Providence Health & Services

In consideration of HIPPA requirements related to the nature of the requested investigation; the
patient's concerns are being addressed through our grievance process.  A response will be mailed via post to Ms.
[redacted] on or before March 1, 2017.

Complaint: [redacted]
I am...

rejecting this response because:I was quite clear in my complaint.  I will explain it again.  This company was aware of the scheduled surgery 2 months prior.  They waiting until 1 week prior to contact me to tell me that I needed to pay them $600.00 prior to surgery or I could not have surgery.  They ADMITTED they knew the surgery was scheduled 2 months prior and they also admitted it is THEIR POLICY to WAIT until 1 week prior to surgery to ask for additional funds.  At no time in the 7 weeks prior to that had they ever contacted me by email, phone, fax or mail to advise of any payment that was due.  They also knew that I had just previously paid the Eye Surgeon $2,000.00 as per my deductible. The Eye Clinic and Surgeon was appalled at their decisions to work this way. Since they've admitted their policies and admitted they knew 2 months prior and admitted they had never tired to contact me, and this was not an ELECTIVE surgery, I would appreciate them explaining their reasoning on the Revdex.com complaint as in any other realm of business albeit, Business to Business or consumer, this could be construed as extortion.  
Sincerely,
[redacted]

Dear Revdex.com,
 
Thank you for the notification of this patient concern. We have reviewed their Providence Health and Services account for the July 2015 date of service in question.  While a review of the documentation for that appointment reflects correct coding for the date of service,...

we can certainly understand our patient’s concern about the balance due based on a previous visit and the scheduling of this clinic visit. As a courtesy, we have placed an adjustment of $231.00 on their account.  The date of service is now at a $0.00 balance.
We spoke with our patient by phone on June 14, 2016 to notify them of the adjustment. We have also placed a $0 balance statement for the date of service in the mail to our patient for their records.
We apologize to our patient for any frustration in their resolution of this concern.
 
Please let me know if you need anything further.

Thank you for forwarding Ms. [redacted] concern to my attention. I have confirmed that she was indeed eligible for [redacted] as a secondary to her [redacted] HMO in July/August 2014. The two accounts in question have been cancelled from [redacted] and any negative impact to her credit...

will be removed. Given her [redacted] status Ms. [redacted] will not be responsible for any balance after insurance.  I apologize for any inconvenience Ms. [redacted] may have experienced regarding this issue. Per the request noted in her complaint, I contacted Ms. [redacted] daughter, [redacted], and let her know what actions have been taken. Please let me know if any further clarification is needed. Iris M[redacted]ManagerCustomer Service/Patient Financial AdvocatesSwedish Health Services Hospital Billing[redacted] phone[redacted] efax[redacted]swedish.org

Dear Sirs, Thank you for your notification of this patient concern.  We have reviewed the account of the patient and found he was quoted an incorrect amount. We are sorry for this error and we will honor the quoted amount given at the time of service. An adjustment has been placed on his...

account to now reflect the quoted amount.We apologize for any inconvenience to our patient in their resolution of this matter. Please let me know if you need anything further Joe D[redacted]Customer Support ManagerProvidence Health and Services

Thank you for sending this complaint for review. On July 22,2015 we spoke to the patient by phone. Our patient requested that communication be in writing and also requested an itemized statement of charges for this date of service. On July 23,2015 we placed a letter in the mail (see attached)...

to our patient explaining billing for this account. An itemized statement was included.The letter included a direct contact name and phone number if our patient should have any additional questions.To date we have not heard back from our patient. However we are happy to assist if they should call back.Sincerely,Joe D[redacted]Providence Heath and Services
Per your request, we have enclosed a Providence Health and Services itemized
Explanation of Charges.  These charges are for lab tests as requested by Dr
F[redacted], and are in addition to your office visit with your physician.
 
The labs were processed at Providence Portland Medical Center and the results
were then sent back to Dr F[redacted]. These charges are for lab services provided by
Providence and are not an overpayment from any insurance.
 
Your lab charges are billed separately from your physician charges. They would
not have been included in any billing statement Dr F[redacted] would have sent to you.
Dr F[redacted] is a separate medical provider and Providence would have no record of
his billing to you.
 
In February 2015, the lab charges were billed to your Insurance provider,
[redacted]. Based on your benefits, a contractual adjustment of $341.06 was
applied and [redacted] applied the remainder, $82.94 to your deductable.
[redacted] would be able to assist you if you have further questions about your
benefits.
 
If you have additional questions about the balance from Providence Health and
Services, please feel free to contact our Liaison, Angelia at [redacted]
 
Sincerely,
Joe D[redacted]
Customer Support Manager
Providence Health and Services

Revdex.com:
After an incredible effort and dozens of avenues of communication with this company. 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]

Hello   I had filed a complaint regarding Providence Anesthesia Services and the complaint number is #[redacted].  I would like to withdraw the complaint since providence has resolved the issue. Thanks!   [redacted]

Sirs, Thank you for forwarding this concern to our Customer Support Department. Upon review of our patient's account and their feedback contained in the complaint, Providence has made the decision to adjust the entire disputed amount to a $0.00 amount. As of 8/14/2015, the date of service in question reflects a $0 balance.On 8/14/2015, I called the number listed for our patient to inform them of this resolution, however, I had to leave a message on their voicemail asking they return my call. Unfortunately I have not heard back.I will place an itemized billing statement in the mail to our patient for their records.Our patient is free to contact me directly if they should have any additional questions.Thank you for giving us the opportunity to resolve this complaint. I apologize for any inconvenience in resolving this concern.Sincerely,Joe D[redacted]Customer Support ManagerProvidence Health and Services[redacted]

Complaint: [redacted]I am rejecting this response because: I was told I could be provided a service by the hospital staff that I actually couldn't receive. If they had given me correct information in the first place, I never would have done the triage or incurred any service fees. This is entirely their mistake, and I shouldn't have to pay for it.Sincerely,[redacted]

Dear [redacted],Thank you for your notification on this concern. Unfortunately, I am not in receipt of your August 14, 2017 communication and I am sorry for any delay.We have reviewed our patient’s Providence Health and Services account for the date in question. While the information we gave to our...

patient was correct, we can certainly understand any confusion on the posting of their payment. As a resolution, we have adjusted this date of service to a $0.00 balance and have notified the collection agency to cease any collection activity. The Agency will also notify any credit reporting bureaus to please remove this information from their records.We have notified our patient via email of this resolution and have included our contact information if they should have any questions.We believe this resolves our patient’s concern. We apologize for any inconvenience in their resolution of this matter.Please let me know if you need anything additional Sincerely, Joe D[redacted]Customer Support ManagerProvidence Health and Services503 215 5405

Complaint: [redacted]
I am rejecting this response because: My bill shows from Providence " CONTROL OF NOSEBLEED COMPLEX" for the amount of $2,356.00. My bill also shows HC CONTROL OF NOSEBLEED" for the amount of 646.50. That is a total of $3003.00. Since the doctors at Providence were unable to stop or control the bleeding, which they have now admitted too "in writing" I had to be sent elsewhere to get the proper treatment and get the bleeding under control and stopped, I am being charged DOUBLE for Emergency Rooms, doctors and treatments for the same illness on the same day. Providence Medical Center is providing a service to patients. If the facility "Providence Medical Center" or doctor "Dr. [redacted]" are unable to provide the necessary services required then why is the patient responsible for the charges for services that had little or no effect?I noted that the person responding to my complaint stated "she asked me what they could do to resolve this issue" and that is an outright lie. I was not asked, because if she had asked me during our phone conversation, I would have told her that I expect Providence Medical Center to release me of my responsibility for the bill which is a total of $3,612.63 due to the lack of experience in Dr. [redacted] and the Providence Medical Center. [redacted] doctors were able to get the bleeding under control and provided excellent services.Regards,[redacted] 
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]

Dear Sirs,Thank you for the notification. The concern of our patient is currently under clinical review by the facility Quality Management department. Once the review is completed our patient will be notified by that department of the results of their review. We thank you for your patience...

while the review is completed.Sincerely,Joe D[redacted]Customer Support ManagerProvidence Health and Services

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.
please send me the zero balance letter to my house address on this complaint thank you.Sincerely, [redacted]

Dear Sirs,
Thank you for your communication of this concern. Our patient had requested a review of the Level of Care assigned and the subsequent charges resulting from a visit to our Hospital Emergency Room in May 2016. Our clinicians have reviewed the Emergency Room visit. Based on their review, the level of care originally assigned (4) has been adjusted to a Level of Care 1. Our patient will receive an updated billing statement reflecting the revised level of care. In addition, as previously communicated to our patient, as a courtesy , we have adjusted to a $0 balance charges for Providence supplied radiology services that were a part of our patient’s May 2016 Hospital Emergency Room visit.
If our patient has any questions about the Level of Care review, we respectfully ask that she contact our Providence Little Company of Mary (San Pedro) Hospital at 310-514-5258.
We also ask that our patient please disregard their 1/8/2017 Providence billing statement, as an updated statement will be generated and mailed to our patient.
Providence sincerely apologizes to our patient for any inconvenience in their resolution of their concern. Please let me know if you need anything additional. Sincerely Joe D[redacted] Providence Health and Services

Dear Sirs,Thank you for your communication on this patient concern. We have reviewed our patient's account and spoke with them on February 15, 2017. Our patient has an insurance carrier that while in-network, pays a set amount per service and unfortunately we would not know those amounts prior...

to any services rendered. Our represenative did reach out to our patient's insurance carrier on their coverage and was able to review this information with our patient. We were also able to provide information on obtaining price quotes for future services from Providence Hospitals and Clinics. As a resolution, we did place an adjustment of $272.81 on our patient's account for the date of service in question, bringing that balance to $0.00. Our representative also assisted in setting up a payment plan for our patient's other dates of service.We believe our patient's concern is resolved. We do apologize for any inconvenience in their resolution of this matter.Please let me know if you need anything further. Sincerely, Joe D[redacted]Customer Support Manager Providence Health and Services.

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.  They indicated that they sent seven bills to me but neglect to say they sent them prior to the insurance processing the claim and never sent me a bill once they had received the EOBs.  I find this is offensive and I was originally going to see if they complaint could be withdrawn once this was removed from my credit report since they finally pulled this back from the collection agency so I could pay it; however, trying to indicate that I ignored the bills was not appropriate so I don't think this should be removed from their record.  
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:
I...

recently received a letter from Providence, which stated that the company decided to upheld the decision to deny the reinstatement of the policy. The fact still stands that Providence accepted my payment of $420 on May 4, 2016. Providence did not inform me that my policy was cancelled, and finally is still holding the $420 payment. From my perspective Providence accepted payment but did not provide services.
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. Please confirm and assure that the credit of $414 will be applied back to my Visa Credit Card. 
Sincerely,
[redacted]