Hospital of the University of Pennsylvania

June 29, 2015Dear *** ***,Thank you for providing me with the opportunity to review the issue identified by *** ***My research indicates that the appropriate contractual adjustment was not posted when we received reimbursement from the patient’s insurance carrierThis oversight caused ***
*** to receive bills for the remaining balanceHowever, the appropriate adjustment has been posted to account ***, and this account currently reflects a zero balance.I regret that this matter was not resolved previously and that *** *** was further inconveniencedThroughout the University of Pennsylvania Health System, we strive for excellence in patient care and serviceWe value patient and family feedback, whether complimentary or critical, as it helps us identify potential problems, and enables us to implement new services and improvementsPatient and family satisfaction are important, and we are disheartened when we feel we have not achieved our standards of excellence.Thank you for bringing this issue to my attentionI hope that I can be of further assistance if you have any additional questions or concerns.Sincerely, Lizann B.Manager, PENN Billing Services

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

June 29, 2015Dear *** ***,
Thank you for providing me with the opportunity to review the issue identified by *** ***
My research indicates that the appropriate contractual adjustment was not posted when we received reimbursement from the patient’s insurance
carrierThis oversight caused *** *** to receive bills for the remaining balanceHowever, the appropriate adjustment has been posted to account ***, and this account currently reflects a zero balance.I regret that this matter was not resolved previously and that *** *** was further inconveniencedThroughout the University of Pennsylvania Health System, we strive for excellence in patient care and serviceWe value patient and family feedback, whether complimentary or critical, as it helps us identify potential problems, and enables us to implement new services and improvementsPatient and family satisfaction are important, and we are disheartened when we feel we have not achieved our standards of excellenceThank you for bringing this issue to my attentionI hope that I can be of further assistance if you have any additional questions or concernsSincerely,
Lizann BManager, PENN Billing Services

Dear *** *** ***I am writing to you in response to the above complaintA review and investigation of the complaint was completed and following are the results:On July 3, 2014, the customer was seen in the *** *** * *** Cherry Hill outpatient facility, The customer had been
referred the day before, July 2, 2014, while at an orthopedic physician appointment, in the same building as the therapy siteWhen a copay was attempted to be collected from the customer on July 3, 2014, the customer refused indicating he paid yesterday,The customer was subsequently billed by *** *** * ***, for the copay amount, which the customer continued to refuse to pay, based on the fact that he believed he paid for the services on July 2, The customer account was referred to “*** ***” a Collection agency.The customer contacted the billing department for *** *** * *** and subsequently, the collection agency, to dispute the owed amount, and to provide a copy of the cancelled check, to which he believes applied to the July 3, visitThe cancelled check was dated July 2, and made payable to *** *** *** (the orthopedic practice name)Because the customer had a Standing history of paying previous copays, the decision was made to remove the billed amount from his account and have any reference to the debt removed from his credit report.The customer was notified in writing by *** ***, on May 15, 2015, that the account was closed and that the appropriate credit bureaus had been notified to delete the account from his credit report.Thank you for the opportunity to participate in the resolution of our customer concernsIf you have anyquestions or require any additional information, please feel free to contact Kim G***, MSPT, VP of *** *** *** *** Penn Partners at ###-###-####.Sincerely,Andrea W Divisional Director Risk Regulatory Compliance

December 23, 2014Dear [redacted],
Thank you for your recent inquiry on behalf of [redacted]. A review of our records indicates that the patient contacted our customer service team to request a charity care application and to provide an updated address and telephone number....

Unfortunately, it appears that the address was updated, but I have no record that the requested documentation was forwarded to the patient. Please be assured that a charity care application has since been forwarded to [redacted] for completion.Thank you for providing us with the opportunity to review the concerns identified by [redacted].
Sincerely,
Lizann B
Manager, PENN Billing Services

Dear [redacted]
I am writing to you in response to the above complaint. A review and investigation of the complaint was completed and following are the results:
On July 3, 2014, the customer was seen in the [redacted] Cherry Hill outpatient facility, The...

customer had been referred the day before, July 2, 2014, while at an orthopedic physician appointment, in the same building as the therapy site. When a copay was attempted to be collected from the customer on July 3, 2014, the customer refused indicating he paid yesterday,The customer was subsequently billed by [redacted], for the copay amount, which the customer continued to refuse to pay, based on the fact that he believed he paid for the services on July 2, 2014. The customer account was referred to “[redacted]” a Collection agency.
The customer contacted the billing department for [redacted] and subsequently, the collection agency, to dispute the owed amount, and to provide a copy of the cancelled check, to which he believes applied to the July 3, 2014 visit. The cancelled check was dated July 2, 2014 and made payable to [redacted] (the orthopedic practice name). Because the customer had a Standing history of paying previous copays, the decision was made to remove the billed amount from his account and have any reference to the debt removed from his credit report.
The customer was notified in writing by [redacted], on May 15, 2015, that the account was closed and that the appropriate credit bureaus had been notified to delete the account from his credit report.
Thank you for the opportunity to participate in the resolution of our customer concerns. If you have anyquestions or require any additional information, please feel free to contact Kim G[redacted], MSPT, VP of [redacted] Penn Partners at ###-###-####.
Sincerely,
Andrea W Divisional Director Risk Regulatory Compliance

[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]
 Complaint: [redacted]
I am rejecting this response because:
I have not received the documents as of today.  As they claiming. I Have Called Multiple Times.  No outcome
Regards,
[redacted]

January 12, 2015Dear [redacted],Thank you for your follow-up inquiry on behalf of [redacted]. I mailed a charity care application to the patient on December 23, 2014. The application was mailed to [redacted], Souderton, PA [redacted]. Please verify the patient’s mailing address and I will be happy to resend this information.
Thank you.
Sincerely,
Lizann BManager, PENN Billing Services

Review: Account # [redacted]

I am due a refund on this account and the Hospital of the University of Pennsylvanian, keeps telling me they are "Processing" the claim. I have been waiting since July for the refund. They would not bill my secondary insurance ([redacted]) at the time of service. They told me that is their policy. I had to pay out of pocket, then file a claim with [redacted] sent an "Explanation Of Benefits", this past July, Stating I was not responsible for some of the charges I paid for, due to Contractual Allowances (Code P-13). I have been of the phone many times with the billing department ( [redacted], and [redacted], to name some of the representatives, who are working on the account). They tell me wait two weeks and I should get a refund. I feel this is totally unfair, especially given what a great hospital this is.Desired Settlement: Please send my refund and an Itemized bill.

Review: On November 8, 2011 I was hit by a taxi and brought to Penn ER for medical treatment. To make a long story short, my auto insurance was to pay for all of the medical bills. There was a balance of $186.31 remaining that they had not paid. In the interim, Penn transferred my bill to a collection agency. Once I got the collection notice I was made aware that the auto insurance had not paid the bill. After I called to complain, my auto insurance company issued a check to Penn in the amount of $135.54 (check #[redacted]) on September 10, 2013. (This is the amount due by law.) However I am still getting phone calls from the collection agency indicating the bill has not been paid. I called Penn to inquire and they claim that IF they got a check it would have been forwarded to the collection agency. So 3 weeks later neither Penn nor the collection agency claim to have gotten the check that the auto insurance HAS sent them. Penn also has no desire to research and resolve this issue.Desired Settlement: I want Penn to resolve the issue by applying a full credit to my account and closing this billing matter.