Interfaith Works

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I was absolutely not offered to speak with any PFC (Patient Financial Counselor) to discuss any further payment needs and just the sound of it makes me scared of the cost So of course I didn't ask to speak with anyone The secretary told me $that's it I did what I was told on the phone and paid the $ If there would have been ANY knowledge of additional costs I would have declined appointment I should not be held responsible for someone else's miscommunication Being told it would have required me to setup a payment plan with a Financial Counselor would have made me hang up the phone as soon as I would have heard it as just typing it makes me cringe.Yes I spoke with the Doctor about lab test costs and declined some because she said they were "costly"...but was never given a price and still find charges outrageous BUT I'm making payments on them because I was aware of an additional cost.There is no reason I should have to setup a payment plan to pay a bill I was given misleadingly Again I was told it was $to see the doctor and nothing else was mentioned and I paid it...I shouldn't be held responsible for someone else's employees mistake.Thanks [redacted]

WRMC strives for 100% patient satisfactionAs such, we thank you for bringing this concern to our attentionThe balances in question are from accountsFor the facility (hospital), patients received a new account for each visitThe professional (doctor) accounts are lifetime accounts; the patient retains one account number regardless of the number of visitsPlease reference the attached registration admission formsThese signed forms represent the demographic information the patient directs WRMC to utilize for billing purposesBoth 12/10/and 3/5/admission forms direct WRMC to use a billing address of: [redacted] This address was treated as the billing address for all accounts until we received a National Change of Address notification on 6/6/At this time, the address was updated to: [redacted] This address was treated as the billing address for all accounts until we received notification from the patient on 3/9/the address was updated to: [redacted] (facility) Date of service 12/10/Balance after insurance $Four monthly statements were sent to the patient (Monroe St) 1/24/16, 2/23/16, 3/23/16, and 4/22/with no payments or contact prior to the account qualifying for collection in MayThe first contact from the patient was received in August and the account paid in full in October [redacted] (facility) Dates of service 3/5/16-3/6/Balance after insurance $Three monthly statements were sent to the patient (Derby Ln) 7/6/16, 8/5/16, and 9/4/The account paid in full in October [redacted] (doctor) Dates of service 12/5/15-3/6/Balance after insurance totals $Eight monthly statement were sent to the patient (Monroe St) 2/15/16, 3/14/16, 4/11/16, 5/9/16, 6/6/(Derby Ln) 7/4/16, 8/1/16, 8/29/prior to all balances qualifying for collectionThese statements are sent in addition to the Explanation of Benefit statements sent to the patient directly from United Health Care indicating the above balances owed to providerAll patient contact information is derived from the attached registration admissions forms until/unless we receive updated information as is outlined aboveIt may be noteworthy that I spoke to Ms [redacted] this morning and went over the above timeline and series of events, as well as an in depth explanation of services renderedUpon completion of this discussion, Ms [redacted] submitted payment of full for [redacted] balance of $Please feel free to contact us to address any further inquiries or concernsSincerely, [redacted] CPC,CPB Billing Manager Watertown Regional Medical Center P 920-262-E [email protected]

[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. Speaking with you on the phone really helped me, and I was very glad to FINALLY get in touch with someone who could tell me exactly what was going on and what things were forThis does not help me with my other issues regarding the hospital bill side, but thank you for helping me finally settle these accounts.
Regards,
*** ***

We would like to address the complaint filed by [redacted] with the Revdex.com. The complaint was in regards to the patient's visit costs being falsely advertised. Our process for scheduling an un-insured patient is as follows: When calling to schedule an appointment as an un-insured patient, our...

scheduler will indicate to the patient that they are required to pay $50 at the time of their visit. They are then offered to speak with a Patient Financial Counselor (PFC) to further discuss payment options and pricing for the visit they have scheduled, lithe patient chooses not to speak with a PFC an email will be forwarded to the PFC~: indicating that an un-insured patient was scheduled.On 04/06/2015 the PFCs were sent an email that indicated the appointment for [redacted] was scheduled for a new patient exam with other concerns. In the email they stated the patient was advised to toting $50 to the appointment and the PFCs were provided the patient's phone number tn contact if there were any questions. The PFCs did not contact the patient because there was no existing bad debt for the patient and the appointment was only scheduled for an office visit. The patient would then be billed for services rendered beyond the $50.00 payment received. If a patient is unable to pay in full, the statement lists contact information for the business office and possible payment options.During the patient's visit Dr. [redacted] has in her dictation that there was a concern on the cost of the tests the patient needed. Dr. [redacted] made recommendations on where else the patient could have these tests completed that may be more cost effective compared to having them in our office.On 06/10/2015 the patient called the business office and briefly spoke with our PFC [redacted] explained to the patient that the $50.00 is the up"front costs for services for an un-insured office visit and that the patient would be billed later for what they are seen for. Our office does not automatically quote a patient their office visit charge and would not have been initially aware of any lab work, etc. that would have been completed unless the patient further inquires on the cost of their visit. [redacted] then offered to set up payment arrangements with the patient The patient declined and requested to speak with a supervisor.The patient was then transferred to speak with myself, the Lead PFC, to further discuss his concerns. I also explained our $50.00 up front requirement and also mentioned the conversation the patient had with Dr. [redacted] regarding costs. The patient then asked me to waive the Doctor's charge ($409.15) and he would pay for the lab work costs ($284.75). I indicated we have applied a 15% un-insured discount but the remaining balance would remain his responsibility. The patient then disconnected the call. There has been no further contact with the patient since the date of this conversation and we have continued to send billing statements for the services rendered.We apologize for the misunderstanding of our billing practices and we are able to accommodate the patient by working out a payment arrangement for any remaining balance due. Respectfully,[redacted]

WRMC strives for 100% patient satisfaction. As such, we thank you for bringing this concern to our attention. The balances in question are from 3 accounts. For the facility (hospital), patients received a new account for each visit. The professional (doctor) accounts are lifetime accounts; the...

patient retains one account number regardless of the number of visits. Please reference the attached registration admission forms. These signed forms represent the demographic information the patient directs WRMC to utilize for billing purposes. Both 12/10/15 and 3/5/16 admission forms direct WRMC to use a billing address of: [redacted] This address was treated as the billing address for all accounts until we received a National Change of Address notification on 6/6/2016. At this time, the address was updated to: [redacted] This address was treated as the billing address for all accounts until we received notification from the patient on 3/9/2017 the address was updated to: [redacted] (facility) Date of service 12/10/15. Balance after insurance $624.16. Four monthly statements were sent to the patient (Monroe St) 1/24/16, 2/23/16, 3/23/16, and 4/22/16 with no payments or contact prior to the account qualifying for collection in May. The first contact from the patient was received in August and the account paid in full in October. [redacted] (facility) Dates of service 3/5/16-3/6/16. Balance after insurance $2254.11. Three monthly statements were sent to the patient (Derby Ln) 7/6/16, 8/5/16, and 9/4/16. The account paid in full in October. [redacted] (doctor) Dates of service 12/5/15-3/6/16 Balance after insurance totals $192.51. Eight monthly statement were sent to the patient (Monroe St) 2/15/16, 3/14/16, 4/11/16, 5/9/16, 6/6/16 (Derby Ln) 7/4/16, 8/1/16, 8/29/16 prior to all balances qualifying for collection. These statements are sent in addition to the Explanation of Benefit statements sent to the patient directly from United Health Care indicating the above balances owed to provider. All patient contact information is derived from the attached registration admissions forms until/unless we receive updated information as is outlined above. It may be noteworthy that I spoke to Ms. [redacted] this morning and went over the above timeline and series of events, as well as an in depth explanation of services rendered. Upon completion of this discussion, Ms. [redacted] submitted payment of full for [redacted] balance of $192.51. Please feel free to contact us to address any further inquiries or concerns. Sincerely, [redacted]
CPC,CPB Billing Manager Watertown Regional Medical Center P 920-262-4867 E [email protected]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
 Again the person I spoke with on the phone said it was $50. She didn't say anything else. I understand their/your procedure but it was evidently not followed as I was never offered to speak with anyone else. So regardless of emails sent her main job of explaining to a potential client wasn't done. I haven't gone to the doctor in years and have never been aware of financial counselor. I'm sorry but this mistake should be held to the person responsible not to someone that was not properly advised UPFRONT! I can't charge clients if my employees make mistakes so nether should you especially when your business is to help people not mislead them and charge for things they were not told.  That's just not ethical

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I was absolutely  not offered to speak with any PFC (Patient Financial Counselor) to discuss any further payment needs and just the sound of it makes me scared of the cost.  So of course I didn't ask to speak with anyone.  The secretary told me $50 that's it.  I did what I was told on the phone and paid the $50.  If there would have been ANY knowledge of additional costs I would have declined appointment.  I should not be held responsible for someone else's miscommunication.  Being told it would have required me to setup a payment plan with a Financial Counselor would have made me hang up the phone as soon as I would have heard it as just typing it makes me cringe.Yes I spoke with the Doctor about lab test costs and declined some because she said they were "costly"...but was never given a price and still find charges outrageous.  BUT I'm making payments on them because I was aware of an additional cost.There is no reason I should have to setup a payment plan to pay a bill I was given misleadingly.  Again I was told it was $50 to see the doctor and nothing else was mentioned and I paid it...I shouldn't be held responsible for someone else's employees mistake.Thanks[redacted]