Cone Health

We are sorry to hear about this customer's experienceOur patient accounting team has reached out directly to the complainant to attempt resolution If we can be of additional assistance, we can be reached at [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/11/04) */ We are sorry to hear about this individual's experienceOur patient accounting team has reviewed and investigated this feedback and will be contacting this patient within the next week Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/11/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I haven't heard from the company, however after speaking with a senior representative who doesn't work in the billing department for customers service it appears the account was returned from collections

To: Revdex.com [redacted] *Greensboro, NC 27410336-852-From: Glenda D [redacted] RN, BSN, MPM, CPHQDirector Clinical Compliance and Regulatory ServicesOffice: [redacted] Email: [redacted] @conehealth.com Date: December Re: Complaint to RevDex.com around billing, Case Number: [redacted] Incident Date(s): November Thank you for the opportunity to respond to Mrand Mrs [redacted] and [redacted] ’s concerns regarding the billing processes that occurred after Mr [redacted] received treatment with the Cone Health System We want to apologize for the time and effort Mrand Mrs [redacted] spent trying to sort out this billing issueWe recognize that it is frustrating talking to several different people and not get a satisfactory resolution to a problem that is often described as a technical issueMr [redacted] ’s case was re-reviewed by one of the managers in patient accounting and was sent for review to the extended business office Our findings indicated that we attempted to fix the issue for Mr [redacted] around the coding of visits, and we were only partially successfulWe missed the 11/ visit, which then resulted in an additional bill being generated and sent to the [redacted] sWe have addressed that error, corrected the balance, which will create a credit and a refund for the Mr [redacted] for any payment made around the erroneous billIn addition, we are reviewing the process around coding to ensure that this issue is not repeated Conclusion Cone Health strives to do all we can to ensure that patients have a fair, courteous, and pleasant experience when interacting with any of our staff or employees We regret that in this case, when we identified the coding/ billing issue, our fix was not thorough enough and one visit was missedWe recognize that billing errors are a big dissatisfier for patients and their families and we work to make the process correct for each encounterPlease accept our apologyLet us know if we can be of any further assistance or if you require any further clarification Sincerely, Glenda D [redacted] RN, BSN, MPM, CPHQDirector Clinical Compliance and Regulatory ServicesOffice: [redacted] Email: [redacted] @conehealth.com

Initial Business Response / [redacted] (1000, 7, 2015/06/22) */ Thank you for taking the time to make us aware of the patient's experiencePlease know we will be reaching out to the patient to address his concern Sincerely, [redacted] , BSN, RN Office of Patient Experience

Initial Business Response / [redacted] (1000, 6, 2016/01/26) */ The patient's complaint was investigated by the Patient Accounting Department and a formal response, in the form of a letter, was sent to the patient.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and I accept it It is my hope that the calls are discontinued, and that this does not occur in the future As I did call in times in the past for this to be rectified, and it was not, I am hopeful that the involvement of the Revdex.com will ensure the situation is now resolved I am sorry for both parties it went to this step, but I feel I did give ample opportunity for this problem to be solved before moving to this action

Initial Business Response /* (1000, 6, 2016/04/25) */
This individual has spoken at length with a leadership member in our Patient Accounting DepartmentAll insurances have been filed and processed and the balance owed is patients responsibilityHe was advised that the account has been filed and
coded correctlyUnfortunately, his request to change coding and refile in order for the insurance to pay more would not be compliant with billing practices
Initial Consumer Rebuttal /* (3000, 8, 2016/05/02) */
*** The below Rebuttal was dictated to a Revdex.com employee as the consumer is blind and is unable to write or type***
Medicare told me that they filed it incorrectly under the wrong code and it needed to be redone as soon as they can so that my Medicare supplement will payMedicare has informed me that I was billed under the wrong code as being an out-patient and I as admitted to the hospitalI will be getting a letter from them and it will be forwarded to the hospital
Final Business Response /* (4000, 10, 2016/05/03) */
Self-Administrable drugs are defined as any medication that the patient can give to themselves in an outpatient setting, such as any medication taken by mouth, creams, inhalers, etc*** and most *** supplementary plans unfortunately do not cover self-administrable drugsPatients can locate further information on self-adminstrable drugs in their *** handbook
The coding in this case was correct and we are unfortunately unable to refile as requested

We regret to hear about these concernsWe have reviewed the service provided and have deemed that the amount charged was appropriateWe apologize for any communication breakdown this patient experienced and will review his feedback in detail with the appropriate leadership team members for
improvement opportunities

Initial Business Response /* (1000, 5, 2016/05/04) */
Cone Health has conducted a thorough review of this matter and communicated our findings directly to the patient
Initial Consumer Rebuttal /* (3000, 7, 2016/05/05) */
(The consumer indicated he/she DID NOT accept the response from the
business.)
I do not accept the business response, reason being is that I feel the Doctors should be liable for there own error and not the patient, it is not fair to us the patients to be responsible for the Doctors mistakesIf they continue getting away with bad decisions then we the patients will always be at a loss when it come to unnecessary spending, and purchasing of the wrong medicationWhat if that medicine would have had a bad effect on *** *** and either have caused her to pass away or to having to be admitted into the hospitalNo that wasn't the case but what IF?? So again NO I do not accept their decisionI would still like to have a full refund on my purchase for the wrong medication prescribed by DrS*** in the amount of $Thank you
Final Business Response /* (4000, 9, 2016/05/17) */
We have reviewed this case in full and have responded to the patientOut of respect for the patient's privacy, we will not document any further information through this forum
Final Consumer Response /* (4200, 11, 2016/05/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On May 5, I provided this response to the Revdex.com as to how I feel about the decision that Cone Health decided on my case, and as of this day May 24, my decision remain the same, I would still like to receive a full refund in the amount of $There mistake is not my mistakeTHIS WAS MY RESPONSE ON MAY 5, 2016!!!!!!The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the business response, reason being is that I feel the Doctors should be liable for there own error and not the patient, it is not fair to us the patients to be responsible for the Doctors mistakesIf they continue getting away with bad decisions then we the patients will always be at a loss when it come to unnecessary spending, and purchasing of the wrong medicationWhat if that medicine would have had a bad effect on *** and either have caused her to pass away or to having to be admitted into the hospitalNo that wasn't the case but what IF?? So again NO I do not accept their decisionI would still like to have a full refund on my purchase for the wrong medication prescribed by DrStafford in the amount of $Thank you

Initial Business Response /* (1000, 6, 2016/04/25) */
Cone Health currently offers payment options, a 6-month in-house payment plan and a long term payment option with our business partner ***Monthly payments and terms of payment agreements are based on the patients out of pocket
amountsFinancial Assistance and Hardship policies are also available if the accounts meet the minimum guidelines to apply for these programsWe evaluate and provide all patients with the options that their accounts would qualify for based on the guidelines
Initial Consumer Rebuttal /* (3000, 8, 2016/04/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
this is exactly what was stated in my letter - im tired of being threatened with collections everyday from Moses Cone a non profit hospital

Initial Business Response /* (1000, 5, 2016/04/25) */
Unfortunately, we need additional information to reviewWe have searched both name and demographic information provided and are unable to locate any accounts for Cone Health facilities
Initial Consumer Rebuttal /* (3000, 7, 2016/04/29)
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
Look this bill is from CONE HOSPITAL what don't you understand about it????? I have tried to bring it up on your website and it's impossible
Final Business Response /* (4000, 12, 2016/05/17) */
Cone Health strives to be accurate with all our billing interactionsIf there is ever a question regarding your bill, we welcome all inquiries to our Customer Service Department at XXX-XXX-XXXXWe will work diligently to resolve any outstanding issues

Initial Business Response /* (1000, 5, 2015/10/14) */
Contact Name and Title: Jeannine C***
Contact Phone: 336-832-
Contact Email: ***@conehealth.com
Revdex.com CASE#XXXXXXXX: etcEmail to Revdex.com: Thank you for taking the time to make us aware of the patient's experiencePlease
know we will be reaching out to the patient to address his concern.Sincerely, Jeannine C***, Coordinator of the Office of Patient Experience
Initial Consumer Rebuttal /* (2000, 7, 2015/10/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Issue has been resolved by phoneNo longer in danger of being turned into collection agency

Initial Business Response /* (1000, 5, 2015/08/17) */
Thank you for taking the time to make us aware of the patient's experiencePlease know we will be reaching out to the patient to address their concern
Sincerely,
Office of Patient Experience
Initial Consumer Rebuttal /* (3000, 7,
2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received one check from Cone Health on 8/and another on 8/The dates on these checks indicate they were processed before I entered this complaint to the Revdex.comSomeone from Cone Health did contact me on 8/asking if I had received the checksThey had no interest in finding out about what caused the problem in the first place or the repeated issues I have had over the last eight months with their billing departmentThe only response I really got was "mistakes happen"I doubt very seriously I can go to any doctor in the future associated with Cone HealthI really did not know what to check as an answer to your question above, "Do you accept the response from the business?" I don't think they addressed the issues, but I am done dealing with them
Final Consumer Response /* (2000, 8, 2015/08/25) */

Initial Business Response /* (1000, 13, 2016/06/29) */
Cone Health works diligently with our patients and their insurance carriers to ensure we are ultimately billing appropriatelyWe work directly with both parties to resolve any outstanding insurance balances prior to billing the patientIf
there is thought to be an error, we encourage our patients to contact us directly in our Customer Service Department at ***
Initial Consumer Rebuttal /* (3000, 15, 2016/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No resolution as of todayRepeated calls to the customer service department gained no resolutionThat was the reason I filed with the Revdex.com
I did receive an email from customer service manager on 7/1/to advise she had referred my account but had received no response as of then from customer service
I'm hoping for a response from her next week
Final Business Response /* (4000, 18, 2016/07/13) */
If Mr*** has not yet received a response, he may again contact our Customer Service Department at XXX-XXX-XXXX and request to speak with a supervisor
Final Consumer Response /* (2000, 25, 2016/08/04) */
Received documentation of $credit from Cone Health on 7/28/

Initial Business Response /* (1000, 5, 2015/08/11) */
Contact Name and Title: Jeannine C***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@conehealth.com
Thank you for taking the time to make us aware of the patient's experiencePlease know we will be reaching out to the
patient to address his concern
Sincerely,

Initial Business Response /* (1000, 5, 2016/06/16) */
We appreciate the opportunity to respond to this concern as we take all feedback from our patients and their family members very seriouslyIn order to protect the privacy of the patient, we have responded directly to her
Initial Consumer
Rebuttal /* (3000, 7, 2016/06/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a response from the Director of Patient Engagement today, 6/16/in response to my complaintIt was nice he was apologetic and thankful that I took the time to share my concerns at Wesley Long Hospital, I was at Moses HCone HHospital which he continues to say he was sorry to about my experience at Moses Cone HospitalHe was sorry to hear of my wait time and in reviewing my care he wrote "we noted that you were triaged by an RN and received an EKG within minutes of arrival, and labs and a CT scan were completed during your visitWe also noted that you left prior to being seen by a physician" I did have an EKG, Blood work done, I don't deny that and yes, I did leave after hours of wait time, before seeing a physicianI think hours was long enough,yes? I don't like to complain but, I never saw a physician, no one said why I'm having these test done and/or if they were necessaryAfter waiting approximately hours, with no communication with a doctor or a nurse after the initial EKG, labs etc except when we went to question admitting when I would see a physician as I was in pain, uncomfortable and thirstyI was told not to drink before seeing a physicianI asked when would that be, they said about hoursI was so uncomfortable, the hospital didn't seem to think my condition was urgent since they let me wait so long already and expected me to wait another hoursNo physician, no results from the testsMy time, hours in the waiting room for what? For you to bill me? Maybe, this might be a wacall for your hospital and all hospitals to inform their patients of when a physician will be available, why a test is being doneMaybe the hospitals shouldn't worry about getting their almighty dollars and keep a patient informed and if the hospital doesn't think the condition is urgent, rather than making the patient wait for hrs, in pain and in thirst let them go homeI wonder if I charged for my time in the waiting room if I would have been kept waiting so long
Final Business Response /* (4000, 9, 2016/06/27) */
Thank you for alerting us to the typo in the response sent, and we apologize for thisThis concern has been investigated and we are unfortunately unable to make an adjustment to the accountInformation sent to credit bureaus is updated regularly once accounts are in good standing but may remain on a credit report for a period of time as determined by credit bureaus
Final Consumer Response /* (4200, 11, 2016/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They can send me the results of my tests and I can pay for resultsBut to pay a hospital to sit in their waiting room, not seeing a doctor, not having results of my testsI don't have a problem paying for services I've receivedIf I order at a restaurant and I don't receive my food and/or drinkI'm not going to payWould you? I am sorry but, the hospital is refusing to give me results of test they administrated and they are giving me a bad credit rating because I'm refusing to pay for something I didn't receiveThe test they administered are of no use to me without resultsI didn't see a doctor after hours of waiting and no results of the test were given to me that night, a week later or a month later yet they want to give me a poor credit rating....just because they can? I have no rights? That's power that a business shouldn't have

I am sorry to hear that we have been unable to resolve your concernsContractual adjustments vary among different insurance carriersFor privacy purposes, specific questions and concerns related to billing should be addressed directly to the patient accounting team at ***

Initial Business Response /* (1000, 5, 2016/12/01) */
We apologize for the inconvenience *** has experiencedOur Patient Accounting team has followed up directly with *** and we trust this matter is now settled

We are sorry to hear about this customer's experience. Our patient accounting team has reached out directly to the complainant to attempt resolution.  If we can be of additional assistance, we can be reached at [redacted].

To: Revdex.com[redacted]Greensboro, NC 27410336-852-4240 From: Glenda D[redacted] RN, BSN, MPM, CPHQDirector Clinical Compliance and Regulatory ServicesOffice: [redacted]Email: [redacted]@conehealth.com Date: 06 December 2017 Re: Complaint to Better...

Business Bureau around billing, Case Number: [redacted]Incident Date(s): 17 November 2016     Thank you for the opportunity to respond to Mr. and Mrs. [redacted] and [redacted]’s concerns regarding the billing processes that occurred after Mr. [redacted] received treatment with the Cone Health System.  We want to apologize for the time and effort Mr. and Mrs. [redacted] spent trying to sort out this billing issue. We recognize that it is frustrating talking to several different people and not get a satisfactory resolution to a problem that is often described as a technical issue. Mr. [redacted]’s case was re-reviewed by one of the managers in patient accounting and was sent for review to the extended business office.  Our findings indicated that we attempted to fix the issue for Mr. [redacted] around the coding of visits, and we were only partially successful. We missed the 11/ 2016 visit, which then resulted in an additional bill being generated and sent to the [redacted]s. We have addressed that error, corrected the balance, which will create a credit and a refund for the Mr. [redacted] for any payment made around the erroneous bill. In addition, we are reviewing the process around coding to ensure that this issue is not repeated.  Conclusion Cone Health strives to do all we can to ensure that patients have a fair, courteous, and pleasant experience when interacting with any of our staff or employees.  We regret that in this case, when we identified the coding/ billing issue, our fix was not thorough enough and one visit was missed. We recognize that billing errors are a big dissatisfier for patients and their families and we work to make the process correct for each encounter. Please accept our apology. Let us know if we can be of any further assistance or if you require any further clarification.  Sincerely,   Glenda D[redacted] RN, BSN, MPM, CPHQDirector Clinical Compliance and Regulatory ServicesOffice: [redacted]Email: [redacted]@conehealth.com