Chester County Hospital

February 13, 2017Dear [redacted] ***:I am in receipt of the letter issued by the Revdex.com to The Chester County Hospital on 1/31/17.I reviewed the complaint received by the Revdex.com from one of our patients The Patient Financial Services (PFS) team at Chester County Hospital, as well as the hospital Controller, has researched the patient accounts account and reached out to discuss what occurred on the account.As the patient indicated, she made multiple attempts from late December until early February to have an outstanding balance on her account addressed Notes on the patient account show that proof of payment was received on we this account issue,After discussing the account with the PFS team as well as cash posting manager, we determined that there were missed steps on our part that contributed to the issueWe concluded, Chester County Hospital personnel in order to have the review completed.Chester County Hospital agrees that this was an error and should have been resolved in a timelier manner by following the steps that were already in place.From the initial receipt of proof of payment on 12/29/until 2/7/17, it does not appear that the follcalls from the patient were made directly to Chester County HospitalWe have followed up with our customer service call center to determine if they received these follcalls and failed to escalate appropriately On or around 2/7/17, Chester County Hospital was contacted directly by the patientOn that same day, we placed a hold on the account to stop all collection activity while we investigatedLater that same day, we adjusted the account balance to $so that the patient would no longer receive any statements or phone callsBoth Patient Financial Services staff and hospital Controller made multiple attempts to speak with the patient that day.Following this review, I do acknowledge that errors were is made and that we have since resolved the outstanding account issue and called the patient to review,Please feel free to contact me at the number below should you any additional information.Sincerely,Ryan S

February 9, 2016Dear [redacted] ***: We are in receipt of the complaint letter concerning the above customerAt this time, we are in direct communications with the customer to address her concerns and come to an agreeable conclusionIf you have additional questions or concerns, please feel free to contact me directly at ###-###-####.Sincerely, John GPT, MS, OCSDirector, Physical Rehabilitation and Sports Medicine

From: Revdex.com of Metro Washington DC # Date: Wed, Oct 22, at 4:PMSubject: Fwd: [redacted] To: [redacted] < [redacted] > ---------- Forwarded message ---------- From: [redacted] *** < [redacted] > Date: Wed, Oct 22, at 1:PM Subject: [redacted] To: [email protected] The business office called yesterday to ask if I was still receiving statements from them I explained the whole mess and the person who called acknowledged the problem I was given a transaction reference number to the attempt to correct the problem and was also told this was going into an accelerated system but that there was no way to know when the issue would be corrected No apology was offered

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.] RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Although there was no written apology, the oral one was most satisfactory. The hospital has taken further steps to correct the source of the error which was an outside contractor and is reviewing practices and policies with that contractor. The account has been adjusted to reflect the payment and I also now have the phone number of someone in the business office. Apparently the initial complaint was somehow sent to the physical therapy department instead of the business office. That contributed to the delay. I was also told by the business office that they were now addressing the complaint with the BBB. Thank you so much for your help. Regards, [redacted] ***

From: Revdex.com of Metro Washington DC
dir="ltr" "">Date: Wed, Oct 22, at 4:PMSubject: Fwd: [redacted]To: [redacted]
---------- Forwarded message ----------
From: [redacted]
Date: Wed, Oct 22, at 1:PM
Subject: [redacted]
To: [email protected]
The business office called yesterday to ask if I was still receiving statements from them. I explained the whole mess and the person who called acknowledged the problem. I was given a transaction reference number to the attempt to correct the problem and was also told this was going into an accelerated system but that there was no way to know when the issue would be corrected. No apology was offered

September 6, 2017Dear [redacted]:I am in receipt of the letter issued by the Revdex.com to The Chester County Hospital on 8/25/17.I reviewed the complaint received by the Revdex.com from one of our patients and The Patient Financial Services (PFS) team at Chester County Hospital has researched...

the patient account to determine what occurred on the account.As the patient indicated, she entered into a payment arrangement with Chester County Hospital and faithfully made payments. Our records indicate that is accurate and reflect $0.00 balance due on her account. The patient does have one additional account that is still in process with insurance, but the account shows no patient responsibility and no Statements sent. The Chester County Hospital PFS verified that none of the patient's accounts are actively in collections with any agency. We believe that it may be possible the patient is in collections for a balance due to another group - not Chester County Hospital. One of the PFS team members is attempting to contact the patient to discuss further.As for the patient’s concern about the presentation of statements and the inclusion of statement number and not account number, this is done as part of the process to reduce mailing to patients. Chester County Hospital used to send an individual statement to patients for each open account. This would become quite confusing to patients with multiple open accounts. Chester County Hospital Switched to a billing process that allowed multiple accounts for a patient to be included on a single statement. This reduces the number of bills the patients are receiving and gives a better picture of true open balance. A product of this change was a switch from account number on statement, as there could be multiple, to single statement numbers.Please feel free to contact me at the number below should you need any additional information.Sincerely,Ryan S. Director, Hospital Accounts Receivable Patient Accounting

February 13, 2017Dear [redacted]:I am in receipt of the letter issued by the Revdex.com to The Chester County Hospital on 1/31/17.I reviewed the complaint received by the Revdex.com from one of our patients.  The Patient Financial Services (PFS) team at Chester County Hospital, as well as...

the hospital Controller, has researched the patient accounts account and reached out to discuss what occurred on the account.As the patient indicated, she made multiple attempts from late December 2016 until early February 2017 to have an outstanding balance on her account addressed.  Notes on the patient account show that proof of payment was received on we this account issue,After discussing the account with the PFS team as well as cash posting manager, we determined that there were missed steps on our part that contributed to the issue. We concluded, Chester County Hospital personnel in order to have the review completed.Chester County Hospital agrees that this was an error and should have been resolved in a timelier manner by following the steps that were already in place.From the initial receipt of proof of payment on 12/29/16 until 2/7/17, it does not appear that the follow-up calls from the patient were made directly to Chester County Hospital. We have followed up with our customer service call center to determine if they received these follow-up calls and failed to escalate appropriately.  On or around 2/7/17, Chester County Hospital was contacted directly by the patient. On that same day, we placed a hold on the account to stop all collection activity while we investigated. Later that same day, we adjusted the account balance to $0.00 so that the patient would no longer receive any statements or phone calls. Both Patient Financial Services staff and hospital Controller made multiple  attempts to speak with the patient that day.Following this review, I do acknowledge that errors were is made and that we have since resolved the outstanding account issue and called the patient to review,Please feel free to contact me at the number below should you any additional information.Sincerely,Ryan S.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Although there was no written apology, the oral one was most satisfactory.  The hospital has taken further steps to correct the source of the error which was an outside contractor and is reviewing practices and policies with that contractor.  The account has been adjusted to reflect the payment and I also now have the phone number of someone in the business office.  Apparently the initial complaint was somehow sent to the physical therapy department instead of the business office.  That contributed to the delay.  I was also told by the business office that they were now addressing the complaint with the Revdex.com.
Thank you so much for your help.  
Regards,
[redacted]

February 9, 2016Dear [redacted]:We are in receipt of the complaint letter concerning the above customer. At this time, we are in direct communications with the customer to address her concerns and come to an agreeable conclusion. If you have additional questions or concerns, please feel free to...

contact me directly at ###-###-####.Sincerely,John G.PT, MS, OCSDirector, Physical Rehabilitation and Sports Medicine

February 9, 2016Dear [redacted]:
We are in receipt of the complaint letter concerning the above customer. At this time, we are in direct communications with the customer to address her concerns and come to an agreeable conclusion. If you have additional questions or concerns, please...

feel free to contact me directly at ###-###-####.Sincerely,
John G.
PT, MS, OCSDirector, Physical Rehabilitation and Sports Medicine

From: Revdex.com of Metro Washington DC<[email protected]>Date: Mon, Feb 27, 2017 at 9:57 AMSubject: Fwd: Complaint ID ID [redacted].To: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: [redacted] <[redacted].com>Date: Sat, Feb 25, 2017 at 9:22 AMSubject: Complaint ID ID [redacted].To: [email protected],I see that I am past the 10 day respond time but I would like to keep this complaint open. In regards to the response from Chester County Hospital on 2/13/17, I am disputing their claims that I failed to contact their billing department. I indeed contacted them several times and spoke to representatives in their billing department from November 2016 to February 2017, per my initial complaint to Revdex.com. They informed me every time that payment had not be received. I submitted payment through my HSA in October and it was processed in November. Chester County is at fault because they had 2 different account numbers placed with my account, which is why they probably couldn't find my proof/receipt of payment. I submitted proof of payment in December 2016 through mail and contacted them 7-10 days after (per their request because they said their billing department takes a while to received documents from the correspondence team) and they claimed a proof of payment was not received. In January, I faxed a proof of payment with the help of my HR department and Chester County billing department once again told me they did not received it. I asked to speak to a supervisor on 1/30/17 and I was told one would contact me in 24-48 hours. No one did. Chester County is claiming that they made several attempts to contact me. They did not. I have no record of calls received, missed calls, or voicemails from Chester County Hospital from the time I contacted them on 2/7/17. I see in the letter from Chester County Hospital that they are admitting errors were made, but this is unacceptable for the way I have been treated since October 2016. Their billing department is negligent and ill-equipped to handle customer service when they refuse to look into the matter further or reach out to a supervisor for help. For a billing department to say they will have a supervisor contact me in 24-48 hours is also unacceptable, especially when they don't even follow through. I am disgusted with the way this transaction was handled and I have spent way too much of my time at home and at my place of work to resolve this issue when Chester County Hospital did nothing to assist in the solution. Please submit this response as my displeasure with the way this was handled. I expect some other apology or compensation to be utilized before this case is closed. I at least would like a follow up apology letter from Chester County Hospital with a receipt that they have received my payment and that the balance is $0.00. Thank you for your time,[redacted].com

Review: I have a credit at this hospital due to a misapplied payment. They keep billing me and are now threatening reporting me for a bad debt and sending this to a collection agency. I have each month requested the credit to be applied to any outstanding balance. Employees have assured me that they are doing so. It never happens. Each bill becomes more and more threatening in tone and words. I should not have to pay them the $58 in order to have them write a check for that amount as a refund. You and I both know I will never see the money.Desired Settlement: I would like the account to be properly credited and I would like a written apology. I would also like to see this business audited in some way to correct their computer issues.

Consumer

Response:

From: Revdex.com of Metro Washington DC<[email protected]>

Date: Wed, Oct 22, 2014 at 4:33 PM

Subject: Fwd: [redacted]

To: [redacted] <[redacted]>

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Wed, Oct 22, 2014 at 1:31 PM

Subject: [redacted]

To: [email protected]

The business office called yesterday to ask if I was still receiving statements from them. I explained the whole mess and the person who called acknowledged the problem. I was given a transaction reference number to the attempt to correct the problem and was also told this was going into an accelerated system but that there was no way to know when the issue would be corrected. No apology was offered.