------ Forwarded message ----------
sans-serif;">From: Revdex.com of Metro Washington DCDate: Tue, Jun 23, at 9:AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: *** *** ---------- Forwarded message ----------From: *** Date: Mon, Jun 22, at 1:PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: [email protected]
To Whom It May Concern,
This complaint has been resolved to my satisfactionPlease close
*** ** ***
June 18, 2015Dear *** ***,This letter is in response to a complaint received from your office, complaint id # ***.We were aware of *** ***’s concerns as he had also filed a complaint through *** *** Hershey Medical Center’s compliance hotline regarding the same matterAs a result of that initial notification the Office of General Counsel (OGC) has been communicating with *** *** who is currently on vacationUpon his return, *** *** has indicated he will be sending the OGC the Support Orders which should define the financial responsibility for bills more clearlyAt that time, the OCG will make a determination as to who will be listed as the guarantor to *** ***’s medical bills at *** *** Hershey Medical Center.We appreciate that this concern was brought to our attention giving us the opportunity to address appropriatelyMy direct telephone number is ###-###-#### should you have any additional questionsSincerely,
Jennine K
Patient Financial Services Manager
June 18, 2015Dear *** ***,This letter is in response to a complaint received from your office, complaint id # ***.We were aware of *** ***’s concerns as he had also filed a complaint through *** *** Hershey Medical Center’s compliance hotline regarding the same matterAs a result of that initial notification the Office of General Counsel (OGC) has been communicating with *** *** who is currently on vacationUpon his return, *** *** has indicated he will be sending the OGC the Support Orders which should define the financial responsibility for bills more clearlyAt that time, the OCG will make a determination as to who will be listed as the guarantor to *** ***’s medical bills at *** *** Hershey Medical Center.We appreciate that this concern was brought to our attention giving us the opportunity to address appropriatelyMy direct telephone number is ###-###-#### should you have any additional questions.Sincerely,Jennine KPatient Financial Services Manager
September 10, Dear *** ***,This letter is in response to the complaint filed by *** *** regarding her son, ***’s accountPenn State Hershey separates the billing into two components; a physician bill and a facility feeOutpatient visits typically have
separate billing for both these componentsTherapy visits are billed only for facility services as the staff that perform the services belong to the facility cost center.The physician bill is sent to the guarantor on one bill for all dates of serviceThe facility bill is sent to the guarantor on one bill per date of serviceThis is why we are unable to produce one statement with the detail of each servicePlease see the below dates of Service detail below:*** *** ***’s contract with Penn State Hershey is based on the Ambulatory Payment Classification (APC) methodThis is the government’s method of payment for outpatient services for the Medicare programIt is a system in which outpatient services with similar costs and clinic indications are grouped together and a set payment amount is paid, regardless of the charge amount from the facility.On the date of service 3/18/14, our facility fee charge was $80.00, however based on the APC schedule, the allowable amount for this charge is $This is why there is an insurance payment of $and the deductible balance is $The reimbursement methodology does not impact the patient co-pay, co-insurance or deductible amounts as specified in the patient’s insurance contract.The therapy visit on 3/26/is for the evaluation of oral & pharyngeal swallowing functionThe therapist has extensive notes to support this charge, which are available to *** *** through the medical records department.The therapy visit on 4/24/is for the treatment of swallowing dysfunction and/or oral function for feeding.Certainly we can supply *** *** with copies of the billing statements and detailed explanations of each code usedIf she would like the supporting documentation completed by the physician and/or therapist, she will need to complete the request through medical recordsThey can be reached at ###-###-####.We understand that medical bills can be overwhelming and have several options available to patients including a budget plan and financial assistance programIf *** *** would like to discuss these options further, I would be more than happy to assist herMy direct telephone number is###-###-####I will ensure that these bills do not age to a collection agency for an additional days to allow time for *** *** to contact me.Please let me know if you require additional information Sincerely,Jennine KPatient Financial Services Manager
October 19,2017Dear [redacted]:This letter is In response to complaint ID...
number [redacted].The customer's complaint includes both patient care concerns and HIPAA Privacy concerns. As Privacy Specialist for Penn State Health, Milton S. Hershey Medical Center ("MSHMC"), my response will specifically address only the customer's privacy related concerns. The patient care related components of the customer's complaint have been forwarded to the Medical Center's office of Patient Relations for that office to respond to you directly.I previously spoke with the customer regarding her privacy concerns in June 2016. When she requested a unique PIN be assigned to her daughter's medical record, to ensure that patient Information was only disclosed to authorized Individuals, I explained that our organization does not assign unique PINs to an outpatient's record for identification verification purposes. The use of unique PINs is not a requirement under the HIPAA Privacy Rule. The Rule does not include specific or technical requirements for identity verification and allows covered entities to rely on their professional judgement and Industry standards in designing reasonable verification processes.When scheduling appointments and requesting information over the phone, MSHMC patients are asked to provide a minimum of two personal identifiers, such as name, date of birth or medical record number, to verify who they are. Limited information about a child will only be disclosed to the parent if the Individual representing themselves as the parent provides sufficient Information about their child, such that the person being provided the information can reasonably verify them as the parent.Following my conversation with the customer, I added an alert to her daughter's medical record instructing staff to carefully verify the mother's Identity prior to releasing any information regarding the daughter. The MSHMC Medical Group added a similar alert to the daughter's account in the scheduling system Additionally, Medical Group leadership sent an email communication to Medical Group workforce members as a reminder to not volunteer information when verifying patient registration information.With regard to the customer's general claims that the Medical Center does not follow its privacy policies, and has violated HIPAA, I am unable to address these statements without further details on the practices she believes are out of compliance.Regarding the customer's concern about the Medical Center not permitting her to record phone calls, the Medical Center does have a policy concerning recording by patients and visitors. In compliance with Pennsylvania State law, the Medical Center requires that parties participating in audio recording have given permission to being recorded. If clinical staff or other workforce members have not given permission to being recorded, a patient or visitor is not permitted to record them.The Medical Center is unable to comply with the customer's requested resolution of her complaint to remove her medical records and other information pertaining to her from Medical Center systems. In accordance with federal and state guidelines, medical records cannot be "removed" from an account. As stated previously, we do not assign unique PINs to an accountfaridentification purposes.Please let us know if there is any further information you need in order to assist in resolving the customer's concerns.Most Sincerely,Laura SPrivacy Specialist
October 23, 2016Dear [redacted],First, I want to extend my sincere apology for the delay in the response to this complaint. As we have discussed [redacted]'s name has been removed from your records as the contact for our organization since she is no longer employed at Penn State Health-Milton S....
Hershey Medical Center.In response to the general concerns presented it should be noted that this organization is a University-affiliated teaching hospital; therefore, students and/or residents often participate in the observation or management of the patient's care. Generally, patients are asked at the beginning of the appointment if they are willing to allow the student participation. They can accept or decline. Residents are permitted to engage in a certain level care of care which is bilable to insurance as long as there is an attending physician present to supervise the work performed by the resident.Whether you are seeing the same physician has to do primarily with the scheduling of the appointments. It has been verified with the Pediatrics Department if the patient is being seen for well-child or routine care at specifically scheduled intervals the appointments can generally be scheduled with the physician requested by the family, but acute appointments, where time is of the essence, the child will be seen by the physician on duty at the time of the appointment. It should be noted that the specific appointment being questioned was scheduled as an acute visit with the appointment being made the day of the call.The specific appointment, 7/29/2016, was investigated as requested by the patient's mom, Justine Moyle and it was found that there was a charge on the bill for removal of cerumen, which is not correct. Charges for the technical and professional component totally $275.00 have been removed. A corrected claim is being submitted to the insurance carrier and refunds in the amounts of S$87.12 and $38.24 are being issued to [redacted]Finally, enclosed please find a fact sheet explaining hospital-based billing which should be available in all clinics.We apologize for the inconvenience this billing error has caused [redacted] and thank her for taking the time to have the concern brought to our attention, allowing us the opportunity to take the proper corrective action. Please advise if any additional information is needed. I can be reached directly by either phone or email.Thank you Respectfully,Linda S.Team Manager, Customer Service
July 7, 2017Dear [redacted],The inquiry submitted on behalf of [redacted] has been investigated.It is correct that hospital-based billing was implemented across all payers in 2010; however, previously Medicare patients seen in on-site clinics have been billed by this method since the mid 1990's....
Hospital-based outpatient refers to the billing process for services rendered in a hospital outpatient clinic or location. This is a national model of practice for large integrated health care delivery systems like Penn State Health where the hospital owns the practice and employs the support personnel, including the physicians, involved in patient care. The billing method applies to all clinics within a 35 mile radius of the hospital.Flyers are available in the various practice sites which give the patient some background information and answers to the most frequently-asked questions. A copy is enclosed if [redacted] has not seen a c???.Specifically, in [redacted]'s it would appear that she would be familiar with this method of billing, because as far back as 2011 all of her services, including allergy-related have been billed with a technical component. During that time she has been covered by several different insurance plans, but each have assessed a patient pay on a portion of the technical component. Examples include; 6/28/11, $169,89; 2/28/12, $118.09; 12/10/13, $18.85; 10/8/14, $28,48; 9/24/15, $31,24;5/27/16, $30.00 and 1/26/17, $30.00.In the case of the allergy serum and injections there is physician involvement in the establishment of the diagnosis and development of the serum, but as [redacted] has described administration of the injection does not require the expertise of a physician; hence billing for technical component only to reflect the nursing staff time.Based on the history of this account and as a gesture of goodwill the balances remaining on the allergy injections have been adjusted noted in [redacted]'s later have been adjusted. The affected datesare;4/27/17, 5/4/17, 5/18/17, 5/11/17, 5/15/17 and 5/18/17.Thank you for bringing those concerns to our attention. Please advise if any additional information is needed.Thank youRespectfully,Linda S.Team Manager Customer Service and Cash Posting
[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]
I believe we probably will not get any further with our
complaint. Until the doctor's office
will discontinue billing our insurance with "hospital fees" for every
time my wife walks in the door, we will...
be continued to be "extorted"
in this legal but yet improper practice.
We would like this to stop. If my wife wanted to pay for "hospital
fees" she would drive to Hershey to the actual hospital, NOT Camp Hill to
a doctor's office. So obviously if the
facility is going to bill that way, the insurance company is not going to
review it as an office visit but a hospital visit.
I appreciate all that you've done. If there is anything more you can do to
address this borderline fraudulent practice, we can be in touch, but again, I don't
think we will get much further.
Everything with them is a "hospital fee" unfortunately.
And the bill was paid but I believe the office might have
responded prior to processing.
------ Forwarded message ----------From: Revdex.com of Metro Washington DC<[email protected]>Date: Tue, Jun 23, 2015 at 9:11 AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted]...
<c[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: [redacted] <[redacted].net>Date: Mon, Jun 22, 2015 at 1:52 PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [email protected] Whom It May Concern, ...⇄ This complaint has been resolved to my satisfaction. Please close. ...⇄ [redacted]
July 27, 2017Dear [redacted],I offer my sincere apology for the delay to the additional concerns/questions presented by [redacted].Balances on the allergy injections have been adjusted as noted in [redacted]'s original letter. The affected dates are; 4/27/17, 5/4/17, 5/8/17, 5/11/17, 5/15/17 and 5/18/17. She is still being billed for the balance on the visit of 4/26/17, which was not a charge for an allergy injection. A copy of that visit is also enclosed.By adjusting the balances believe We were acknowledging that we agreed with [redacted]'s concern. I apologize that following the process outlined on the Immunotherapy Start Consent form, contacting the insurance carrier in advance, [redacted] did not get the result she was anticipating.I have spoken to representatives in the department that initiated the form and we are not certain what information could have/should have been contained on the form that would have improved the outcome, because every insurance carrier, every insurance plan processes claims differently. Even within our own organization clinics outside of the 35 mile radius are billing as physician practices, not as hospital-based, so if these allergy injections would have been given at the State College location these same claims would have processed differently and paid with no out of pocket according to [redacted].We will continue to assess the form for possible revisions and appreciate that this issue has been brought to our attention.A copy of the flyer referenced in the first letter is enclosed. [redacted] is correct, I believe it was overlooked in the first letter,Thank you. Please advise if any additional information is needed.Respectfully,Linda S. Team Manager Customer Service and Cash Posting
December 19, 2017Dear [redacted],This is in response to the customer complaint received in our Patient Financial Services Department on December 11, 2017 , concerning the above referenced patient, in...
relation to services provided in the Penn State Health, Milton S. Hershey Medical Center. Patient Relations, in collaboration with the clinic, has reviewed the patients concerns listed below. We are offering the following responses to the Desired Outcome/Settlement of this concern:1. Patient requests the original forms be updated with the correct dates and explanations signed by her doctor and resubmitted to [redacted]:Action: Forms have been amended, signed by her doctor and resubmitted to [redacted].2. Patient requests a copy of her medical records be sent to her: Action: Per Medical Records staff, medical records requested have been mailed to the patient.3. Patient asks for corrective action to be taken against the employee who mishandled her disability claim:Action: Any action to be taken in reference to a Penn State Health employee will be addressed internally as deemed appropriate.Thank you for allowing us the opportunity to review and respond to these concerns. As an institution, it is our goal to ensure every patient receives high-quality compassionate care and exceptional service. We appreciate receiving feedback, as it allows us to review our processes and service to our patient community.If I am able to address any additional concerns, please contact me at ###-###-####.Sincerely, Lori YPatient Relations Representative
------ Forwarded message ----------
sans-serif;">From: Revdex.com of Metro Washington DCDate: Tue, Jun 23, at 9:AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: *** *** ---------- Forwarded message ----------From: *** Date: Mon, Jun 22, at 1:PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: [email protected]
To Whom It May Concern,
This complaint has been resolved to my satisfactionPlease close
*** ** ***
June 18, 2015Dear *** ***,This letter is in response to a complaint received from your office, complaint id # ***.We were aware of *** ***’s concerns as he had also filed a complaint through *** *** Hershey Medical Center’s compliance hotline regarding the same matterAs a result of that initial notification the Office of General Counsel (OGC) has been communicating with *** *** who is currently on vacationUpon his return, *** *** has indicated he will be sending the OGC the Support Orders which should define the financial responsibility for bills more clearlyAt that time, the OCG will make a determination as to who will be listed as the guarantor to *** ***’s medical bills at *** *** Hershey Medical Center.We appreciate that this concern was brought to our attention giving us the opportunity to address appropriatelyMy direct telephone number is ###-###-#### should you have any additional questionsSincerely,
Jennine K
Patient Financial Services Manager
June 18, 2015Dear *** ***,This letter is in response to a complaint received from your office, complaint id # ***.We were aware of *** ***’s concerns as he had also filed a complaint through *** *** Hershey Medical Center’s compliance hotline regarding the same matterAs a result of that initial notification the Office of General Counsel (OGC) has been communicating with *** *** who is currently on vacationUpon his return, *** *** has indicated he will be sending the OGC the Support Orders which should define the financial responsibility for bills more clearlyAt that time, the OCG will make a determination as to who will be listed as the guarantor to *** ***’s medical bills at *** *** Hershey Medical Center.We appreciate that this concern was brought to our attention giving us the opportunity to address appropriatelyMy direct telephone number is ###-###-#### should you have any additional questions.Sincerely,Jennine KPatient Financial Services Manager
September 10, Dear *** ***,This letter is in response to the complaint filed by *** *** regarding her son, ***’s accountPenn State Hershey separates the billing into two components; a physician bill and a facility feeOutpatient visits typically have
separate billing for both these componentsTherapy visits are billed only for facility services as the staff that perform the services belong to the facility cost center.The physician bill is sent to the guarantor on one bill for all dates of serviceThe facility bill is sent to the guarantor on one bill per date of serviceThis is why we are unable to produce one statement with the detail of each servicePlease see the below dates of Service detail below:*** *** ***’s contract with Penn State Hershey is based on the Ambulatory Payment Classification (APC) methodThis is the government’s method of payment for outpatient services for the Medicare programIt is a system in which outpatient services with similar costs and clinic indications are grouped together and a set payment amount is paid, regardless of the charge amount from the facility.On the date of service 3/18/14, our facility fee charge was $80.00, however based on the APC schedule, the allowable amount for this charge is $This is why there is an insurance payment of $and the deductible balance is $The reimbursement methodology does not impact the patient co-pay, co-insurance or deductible amounts as specified in the patient’s insurance contract.The therapy visit on 3/26/is for the evaluation of oral & pharyngeal swallowing functionThe therapist has extensive notes to support this charge, which are available to *** *** through the medical records department.The therapy visit on 4/24/is for the treatment of swallowing dysfunction and/or oral function for feeding.Certainly we can supply *** *** with copies of the billing statements and detailed explanations of each code usedIf she would like the supporting documentation completed by the physician and/or therapist, she will need to complete the request through medical recordsThey can be reached at ###-###-####.We understand that medical bills can be overwhelming and have several options available to patients including a budget plan and financial assistance programIf *** *** would like to discuss these options further, I would be more than happy to assist herMy direct telephone number is###-###-####I will ensure that these bills do not age to a collection agency for an additional days to allow time for *** *** to contact me.Please let me know if you require additional information Sincerely,Jennine KPatient Financial Services Manager
October 19,2017Dear [redacted]:This letter is In response to complaint ID...
number [redacted].The customer's complaint includes both patient care concerns and HIPAA Privacy concerns. As Privacy Specialist for Penn State Health, Milton S. Hershey Medical Center ("MSHMC"), my response will specifically address only the customer's privacy related concerns. The patient care related components of the customer's complaint have been forwarded to the Medical Center's office of Patient Relations for that office to respond to you directly.I previously spoke with the customer regarding her privacy concerns in June 2016. When she requested a unique PIN be assigned to her daughter's medical record, to ensure that patient Information was only disclosed to authorized Individuals, I explained that our organization does not assign unique PINs to an outpatient's record for identification verification purposes. The use of unique PINs is not a requirement under the HIPAA Privacy Rule. The Rule does not include specific or technical requirements for identity verification and allows covered entities to rely on their professional judgement and Industry standards in designing reasonable verification processes.When scheduling appointments and requesting information over the phone, MSHMC patients are asked to provide a minimum of two personal identifiers, such as name, date of birth or medical record number, to verify who they are. Limited information about a child will only be disclosed to the parent if the Individual representing themselves as the parent provides sufficient Information about their child, such that the person being provided the information can reasonably verify them as the parent.Following my conversation with the customer, I added an alert to her daughter's medical record instructing staff to carefully verify the mother's Identity prior to releasing any information regarding the daughter. The MSHMC Medical Group added a similar alert to the daughter's account in the scheduling system Additionally, Medical Group leadership sent an email communication to Medical Group workforce members as a reminder to not volunteer information when verifying patient registration information.With regard to the customer's general claims that the Medical Center does not follow its privacy policies, and has violated HIPAA, I am unable to address these statements without further details on the practices she believes are out of compliance.Regarding the customer's concern about the Medical Center not permitting her to record phone calls, the Medical Center does have a policy concerning recording by patients and visitors. In compliance with Pennsylvania State law, the Medical Center requires that parties participating in audio recording have given permission to being recorded. If clinical staff or other workforce members have not given permission to being recorded, a patient or visitor is not permitted to record them.The Medical Center is unable to comply with the customer's requested resolution of her complaint to remove her medical records and other information pertaining to her from Medical Center systems. In accordance with federal and state guidelines, medical records cannot be "removed" from an account. As stated previously, we do not assign unique PINs to an accountfaridentification purposes.Please let us know if there is any further information you need in order to assist in resolving the customer's concerns.Most Sincerely,Laura SPrivacy Specialist
October 23, 2016Dear [redacted],First, I want to extend my sincere apology for the delay in the response to this complaint. As we have discussed [redacted]'s name has been removed from your records as the contact for our organization since she is no longer employed at Penn State Health-Milton S....
Hershey Medical Center.In response to the general concerns presented it should be noted that this organization is a University-affiliated teaching hospital; therefore, students and/or residents often participate in the observation or management of the patient's care. Generally, patients are asked at the beginning of the appointment if they are willing to allow the student participation. They can accept or decline. Residents are permitted to engage in a certain level care of care which is bilable to insurance as long as there is an attending physician present to supervise the work performed by the resident.Whether you are seeing the same physician has to do primarily with the scheduling of the appointments. It has been verified with the Pediatrics Department if the patient is being seen for well-child or routine care at specifically scheduled intervals the appointments can generally be scheduled with the physician requested by the family, but acute appointments, where time is of the essence, the child will be seen by the physician on duty at the time of the appointment. It should be noted that the specific appointment being questioned was scheduled as an acute visit with the appointment being made the day of the call.The specific appointment, 7/29/2016, was investigated as requested by the patient's mom, Justine Moyle and it was found that there was a charge on the bill for removal of cerumen, which is not correct. Charges for the technical and professional component totally $275.00 have been removed. A corrected claim is being submitted to the insurance carrier and refunds in the amounts of S$87.12 and $38.24 are being issued to [redacted]Finally, enclosed please find a fact sheet explaining hospital-based billing which should be available in all clinics.We apologize for the inconvenience this billing error has caused [redacted] and thank her for taking the time to have the concern brought to our attention, allowing us the opportunity to take the proper corrective action. Please advise if any additional information is needed. I can be reached directly by either phone or email.Thank you Respectfully,Linda S.Team Manager, Customer Service
This complaint has been forwarded to the Manager of Patient Relations to investigate.
July 7, 2017Dear [redacted],The inquiry submitted on behalf of [redacted] has been investigated.It is correct that hospital-based billing was implemented across all payers in 2010; however, previously Medicare patients seen in on-site clinics have been billed by this method since the mid 1990's....
Hospital-based outpatient refers to the billing process for services rendered in a hospital outpatient clinic or location. This is a national model of practice for large integrated health care delivery systems like Penn State Health where the hospital owns the practice and employs the support personnel, including the physicians, involved in patient care. The billing method applies to all clinics within a 35 mile radius of the hospital.Flyers are available in the various practice sites which give the patient some background information and answers to the most frequently-asked questions. A copy is enclosed if [redacted] has not seen a c???.Specifically, in [redacted]'s it would appear that she would be familiar with this method of billing, because as far back as 2011 all of her services, including allergy-related have been billed with a technical component. During that time she has been covered by several different insurance plans, but each have assessed a patient pay on a portion of the technical component. Examples include; 6/28/11, $169,89; 2/28/12, $118.09; 12/10/13, $18.85; 10/8/14, $28,48; 9/24/15, $31,24;5/27/16, $30.00 and 1/26/17, $30.00.In the case of the allergy serum and injections there is physician involvement in the establishment of the diagnosis and development of the serum, but as [redacted] has described administration of the injection does not require the expertise of a physician; hence billing for technical component only to reflect the nursing staff time.Based on the history of this account and as a gesture of goodwill the balances remaining on the allergy injections have been adjusted noted in [redacted]'s later have been adjusted. The affected datesare;4/27/17, 5/4/17, 5/18/17, 5/11/17, 5/15/17 and 5/18/17.Thank you for bringing those concerns to our attention. Please advise if any additional information is needed.Thank youRespectfully,Linda S.Team Manager Customer Service and Cash Posting
[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 Mrs. [redacted]
I believe we probably will not get any further with our
complaint. Until the doctor's office
will discontinue billing our insurance with "hospital fees" for every
time my wife walks in the door, we will...
be continued to be "extorted"
in this legal but yet improper practice.
We would like this to stop. If my wife wanted to pay for "hospital
fees" she would drive to Hershey to the actual hospital, NOT Camp Hill to
a doctor's office. So obviously if the
facility is going to bill that way, the insurance company is not going to
review it as an office visit but a hospital visit.
I appreciate all that you've done. If there is anything more you can do to
address this borderline fraudulent practice, we can be in touch, but again, I don't
think we will get much further.
Everything with them is a "hospital fee" unfortunately.
And the bill was paid but I believe the office might have
responded prior to processing.
Sincerely,
[redacted]
------ Forwarded message ----------From: Revdex.com of Metro Washington DC<[email protected]>Date: Tue, Jun 23, 2015 at 9:11 AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted]...
<c[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: [redacted] <[redacted].net>Date: Mon, Jun 22, 2015 at 1:52 PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [email protected] Whom It May Concern, ...⇄ This complaint has been resolved to my satisfaction. Please close. ...⇄ [redacted]
July 27, 2017Dear [redacted],I offer my sincere apology for the delay to the additional concerns/questions presented by [redacted].Balances on the allergy injections have been adjusted as noted in [redacted]'s original letter. The affected dates are; 4/27/17, 5/4/17, 5/8/17, 5/11/17, 5/15/17 and 5/18/17. She is still being billed for the balance on the visit of 4/26/17, which was not a charge for an allergy injection. A copy of that visit is also enclosed.By adjusting the balances believe We were acknowledging that we agreed with [redacted]'s concern. I apologize that following the process outlined on the Immunotherapy Start Consent form, contacting the insurance carrier in advance, [redacted] did not get the result she was anticipating.I have spoken to representatives in the department that initiated the form and we are not certain what information could have/should have been contained on the form that would have improved the outcome, because every insurance carrier, every insurance plan processes claims differently. Even within our own organization clinics outside of the 35 mile radius are billing as physician practices, not as hospital-based, so if these allergy injections would have been given at the State College location these same claims would have processed differently and paid with no out of pocket according to [redacted].We will continue to assess the form for possible revisions and appreciate that this issue has been brought to our attention.A copy of the flyer referenced in the first letter is enclosed. [redacted] is correct, I believe it was overlooked in the first letter,Thank you. Please advise if any additional information is needed.Respectfully,Linda S. Team Manager Customer Service and Cash Posting
December 19, 2017Dear [redacted],This is in response to the customer complaint received in our Patient Financial Services Department on December 11, 2017 , concerning the above referenced patient, in...
relation to services provided in the Penn State Health, Milton S. Hershey Medical Center. Patient Relations, in collaboration with the clinic, has reviewed the patients concerns listed below. We are offering the following responses to the Desired Outcome/Settlement of this concern:1. Patient requests the original forms be updated with the correct dates and explanations signed by her doctor and resubmitted to [redacted]:Action: Forms have been amended, signed by her doctor and resubmitted to [redacted].2. Patient requests a copy of her medical records be sent to her: Action: Per Medical Records staff, medical records requested have been mailed to the patient.3. Patient asks for corrective action to be taken against the employee who mishandled her disability claim:Action: Any action to be taken in reference to a Penn State Health employee will be addressed internally as deemed appropriate.Thank you for allowing us the opportunity to review and respond to these concerns. As an institution, it is our goal to ensure every patient receives high-quality compassionate care and exceptional service. We appreciate receiving feedback, as it allows us to review our processes and service to our patient community.If I am able to address any additional concerns, please contact me at ###-###-####.Sincerely, Lori YPatient Relations Representative
To provide a written response to the [redacted] complaint