Contact Lens Specialists

Initial Business Response /* (1000, 9, 2016/07/27) */
We researched this account and we do show that the last payment patient made to the hospital payment plan was on 11/24/We sent multiple payment reminders with no paymentsAfter missed payments the account is eligible for collectionsWe
turned patient over to collections in April of the dates that the statements were sent out are 07/27/15,08/24/15,09/14/15,10/05/15,10/21/01/06/16, 01/28/16, 02/25/and 03/27/Please let me know if there is any other questions
Initial Consumer Rebuttal /* (3000, 11, 2016/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because I never received those invoice they are claiming, I spoke with someone about my case that used to do billing for *** and they told me they used an outside service for their billingSo again I never received the invoice as they can telson my history I always paid when I received a bill, so again I want it taken out of collection and a paper bill sent to my residence sclay ave, springfield mo XXXXX
Final Business Response /* (4000, 17, 2016/08/08) */
Dear Mr***,
Thank you for contacting CoxHealth regarding your past dates of serviceWe appreciate the opportunity to look into areas of patient concern
Our records indicate that statements were sent to the above mentioned address, as a courtesy we will mail out copies of each statement for review
Unfortunately, both accounts will remain at the collection agency CBS, please contact their offices at XXX-XXX-XXXX to make a payment arrangement
Thank you for your patience and cooperation while this matter was under review
Sincerely,
***

Initial Business Response /* (1000, 5, 2016/10/25) */
Dear Mr***,
Thank you for contacting CoxHealth regarding your recent visit to our facilityUnfortunately, I am unable to assist you with this bill due to this account being with Regional ServicesI have referred your complaint to their
offices for further investigationPlease feel free to contact their office at XXX-XXXXThank you for your patience and cooperation while this matter is under review
Thank you

Initial Business Response /* (1000, 9, 2015/07/07) */
Dear ***,
Thank you for taking to time to voice your concern about our billingIn regards to your daughter's billing, the account did progress to collections in errorThe account is being pulled back from the agency as an error as of
today's date and will not have any affect on your creditWe apologize for this error as the account should not have progressed to collections
In a seperate letter we will give you a much more detailed response on your concerns and a detailed review of the accounts in questionThis letter will also include updated itemized statements reflecting the now current balances for both your husband's account and your daughter's account after recent adjustments
Again, thank you for taking the time to contact us about your concernsIf you have any further questions please call our on campus office at XXX-XXX-XXXX, option # and we will be happy to assist you
Thank you,
Cox Health
Initial Consumer Rebuttal /* (2000, 13, 2015/07/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 12, 2017/04/14) */
Dear Mr***,
Thank you for contacting CoxHealth regarding your most recent visit in November of We appreciate the opportunity to look into areas of patient concern
Upon careful review of this matter, including a thorough
review of the insurance and medical documentation, it is our determination that the pricing and billing of this encounter is correct
CoxHealth conducts market analysis periodically to help ensure that we remain competitive with surrounding hospitals in our regionAccording to your healthcare provider, the total balance owed on your account have been applied towards your deductibleIf you have questions regarding your policy, please contact your insurance company
If you need assistance with a payment plan, we encourage you to contact a Patient Financial Representative at XXX-XXXX to discuss billing arrangements
Thank you for your cooperation and patience while this matter was under review
Sincerely,
CoxHealth

Initial Business Response /* (1000, 5, 2016/12/21) */
Dear MsPhillips,
Thank you for contacting CoxHealth regarding patient ***'s accountWe appreciate the opportunity to look into areas of patient concern
According to our records, statements were sent on 11/19/and 12/19/for
1/14/date of service to the above mentioned address which was also listed on the account as well as statementsOn September 1st of 2016, your insurance provider determined $was applied towards your deductibleOn September 9th of 2016, we received a call from you to set up a payment plan of $on the 9th of every monthDue to the agreement being broken in December of this year, we can either set this account up for $on auto-draft or $a month which you can mail or call in your payment
If you would like to contact our office regarding making payment arrangements, please call us at ***I have mailed out the requested statements to your address for your records
Thank you
Initial Consumer Rebuttal /* (3000, 7, 2016/12/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Bill on sent 11/was never receivedI called Cox On 12/to check status of bill and was told it would be resent and account would not be marked late as bill wasn't receivedAs your response shows, representative(***) NEVER RESENT bill was never MARKED ACCOUNT as advisedI received a call today that I needed to pay in full or set up payment plan for twice the amountYour representatives should honor the agreement made on 12/and maybe try threatening your customers less, especially the ones that normally pay all bills in a timely manner

Initial Business Response /* (1000, 5, 2017/05/02) */
Dear Ms***,
Thank you for contacting CoxHealth regarding your daughter's accountWe appreciate the opportunity to look into areas of patient concern
Our office has reviewed your daughter's account and corrected the errorOur
records will now reflect you as the responsible partyWe apologize for any frustration during this time
Thank you
Initial Consumer Rebuttal /* (2000, 7, 2017/05/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/07/09) */
Dear ***,
We have received your formal complaint regarding your patient accountAfter a review, it is apparent that this account incorrectly progressed to our collections agencyWe apologize for any issue that this may have
caused youIn a more detailed letter to you, we will include the most recent statement for your recordsWe have notified the collections agency of this recall as of the date of this letter and any further calls or letters from them will be discontinued
The account will be re-listed with our billing companyYou can pay this balance in full, or you still have the option of setting up a payment planYou can contact our business office directly at 417-520-and we would be glad to get that set up for youAgain we apologize for any inconvenience this may have caused
Thanks,
Cox Health
Initial Consumer Rebuttal /* (2000, 7, 2015/07/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/07/10) */
I apologize that you did not receive a statement as you requested. As we dsicussed a statement was mailed today and you may contact me if additional information is needed.
Thank you

Initial Business Response /* (1000, 5, 2015/09/01) */
(a written letter will be sent to the patient with patient specific information)
This is a written response to Revdex.com Concern Account #XXXXXX. The complaint states that you were turned to collections resulting from your...

illness in February. You are experiencing a previous Litigation. And your desire for one bill covering all outstanding balances.
Regarding previous litigation, we have reviewed your billing account and confirmed that 8 accounts were placed in collections, and subsequently a medical bad debt lawsuit was filed against you in an attempt to collect the balances owed. After a thorough review, it was confirmed that all of the account balances were assessed to you after your Health Insurance paid. These balances were comprised of patient responsibility co-pay, coinsurance and deductible amounts. Our notes reflect that although multiple bills were mailed to you at your current, for the eight separate outstanding balances owed, we did not receive a response from you regarding clearing those balances. Unfortunately, without a payment arrangement on the eight balances owed a lawsuit was filed in an attempt to collect the debt.
In relation to your other concerns regarding being specifically isolated, we have performed a detailed review of your billing records going back 30 months. Our notes reflect that although multiple bills were mailed to you at your current address, for the sixteen separate outstanding balances owed, we did not receive a response from you regarding clearing those balances. Without a payment arrangement on balances the decision to pursue further collection action is standard for any patient with outstanding patient balances which remain unpaid.
Unfortunately the lawsuit must be paid separately from any current outstanding balances owed to CoxHealth. We do sincerely apologize for any confusion or inconvenience you may have experienced.
Regarding your outstanding balances not included in litigation, without a payment arrangement, those accounts have progressed to a bad debt status. You will be financially responsible for any balances not paid by insurance including any co-pay, co-insurance and or deductible amounts.
Final Business Response /* (1000, 7, 2015/09/02) */
[redacted]Document Attached[redacted]

Initial Business Response /* (1000, 13, 2015/07/09) */
Dear [redacted],
We have received your formal complaint regarding your patient account that went to our collection agency. After a review, it is apparent that this account incorrectly progressed to a collections status. We apologize for any...

issue that this may have caused you. As of 06/22/15, your account has been recalled from the collection agency and is back with our business office. Due to the short time frame [redacted] had your account; this will not negatively impact your credit.
We are sending you a letter with additional detailed correspondence in regards to the payment agreement. If you have any questions, please feel free to contact our business office at XXX-XXX-XXXX. Again we apologize for any inconvenience this may have caused you.

Thanks,
Cox Health
Initial Consumer Rebuttal /* (3000, 15, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Cox did not bother to actually respond to everything. The improper collection activity DID impact my credit. My credit score dropped nearly 150 points because of it. Billing statements have still not resumed. Cox completely ignored the damage done.
Final Business Response /* (4000, 20, 2015/07/23) */
[redacted],
The account that was orginally referenced in your concern has been verified that it is not reporting to your credit. It was removed as an error, and also it was not with the agency long enough to even qualify to be reported to the National credit bureau.
It is possiable that you do have older balances prior to 2012, that have progressed to collections and have reported to the credit bureau. If you would like to discuss thoes older accounts you may contact us over the phone at XXX-XXX-XXXX option number two.
In regards to your question about statments,usually our statements generate about 25 days before your payment due date. We have confirmed and it is expected that your payment plan statement will generate on 7/27 and the will be mailed to you.
Thank you,
Cox Health
Final Consumer Response /* (4200, 22, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I personally checked all three major credit reports and the illegal collection activity WAS reported. Stop denying what you did and read and respond to the ENTIRE complaint. And by the way, I have NEVER had any prior balances that went to collections.Send me information on any accounts you think were.

Initial Business Response /* (1000, 5, 2016/03/02) */
March 2, 2016
[redacted]
[redacted] W [redacted]
[redacted] XXXXX
RE: [redacted], Carter 09/27/14
Dear Ms. [redacted],
Thank you for contacting CoxHealth regarding concerns with the billing process of [redacted]'s account. We...

appreciate the opportunity to look into areas of patient concern.
Upon careful review of this matter, including a thorough review of the medical documentation by Patient Financial Services, as well as a discussion with staff involved, it is our determination that the billed party, [redacted], was appropriate. According to documentation recorded on [redacted]'s account, verbal consent from the mother was given to treat the patient as well as accepting financial responsibility for this date of service. CoxHealth does not bill according to which parent provides the insurance; it is hospital policy to bill the guarantor on the account.
We would advise that you contact your attorney to decide who the responsible party for the remaining balance on Carter [redacted]'s account as CoxHealth does not determine which parent is legally accountable for the bill. In regards to the account being sent to CBS collections, please contact the collection agency directly as we will not be returning the account for in-house collection.
We thank you for your patience and cooperation while this matter was under review.
Sincerely,
[redacted] H
[redacted]
[redacted] PFS
Initial Consumer Rebuttal /* (3000, 7, 2016/03/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is completely full of incorrect information. I can provide a statement or he can be reached by phone that [redacted] father gave consent. His name is [redacted], XXX-XXX-XXXX. I was not reachable by phone. I have messages that were sent to me by [redacted] (his father), my mother, my father, and my grandmother that prove I was not there or available by phone. I have never said that we would not pay the bill, in fact it has already been paid and I can provide receipts. All that I have asked is for this to be removed from my credit report. This company has lied and I do have all of the documentation to prove this matter.
Final Consumer Response /* (4200, 11, 2016/03/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This needs to be removed sooner than 6 months, because it should have never been on my report in the first place.
Final Business Response /* (4000, 9, 2016/03/09) */
Dear Ms. [redacted],
We have verified that the remaining balance of [redacted] account has been paid in full, the collection agency CBS has agreed to remove this from your credit score. This typically takes about 6 months to be cleared from your report.
Thank you

Initial Business Response /* (1000, 5, 2015/06/24) */
Dear [redacted],
We have reviewed your patient accounts in depth. The account in question did move to a collections status in error. As of 6/24/15 we have now recalled that account as an error and it will not effect your credit. As requested, we...

have now mailed you a copy of your itemized billing as well as a matching explanation of benefits from your insurance company for your 2014 billing. Also included is a detail of patient payments from Jan. 1 2015 to current. We apologize for any inconvenience you may have experienced in trying to obtain your billing statements. Any time you wish to speak directly to us you may call at XXX-XXX-XXXX and use option number two.
Best Regards,
Cox Health

Initial Business Response /* (1000, 5, 2017/05/08) */
Dear Mr. [redacted],
Thank you for contacting CoxHealth regarding your account balances. We appreciate the opportunity to look into areas of patient concern.
Upon careful review of this matter, including a thorough review of all payments and...

conversations between the facility and yourself, it is our determination that the accounts were sent to collections appropriately.
In February of 2016, our office spoke to you regarding the total amounts owed. We went over payment arrangements, total balances and our minimum required amount to set this account on a payment plan. At this time, you advised our office that you would discuss this with your spouse and did not want to commit to any arrangements. We made call attempts in March, April and [redacted] of 2016 and left voicemails to contact our office. In June of 2016, your first payment was made at our minimum payment plan, which was maintained for 5 months. In November, we did not receive a payment as a result a reminder notice went out and a final statement notice in December 2016. We contacted you in December of 2016 regarding the broken arrangement, you requested that we would not bill you until next year during tax season. Our office apologized and explained that we are unable to hold this account for 4-5 months as requested. We did offer to set up the arrangement back to the minimum required amount as previously agreed upon. This offer was refused; our representative did explain that this account could go to collections if not in a payment arrangement. In January of 2017, the account went to collections due to no payments for 3 months. In March of 2017, you called our office to recall these accounts from collections and requested to speak to a supervisor. Our supervisor went over the above information and explained that any payments would need to be made with the collection agency that has the account. Due to no payment attempts in 7 months, we are unable to assist any further on this account. We would advise that you contact [redacted] and [redacted] Law Firm at 417-866-7777 regarding any questions on the lawsuit.
Thank you for your [redacted] and cooperation while this matter was under review.
Initial Consumer Rebuttal /* (3000, 8, 2017/05/11) */
[redacted]Document Attached[redacted]
Your careful and thorough review has numerous inaccuracies. There are attachments of proof of payments and statements from cox.
Being Feb 2016 through June 2016, I made numerous calls trying to work out a payment arrangement. I had already payed all the other bills that were sent to me. I was given a choice of $250 dollars a month or $50 dollars with direct withdrawal. At this time I was not able to afford $250. Yes, I did talk to my wife during this time about our options and we were not comfortable with allowing access to our bank account, which we do have this right. So for 3 months I called and called to work out a payment arrangement and was told over and over that they need to talk with a supervisor. Some would tell me that they saw all my call ins and others said there was no notes. Finally, spoke with Donna and in an outburst of discouragement and frustration expressed the question with how many others have been through this hardship with just being able to pay a bill that won't put them in debt for a health condition that could not be foreseen and if this has been on the news before. This outburst somehow approved the $50 dollars that was not direct withdrawal and I did my first payment then on June 6th 2016. Was told this would put me a month in reserves. (see attached statements).
June 2016 to Oct 2016 made payments. Then in November 2016, I called you, not you calling me, to let you know that I had injured my back and that I would be late on the that month payment. Was told not to worry I had a month in reserve and it would cover for November 2016 payment. Was out of work for therapy in December 2016 and had called to ask to put a hold on it until I return back to work which would be end of Jan 2017 or beginning of Feb 2017 and I would also pay more on the bill once taxes came. Once again this had to be sent to a supervisor to prove. I called in every week to find out what was going on. By Jan 17 th 2017, I am being told that I only had to Jan 14th 2017 and that now I am in collection. Not wanting it to hit my credit, I was told that they would have to send it to the supervisor to see if they could recall the account so I could start paying on it again. Every Wednesday for 6 weeks I called in and asked what was going on with the account. Then was given a number to talk with someone in Patient Financial Services. First talked with Courtney, she told me they never got any information about a recall of the bill. Was told the Supervisor [redacted] was in a meeting and within an hour [redacted] called back saying that [redacted] said No, they would not work with me. If they didn't have records of what was going on, how could they make an informed decision on this case?
I continued to call and try to get this resolved. Then on April 28th 2017 I got a letter from your attorney saying that I have refused to pay and follow payment arrangement. This whole time I was just trying to work on my credit and as of [redacted] 2017, my credit has been hit. I made my payments, but also had to wait for long periods of times for answers back. That should not be held against me. Then when looking at the bank account of payments, notice that started in August 2016 the payment was sent to other Coxhealth place. Called to find out what this was and was told that it's Collections per ** at [redacted] How is it that I was in collection at this point, NEVER told this and it never hit my credit? This was false information that was given to me from the beginning of paying this bill. (see attached bank statement)
The sad thing is that this is just not happening to me. I know of others that have been paying their bills on time and still being sent to collections. Something is not right here and this is a multiple oversight that should not continue to be over looked. Any other documents, such as phone calls, I'm willing to provide.
Final Business Response /* (4000, 13, 2017/05/24) */
Dear Mr. [redacted],
We do show payments were received on June 6, 2016 for $50, July 7, 2016 for $50, August 8, 2016 for $50, September 7, 2016 for $50 and October 12, 2016 for $50 that were paid towards the same day surgery at our facility. According to your explanation of benefits provided by your insurance company, the total amounts owed are $4240.67, which were applied to your deductible and coinsurance. Our records indicate you made 5 payments totaling to $250, there is a remaining balance of $3990.67 on this account 3692760. Our billing office has a payment matrix set in place to determine monthly payment arrangements; if you are unable to meet these guidelines, we offer the minimum of $50 on autopay per our policy. We do understand each patient has different financial situations, which is why we offer our minimum payment option. Unfortunately, we were unable to fulfill your request to completely stop the bills, it was explained that if no payments were made on this account that it would be referred to another agency for collection attempts. Our office tried to come to an agreeable arrangement, however due to delinquent payments the account exhausted to a third party for continued collection. We would advise that you contact [redacted] and [redacted] Law firm at XXX-XXX-XXXX.
Thank you
Final Consumer Response /* (3000, 19, 2017/05/25) */
I will not contact your attorney again. I will wait for a court date and take my evidence to the judge. I have never asked to completely discontinue payments. My records will indicate that I have tried to pay since late January.

Initial Business Response /* (1000, 9, 2016/09/20) */
Dear Ms. [redacted],
Thank you for contacting CoxHealth regarding your son's rehab therapy visits. The coding was reviewed and the primary diagnoses was changed for these dates of service. However, according to your healthcare provider...

these claims have been billed appropriately. The accounts have been recalled out of collections and are ready to be set up on a payment plan. Please contact our Customer Service line at [redacted] to make any billing arrangement on this account.
Thank you

Initial Business Response /* (1000, 5, 2016/08/04) */
Dear Mr. [redacted],
Thank you for contacting CoxHealth regarding the November 18, 2015 Emergency Department visit. We appreciate the opportunity to look into areas of patient concern.
Upon arrival in the Emergency Department, no insurance was...

given. On December 22,2015 insurance information was given for [redacted]. Once it is discovered that the patient has insurance payers all uninsured discounts are removed and the full balance is owed. We are now requesting your insurance information to try and file this claim after liability has paid. We have sent out 4 statements on 6/02/16, 6/17/16, 7/04/16 and 8/02/16 regarding this matter. Please contact our offices at [redacted] opt 2 to give us your insurance information. As of August 4, 2016 the amounts owed are $[redacted].
Thank you for your time and cooperation while this matter was under review.
Thank you,
[redacted]

Initial Business Response /* (1000, 9, 2015/05/20) */
I apologize for the inconvenience regarding your accounts. The accounts (5) have been reviewed and I verified there is a established payment plan of $100.00 per month with the next payment due on June 10, 2015.
While we understand your...

frustration in having to take time off from work I cannot settle your debt; however, I can offer a 10% courtesy discount. The total balance due is $4389.70 and the courtesy discount of $439.00 was applied today which leaves yours responsibility at $3950.70.
Thank you for sharing your concern with Cox Health.
Initial Consumer Rebuttal /* (2000, 11, 2015/05/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Consumer Response /* (3000, 17, 2015/09/17) */
After 3 months of receiving a billing statement and paying the agreed amount, I have suddenly stopped receiving a statement. After calling them to inquire about it, I have found that the agreed discount was not applied to my account. The billing department has asked me to fax them proof of my complaint and where they agreed to a discount. Today I did so, but my complaint is the same as before. Cox does not seem concerned with trying to resolve these issues. My fear is that if I do not try and resolve this issue and stay on top of it, that they will send it to collections again. I am at a loss of words with how Cox runs its billing department. I feel for all the other people out there that are going though the same problem with them. Cox must make a killing on taking advantage of people who had no choice in the matter of their health. I realize that I am at the mercy of them but all I have asked of them is to be responsible with my accounts and they cannot even provide that. I again ask them to resolve my debt. Continuing an account with them has become a burden. Continuously checking up on them, making sure I receive a statement, making sure my money has been applied, checking to make sure that my discount was applied..ect. This is not something I should be required to do.
Final Business Response /* (4000, 21, 2015/09/29) */
[redacted],
We apologize that you have had difficulty with our billing office. We understand that there have been some issues to work through on our part over the past several months and have made it a priority to correct these issues with the billing company.
On 9/23/15, the above mentioned discount was officially applied to your account for $439.00.
At this time, if you have any further concerns please contact our internal billing office at XXX-XXXX, (option number ** and we have a dedicated team to assist you.

Initial Business Response /* (1000, 8, 2017/03/06) */
Dear Mr. [redacted],
Thank you for contacting CoxHealth regarding your billing issue. We always appreciate the opportunity to look into areas of patient concern.
Upon review of this account, our records indicate you arrived in our Urgent Care...

at 3:43 P.M. You were seen by two nurses as well as a physician and, based on those evaluations, it was determined you needed to be transferred to the Emergency Department due to the acuity and import of your medical condition. Such transfers occur when we have patients, such as yourself, that need a higher level of care than the urgent care clinic setting, which is traditionally for less emergent conditions. Our records indicate this was explained to you at 5:49 P.M. and you were then taken to the Emergency Department. Further, our Urgent Care stays open until 8:00 P.M. daily and there is nothing that leads us to believe you were transferred because it was going to be closing soon. Once you arrived in the Emergency Department, you were seen by an Emergency Department physician who reviewed the documentation and lab work ordered by the Urgent Care physician, you were examined and a CT with contrast was ordered and performed.
Regarding your billing, you received a facility charge for the Emergency Department in the amount of $1,455.00. You received a bill for the services of the Urgent Care physician in the amount of $170.17 and a bill for the services of the Emergency Department physician in the amount of $369.00. You were billed $5,063.00 for the CT scan you received. Our Urgent Care, which is an outpatient department of the hospital, is located on the immediate campus of our hospital and is considered to be what is termed "provider-based space," as is our Emergency Department. As such, per Centers for Medicare & Medicaid Services ("CMS") billing guidelines, there are certain billing and pricing rules that must be observed in such locations. These particular CMS rules often increase the cost of services provided in such spaces. Further, services rendered in a
provider-based space will often generate two bills to patients - one bill for the services rendered by the physician and one bill for a facility fee. Due to the fact that you were transferred from Urgent Care to the Emergency Department, you only incurred the single facility fee from the Emergency Department. We are mindful that such guidelines are not within the purview of the average patient and can be frustrating. Further, having spoken to the employees that treated you, we feel your care and transfer were also appropriate. Our billing department has reviewed the bills and believe they are appropriate based on the services rendered. Our notes indicate you did dispute this bill; however, our vendors have been trying to contact you since May of 2016 and have never been able to make contact.
The accounts have been recalled out of collections and are ready to be set up on a payment plan. Please contact our Customer Service line at 417-269-3117 or 1-800-711-9455 to make any billing arrangement on this account.
Thank you for your time and attention to this matter.
Sincerely,
[redacted] C
CoxHealth, Assistant Compliance Officer
Initial Consumer Rebuttal /* (3000, 10, 2017/03/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
my wife was in the office with me when the nurse said that she needed to move me over to the Emergency room and will help verify that the exact words of the nurse was that they were going to be closing before the MRI team was able to see me and that they were going to move me over to the Emergency waiting room. I asked the the nurse that was with me and the nurse that took me over that if they were going to be transferring me, twice. I let them know I did not want to be transferred and charged for both urgent care and E.R. They informed that I was not being transferred and that I would just be waiting for the MRI specialist. when called in to the E.R. I told them I did not want to be admitted 3 times and she told me that all she was doing was verifying information that she received from the urgent care. so by now I have been told more then 5 times that I was not being admitted into the E.R. If I had thought that it was that big of an emergency I would have gone directly to the E.R. instead of the urgent care. The nurse that I was talking to in The urgent care also did not tell me that she felt it was a huge emergency. About them getting a hold of me, the phone calls that were received from [redacted] had nothing to do with my dispute, not one. The last person that I talked to about the dispute was the last phone call that I received was the person trying to collect the bill in dispute. When talking to them about the bill and letting them know that the bill was in dispute, the gentleman I talked to said that the dispute was denied. When confronting him about the fact I had received no letter or reason for the denial I told him to mark on there that I would want someone to call me in regards to the dispute. His response was to fax in another dispute like before. My response was that I wanted to talk to a person about the issue and given a reason. Also, just because your records show that they weren't closing soon doesn't mean they didn't say that. I will dispute this until it is resolved accordingly. I was told I would not be charged or admitted in to the E.R. multiple times so I would like for my bill to show the same statement.
Final Consumer Response /* (4200, 22, 2017/03/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand that you want to take the urgent care off but that isn't what I wanted I went to the urgent care and was told I didn't not need to be admitted into the emergency room and against my wishes you admitted me. The only difference in the emergency room that I received that was not in urgent care was a saline drip. That I did not actually need. All I needed was a drink from the MRI team and then the MRI. Which I am more then happy to pay for. I will pay for the MRI and the urgent care if you send me a revised bill. Take of the ER bill and the ER physician, and I will pay the remaining amount.
Final Business Response /* (4000, 20, 2017/03/23) */
Yes, I was working with [redacted] and [redacted] on this account. Patient wants all ED charges dropped, we agreed to remove Urgent Care charges but that was a same amount. I can imagine the patient was not happy with our decision.
[redacted]
Lead Patient Financial Svc, Patient Financial Services
Phone: (XXX) XXX-XXXX
[redacted]@coxhealth.com
coxhealth.com

Initial Business Response /* (1000, 10, 2015/10/01) */
Dear [redacted],
Thank you for taking the time to voice your concerns. I understand that you have high expectations of your healthcare providers, and we have high expectations of ourselves as well. I appreciate your concerns and that you have...

shared with us in effort to improve the service to our patients.
We do acknowledge that there have been concerns with some of the limitations within our billing system. We have worked to correct several of these issues the past few months. It is correct that when requesting to speak to a team lead that one should be available to you. However, at times a team lead may not be directly available due to working with other patients at that moment. We apologize that you were not able to speak to a lead during the times you have asked. We will examine any areas in which we can improve this communication between our team leads and patients.
In a separate mailing we have sent out itemized statements for your records. Also, we are responding to you in a letter mailed to your home address with additional patient specific information about your new adjusted balance. Please give this letter time to reach you.
We apologize for any inconvenience you may have experienced in trying to obtain your billing statements. In the future, anytime you wish to speak to us you may call at XXX-XXX-XXXX and use option number two to get directly to our internal billing office.
Thanks,
Initial Consumer Rebuttal /* (3000, 12, 2015/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received the itemized bills for the past 18 months today, including the one in question of $35.31. Thank you for that. What a shame it has to be taken to this level to get a simple bill. I'm not sure if I will be receiving an additional letter at a later date, or if it was supposed to be included with the itemized bills. In regards to your response, I completely understand that a team lead may not be available at the time I call. However, this does not explain the near ZERO PERCENT return call rate that your establishment has had over the past 9 months. (Still waiting for my most recent promise of a call back from Melody from 2-3 weeks ago) Interesting that the most minor issue is the only thing you address in your response, and even then doesn't really address even that issue. Your response also doesn't explain to me WHY I was turned into a collection agency after asking for you to provide bills month after month after month and that I have continued to deal with and WHY you are misapplying my payments that I provided with specific instructions, not that they should have been needed, as you should have applied them to the oldest open balance anyways. It doesn't explain WHY your agents continue to tell me this isn't in collections although the agency itself told me that I still owed $35.31. How would they know I had shortpaid this if this was already resolved and supposedly not in their hands long before this payment? I've been told countless times I have nothing in collections; and thanks to your absolute lack of any follow through or responsibility, I of course follow up with the collection agencies myself to confirm what your agents tell me, which each time I find is of course FALSE, and the accounts still are with collections. Your agents have acknowledged their screw ups and ball drops numerous times over the past 9 months, so surely you do not expect that simply another acknowledgment of your continuous errors and waste of hours upon hours of MY time dealing with this is sufficient and ok?

Initial Business Response /* (1000, 9, 2015/06/29) */
We have done an in-depth review on your accounts.
For the account in question you have been set up on a payment agreement since 2013. However, your payments on the agreement ceased from July 2014 until March 2015. Since the agreement went 9...

months without an active payment it was severely behind. Normally, if no payment has been made within 120 days the account is turned over to collections. However, during the time it should have gone to a collections status we had switched billing vendors and temporally halted that process. You began payment again in March of 2015, but the payment amounts made still did not catch up to the amount that the agreement was behind and after 4 months, the account did officially close for collections. We feel that ample time was given to make payment on the account and to even catch up on missed payments from those 9 months. We have many ways to make payment such as online, over the phone, in office, and by mail. As a courtesy we are sending you a copy of the payments made to this account, and a statement of account showing the current balance for your records.
Thank you,
Cox Health
Initial Consumer Rebuttal /* (3000, 11, 2015/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is absolutely not correct. I have made regular payments on my accounts with Cox. Per the account rep I last spoke to all accounts are current with the exception of the one you turned over. And a payment was made on that account April 9th 2015 covering march and Aprils payments.
My major complaint is the billing system as a whole. It is difficult for your own representatives to view and communicate to us the clients.
Final Business Response /* (4000, 13, 2015/07/10) */
Dear [redacted],
We do understand that we have had some billing complications recently and we appreciate your additional response. Our internal billing office will further review your account and will be sending you a separate detailed letter with the final outcome of this review to your home address. Thank you for your patience.
Cox Health

Initial Business Response /* (1000, 9, 2015/10/01) */
I am writing to let you know that we have received your concern in regards to the cost of your procedure at our Urgent Care Center. After a full review, the charges are correct and will remain as patient responsibility. Our Urgent Care Center is...

considered a hospital based Urgent Care and is sometimes subject to your individual benefits by your insurance company. We did contact your health insurance and inquired about your hospital based urgent care benefits, and per your insurance company, this is correctly processed. Our Urgent Care pricing is within reasonable limits of other healthcare facilities in our region and will cost different in comparison to an office setting, or walk-in clinic. At this time, the charges are correct and will not be adjusted. In regards to this outstanding balance, you may want to contact our customer service department at [redacted], option ** Also, you will be sent an additional letter in regards to this concern. We apologize for any inconvenience this may have caused, and we thank you for choosing Cox Medical Center for your medical treatment and hope you consider us in the future.