National Patient Account Services

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[I have not yet received the aforementioned documents.  Once I have received them and had an opportunity to review them, I will respond further.]
Regards,
[redacted]

We are in receipt of the complaint filed by [redacted] and have taken the time to thoroughly review the complaint.  We apologize for any inconvenience experienced by the consumer. The account in question was placed with our office on June 29th, 2015 by our client, [redacted] Medical...

Center. We have confirmed with our client, that the current balance shown on the last statement sent to the consumer on February 7th, 2016, is still shown as due and owing.  Given the consumer’s concerns on the account in question, we have informed our client of the same and closed the account in our office.  If the consumer would like to discuss the account further please feel free to have them contact the client, [redacted] Medical Center directly.  We hope this resolves the consumer’s complaint.

We are in receipt of the complaint filed by [redacted] and have thoroughly reviewed this matter.  We apologize for any confusion or inconvenience experienced by the consumer. As of July 7th, 2016 we have resolved the billing for [redacted] indemnity plan and the $120.00...

payment has posted to the account. Our office attempted to reach out to [redacted] regarding the payment described by the consumer in their complaint, however, they were unable to release any information to our office as they only release HSA information to the actual policy holder. Unfortunately, copies of the payment must be requested by the consumer and provided to our office so we may assist in trying to correct this matter. Please ask the consumer to provide a front and back copy of the missing payment or check to our offices at [redacted] Louisville, KY 40269 or Fax: ###-###-#### and we will have the payment researched and applied to the consumer’s account. Should the consumer need anything further, please feel free to contact our office directly.

We are in receipt of the complaint filed by [redacted] and have taken the time to thoroughly review the complaint.  We apologize for any confusion or miscommunication on this account.  Upon receipt of Ms. [redacted]’s follow-up complaint we have contacted the insurance company in question.  We believe there is an inconsistency in the information being conveyed by the insurance company to the consumer.  We have attached the EOB the insurance company has provided our office.  This EOB shows there is a patient responsibility of $946.28.  At this time, Ms. [redacted]’s account shows payments made of $545.91, leaving a remaining balance of $400.37.   We again, apologize for any inconvenience experienced by Ms. [redacted].  Should the consumer have any further questions/concerns regarding the resolution of this account please do not hesitate to have her contact our office directly.  Thank you.

We are in receipt of the complaint filed by Ms. [redacted] and have taken the time to thoroughly review the complaint. I apologize for any inconvenience and delay experienced by Ms. [redacted] in her efforts to have her name corrected on her billing statement.  We wish to expedite the matter of...

Ms. [redacted]’s payment not being posted to her account as quickly as possible.  In order to expedite this process we ask if Ms. [redacted] can please provide a copy of the cancelled check to assist in crediting her account with the payment.

We are in receipt of the complaint filed by [redacted] and have thoroughly reviewed this matter.  We apologize for any confusion or inconvenience experienced by the consumer. The account in question was placed with our office on July 15th, 2016 by our client, [redacted].  -We are apologetic that in the complainant’s response they claims, “the business response contains lie about their actions.” We try to provide the most accurate responses possible, if the complainant has discrepancies that need to be addressed please have them provide details so we may further research the matter. -The complainant’s response claims, “They refuse provide proof of transfer and [redacted] indicates that this is not int their department.” The original complaint requested no proof of transfer of the account. Unfortunately since the account is closed from our offices and return to our client, [redacted]. We are unable to send any further correspondence per our contract with our client, [redacted]. Our offices have no control over [redacted]’s offices and locating of accounts. -The complainant’s response claims, “They still refuse to provide address police information for report.” [redacted] will need to file a Police Report with the local Police Department in their area. We are unable to advise specifically the address for [redacted]’s local Police Department. -The complainant’s response claims, ‘issued a bill after the message that they did not have his bill.” Per our offices records we do not indicate any letters have been sent since our previous Revdex.com response. -The complainant’s response claims, “They are refuse provide contact information for their fraud department.” Per NPAS Policy all possible ID theft information must be provided in writing, to include police reports and photo IDs. However since the account is no longer in our offices; the complainant will need to contact Medical Center of Plan directly for guidance on this matter.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I did contact NPAS, and they claim not to have thr person's telephone number.  This is simply not true.
Regards,
[redacted]

We are in receipt of the complaint filed by [redacted] and have thoroughly reviewed this matter.  We apologize for any confusion or inconvenience experienced by the consumer. The account in question was placed with our office on August 19th, 2016 by our client, [redacted]. Our...

Insurance Department contacted [redacted] to verify the information needed for the rebilling mentioned in the original Revdex.com complaint. Per [redacted] at this time they are claiming the balance is Patient Responsibility for out of network benefits and are not requesting a rebill. [redacted] advised an appeal of this outcome was filed on August 29th, 2016 however per our contract with our client, [redacted] we are unable to place the account on hold for this process. If the consumer needs further assistance please have them contact our office directly. Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.In 3 attempts to work with and offer what I could afford NPAS “rejected” my offer and instead offered a payment plan equaling more than 1/4 of my monthly income. NPAS offered 3 payments as their solution and told me if I couldn’t pay within 30 days my account would be turned to collections, even though I am, and continue to pay what I can afford. The representative told me my finances weren’t their problem, and I should borrow the money from a friend or family member. I also explained that I wasn’t back to work yet and I was a single mom with 2 children and had more than 10 medical bills and couldn’t put this one as a priority. FYI- My bill was $57,000 and I owed about $300 from 2 surgeries. I just started receiving bills in  December and currently owe $234. The purpose of the complaint is after life altering surgery companies shouldn’t threaten people who are paying consistently, calling and making an effort. Just like my payment plan may not be ideal, yours isn’t ideal for me however, I shouldn’t be threatened, harassed, talked down to, and treated poorly for doing what I can do to keep my bills upstanding. I’ve called [redacted] and they have no policy on collections if payments are being made and said it’s you the BILL COLLECTOR, who is an outside source. I’ve made a formal complaint to the hospital as well to inform them how you treat their accounts. It’s my hope they choose to use a more polite, compassionate service. I sent in another check for $20 on Friday after my second talk with your representative. Please note my account.  
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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

We apologize for the delay in response, but we have been unable to locate an account matching the demographics listed on the consumer’s complaint below. If the consumer could please provide the patient name or account number listed on the statements we will thoroughly investigate the consumer’s...

complaint.

We are in receipt of the complaint filed by [redacted] and have thoroughly reviewed this matter.  We apologize for any confusion or inconvenience experienced by the consumer. The account in question was placed with our office on March 15th, 2017 by our client, St. [redacted]’s Medical...

Center - [redacted]. We have spoken with our client and have been approved to offer the complainant a settlement of 50% on the balance of $704.30 leaving the patient responsibility as $352.15. If the complainant is willing to agree to this please respond stating so and we will mail a settlement letter to the complainant that they may use to make the payment and have for their records. If the consumer needs further assistance please have them contact our office directly. Thank you.

We are in receipt of the complaint filed by [redacted] and have thoroughly reviewed this matter.  We apologize for any confusion or inconvenience experienced by the consumer. The account in question was placed with our office on July 15th, 2016 by our client, [redacted]. Our...

client recalled the account from our office on July 20th, 2016 for review of possible ID Theft. This closure happened between [redacted]’s contact with [redacted] and NPAS resulting in the confusion of not being able to further assist [redacted]. After further review it appears that the [redacted] is awaiting a copy of a police report from [redacted] and they will be able to complete the review for the ID Theft. The concerns [redacted] has concerning customer service have been forwarded to our Quality Department for review. If [redacted] needs further assistance please contact the Regional Business office for [redacted] at ###-###-####.

We are in receipt of the complaint filed by [redacted] and have thoroughly reviewed this matter.  We apologize for any confusion or inconvenience experienced by the consumer. The account in question was placed with our office on Mar 30th, 2016 by our client, [redacted]...

[redacted]l. After reviewing the EOB from the consumer’s insurance we have discovered a remaining balance of 1052.41 was applied to copay and deductible by the insurance. The consumer reached a settlement agreement of 50% with [redacted]l prior to placement with our office for the amount of 505.30 based from a different patient responsibility prior to insurance adjustments. This amount is less than 50% of the correct patient responsibility after insurance adjustments however NPAS continued to honor the settlement amount originally agreed upon. If the consumer has any further concerns for this account please contact the client directly due the account no longer being placed in our office. Thank you.

We are in receipt of the complaint filed by [redacted]. Our office has taken the time to thoroughly review the complaint and all calls that were placed on his account. We apologize for any confusion or any misunderstanding in the consumer’s interaction with our representatives and proper...

review and coaching has been administered.  It does appear the consumer’s employers phone number was on file, however on October 12th, 2015 after speaking to the consumer all phone numbers have been removed from our system and contact will only be made via mail in the future.  Should the consumer need anything further, please feel free to have him contact our office directly.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The business response contains lie about there actions. They refuse provide proof of transfer and [redacted] indicates that this is not int their department. They still refuse to provide address police information for report and issued a bill after the message that they did not have his bill.They also refuse provide contact information for their fraud department.
Regards,
[redacted]

We are in receipt of the complaint filed by Mr. [redacted] and have taken the time to thoroughly review the complaint.  We apologize for any customer service issues Mr. [redacted] indicated he has experienced when interacting with our office.  Our Quality Department has been made aware...

this issue and is looking into every interaction Mr. [redacted] had with a member of our staff to ensure our expectations of high customer service is upheld.  In regards to Mr. [redacted] efforts to resolve this account through the [redacted] Medical Center’s Patient Advocacy Group, our office was advised on February 4th, 2015 that  the client had completed their audit of the account and no billing errors were found and the attached letter was mailed to Mr. [redacted]. 
Should Mr. [redacted] have any further questions, please feel free to have him contact our office or the facility directly.

We are in receipt of the complaint filed by [redacted] and have thoroughly reviewed this matter.  We again apologize for any confusion or inconvenience experienced by the consumer. The account in question was placed with our office on 02/19/2016 by our client, [redacted]. In reviewing the account we could not locate a completed financial assistance application. We ask that the consumer please complete this application and submit for review. If the consumer needs further assistance please have them contact our office directly. Thank you.

We are in receipt of the complaint filed by [redacted] and have thoroughly reviewed this matter.  We apologize for any confusion or inconvenience experienced by the consumer. The account in question was placed with our office on 12/19/2017 by our client, [redacted]. We...

are currently working diligently with our client, to resolve the consumers concern. We are requesting additional time to fully research this matter to reach an acceptable resolution.  In respect to the consumers request for no more phone calls, the phone number has been removed from the account.  If the consumer would like status updates on this account please have them contact our office directly. Thank you.

We are in receipt of the complaint filed by [redacted] and have thoroughly reviewed this matter.  We first want to apologize for any confusion or inconvenience experienced by the consumer. There are two accounts in question that were placed with our office. Account number...

[redacted] was placed on 06.17.2017. Account number [redacted] was originally placed with our office on 05.12.2017. Both accounts were placed by our client [redacted]. Account number [redacted] was set on a balance resolutions that was deleted on 09.25.2017. The reason for the deletion was due to an increase in balance due to insurance. The account was unlinked and the balance resolutions was deleted to allow for follow up with the insurance. Account number [redacted] continued to receive payments and payments were posted to the account. The error occurred when account number [redacted] came back from insurance follow up. In reviewing the account it was discovered that there were some account handling errors. Coaching and retraining have been provided to staff and again we want to apologize for the inconvenience that has occurred to the consumer. At this current time both accounts [redacted] and [redacted] are linked and a phone call from our customer service department will be made to follow up with the consumer to ensure we have the correct payment arrangement set on the account and to reestablish recurring check by phone. If the consumer needs further assistance please have them contact our office directly. Thank you.