Lourdes Hospital

[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 would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

The purpose of this response is to respond to the billing dispute submitted to the Revdex.com, consumer complain ***. First, we apologize for any hardship that this concern has cased, and we believe that our teams have made significant progress addressing the billing issues
noted in the complaint. We acknowledge that the patient called the extended business office in December 14, 2016, in regards to billing concerns. During this conversation, Mrs*** was requested to fax her proof of payment. This was received on December 15, 2016, and forwarded to the proper area in our revenue cycle department. On December 22, 2016, Mrs*** provided the same paperwork to hospital staff, which included statement and proof of payment. Copies of these documents were forwarded to the revenue cycle department. We apologize for the delay in locating the patient's payment. This is not the expectation of our revenue cycle department, or customer service team. We feel confident that the process that allowed this to occur has been corrected.The payments were finally located on May 23, 2017, and the payment of $was applied to the correct account. An additional payment of $was also located in a historical account, and it was posted to the appropriate account. The accounts were removed from collections on May 23, 2017, and the agency was asked that no negative remarks be placed on the patient's credit report. Mrs*** was contacted on June 7, 2017, and advised that the payments had been located and a refund was due her in the amount of $249.30. That refund is in the process of being paid currently, and should arrive to the patient by the end of June. Thank you for choosing Lourdes Hospital for your healthcare needs

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Patient indeed paid the 100.00 prepay for DOS 10/19 and 11/14 based on estimated patient liability. Patients do have the options to request that they be billed later if they feel they will not have a patient liability.  Once insurance processed claim a credit balance resulted. Patient...

called in on 12/8 to request refund customer service agent submitted request for both 100.00 payments to be returned to the patient card. Patient called back 12/15 to check the status advised to allow additional time. On 1/4 wife called to check on the status of refund she was apologized to and told it has been submitted to the refund work queue that agent would send an email to try and expedite. Email was sent to overpayments that day. Confirmed with wife on 1/11/2017 that refunds was not yet completed. Refund for both 100.00 payments were completed on 1/12/2017 to patient credit card ending in 0758 and funds will become available in 3-5 days depending on their banking system. Customer service reached out to the patient to advice and message left on patient’s voicemail. Confirmation of refund attached to complaint In regards to patient refunds the process takes approx. 21 days but with the office closures and limited staff during the holidays it resulted in additional delay in refund completion.

Account Resolved, patient balance zero, Revdex.com Notified

Account Resolved, balance zero, Revdex.com Notified