Mercy Urgent Care - Fenton

05/24/2016Case 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 ServicesMercy Health Systems

03/28/ 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

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,
*** ***

05/27/2016Case 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.Mercy submitted the claims for the patient’s services correctly with the patient’s insurance company. Mercy provided medical records to the patient’s insurance company as supporting documentation that the claims were correctly coded and submitted to the patient’s insurance and the insurance company declined to reprocess the claims. Mercy has done everything on our part correctly and to assist the patient with her insurance claims.The patient has been advised of this information and advised that it would be in her best interest to file an appeal with her insurance company in regards to the way they processed the services. Please let me know how I can be of further assistance in the resolution of this concern.Sincerely, [redacted] Patient ServicesMercy Health Systems

Complaint: [redacted]
I am rejecting this response because:
I have spoken to a dozen people at Mercy.  No one seems to be able to figure out how to correct this.  They say they will correct it, but it is never done.  Two of the employees told me to have the insurance company correct the claim.  Of course, the insurance company cannot do that.  As stated, Mercy should not be charging me or any patient for emergency room services at this urgent care facility.  Mercy needs to correct the bill to show the $40 copay on the one visit and $0 on the second since that one was an accident.  We have gone over this many, many times over the last year.  I would just like for them to get it corrected.  Certainly, they have plenty of notes and there is no reason to have another useless conversation with them.
Sincerely,
[redacted]