Grand View Hospital

From: Revdex.com of Metro Washington DCDate: Tue, Sep 26, at 10:AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: *** *** Sincerely,Revdex.com Customer Service Team---------- Forwarded message ----------From: * * Date: Tue, Sep 26, at 8:AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: Revdex.com Good morning,Thank you for contacting me regarding my complaint. I have received reimbursement on Friday from Grand View Hospital for the amount owed to my dad. There was confusion as to who was handling it and they have verified that my dad was fully covered by Medicaid and there was no lapse in his coverage and co-pays should not have been paid to the hospital.Thank you again for all your hard work in getting this resolved and my father getting his money back. Again, you have come through for us when I have tried for almost years to get this resolved. Kuddos to you Revdex.com, you ROCK!!!Regards,*** ***

September 14, 2017Dear *** ***,Upon receipt of your complaint from the Revdex.com, we researched your concerns regarding your father's accounts with Grand View Hospital.First, please accept our apologies for the experience you had in your attempts to resolves billing
concerns.Unfortunately, without further details, we have been unable to identify the individuals you state you spoke with and emailed regarding this matterOur Patient Accounting office has no record of inquiries regarding your attempts to resolve your father's billing concerns, if you could provide telephone numbers called and the email address you reference, will diligently research this further.At the time your father registered, the Medical Assistance system used to verify eligibility reported that his Medical Assistance coverage was not in effectThis prompted the request for his copay related to his primary insurance, it appears there was an interruption in his MA coverage that was retroactively correctedWe do not have a record that we were notified of this actionHad this matter been brought to Patient Accounting's attention, a refund would have been expedited as is our practice.We have reviewed all of accounts with ***, Medical Assistance has been verified to have been in effect for services he paid forA refund is enclosed in the amount of $690,for the following accounts:Account # Service Dates of Service Patient Payment Date Paid*** Emergency 4/29/15 $65 7/6/15*** Outpatient 9/17/15 $150 9/17/15*** Wound Care 10/16/- 7/15/16 $25 4/18/16*** Outpatient Surgery 11/16/15 $400 11/19/15*** Inpatient 1/1/- 1/6/16 $50 ($ea) 2/17/& 3/17/16 Please feel free to contact me directly at ###-###-#### to discuss any further concerns you may have,Sincerely,Nancy R. Interim Patient Accounting Manager

June 18, Dear Sir or Madam:
*** ***s account was sent to our bad debt collection agency because our self-pay vendor, ***, was unable to formalize a payment arrangementAlso there were no payments made by *** *** from 3/3/until 5/20/** *** was seen in our
Emergency Room on September 10, His insurance paid on October 17, 2013, leaving a patient responsibility of
Grandview Hospital sent 1st statement for $on 10/18/
Grand View Hospital sent 2nd statement for on 11/19/
Grand View Hospital also received a payment on 11/19/
Claim was also placed with our Self Pay collection Vendor-*** as per hospital protocol ***
Chronology and Collection Efforts:11/19/Unscheduled payment of $
11/21/First letter sent12/26/2nd letter sent1/7/Unscheduled payment of $
1/07/Dialer call, no answer 11:43AM
1/07/Dialer call, no answer 4:00PM
1/15/Dialer call, no answer1/16/Dialer call, no answer1/28/Dialer call, no answer1/29/*** call, presented account details
2/3/Unscheduled payment of 24/Final letter sent2/04/Dialer call, no answer2/12/Dialer call, no answer2/17/Dialer call, no answer2/21/Dialer call, no answer2/25/Dialer call, no answer3/3/Unscheduled payment of $

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
(1) If they called times...no message (from a human) was left to contact them on my answering machine! (2) I was attempting to make payments, They have noted that payment received 3/3/14....Then GVH stopped sending statements from 3/3/to 5/20/so that is why they did not receive a payment from meIn the mean time I was receiving statements from GVH for wifes bill and also GVH Doctors bill which I was payingWhy stop sending statements when I was making payments from January through March? Then send account to Bad Debt Agency which is sending statements with payment going directly to GVH address anyway? GVH is still receiving payments and they are putting bad mark on my Credit Report which I find not fairThey also turned it around by making me look like the bad guy not paying when they knew statements were not being sent anymore! At this time I will still make monthly payments until bill is payed in fullIn the future GVH should attempt to LEAVE a message for the Patient so they know to call GVH BACK for PAYMENT ARRANGEMENTS and to call in the EVENING when people are home! They should also not be in a hurry to send patients accounts to bad debt agencies when the patient was attempting to make monthly payments and they received some form of payment from Patients Insurance Company. I find it sad when medical staff are wonderful and treat you with respect and Accounting dept is the complete opposite
Regards,
*** ***

Review: Was making monthly payments and Hospital stopped sending statements and sent account to collections. Called customer service and was told I didn't make payment arrangements even though I was making monthly payments. I wanted to make arrangements on phone and I was told account closed and sent to collection agency. I was not informed by Hospital by phone, phone message, or Letter that my account would be sent to collections.Desired Settlement: I want Grand view hospital billing to reopen account and to resume 20.00 monthly payment arrangements until payment paid in full. I also want Grand view billing to stop collection process and calls from agency.

Business

Response:

June 18, 2014Dear Sir or Madam:[redacted]s account was sent to our bad debt collection agency because our self-pay vendor, [redacted], was unable to formalize a payment arrangement. Also there were no payments made by [redacted] from 3/3/14 until 5/20/14.[redacted] was seen in our Emergency Room on September 10, 2013 His insurance paid on October 17, 2013, leaving a patient responsibility of 465.84 Grandview Hospital sent 1st statement for $465.84 on 10/18/2013 Grand View Hospital sent 2nd statement for 465.84 on 11/19/2013 Grand View Hospital also received a 20.00 payment on 11/19/2013 Claim was also placed with our Self Pay collection Vendor-[redacted] as per hospital protocol [redacted] Chronology and Collection Efforts:11/19/13 Unscheduled payment of $20 11/21/13 1104 First letter sent12/26/13 1101 2nd letter sent1/7/14 Unscheduled payment of $20 1/07/14 Dialer call, no answer 11:43AM 1/07/14 Dialer call, no answer 4:00PM 1/15/14 Dialer call, no answer1/16/14 Dialer call, no answer1/28/14 Dialer call, no answer1/29/14 [redacted] call, presented account details 2/3/14 Unscheduled payment of 20.84 24/14 1103 Final letter sent2/04/14 Dialer call, no answer2/12/14 Dialer call, no answer2/17/14 Dialer call, no answer2/21/14 Dialer call, no answer2/25/14 Dialer call, no answer3/3/14 Unscheduled payment of $20

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

(1) If they called 23 times...no message (from a human) was left to contact them on my answering machine! (2) I was attempting to make payments, They have noted that payment received 3/3/14....Then GVH stopped sending statements from 3/3/14 to 5/20/14 so that is why they did not receive a payment from me. In the mean time I was receiving statements from GVH for wifes bill and also GVH Doctors bill which I was paying. Why stop sending statements when I was making payments from January through March? Then send account to Bad Debt Agency which is sending statements with payment going directly to GVH address anyway? GVH is still receiving payments and they are putting bad mark on my Credit Report which I find not fair. They also turned it around by making me look like the bad guy not paying when they knew statements were not being sent anymore! At this time I will still make monthly payments until bill is payed in full. In the future GVH should attempt to LEAVE a message for the Patient so they know to call GVH BACK for PAYMENT ARRANGEMENTS and to call in the EVENING when people are home! They should also not be in a hurry to send patients accounts to bad debt agencies when the patient was attempting to make monthly payments and they received some form of payment from Patients Insurance Company. I find it sad when medical staff are wonderful and treat you with respect and Accounting dept is the complete opposite.

Regards,