Dignity Health, Inc.

Review: The purpose of this letter is three-fold:

Verify a recent telephone conversation I had with your collections department;

Provide you AGAIN with my insurance information;

Let you know AGAIN of my extreme frustration and discontent with your nightmare of a billing department.

Attached are copies of my many objections to the various mailings of the above captioned bill. It appears I may not have indicated the proper invoice number, but there is nothing on your bill to indicate which number (of the many of your invoice) I should refer to when I have an issue or additional information for you. (I now understand, thanks to your very courteous caller from collections). I’ve come to believe that the various numbers are for the convenience of you billing department and are not of any help to your customers and patients. Or, maybe they are so that Dignity can collect from both insurance companies and patients. At this point, I am at a loss to understand whatever reason you might have for repeatedly billing despite my repeatedly providing you with insurance information.

On top of receiving many copies of the indicated invoice, I was also contacted by your collections department. This, despite repeatedly telling you that I have both Medicare and Supplement Medicare to cover your charges. The call was embarrassing, although the woman who called was extremely polite.

If my pristine Credit Report is damaged by your inept billing department, I will seek damages.

The matter was further confused by receiving multiple copies of your bill, telling me one time that I owed your $33.21 another telling me I owe $26.28, yet says $25.84, and the most recent indicated less than $10.00.

As indicated above I was covered by both Medicare and Blue Shield for the dates of service in 2015. For your education, the Blue shield was an HMO type policy which means that they paid/pay whatever is not covered by Medicare, and I am not to be billed for anything not covered.

[redacted]Desired Settlement: Do not bill me again. Bill my insurance properly and promptly. Perhaps they have not paid because they, too, cannot determine how much is owed. Or, maybe they cannot figure out your bills, either. I am providing a copy of this letter and attachments to both the Revdex.com and the Department of Insurance in hopes that it will save someone else from the harassment I have endured.

Business

Response:

Hello,

We have reviewed the account details for this patient and will reach out to them directly to resolve this issue.

Thanks and have a great day.

[redacted]- Supervisor of Patient Account Services

Review: I am writing this letter because my daughter [redacted] was seen at Mercy San Juan Medical Center on 11/15/2012. At the time of service, my daughter and myself were both covered by full coverage MEDI-CAL. I presented the MEDI-CAL card att he time of service. However, weeks later I received a bill in the amount of $238.95. I contacted the billing center (Dignity Health) and they informed me to submit proof of insurance to their office and the bill would be taken care of by MEDI-CAL as it should have been in the first place. I did as requested and never heard anything about this issue again.

In September of 2014, I received a notice from Phoenix Financial Services that they bought the a move reference amount from Mercy San Juan and wanted to collect payment. I submitted all of the information showing my daughter was fully covered at this time and I was assured by Phoenix Financial the issue was handled.

On March 12, 2015 a new collection agency has begun harassing me about the same bill ($238.95) on 11/15/2012 that I have "resolved" 3 times already.

I am frustrated and concerned that Mercy San Juan hospital refuses to acknowledge and resolve the above named issue. I do not appreciate collection agencies contacting me about FRAUDULENT acount.Desired Settlement: Please contact me with steps I need to do in order so this issue is truly resolved. Please note that when I sent a letter back in September of this year with documentation proving I am not liable for this debt, I also sent a letter to Mercy San Juan and the Revdex.com. There is absolutely no reason why this issue should not have been resolved.

Extremely Frustrated,

Acct# [redacted]

Business

Response:

Journey was seent at Mercy San Juan Hospital on 11-15-12. At the time of service patient did not present insurance. On 12-28-12 we received Blue Cross GMCP coverage information. The account was billed to Blue Cross on 1-3-13. The account was paid by Blue Cross on 1-8-13 in the amount of $254.00 and we adjusted 1492.00 leaving the account at a zero balance. The account has been a zero balance since 1-8-13. I have tried to call Destiny @ ###-###-#### on 4-23-15 and I have not heard back from her. She needs verify who the bill is from. With a visit to an Emergency Room she would also receive a bill from the Emergency Room Physcians that treated her daughter. I have nothing else to add to this account.

Consumer

Response:

To whom it may concern:Since writing you earlier this month, I attempted to contact the collection agency and Mery San Juan Hospital to find out why they are pursuing a fraudulent claim against me. Mercy San Juan said I need to contact the collection agency and they refused to disclose the information to me and they would not drop the claim, even if I provided proof from MEDICAL that I and my daughter were fully covered at the time of service I am disputing in November of 2012.I appreciate any assistance you can provide with this matter.Sincerely,[redacted]

Business

Response:

Could we please get more information. If you are receiving notices from a collection agency, what agency is sending you bills. If we know the name of the agency we might be able to assist more. I do not show any open accounts for Mercy San Juan Hospital. If you have a notice from the Collection Agency, could you please attach it. This might help us help you.

Consumer

Response:

I am resubmitting the information relating to my claim [redacted]. On 09/05/2014. I sent you a letter filing a formal complaint against Pendric Capital/ Debt Recovery Solutions LLC. Attached to the letter was my proof of coverage for the dates of service and a copy of the collection letter from [redacted]. On April 29th, you sent me a letter requesting the same information. I am a little worried that you either did not read my paperwork, or have it lost it all together. So here I am sending it again. Please read the information. This is all the information I have as the collection agency has not been cooperative in my efforts to resolve the issue and refuses to give me any other information. I appreciate your help in resolving this issue.Thank you,[redacted]

Business

Response:

The Lab does not have any accounts for this patient.

Review: My son [redacted] went for a well child visit that does not have a co-payment; however because of the billing error the insurance company is assessing a co-payment. I contacted the insurance company and also the billing office for Dignity Health several times, but there was no help. My fear is that they will send this bill to the collection. I am complaining about them because they are not willing to work with me and correct the billing error.Desired Settlement: Submit a corrected bill to the insurance company so that they will not assess a co-payment.

Business

Response:

This patient called into our phone line today and we have addressed this issue with him directly. We originally received a call from the patient's father disputing the charges on 6/17/15 and subsequently sent the account to our coding department for review the same day. Our coding department determined that we could rebill a corrected claim to the insurance which was completed after we received the coding review back on 7/3/15. We called the insurace carrier today and were advised that they did not receive the corrected claim. We have reprinted the corrected claim and mailed it personally today and taken the balance out of patient responsibility at this time. We will need to wait 30-45 days to receive a response from the insurance carrier before we will be able to determine any further action on the account.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: Since June 28, 2013, I have been trying to resolve a billing issuse with Mercy Medical Group. I have spoken to numerous individuals in Mercy's billing department,example, [redacted] on June 28, 2013, [redacted] on June 28, 2013, [redacted] on August 8, 2012, and [redacted] on September 9. 2013, also on this date I was on a conference call with [redacted] and [redacted], of Aetna Insurance. I was assured that date the billing matter had been resolved. However, on October 10, 2013, I received a another bill regarding the issue. I spoke to [redacted] of Dignity that date and was told that the issue had been taken care of. On Saturday, October 19, 2013 I received a collection notice from ARSTRAT Collection Service. I called Dignity billing this date, October 21, 2013, and asked to speak a Manager regarding this matter, and provided all background information, and was told that a Manager was not available and asked for a call back number, which I provided. I have not receive call back.

Product_Or_Service: Medical Service for Dr [redacted]

Order_Number: WID KXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like his issue resolved and the Collection removed from my records.

Business

Response:

Initial Business Response

Hello,

We are working with this patient directly to resolve their billing concerns. We have billed the secondary carrier with the information they need. This has been taken out of the patient's responsibility and credit was not affected. I spoke with the patient directly and advised of the resolution. I also let him know that I will mail him a letter indicating this issue has been resolved for his records. I gave him my direct number for any future billing issues or concerns.

Final Consumer Response

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

While I accept their response, I still feel that their customer service and follow-up is greatly lacking.