Moses Taylor Hospital

Dear Sir/Madam: Upon receipt of your letter dated 9/3/regarding the above-named patient, a full investigation was undertakenIt was found that only Medicare insurance information was sent with the reference labs to our facility on 12/6/The patient's [redacted] insurance information was not provided to usMedicare was billed and denied because the patient had no Part B coverage for outpatient servicesThe account was then on hold while the hospital transitioned to a new computer system and a new business officeWhen the account was picked up again, the patient was notified that we did not have valid insurance information on file and that he would be responsible for the balance if he could not provide it.He did respond by calling our Customer Service department with his [redacted] insurance information which we subsequently billedThey denied correctly for timely filingHis account should have beenwritten off at that point but a bill was sent to the patient in errorWe have now written off this patient's account and the balance is zeroHe will not be contacted for Collections purposes on this account againPlease feel free to contact me with any questionsThank you, Jason CCOO

July 24, 2014Dear [redacted] ,This letter is in response to case # [redacted] The complainant was contacted for additional information regarding the concerns stated in the complaintThe distinction between an inpatient stay and an outpatient/observation stay was Communicated to the complainantAdditionally, the medical record was verified to determine the bill was correctly submitted as an outpatient/observation stay.Regarding the matter of contacting our billing office, it was confirmed that our telephone number and voicemail system are operational and the facility did receive a voice message from the complainantIt was noted in our System that a return call was attempted on July 16, 2014; however, the call was unanswered and the representative was unable to leave a message for the complainant.Thank you for bringing this issue to our attentionMoses Taylor Hospital sincerely apologizes for any inconvenience the patient experienced after the hospital visit and view patient concerns as an opportunity to improve our processes and offer additional training to our staff.Sincerely,Virginia S Business Office Director

November 18, Dear *** ***
This letter is in response to case #***The complainant mentions three billed amounts in her letterAs a reference, $19,corresponds to account ***, $5,to account ***, and $5,to account ***
Upon review of the patient's claims, we maintain that her claims were coded according to the guidelines set by the International Classification of Diseases.Account *** totaling $19,was coded and billed correctly to *** however; a system issue at *** incorrectly translated the primary procedure codeWe have been working with *** *** to remedy the error and have resubmitted the claim for paymentAccording to information obtained from *** ***, the patient had a worker's compensation claim due to a back injuryThe patient presented at Moses Taylor five months later with an unrelated issue, however back pain was a chief complaintTherefore, *** *** combined the claims and account *** totaling $5,was deniedOur Medical Records department verified the coding was accurate according to the information in the patient's chartThus, we have been working with *** *** to establish the two encounters were unrelated and have resubmitted the bill for paymentAccount *** totaling $5,183,was rejected for incorrect subscriber ID information, not codingThis claim was reviewed by the registrar, corrected and resubmitted for paymentThe patient has been updated on the status of these datesOur office will continue to work with *** *** on these claims until resolutionSincerely,Virginia S
Moses Taylor Hospital Business Office Director

I spends like 4 hour waiting all necessary was joking the ER WAS EMPTY

Dear Sir/Madam:Upon receipt of your letter dated 9/3/2015 regarding the above-named patient, a full investigation was undertaken. It was found that only Medicare insurance information was sent with the reference labs to our facility on 12/6/2012. The patient's [redacted] insurance information was...

not provided to us. Medicare was billed and denied because the patient had no Part B coverage for outpatient services. The account was then on hold while the hospital transitioned to a new computer system and a new business office. When the account was picked up again, the patient was notified that we did not have valid insurance information on file and that he would be responsible for the balance if he could not provide it.He did respond by calling our Customer Service department with his [redacted] insurance information which we subsequently billed. They denied correctly for timely filing. His account should have beenwritten off at that point but a bill was sent to the patient in error.We have now written off this patient's account and the balance is zero. He will not be contacted for Collections purposes on this account again.Please feel free to contact me with any questions.Thank you,Jason C.COO

Dear Sir/Madam:
Upon receipt of your letter dated 9/3/2015 regarding the above-named patient, a full investigation was undertaken. It was found that only Medicare insurance information was sent with the reference labs to our facility on 12/6/2012. The patient's [redacted] insurance...

information was not provided to us. Medicare was billed and denied because the patient had no Part B coverage for outpatient services. The account was then on hold while the hospital transitioned to a new computer system and a new business office. When the account was picked up again, the patient was notified that we did not have valid insurance information on file and that he would be responsible for the balance if he could not provide it.He did respond by calling our Customer Service department with his [redacted] insurance information which we subsequently billed. They denied correctly for timely filing. His account should have beenwritten off at that point but a bill was sent to the patient in error.
We have now written off this patient's account and the balance is zero. He will not be contacted for Collections purposes on this account again.
Please feel free to contact me with any questions.
Thank you,
Jason C.
COO

July 24, 2014Dear [redacted],This letter is in response to case #[redacted]. The complainant was contacted for additional information regarding the concerns stated in the complaint. The distinction between an inpatient stay and an outpatient/observation stay was Communicated to the...

complainant. Additionally, the medical record was verified to determine the bill was correctly submitted as an outpatient/observation stay.Regarding the matter of contacting our billing office, it was confirmed that our telephone number and voicemail system are operational and the facility did receive a voice message from the complainant. It was noted in our System that a return call was attempted on July 16, 2014; however, the call was unanswered and the representative was unable to leave a message for the complainant.Thank you for bringing this issue to our attention. Moses Taylor Hospital sincerely apologizes for any inconvenience the patient experienced after the hospital visit and view patient concerns as an opportunity to improve our processes and offer additional training to our staff.Sincerely,Virginia S 
Business Office Director

Review: The billing department at moses Taylor has repeatedly put incorrect codes on three separate bills. I have been making phone calls for several months between moses Taylor and [redacted] to rectify the problem. The insurance company has put all of us on a three way phone calls. [redacted] has verbally given moses Taylor billing department the correct instructions and codes and yet we still receive bills for payment without any "explanation of benefits" on the bill. [redacted] denies payment of any sort until billing is done correctly. At this time there are three separate bills (from having a baby and one from kidney issues during pregnancy). One bill is for $19,388.82, one for $5,183.56 and the last one is for $5,495.70. Baby and delivery were January 4th through the 8th. Kidney issue during pregnancy was December 21st. Problem has not been fixed yet.Desired Settlement: Simply want Moses Taylor to bill [redacted] correctly so that these bills are paid. Also, I do not want to be responsible for any balance not paid by the insurance company. I do not have a problem paying deductible. After one year, insurance company will not be responsible.

Business

Response:

November 18, 2014Dear [redacted]This letter is in response to case #[redacted].The complainant mentions three billed amounts in her letter. As a reference, $19,388.82 corresponds to account [redacted], $5,495.70 to account [redacted], and $5,183.56 to account [redacted]. Upon review of the patient's claims, we maintain that her claims were coded according to the guidelines set by the International Classification of Diseases.Account [redacted] totaling $19,388.82 was coded and billed correctly to [redacted] however; a system issue at [redacted] incorrectly translated the primary procedure code. We have been working with [redacted] to remedy the error and have resubmitted the claim for payment.According to information obtained from [redacted], the patient had a worker's compensation claim due to a back injury. The patient presented at Moses Taylor five months later with an unrelated issue, however back pain was a chief complaint. Therefore, [redacted] combined the claims and account [redacted] totaling $5,495.70 was denied. Our Medical Records department verified the coding was accurate according to the information in the patient's chart. Thus, we have been working with [redacted] to establish the two encounters were unrelated and have resubmitted the bill for payment.Account [redacted] totaling $5,183,56 was rejected for incorrect subscriber ID information, not coding. This claim was reviewed by the registrar, corrected and resubmitted for payment.The patient has been updated on the status of these dates. Our office will continue to work with [redacted] on these claims until resolution.Sincerely,Virginia SMoses Taylor Hospital Business Office Director

Review: My wife, [redacted] was a patient at Moses Taylor on May 5 to May 6 of 2014. She had been scheduled as a Outpatient same day Surgery. While in recovering she experienced chest pains after tests the doctors determined that she needed to be kept over night for observations and tests. After additional test the same day it was determined that she would be discharged the next day. We suffered numerous bills for testing and observations from the recovery unit doctors and from the doctors who visited her room. My main issue is that I have not been able to contact the billing office at Moses Taylor I have called three days a week left messages and sent email's. I need to have my wife's bill changed same day surgery to a regular patient. The numbers I have called are area code [redacted]) connected me to billing no results, area code [redacted]) results busy or mail box full. All I want is to pay a correctedDesired Settlement: I want to pay a corrected bill

Business

Response:

July 24, 2014Dear [redacted],This letter is in response to case #[redacted]. The complainant was contacted for additional information regarding the concerns stated in the complaint. The distinction between an inpatient stay and an outpatient/observation stay was Communicated to the complainant. Additionally, the medical record was verified to determine the bill was correctly submitted as an outpatient/observation stay.Regarding the matter of contacting our billing office, it was confirmed that our telephone number and voicemail system are operational and the facility did receive a voice message from the complainant. It was noted in our System that a return call was attempted on July 16, 2014; however, the call was unanswered and the representative was unable to leave a message for the complainant.Thank you for bringing this issue to our attention. Moses Taylor Hospital sincerely apologizes for any inconvenience the patient experienced after the hospital visit and view patient concerns as an opportunity to improve our processes and offer additional training to our staff.Sincerely,Virginia S Business Office Director