding directly to the consumer with the final determination. Stephanie ***Customer ServiceRevenue Management
This consumer complaint has been resolved and specific information is being sent directly to themWe cannot address the complaint regarding the spouse as the consumer did not include her full name and info in HIPAA complianceShe will need to submit that information to us directly via our
dedicated email ;[email protected]
Thank you for the information that has been provided. In order to serve you best please provide specific details, date of service and account number this complaint refers to; we will follow up with via mail once the details of your complaint are provided.Thank you,Centura Health Dispute &...
Resolution Department
Dear Revdex.com,The information as submitted by the consumer is lacking critical information for us to move forward in addressing the complaint.Thanks,Centura Health Dispute & Resolution Department
I attached 4 letters I sent to Centura regarding their incorrect/unclear billing. The other letters are cut and pasted below. Centura needs to clean up their billing, send out correct statements and make sure their records are correct. 8 - To Whom It May Concern: I, [redacted], received a Notice of Denial of Payment (NDP) dated 11/17/2015. The NDP cites "Member Self Directed Out of Network" for services provided September 9 through 28th, 2015 by Centura Home Care. However, they were approved as in-network both by Centura and Porters Adventist Hospital, who has my complete insurance information, before services commenced. Please check your records. Thank you for your assistance in this matter. I look forward to your response.Jan. 11 - I have reviewed a statement dated December 28, 2015 for the above-referenced amount. Date of Service is listed as 10/22/2015 and Type of Service Received indicated is Out-Patient. My records show I did not take Mrs. [redacted] to Porters on that date, neither did her son. We are the only two people who would have taken her to an appointment. Please check your records, determine the correct Date of Service and re-send the bill. Jan. 29 - Porter Adventist HospitalP.O. Box 561430Denver, CO 80256-1430 Re: [redacted] [redacted] [redacted]
[redacted] [redacted]
[redacted] [redacted]
[redacted] [redacted]
[redacted] [redacted]
[redacted] [redacted]To Whom It May Concern:Enclosed please find check #6376 for $652.28 to cover the first five (5) charges listed above. Please send an expanded service description for the Account #PA [redacted] - $80.00 which has a Date of Service of 11/12/15. On that particular day, Mrs. [redacted] was a patient at [redacted] Care. As far as I know, she never left the facility. Thank you for your attention to this matter. I sent another letter on February 5 via Centura's website regarding incorrect bill.
Complaint: [redacted]
I am rejecting this response because: I received a phone call from Heather in...
Centura Health Customer Service on 3/29/16 apologizing for not properly posting payments from my insurance company to advising me that Centura is going to (1) refund to me $111.59, (2) remove the outstanding amounts of $40.33 and $71.82 from my account balance and comp me the $71.82 for my inconvenience, (3) recall the outstanding invoice for $112.15 ($40.33 and $71.82) from the pre-collections agency Medicredit, (4) issue revised invoices from Centura Billing showing the one account at a $0 balance (account [redacted]) and the other with the refund of $111.59 (account [redacted]), (5) issue a confirmation letter that the original outstanding bill for $112.15 had been retracted from Medicredit by Centura Health, and (6) that she (Heather) would follow up with me on Friday, April 1.As of today, Tuesday April 5, none of the above items have occurred and I just received a BILL from Centura Health for $71.82. I attempted to contact Heather at Customer Service but was only able to reach voicemail.
Sincerely,
[redacted]
April 17, 2018Revdex.com3801
E. Florida Avenue, Suite 350Denver,
CO 80210RE: Case # [redacted]Consumer Info: [redacted]Dear Sir/Madam,We have closed this complaint and sent our detailed
letter of response directly to the Guarantor.You may...
request a copy of that letter directly from the Consumer if needed
for your file. Please send all requests and correspondence to the email address [email protected],The Centura Dispute and Resolution Department