Intermountain Healthcare

In reviewing the concern, there appeared to be an issue with the insurance re-processing the claim. When the patient called to verify her balance with our billing department she was mistakenly given the wrong information about her balance. We sincerely apologize for this error and for
the frustrations encountered she's encountered.One of our billing managers has been able to review this issue and has reached out to the patient via phone on 4/10/to discuss her concerns and the resolution.The patient's account balance is now zero. Should Ms***'* have any further questions or concerns, please don't hesitate to contact our Corporate Patient Relations line at 801-442-3005. Thank you

Per our Billing Manager: She spoke with the claimant today (4-19-18) and set up a payment plan, pending the promissory note being signed by the claimantHer accounts have been removed from collectionsThe promissory note was emailed to her email account: ***. The business manager called the claimant again and left a VM with business office fax number for her to fax back the promissory note

Following are the steps we have taken and will take to resolve this matter: Our records show that a refund check was sent on 11-03-2017. Ms*** was contacted via phone on 11-10-by a Billing Office Supervisor and stated that she had not received the check as yet but had not checked her mail for a few days so she didn't know if she had received it or notThe supervisor will call Ms*** again next week to see if the check has arrived as Ms*** is going out of town for a week. If the check has not been received by that time, the issued check will be voided and another will be issued overnight with UPS deliveryWe apologize for how long this has taken to resolve but please be assured, we are doing everything we can to get this issue resolved

Ms. [redacted], Thank you for sharing your concern with us.  In order to better understand the specific issue, I'm wondering if you could clarify the following with me... 1.  Is this in regards to your hospital bill,  your bill with Dr. R[redacted]'s office, or both?  If...

so, can you please provide an account #s or specific dates of service? Once I have this information this will help clarify whether the issue needs to be addressed by a hospital representative, or the Intermountain Medical Group, for which Dr. R[redacted] is associated.  I'll await to hear from you before I proceed. If you'd rather not share that information via the Revdex.com, please feel free to contact me directly at our Central Office Patient Relations line at 801-442-3005 or via email at [email protected] Thank you!Jessica Patient RelationsIntermountain Healthcare Corporate Office

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

On 6/7/2016 a representative from our Patient Account Services (Billing) Department reached out to the customer directly via phone to discuss and resolve his concerns.  We greatly appreciate the opportunity to review this concern.

We appreciate being made aware of this patient's concern and the opportunity to review the situation.  When patient's are on certain classes of medications (benzodiazepines, narcotics, etc) it's necessary for patient's to have an office visit in order to provide effective and safe clinical...

care.  We've had our auditor review the medical and billing codes applied to the patient's account, and they've informed us that they are correct.  The Practice Manager from the clinic reached out to the patient by phone on Friday, June 9.  She relayed these findings to him.  The charges to the account are correct, and we are not in a position where we can offer any type of reduction in the bill. I'm sorry if the patient disagrees with this decision, and we wish him the very best. Thank you,Jessica Patient RelationsIntermountain Healthcare

Complaint: [redacted]
I am rejecting this response because:  I should have been warned in advance a prescription refill would cost almost $200.  I have never been charged for a refill for this prescription from any other doctor or provider in the past.  This is a first, and it is unique to Intermountain Healthcare.  If they are going to charge for a refill they should make unsuspecting patients aware of the cost in advance.  That way, a patient can look for reasonable services elsewhere before being taken advantage of.  This is a scam and they know it...  This is a business that is more concerned with their bottom line than serving patient's best interests and needs.
Sincerely,
[redacted]

Per Jayson W[redacted] - Billing Manager: 
In the situation where a clinic is located within a hospital facility, there are separate charges from the professional charge and the facility charge. These are always ‘Outpatient’ or ‘Inpatient’ services. In this case it was an ‘Outpatient’ service. I...

show that a courtesy adjustment was made of $76 due to the confusion, leaving a balance of $24 that the patient is responsible to pay.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I will await their response in writing.  Once we have that, we wish to meet with representatives personally to go over the discrepancies in their billing.  If a satisfactory resolution cannot be reached at that time, we will take further appropriate action.
Sincerely,
[redacted]

On Monday, October 31st our Administrative offices at Riverton Hospital received Mr. [redacted]'s letter dated October 17th.  His concerns are being reviewed by the Admin team in conjunction with the Patient Relations Department at the hospital.  Following our established grievance process, this will include a review of the medical care received in the Emergency Department on 9/5/2016 as well as a review of the charges applied to his account to ensure they are not only appropriate, but correct.   Mr. [redacted] will be receiving a written response from the Patient Relations Department at Riverton Hospital within 14 business days, and this response will be mailed to the address listed on his letter. If Mr. [redacted] has any concerns or questions in the meantime, please feel free to contact the Patient Relations Department at Riverton Hospital, or the Intermountain Healthcare Corporate Office Patient Relations Line at 801-442-3005. I will consider this matter closed at this time.

Our billing supervisor was able to reach Mr. [redacted] by phone. All charges in question were reviewed and some minor adjustments were applied.  Mr. [redacted] stated at the end of the conversation that he was satisfied with this resolution.

Response from Patient Financial Services Manager: Please see attached; The letter received from Ms. [redacted] on August 29th, 2017 and the response back on September 11, 2017 - contains the apartment number in the address.  Also - a financial assistance application was sent out to the correct...

address at the same time as the response letter and we do not show it as being returned.  We do show an application signed on 12/29/16 which stayed active for 6 months.  Any dates of service after that time, would not be covered by that initial application. Our records show that automated calls were made to your correct phone number on 3/21/2017, 4/08/17, 5/08/17, 5/11/17, 6/08/17, 7/08/17, 8/06/17, 8/09/17 and on 9/05/17 instructing Ms. [redacted] to contact the business office regarding a personal business matter.  We show no response from Ms. [redacted] until receiving this complaint. We feel that we have done our due diligence in attempting to reach Ms. [redacted] to resolve this matter.

On October 19 one of our billing supervisors was able to make phone contact with the patient to discuss her concerns and set up a payment plan that would meet her needs.  I believe a resolution was reached that was acceptable to the patient. We wish her well and if she has any further...

concerns or questions please don't hesitate to reach out to us directly.  We're happy to help.

Our Business Office Supervisor was able to contact Mr. [redacted] directly to discuss his billing issues. Part of his bills were sent for audit and results will be communicated to Mr. [redacted].  The supervisor specifically asked if there were any further items that Mr. [redacted] needed help...

with and was told 'no'. We feel this issue has been resolved.

The out of network amount has been adjusted for the PET scan - this was a non-covered service with his insurance regardless of in/out of network. With other adjustments that were able to be made as a courtesy, the final bill has had about a 50% balance adjustment. Our ER physicians provided the best...

care that they determined he needed at the time given his medical condition and their professional opinions.

Complaint: [redacted]
I am rejecting this response because:
When I called in and talk to the girl at first, she said I could get a 5% discount for paying my bill in full that's all they will allow, I did pay my bill in full and did not get the discount I was told I would get from the girl on the phone. they need to go back and listen to the recorded phone conversation.  Doesn't matter what that supervisor said on policies, if the policies says that,  then why did she say a 5% discount if you pay your bill in full no matter where your bill is,  need to get the policy story straight, if there is no discount she shouldn't have said that if I pay it in full I can have the 5% discount then. This is a matter of the Point of being told if you pay your bill in full you can have a 5% discount, and this is the Principal of being lied to on the matter of paying the bill in full and not getting what you were told, a discount, because of the policies that they cant get straight any way with all the workers and their policies.
Sincerely,
[redacted]

We appreciate being made aware of this patient's concern with this billing issue.  I sincerely apologize for any frustrations Mr. [redacted] has experienced.   It would appear that the patient's payment has been transferred to the account where it was intended.  I've been notified...

that by a supervisor in our Hospital Billing Department was able to reach Mr. [redacted] by phone on Thursday, June 1 and discuss this with him.  I'm under the impression that this matter is resolved to the patient's satisfaction. Should Mr. [redacted] have any additional concerns or questions, I'd encourage him to call us directly at our corporate Patient Relations line at 801-442-3005. THank you,Jessica

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]I am...

willing to do my part and pay my part however, this needs to be resolved very soon.  I have been on anti anxiety meds and have been very stressed.