Mercy Hospital

Complaint: [redacted] I am rejecting this response because: Mrs [redacted] keeps indicating that Mercy will contact me directly in reference to the complaint This complaint was lodged several months ago and no one has contacted me In addition, its been (5) five days since Mrs [redacted] first response to this complaint and still no one has contacted me The last time I contacted Mercy I received the same answer as the other times that they were working on getting it worked out with the insurance company They also assured me that it would not be sent to collections Then I receive a notice from collections showing the account was delinquent It seems there is no communications within MercyOn 08-28-my insurance rep (again) tried to help me by calling Mercy Listed below is the email I received from my rep:I tried to call [redacted] at [redacted] The receptionist asked my name before transferring me and then came back on to say that [redacted] must have stepped outI was put into ***'s voicemail and left another messageI attempted to contact [redacted] at the [redacted] and was told she was not in that office todayI also attempted to call [redacted] at the [redacted] phone number, was asked my name & who I was with and then the receptionist came on saying that she would put me through to [redacted] 's phone but that [redacted] did not pick up for herI left a voicemail for [redacted] stating that I was calling in regards to [redacted] ***, we are still waiting on some answers and I am hoping she can help me outI googled Mercy Clinic Gastroenterology -Medical Tower at [redacted] and their message stated to call [redacted] Option I called that phone#/option and asked for ***'s supervisorShe put me on hold and stated that [redacted] was not inI told her again that I was looking for ***'s supervisorShe stated that [redacted] is [redacted] 's supervisorI asked again for ***'s supervisor and she stated she is not sure who that would be.Once again no one called back I am very frustrated at the lack of cooperation by Mercy and there seemingly being no attempt by them to correct the problem other than billing me for a preventative procedure, which would have been paid in full if they had not coded it wrong on two occasions In addition, they could have had the doctors office send in a letter to UHC explaining the problem, but Dr***'s billing advised that was not necessary and they would work it out directly with the insuranceSo once again, I reject this generic response, because there is no one trying to help with this problem 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] MS [redacted] telephoned me today and based upon statements she made to me, we agreed to resolve the case internally and I therefore agreed to close the case.Thank you [redacted]

10/31/ Case ID: # [redacted] Dear Revdex.com Investigator, I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulationsThe complainant may in turn release a copy of our original response directly to the Revdex.com, at their discretion Please let me know how I can be of further assistance in the resolution of this concern Sincerely, [redacted] Patient Services Mercy Health Systems Tell us why here

06/15/ Case ID: [redacted] Dear Revdex.com Investigator, I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulationsThe complainant may in turn release a copy of our original response directly to the Revdex.com, at their discretion Please let me know how I can be of further assistance in the resolution of this concern Sincerely, [redacted] Patient Services Mercy Health Systems

4/24/ Case ID: # [redacted] Dear Revdex.com Investigator, I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulationsThe complainant may in turn release a copy of our original response directly to the Revdex.com, at their discretion Please let me know how I can be of further assistance in the resolution of this concern Sincerely, [redacted] Patient Services Mercy Health Systems Tell us why here

Initial Business Response / [redacted] (1000, 5, 2015/12/31) */ Contact Name and Title: [redacted] ACIII Contact Phone: XXXXXXXXXX Contact Email: [redacted] @mercy.net 12/31/ Case ID: XXXXXXX Dear Revdex.com Investigator, I appreciate the opportunity to respond regarding concerns of billing/collection practices for Mercy provided to the complainant Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both Insurance and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulationsThe complainant may in turn release a copy of our original response directly to the Revdex.com, at their discretion Please let me know how I can be of further assistance in the resolution of this concern Sincerely, [redacted] Patient Services Mercy Health Systems

Complaint: [redacted] I am rejecting this response because: 1) Mercy can still respond to my complaint without disclosing my medical/financial information 2) No information is being provided to show me that the Revdex.com would still be involved in the case Sincerely, [redacted]

9/12/ Case ID: # [redacted] Dear Revdex.com Investigator, I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulationsThe complainant may in turn release a copy of our original response directly to the Revdex.com, at their discretion Please let me know how I can be of further assistance in the resolution of this concern Sincerely, [redacted] Patient Services Mercy Health Systems

10/18/ Case ID: # [redacted] Dear Revdex.com Investigator, I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant Out of respect for the privacy and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulationsThe complainant may in turn release a copy of our original response directly to the Revdex.com, at their discretion Please let me know how I can be of further assistance in the resolution of this concern Sincerely, [redacted] Patient Services Mercy Health Systems

Account # [redacted] Date of Birth: 12/12/Patient Name: [redacted]

11/17/2017: Mediator emailed consumer requesting update.11/20/2017: I do want to pursue this case, but I am unable to open the old E-mails to get you a copy of the letters they sentAll that was sent to me was a bill for ServicesI called them and explained I already paid the social worker that came to our room and explained the billing(he told us the amount paid was what we owed for the visit)This is the whole reason I was so confusedI paid them before we left the ER and they did not give us any answers, in fact we signed a waver to be discharged11/20/2017: Mediator sent consumer HIPAA form so that business will discuss during mediation11/29/2017: Mediator emailed consumer to see if they had received the HIPAA form and if they were going to return it.11/30/2017: I don't know what that is,but I will sign anything you need.12/01/2017: Mediator resent HIPAA form through Blue

Complaint: [redacted] I am rejecting this response because:I had a phone conversation with the woman who sent the response to the Revdex.com My takeaway from that conversation is that, due to a line item on a form that everyone signs when entering the emergency room, the hospital does not see any legal obligation to accept my request During this discussion I made the hospital representative aware that I felt that these practices may be legally covered but they are still not proper business practices and they still leave the customer (myself in this case) being taken advantage of She did not disagree with my concern over the practices of the hospital and mentioned that she would look into it further for future cases From the conversation that I had with her it was clear that the hospital was going to take no further action to resolve my specific case because they use a third party billing system for their doctors This still leaves me with my original complaint that although the hospital was not the one who charged me the overpriced doctor's bill, they are the ones that have a misleading practice that made me blindsided by this bill.I have still not paid this bill and will be seeking further explanation from the hospital and the billing doctor This should stand as an example to future customers of the hospital, that although the hospital staff tell you a price and present it as though it is the total cost, there could be an additional fee of more than double that cost that they are not telling you about Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:They have not contacted me.That is a lousy excuse.I have been given run around for the last months and that is why I decided to open this complaint.All they did was send this bill to a collection agency because that is what they do bestWhy hasn't this lady contacted me personally? [redacted]

Initial Business Response / [redacted] (1001, 15, 2014/09/09) */ I am writing in regards to a complaint that was mailed to our office, case # XXXXXXXXUnfortunately, due to state and federal HIPAA privacy laws, I am unable to discuss any information regarding this complaint without written authorization from the complainant to do soFor your convenience, I have attached an authorization form that you may provide to the complainantOnce completed, the authorization form may be mailed to the following address: HIPAA Privacy Officers Chicago Otolaryngology Associates, SC [redacted] XXXXX Upon receipt of the properly completed and signed authorization form, I will be happy to discuss this complaint in greater detail and help the Revdex.com resolve this matter Initial Consumer Rebuttal / [redacted] (3000, 19, 2014/09/10) */ I also contacted the company( [redacted] ) itself again on Sept3, No reply yet from them Final Business Response / [redacted] (4000, 21, 2014/09/19) */ Please read the attached letter with the official response from the business

Complaint: ***
I am rejecting this response because: She indicates that Mercy has an internal policy to directly deal with these types of complaints. The internal policy must be to ignore the customers concerns and do nothing to correct the actions with the insurance company. The last three times I have called or my insurance rep has called, we have got a complete run-around. I have been told numerous times they are working on the problem with the insurance company, just to find out that nothing is being done. Since lodging this complaint, the only contact I have had from Mercy is from billing trying to collect on a deductible, which would have been paid by my insurance had Mercy coded the procedure correctly. There have been NO calls initiated by anyone else since this started. The answer provided was nothing more than further stall tactics.
Sincerely,
*** ***

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 # ***Please add your rejection comments below.
I am not asking that Mercy Hospital Patient Billing, Customer Service and other concerned parties to divulge my protected health care informationThis is a billing/customer service issueTherefore, just like any other business there is no protection under state/federal law with the exception of Debt collection laws, in which clearly have been violated under state/federal lawsThis would not be a "Hiipa" violationAlso, there is a signed release with Mercy Hospital regarding billing and payments that was signed by me
Regards,
*** ***

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
Sincerely,
*** ***

12/12/ Case ID: # *** Dear Revdex.com Investigator, I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant Out of respect for the privacy
and confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulationsThe complainant may in turn release a copy of our original response directly to the Revdex.com, at their discretion Please let me know how I can be of further assistance in the resolution of this concern Sincerely, *** *** Patient Services Mercy Health Systems

Initial Business Response /* (1000, 5, 2015/11/17) */
Contact Name and Title: *** *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@mercy.net
*** ***
Account #XXXXXXXXXXX
Patient : *** ***
In reviewing the complaint issued by the patient to the RevDex.com, there were two missing payments in the amount of $and $In reviewing the account, these payments had applied to the patient's spouse's guarantor account and were sitting as an undistributed amountI have transferred these two payments to the patient's outstanding hospital balance
I contacted the collection agency, *** and was informed that the patient had paid the remaining balance in full of $I was assured by the collection agency that there had not been any credit reporting done on the patient's behalf
I contacted the patient's spouse, per their original request, and went over all of the information in regards to my review and resolutionThe patient was satisfied with my resolutionI have mailed out a letter with Mercy letterhead stating my resolution and a brief summary of my conversation with the credit agency for the patient's records
Initial Consumer Rebuttal /* (2000, 7, 2015/11/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)

7/21/ Case ID: #*** Dear Revdex.com Investigator, I appreciate the opportunity to respond regarding concerns of billing/collection practices for clinical services provided to the complainant Out of respect for the privacy and
confidentiality of our patients protected health information (PHI), which may encompass both clinical and financial records, we have developed an internal system for responding directly to the complainant in accordance with local, state and federal regulationsThe complainant may in turn release a copy of our original response directly to the Revdex.com, at their discretion Please let me know how I can be of further assistance in the resolution of this concern Sincerely, *** *** Patient Services Mercy Health Systems