We have reviewed all the patients payments and applied to the intended accounts per the patient’s dad, MrC*** The patient is being billed for charges that were incurred prior to BCBS and per MrC***, these charges should have been billed to Centerpoint We called and verified that the patient was eligible and have filed to Centerpoint (these are charges) MrC [redacted] was advised to allow time for the claims process and we will follow up with him about a possible refund MrC [redacted] understood and was appreciative
Ms*** overpayment was located and moved to the correct balance. Ms*** does not currently have a balance, but still has charges pending insurance. She has a remaining
credit of $in undistributed and she has requested that it remain on her account for any future charges. We explained everything over the phone with her and have also mailed her itemized statements reflecting where her payments have been applied and she stated that she understood
Ms*** is concerned that this will continue to happen and we have provided her with a direct WFBMC Customer Service representative
Here is the response from our billing shop:
***-
"MARGIN: 0in 0in 0pt" class="MsoNormal">
The charges were reviewed and the Dr ordered both x-rays. We appropriately billed these to insurance.
Regarding the therapy visits, the staff collected a deposit amount. The patient’s insurance company applied deductible/coinsurance to her claims. We were able to apply a 70% discount to her balances. We have called the patient to advise but had to leave a voicemail to return our call
Thank you!
Marti
Below is the response I received back from our Security department relative to this complaint
"">
***,
This was addressed by Patient Experience and it was concluded that all involved personnel followed procedures in handling his property and he acknowledged receipt of items upon his discharge. Based on his signature indicating return of property, Risk Management assessed that there was no basis to compensate him for loss
Kevin
Below is the email I received back from out Corporate Revenue representatives:
From: [redacted] Sent: Wednesday, February 26, 2014 3:36 PMTo: [redacted]Cc: [redacted]Subject: RE: Revdex.com [redacted] Complaint
Hi [redacted]
I have reviewed Mrs. [redacted] complaint. The patient is [redacted], her husband. Here are my findings:
We mailed the first statement for $571.24 to Mr. [redacted] on 10/1/1012, the second statement was mailed out on 11/1/2012 with a due date of 11/22/2012 for the balance of $571.24. In her complaint Mrs. [redacted] states she paid $571.24 through our website on 12/6/2012, however we posted the payments on 12/3/2012 for the facility charges in the amount of $338.90 and 12/4/2012 for the professional charges in the amount of $232.34. The payment was applied to the charges the patient received the bill for and the wife should have been advised of this when she called the business office. The bill contained services for both the physicians charges and facility charges.
We mailed the first statement regarding the $609.10 charges on 1/1/2013. This balance included $497.47 that was mailed out our statement on 12/1/2012 along with the $571.24 balance. The December statement had a balance due of $1068.71 because the patient did not pay the $571.24 until 12/6/2012 which was after the statement had generated.
The $609.10 charges are from dates of services 11/2/2012, 10/19/2012, & 10/26/2012 in our new system and the patient did receive an appropriate collection letter because the balance of $497.47 is past due. As of today the collection activity on this account has been stopped.
The complaint also states the patient was never given information regarding the dispute of the number of injections that her husband received. The charges were researched and the billing office was advised from the doctors the charges were correct as billed. The patient was never advised that they were correct.
The patient insurance had approved 6 injections however he only received 2 injections, one in the right knee and one in the left knee for 16mg each.
We apologize that the call from the patient’s wife was not handled appropriately. This is a training issue and will be addressed.
A Senior representative will call the wife back today and review all issues with her and resolve any outstanding questions.
Thank you
[redacted]Service Excellence Support RepPatient Accounts & Collections100 Kimel Forest Dr. W-S, NC 27103
p ###-###-#### \ f ###-###-#### [redacted] \ WakeHealth.edu
We have reviewed all the patients payments and applied to the intended accounts per the patient’s dad, Mr. C[redacted]. The patient is being billed for charges that were incurred prior...
to BCBS and per Mr. C[redacted], these charges should have been billed to Centerpoint. We called and verified that the patient was eligible and have filed to Centerpoint (these are 2014 charges). Mr. C[redacted] was advised to allow time for the claims process and we will follow up with him about a possible refund. Mr. C[redacted] understood and was appreciative.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I spoke with a representative from WFUBMC earlier this week. They maintain no wrongdoing, which I have a problem with, and refuse to admit that they did not appropriately consent me and that their staff made misleading statements. While I find their business practice to be contrary to their "iCare" philosophy, I do not believe that they are willing to engage in any further arbitration and do not want to risk putting my account in default and tarnishing my credit score. My hope is that they do not continue these unethical practices and are particularly careful to properly educate less informed, less proactive, and/or lower income patients.
They are willing to discount a portion of my bill and promised that they engaged staff in additional training. I believe that the resolution reached is the best that can be done, and I appreciate the Revdex.com for advocating for consumer rights.
Regards,
[redacted]
We have reviewed all the patients payments and applied to the intended accounts per the patient’s dad, MrC*** The patient is being billed for charges that were incurred prior to BCBS and per MrC***, these charges should have been billed to Centerpoint We called and verified that the patient was eligible and have filed to Centerpoint (these are charges) MrC [redacted] was advised to allow time for the claims process and we will follow up with him about a possible refund MrC [redacted] understood and was appreciative
Ms*** overpayment was located and moved to the correct balance. Ms*** does not currently have a balance, but still has charges pending insurance. She has a remaining
credit of $in undistributed and she has requested that it remain on her account for any future charges. We explained everything over the phone with her and have also mailed her itemized statements reflecting where her payments have been applied and she stated that she understood
Ms*** is concerned that this will continue to happen and we have provided her with a direct WFBMC Customer Service representative
Here is the response from our billing shop:
***-
"MARGIN: 0in 0in 0pt" class="MsoNormal">
The charges were reviewed and the Dr ordered both x-rays. We appropriately billed these to insurance.
Regarding the therapy visits, the staff collected a deposit amount. The patient’s insurance company applied deductible/coinsurance to her claims. We were able to apply a 70% discount to her balances. We have called the patient to advise but had to leave a voicemail to return our call
Thank you!
Marti
Below is the response I received back from our Security department relative to this complaint
"">
***,
This was addressed by Patient Experience and it was concluded that all involved personnel followed procedures in handling his property and he acknowledged receipt of items upon his discharge. Based on his signature indicating return of property, Risk Management assessed that there was no basis to compensate him for loss
Kevin
Below is the email I received back from out Corporate Revenue representatives:
From: [redacted] Sent: Wednesday, February 26, 2014 3:36 PMTo: [redacted]Cc: [redacted]Subject: RE: Revdex.com [redacted] Complaint
Hi [redacted]
I have reviewed Mrs. [redacted] complaint. The patient is [redacted], her husband. Here are my findings:
We mailed the first statement for $571.24 to Mr. [redacted] on 10/1/1012, the second statement was mailed out on 11/1/2012 with a due date of 11/22/2012 for the balance of $571.24. In her complaint Mrs. [redacted] states she paid $571.24 through our website on 12/6/2012, however we posted the payments on 12/3/2012 for the facility charges in the amount of $338.90 and 12/4/2012 for the professional charges in the amount of $232.34. The payment was applied to the charges the patient received the bill for and the wife should have been advised of this when she called the business office. The bill contained services for both the physicians charges and facility charges.
We mailed the first statement regarding the $609.10 charges on 1/1/2013. This balance included $497.47 that was mailed out our statement on 12/1/2012 along with the $571.24 balance. The December statement had a balance due of $1068.71 because the patient did not pay the $571.24 until 12/6/2012 which was after the statement had generated.
The $609.10 charges are from dates of services 11/2/2012, 10/19/2012, & 10/26/2012 in our new system and the patient did receive an appropriate collection letter because the balance of $497.47 is past due. As of today the collection activity on this account has been stopped.
The complaint also states the patient was never given information regarding the dispute of the number of injections that her husband received. The charges were researched and the billing office was advised from the doctors the charges were correct as billed. The patient was never advised that they were correct.
The patient insurance had approved 6 injections however he only received 2 injections, one in the right knee and one in the left knee for 16mg each.
We apologize that the call from the patient’s wife was not handled appropriately. This is a training issue and will be addressed.
A Senior representative will call the wife back today and review all issues with her and resolve any outstanding questions.
Thank you
[redacted]Service Excellence Support RepPatient Accounts & Collections100 Kimel Forest Dr. W-S, NC 27103
p ###-###-#### \ f ###-###-#### [redacted] \ WakeHealth.edu
We have reviewed all the patients payments and applied to the intended accounts per the patient’s dad, Mr. C[redacted]. The patient is being billed for charges that were incurred prior...
to BCBS and per Mr. C[redacted], these charges should have been billed to Centerpoint. We called and verified that the patient was eligible and have filed to Centerpoint (these are 2014 charges). Mr. C[redacted] was advised to allow time for the claims process and we will follow up with him about a possible refund. Mr. C[redacted] understood and was appreciative.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I spoke with a representative from WFUBMC earlier this week. They maintain no wrongdoing, which I have a problem with, and refuse to admit that they did not appropriately consent me and that their staff made misleading statements. While I find their business practice to be contrary to their "iCare" philosophy, I do not believe that they are willing to engage in any further arbitration and do not want to risk putting my account in default and tarnishing my credit score. My hope is that they do not continue these unethical practices and are particularly careful to properly educate less informed, less proactive, and/or lower income patients.
They are willing to discount a portion of my bill and promised that they engaged staff in additional training. I believe that the resolution reached is the best that can be done, and I appreciate the Revdex.com for advocating for consumer rights.
Regards,
[redacted]