Contact Lens Specialists

Dear Mr. [redacted],
On July 5, 2017, I called Mrs. [redacted] regarding her account as well as your child's account. During this conversation, I explained the difference in her billing for care received in our facility vs billing for your child. Once mother and child are no longer considered one which is...

immediately after birth, both patients will being to accrue charges. I advised to call your healthcare provider to get insurance information for your child due to him having active insurance within the 30 day period. On July 6, 2017, your wife called in and gave us this information, we have verified and filed a claim for your son. Please allow 30-45 days for this to process.
Thank you

Initial Business Response /* (1000, 9, 2015/05/03) */
I do apologize for the inconvenience regarding the statement issue [redacted] has had since the transition of our new self-pay vendor. I have requested that statements are sent out to you for your payment plan and that this is done monthly and in...

a timely manner each month. I have spoken to the Client Coordinator with the company and her contact name is [redacted]
[redacted] has assured me the statement will be going out each month and she will watch to see this is done.
In the meantime, I have had itemized statements sent out for you outstanding balances so you will have for you records. The itemized statements are you outstanding balances, however you are awaiting you payment plan statement.
You should be receiving you statement in the mail of your payment plan the week of May 4th - May 8th.
Thank you for sharing your concern with [redacted]
Initial Consumer Rebuttal /* (2000, 11, 2015/05/12) */
[redacted] did respond with about 100 copies of their records going back to Oct of 2013. These showed the charges and how my payments were applied to each charge, It was not exactly how I wished my payments were shown But I guess I'll except it. On each monthly statement I get I wanted them to show the amount of my last payment, I hope they will start doing it.

Initial Business Response /* (1000, 9, 2015/06/25) */
Dear [redacted],
The medical records have been thoroughly investigated for this date of service. Upon completion of the review, the charged amounts are correct for this service. The Urgent Care physician was charged due to most of the care was...

provided by the Urgent Care doctor, there was not a charge for the ER physician. We will only charge you one or the other doctor level charge. In this case we have charged the lower physician charge for you. However, we do understand your concerns and are regretful for any confusion.
Thank you,
Cox Health
Initial Consumer Rebuttal /* (3000, 11, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like Cox to provide a detailed account of the care that was provided by the urgent care doctor because I recall that day as well. The urgent care doctor entered the roo, observed my daughter in pain and stated very clearly he would not treat her and we needed to go to the ER. The ER doctor examined my daughter, gave her eye drops, examined her eyes through a machine and then prescribed prescription eye drops and gave her a hydrocodone in the ER. So I would like to be provided documentation on how I have my daughter received more care from the one who kicked her out then the one who treated her and provided her with excellent care.
Final Business Response /* (4000, 17, 2015/07/10) */
Dear [redacted],
Thank you for your additional response on 6/26. Since you still have care concerns regarding the physician we have sent those for an in-depth review. A separate, detailed letter about the results of that review for the urgent care physician care concerns has been sent to you as of today.
Cox Health
Final Consumer Response /* (4200, 20, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not have a concern/complaint about the service I received from either doctor....urgent care physician or ER physician. I have a complaint with the billing department and the several different stories I am receiving about my bill.
1. I receive an itemized bill in May with no physician charge but balance of [redacted]
2. Receive another itemized bill w/ physician charge added but same balance of [redacted]
3. Advised [redacted] that urgent sent me on to ER with assurance no charge but [redacted] states that they are required to bill for urgent care doctor and NOT ER doctor because of my insurance. (which is a high deductible plan...makes no sense.)
4. Then, after Revdex.com complaint, Cox states I am billed because urgent care doctor did more than ER doctor according to some detailed medical record. Since I was there I detailed the "care" received by each doctor in previous response which contradicts these "detailed records".
5. Now my billing complaint has been sent outside the billing department by Cox with no resolution.
After all these "different" explanations I would believe anyone would question the validity of Cox Health's response and certainly the billing department. I have not received this letter yet, but if it does not contain the "detailed" records mentioned in the previous response from Cox; I am again asking for copies as it is my right to see the "care" I am paying for and that Cox be prevented from forwarding to debt collector until such documentation is provided. I would also like the name of the individual who reviewed these records provided to me.
Thank you

Initial Business Response /* (1000, 9, 2015/08/17) */
We received your complaint regarding your accounts from 2014. A review has been completed and the accounts have been removed from collections and we will follow up with [redacted]
I apologize for any issue this has caused.
Initial...

Consumer Rebuttal /* (2000, 11, 2015/08/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As long as they bill the right people and they don't turn around and charge me again

Initial Business Response /* (1000, 10, 2016/04/19) */
Dear Mr. [redacted],
Thank you for contacting CoxHealth regarding your accounts from 2015 to present. We appreciate the opportunity to look into areas of patient concern.
On April 15,2016 we had a phone conversation about the following...

accounts XXXXXXX, XXXXXXX, XXXXXXX and XXXXXXX. Per our phone conversation, I verified your address and confirmed that the total balance owed on all accounts are $2386.43. I have mailed you a complete episode of care for all dates of service along with an explanation of benefits.
Thank you for your patience while this matter was under investigation.
Sincerely,
[redacted] H
XXX-XXXX

Initial Business Response /* (1000, 15, 2016/06/28) */
Dear Mr. [redacted],
Thank you for contacting CoxHealth regarding your son's recent Urgent Care visit. We appreciate the opportunity to look into areas of patient concern.
Upon review of this account, our records indicate that only one copay...

was applied to this date of service per your insurance's guidelines. There are no open balances on your son's account at this time.
Thank you for your patience and cooperation while this matter was under review.
Thank you,
[redacted] H
Customer Service
Initial Consumer Rebuttal /* (2000, 17, 2016/06/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Not sure where the second $50 bill disappeared to? But as long as this bill doesn't reappear at a later date, then I accept their response.

Initial Business Response /* (1000, 9, 2016/07/11) */
Dear Ms. [redacted],
Thank you for contacting CoxHealth regarding your recent Urgent Care visits. We appreciate the opportunity to look into areas of patient concerns.
We have submitted an inquiry to your provider regarding your policy....

Please allow 7-10 business days for a response from your insurance company.
Thank you for your cooperation and patience while this matter is ongoing review.
Thank you
Initial Consumer Rebuttal /* (3000, 11, 2016/07/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] called me again this last week between jobs. I was actually in the clockin room when I received the latest call. I was passed [redacted] the first billing associate to a manager. We argued for about twenty minutes about my bill. I once again explained what had happened. [redacted] apolgoized but said I still owed an extra $60 for "special" copay. Let me just say I am done with [redacted]. I paid over $260 in total for my two urgent care visits: $260 for the visits and more for medicine. Had I been made aware that [redacted] charges ER bills for their urgent care, I never would have gone there. Unfortunately, I was told that my insurance covered [redacted] and not [redacted] so I went there under the assumption that I would be saving myself money. Clearly I was wrong. Fortunately, I landed a second job 6 months ago so I was able to afford it. Considering my yearly income is $12,000/ yr and I pay all of my own bills, this was very fortunate. I have a lot to say about [redacted] now, and unfortunately it's not good. I'll be sure to let all of my coworkers at both jobs and everyone else I meet know exactly how much your urgent care charges people. Post a sign! You're robbing people blind and you know it.
[redacted] said that he would talk to someone about posting a sign that mentioned you dont charge urgent care fees. I would go one step further and say that you should take the sign down completely and rename it something else. It's not urgent care. Not by the way you bill it. I've worked in retail for five years and when we get a sign wrong we have the decency to own up to it. You purposefully got the sign wrong, and the only person who even slightly apologized so far was [redacted] Not happy and not impressed

Initial Business Response /* (1000, 5, 2015/06/04) */
Your account has been reviewed and the balance of [redacted] has been adjusted. A letter confirming was mailed out today.
I apologize this matter was not previously resolved.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/14) */
(The...

consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 9, 2015/10/16) */
Itemized billing for you and your children has been sent as requested. If you have any questions after reviewing you may reach us at [redacted] option 2.

Initial Business Response /* (1000, 9, 2015/07/31) */
Thank you for taking the time to contact us about your accounts. The account referenced above was incorrectly sent to the collection agency. As of today's date, we have recalled the account from the collections agency as an error. They have...

been returned to our billing company in good standing and placed back into an active billing status. The agency has closed the account and recorded it as an error and it will not be listed on your credit report. We sincerely apologize for this error.
In regards to your addational care concern, we have escalated this for further in depth review. You will be contacted in a separate letter about the results of that review once it has been completed. We appreciated your patience in this matter.
Thank you,
Cox Health
Initial Consumer Rebuttal /* (2000, 11, 2015/08/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you... This addresses our main concern with regards to the collection agency. We appreciate the response and are looking forward to paying what is owed to Cox Medical for their services.

Initial Business Response /* (1000, 9, 2016/01/26) */
We would like to thank you for contacting CoxHealth to allow us to work through the details of your recent experience as a patient in our Urgent Care. The patient's perspective is very important to us and sharing your experience gave management...

an opportunity to speak with the staff involved with care to reinforce our expectation that all staff deliver care to patients with compassion, respect and integrity and it also allows us to examine our administrative processes and procedures. 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 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. We are mindful that such guidelines are not within the purview of the average patient and can be frustrating. We will be contacting you outside of this complaint to discuss your account further, but as a result of your specific concern we will be adding signage to the Urgent Care center that advises patients they are in provider-based space and will be subject to those billing guidelines. At CoxHealth we are committed to providing great healthcare and we are always trying to improve how we serve our patients. Thank you for bringing your experience to our attention as we value your input. Although we cannot go back and change the events which occurred, we apologize for any distress and frustration you experienced and wish you the best of health.
Initial Consumer Rebuttal /* (3000, 11, 2016/02/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have yet to hear from CoxHealth regarding this bill.
We will be contacting you outside of this complaint to discuss your account further, but as a result of your specific concern we will be adding signage to the Urgent Care center that advises patients they are in provider-based space and will be subject to those billing guidelines.
I am thankful that someone else will not be subjected deceitfully to these charges in the FUTURE, but this signage was not available July 2015 and I need a resolution to my bill.
Final Business Response /* (1000, 17, 2016/02/23) */
Dear Mr. [redacted],

I apologize for the inconvenience regarding your accounts. While we understand your frustration, we are unable to settle your debt; however, I can offer you a 10% courtesy discount for any distress while this matter was under review. The total remaining balance due is $250.07 and the courtesy discount of $25 was applied today which leaves your responsibility at $225.07. Thank you for your cooperation and patience, we wish you the best of health.

Thank you,
CoxHealth

[redacted]
Lead Patient Financial Svc, Patient Financial Services
Phone: (XXX) XXX-XXXX
[redacted]
coxhealth.com
Final Consumer Response /* (3000, 19, 2016/02/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is TOTALLY unacceptable. CoxHealth has acknowledged they failed to provide signage and information upfront regarding this obscene charge.

Initial Business Response /* (1000, 5, 2016/04/05) */
Dear Mr. [redacted],
Thank you for contacting Cox*ealth regarding accounts XXXXXXX, XXXXXXX and XXXXXXX. On March 28, 2016 the above mentioned accounts were assigned to [redacted] collection agency. On April 5, 2016 all three accounts were returned to...

Cox*ealth and back in good standing.
If you need assistance with a payment plan, we encourage you to contact a Patient Financial Representative at XXX-XXXX to discuss billing arrangements. Please wait at least 5 business days before establishing a payment arrangement with our extend business office.
Thank you for your patience and cooperation while this matter was under review.
Sincerely,
[redacted]
Customer Service Lead
Cox*ealth PFS
Initial Consumer Rebuttal /* (2000, 7, 2016/04/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appriciate that the issue was corrected. It was remidied only after contacting the CEO of [redacted], [redacted] Then speaking to VP of Financial Services [redacted] Not one person with the billing service or patient Advocate line was willing to help or even look into the issue. I am thankful those two gentlemen took their time to help resolve the issue.

Initial Business Response /* (4000, 15, 2015/08/29) */
[redacted]Document Attached[redacted]
Please see attached letter dated 08/28/2015. A detailed review of Mr. [redacted]'s billing records reflects that 1) he was not turned to collections 2) no report was made against his credit bureau report, and 3) three...

regular statements were mailed to his residence in addition to a full itemized statement as well. We regret Mr. [redacted] frustration regarding our mailing process, and have taken his comments into consideration regarding future requests. Thank you