Mercy Health Partners

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 Regards, [redacted]

May 24, [redacted] Dear Mr***, The purpose of this letter is to respond to the billing dispute you submitted to Revdex.com consumer complaint # [redacted] First we apologize for any hardship that this billing concern has caused youWe strive for excellent customer service and believe that our teams have made significant progress addressing the billing issues noted in the complaintWe acknowledge that the patient, Mr [redacted] called into the customer service unit on 5/18/in regards to billingUpon review of this call and his account we confirmed that Mr [redacted] was advised that statements had generated and account has placed with [redacted] Statements were sent to the address provided during registration [redacted] ***Mr [redacted] began receiving statements for his portion on 8/11/for his $patient liability portionDelay in statements is a result of denial from [redacted] *** who denied the claim the first time on 4/16/and then again on 8/6/for non-coverageThere was no established payment agreement and payments were not received following the statements that were generatedYour account was placed into collections on 2/20/as uncollectable*** upon receipt of your account completed the address search which resulted in your new address being billed and the billing system updated with the new informationWe have upon your request confirmed with the agency if this was on your credit and advised yesTo resolve this debt please mail payment to [redacted] *** or call [redacted] reference account number [redacted] We thank you for choosing [redacted] for your healthcare needsIf you have any other issues, please contact our customer service department at [redacted] Kind regards, Rebecca H [redacted] System Director Customer Service/Vendor Mgmt |Mercy Health Cc: Lisa L***

To Whom it may concern:Thank you for reaching out and relaying concerns regarding your account Upon review of your account, [redacted] is primary to [redacted] on this account, [redacted] paid $9,with a patient responsibility of $ [redacted] was billed for the patient responsibility, but paid as primary in error, and issued payment of $3, [redacted] identified the overpayment and recouped on 1/6/ [redacted] should be responsible for paying $549.41, at this time, and a bill was sent to the patient in error We are pursing payment at this time from the insurance and apologize for any inconvenience that this has causeMercy Health continually strives to meet the highest standards of customer service and quality care We are fortunate when patients or their families bring their concerns to our attention, as we recognize that problems that go unnoticed are missed opportunities for improvement We value you as a patient and look forward to serving your future healthcare needs If I can be of further assistance or you are not satisfied with the resolution, please do not hesitate to call me.Thank you,Rebecca H***SrDirector Customer Service513-445-

Good Afternoon, Thank you for your response I apologize for incorrectly addressing you in the letter attached to the complaint filed with the Revdex.com. This was a clerical error on my part and meant as no disrespect to you or your concernsI respect your frustrations and researched to locate the documents mentioned below from registration. The registration form completed by the registration staff reflects the *** *** *** *** * *** *** ***The consent form you signed is for treatment and billing but doesn’t contain patient demographic informationYour correct billing information was obtained through a skip trace completed by the agencyUnderstanding that this may be an area of opportunity, I have also forwarded your concern to the registration department. I have requested for the agency to remove any negative remarks from your credit. If you have any additional concerns or questions, please do not hesitate to contact me at *** Sincerely, Rebecca H***

H***, Terri D 2:PMto me Dear Revdex.com:I was able to look into the Revdex.com complaint that was sent to Mercy Health from *** ***I found that the incorrect patient was registered, causing his issue with billingAfter researching, I found that the
correct patient was *** *** based on the ID and insurance card that was scanned into the account.Mercy Health has taken the steps to update his name and address and remove *** *** from the accountWe have corrected the medical record number so we can bill insurance properlyWe have also notified internal compliance to report that Mr***’s medical information was compromisedThe account has been placed on administrative hold until we are able to update the MRN and bill properly. The account were sent to collections in error, so we have taken steps to pull the account back from collections and correct the patient’s credit report. Thank you, Terri H*** H***System Director, Service ExcellenceMercy HealthO:513.445.1942C:513.509.6289Email: TDH***@mercy.com

Please be advised that Mercy Health has taken steps to resolved this matterWe have written off the balance per the agreed conversation with the Patient and spouseThe prompt pay discount was written off on 11/19/2015; of the agreed amount of A zero balance statement was sent
to the patient via US Mail.We again tried to reach out to the patinent and spouse on 12/1/in reguards to the matter, there was no anwser at the home residence Please feel free to contact me Valerie A B*** Service Excellence at *** ***

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

They first of all addressed me as Mr [redacted] which speaks volumes on their accuracy.  Secondly, I never provided them the address of [redacted].  I have not lived there in more than 20 years.  I provided them the address of [redacted] which was actually correctly billed by the other medical offices.  So this is still their fault for failure to bill.  They took 2 years to not be able to resolve a claim with insurance.  They failed to notify me at the proper address I provided in those 2 years and now they improperly report this on my credit record.This is not resolved until they acknowledge they are at fault for the error by not billing my correct address.  I have it on the forms they make me fill out.  Why do they not use what little reading comprehension they have and check the forms. This is not resolved until they remove the reporting from my credit report.  I will not have to challenge this on my credit history with the agency.  Payment will not be made until all is resolved at I have stated.

May 24, 2017 [redacted]
[redacted]
[redacted] Dear Mr. [redacted], The purpose of this letter is to respond to the billing dispute you submitted to Revdex.com consumer complaint #[redacted]. First we apologize for any hardship that this billing concern has caused...

you. We strive for excellent customer service and believe that our teams have made significant progress addressing the billing issues noted in the complaint. We acknowledge that the patient, Mr. [redacted] called into the customer service unit on 5/18/2017 in regards to billing. Upon review of this call and his account we confirmed that Mr. [redacted] was advised that statements had generated and account has placed with [redacted]. Statements were sent to the address provided during registration [redacted] [redacted]. Mr. [redacted] began receiving statements for his portion on 8/11/2016 for his $694.12 patient liability portion. Delay in statements is a result of denial from [redacted] who denied the claim the first time on 4/16/2015 and then again on 8/6/2016 for non-coverage. There was no established payment agreement and payments were not received following the 6 statements that were generated. Your account was placed into collections on 2/20/2017 as uncollectable. [redacted] upon receipt of your account completed the address search which resulted in your new address being billed and the billing system updated with the new information. We have upon your request confirmed with the agency if this was on your credit and advised yes. To resolve this debt please mail payment to [redacted] or call [redacted] reference account number [redacted]. We thank you for choosing [redacted] for your healthcare needs. If you have any other issues, please contact our customer service department at [redacted] Kind regards, Rebecca H[redacted] System Director Customer Service/Vendor Mgmt |Mercy Health Cc: Lisa L[redacted]

I am unable to go into any detail regarding your client/our patient ([redacted])  without the HIPPA Authorization.  However when a patient is seen at the hospital and goes through registration they are asked to verify several points of personal information:...

 name/address/phone/insurance, etc. or they verify what we had previously in the system is still correct or make changes.  If a patient has received a service, regardless it is their responsibility to follow through.  It is reported to the collection agency for non payment and they try to collect thru mail or skip tracing.   Note:  It can be pulled back w/n 60 days of placement if it is paid off in full. Patient stated she wanted this removed b/c she was never told she owed?  Bills are not distributed at the scene.  They are mailed once all charges are applied and insurance  (if any) has paid. The patient isn't denying service just the billing? The account will be review once the HIPPA has been received.Thank you for your time,

To Whom it may concern:Thank you for reaching out and relaying concerns regarding your account.  Upon review of your account, [redacted] is primary to [redacted] on this account, [redacted] paid $9,242.93 with a patient responsibility of $549.41. [redacted] was billed for the patient responsibility, but paid as...

primary in error, and issued payment of $3,581.60. [redacted] identified the overpayment and recouped on 1/6/17. [redacted] should be responsible for paying $549.41, at this time, and a bill was sent to the patient in error.  We are pursing payment at this time from the insurance and apologize for any inconvenience that this has cause. Mercy Health continually strives to meet the highest standards of customer service and quality care.  We are fortunate when patients or their families bring their concerns to our attention, as we recognize that problems that go unnoticed are missed opportunities for improvement.  We value you as a patient and look forward to serving your future healthcare needs.  If I can be of further assistance or you are not satisfied with the resolution, please do not hesitate to call me.Thank you,Rebecca H[redacted]Sr. Director Customer Service513-445-1944

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. 
Regards,
[redacted]

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Dear Ms. [redacted],  Thank you for contacting Mercy Health regarding account number [redacted]. We have researched the patient's account and out findings are as follows: On 10/19/2015 the guarantor on the account called in to the business office and stated that they already provided proof...

of payment for a missing March payment and the account should be paid in full. We were able to verify that the account should in fact be paid in full.I want to apologize for the issues you experienced with your account. We have ensured that your account will be removed from the collections agency and that any negative remarks on your credit reporting as a result of this error will be eradicated. Your account has been updated to a balance of zero. If we can answer any further questions regarding this account, please feel free to contact us at 513-445-1060. Thank you, Customer Service- Mercy Health