MaineHealth

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # This response didn't tell me ANYTHING I didn't ALREADY know! First off I never spoke to a 'doctor' You must be referring to the audiologist, [redacted] ***? Hardly a doctor That's like calling a chiropractor a 'doctor' My complaint is why this incompetent employee of Maine Medical, [redacted] ***, the audiologist (FAR from a doctor) didn't confirm our coverage before ordering a hearing aid for our son! Its ALWAYS the provider's onus to do confirm coverage! At a minimum Maine Medical should have absorbed the cost of the hearing aid our son is HIGHLY DEPENDENT on in school that he had been using for TWO MONTHS once they discovered it was not covered The option Ms [redacted] gave us? We could either pay for it out of pocket (funny thing is we don't have $1,lying around....) or we could return it to their office ASAP as we were still hours within the day trial window We returned the hearing aid that afternoon Why the COMPLETE INCOMPETENCE of a Maine Medical employee should cost me a DIME is unfathomable I want the copay AND the cost of hearing eval and hearing aid fitting returned to myself and *** Regards, [redacted]

Spoken with Mr [redacted] Will be providing an updated statement the week of June 8thHave discussed with Mr [redacted] the steps we will take to address this issue with the customer service teamNew statement should be received no later than Friday June 12thHave apologized for the issues related to this situation and have provided Mr [redacted] with my direct line if he has any questions[redacted] MaineHealth Patient Financial Services

Dear BBB,In response to this complaint I have outlined the next steps for resolution below that were communicated with the patients mom on 11/27/17. [redacted] Physician spoke with mom and mom elected to return hearing aid for a credit with the company it was purchased from. A call was made to the vendor to... extend the 60 day return window to 12/6/17 to give her time to return the item. [redacted] Information was provided to mom by the physician on what to look for in a clinic to maximize the insurance benefits for this hearing aid for her child; i.e. not only ensure that they take her insurance but that they are credentialed to work with pediatric patients and can meet the needs of her son for hearing aid and school support. [redacted] Mom returned the hearing aid on the afternoon of 11/27/17. Hearing aid was sent back to the vendor same day for credit. Sincerely, [redacted] Director, Cash Operations/ Credit & CollectionsMaineHealth Patient Financial Services [redacted]

Dear Revdex.com,This complaint has been addressed by my customer service team here at MaineHealthBoth accounts in question for the patients filing the complaint are a zero balanceWe are not expecting any payment from the patients for either account. If there are additional questions please feel
free to reach out to me.Sincerely,*** ***Director, Cash Operations & SBOMaineHealth Patient Financial Services***

Dear Revdex.com,This case has been reviewed for a second time and a determination was made to waive all charges for this visitAn insurance refund is in process to return payments to ***We do not have record of any patient payments related to this date of serviceIf the complainant feels this is inaccurate, she will need to contact me so we can review what amount was paid and on what date so I can investigate, identify the payment and initiate a refund.Sincerely,*** ***Director, Cash Operations / Credit & CollectionsMaineHealth Patient Financial Services***

Dear Revdex.com,I received this complaint today from my VPI've tried to identify the patient in our HIS systems but have not been able toI will be reaching out to the patient based on the information provided to try and determine the billing that he is referring tooI will address and resolve with the
patient as soon as possible.Sincerely,*** *** *** *** * *** ***
*** *** *** ***
***

Hello,In response to this complaint received from [redacted] we have identified that [redacted] received a similar communication from your office related to the same patient complaint back in May 2016. They spoke with the patient and removed accounts in question from her credit file. At this point...

the complaint is resolved and [redacted] will be reaching out to the patient to follow up on payment that was promised by the patient after the appropriate action was taken. Sincerely,[redacted]Director, Cash Operations & SBOMaineHealth Patient Financial Services[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # 12523855. . 
This response didn't tell me ANYTHING I didn't ALREADY know!  First off I never spoke to a 'doctor'.  You must be referring to the audiologist, [redacted]?  Hardly a doctor.  That's like calling a chiropractor a 'doctor'.   My complaint is why this incompetent employee of Maine Medical, [redacted],  the audiologist (FAR from a doctor) didn't confirm our coverage before ordering a hearing aid for our son!  Its ALWAYS the provider's onus to do confirm coverage!  At a minimum Maine Medical should have absorbed the cost of the hearing aid our son is HIGHLY DEPENDENT on in school that he had been using for TWO MONTHS once they discovered it was not covered.  The option Ms [redacted] gave us?  We could either pay for it out of pocket (funny thing is we don't have $1,200 lying around....) or we could return it to their office ASAP as we were still 48 hours within the 60 day trial window.  We returned the hearing aid that afternoon.  Why the COMPLETE INCOMPETENCE of a Maine Medical employee should cost me a DIME is unfathomable.   I want the copay AND the cost of hearing eval and hearing aid fitting returned to myself and [redacted].  
Regards,
[redacted]

Spoken with Mr. [redacted]. Will be providing an updated statement the week of June 8th. Have discussed with Mr. [redacted] the steps we will take to address this issue with the customer service team. New statement should be received no later than Friday June 12th. Have apologized for the issues related to this situation and have provided Mr. [redacted] with my direct line if he has any questions.[redacted]MaineHealth Patient Financial Services

Dear Revdex.com,In response to this complaint I have outlined the next steps for resolution below that were communicated with the patients mom on 11/27/17.* Physician spoke with mom and mom elected to return hearing aid for a credit with the company it was purchased from. A call was made to the vendor to...

extend the 60 day return window to 12/6/17 to give her time to return the item. * Information was provided to mom by the physician on what to look for in a clinic to maximize the insurance benefits for this hearing aid for her child; i.e. not only ensure that they take her insurance but that they are credentialed to work with pediatric patients and can meet the needs of her son for hearing aid and school support.* Mom returned the hearing aid on the afternoon of 11/27/17. Hearing aid was sent back to the vendor same day for credit. Sincerely,[redacted]Director, Cash Operations/ Credit & CollectionsMaineHealth Patient Financial Services[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
[I received a call from MaineHealth and spoke with [redacted] at MaineHealth.  MaineHealth has taken responsibility for the billing error and has committed to correcting, updating and providing us a copy of our new bill.  Until we receive an updated bill from MaineHealth, we consider this an outstanding issue and not resolved until we receive written evidence of our updated, correct balance.  We are still frustrated with how the matter was handled as we received an incorrect bill for over $2,000 due to a billing code error on the Hospital's system, who then made it a almost impossible task to cooperate with and resolve even though the error was due to their actions.  Further, it took almost a month for MaineHealth to respond to our inquiry, which by then we had already been able to figure out the issue (an incorrect billing code by the Hospital) through multiple, unnecessary calls with the Insurance Company if the Hospital had just initially taken the time when we called to examine the bill requested on our initial call.]
Regards,
[redacted]

Dear Revdex.com:Thank you for your efficient handling of this case. 
I have reviewed the response submitted by the business. MaineHealth also responded efficiently. I have called the collection agency and they told me that the account submitted to them on 3/28 has been sent back to MaineHealth. I also called MaineHealth Patient Financial Services and found that both accounts have been satisfied. I appreciate the services of those who took care of both of these stressful issues. Based on my calls, I have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]