Hello, Ms***: I have reviewed the patient complaint belowThe patient is correct that we initially failed to get the updated insurance Payer information at the time of service Unfortunately the previously used Payer information was used by our Registration Team at the FacilityAfter the incorrect Provider was billed, and denied payment, the patient did call us in July, 2015, with the updated information Due the updated Payer having a timely filing deadline of days, we failed to get the billing information updated in order to bill in a timely manner Thus there was no payment on the accountThe updated Payer received their contractual discount, leaving the present unpaid balance amount of $ However due to the billing error on our part, we are offering to the patient our ‘uninsured discount’ amount of 85% This discount will leave the patient a balance of only, $Ms***: I did also call the patient today, and left a voice mail of apology, and also left information regarding my information above advising of the patient balance after the % courtesy discountThank you for sending this request We appreciate your help in getting these types of issues resolvedSincerely, [redacted] Administrative Support
Ms***:I have reviewed the complaint as listed below by Ms*** ***, She noted that she had spoken to our representative on 6/21/15. I do see a noted conversation with our approved Vendor, National Payment Account Services (NPAS), on 6/25/14. The notes seem to match
the complaint from Ms***. On this account there was a verbal arrangement made with patient to pay $per month beginning 8/28/14. There was one payment made of $on 6/26/14, then the last payment on this account was made in the amount of $on 6/29/15. Since the agreed amount was not paid, another phone conversation took place on 9/28/14, in which the patient agreed to pay $per month beginning on 9/28/14. At this time the patient was paying $per month, changing to $per month, on another open account that dated 12/25/2012. A new conversation regarding the account listed on this complaint was held on 1/18/15, in which the patient discussed wanting to ‘link’ the accounts together. The patient was advised at that time, due to the amount of patient outstanding balances, that the lowest amount that could be accepted if accounts were ‘linked’ would be $75.00, but the patient advised she could pay no more than $50.00. The Vendor, NPAS, was not able to accept this with their payment guidelines, so this ‘linking’ (combining accounts) was not able to be completed. Again on 3/6/this account was discussed and no solution could be reached between NPAS and patient. After this time NPAS sent to patient at least two letters (3/25/and 4/9/15) which should have explained to patient that this account was going into collections. Unfortunately, since this account was never successfully resolved, it was placed with our approved Collections Vendor, RCPS-Medicredit, on 5/9/15.In review of all of the patient’s open accounts and their loyal payment history on one account, and also in light of the fact of the patient’s statements that they ‘never were told of the account going to collections, and due to patient statement regarding financial ‘limitations’ we are taking the following actions:I have removed the account above from Medicredit and placed it back with NPAS per patient request.I will send the patient a Financial Assistance Application to the address on file (matches information in patient complain regarding address)I will work with patient to ‘link’ all of the open accounts in order to allow patient to make one monthly paymentI have attempted to call the patient twice, but have not yet made contact. I also left my phone number.We are eager to reach a mutually agreeable solution with the patient.Sincerely,*** ***Administrative Support
Revdex.com Complaint #***
To Whom It May Concern:The above complaint has been fully reviewed We are thankful to you and the patient for your patience as we researched the details on this account.The patient arrival and discharge time were located However the patient was not properly
registered by the facility staff, so no contact or billing information was obtained from the patient at time of service.This error created a scenario where there were charges on the account, but we could not bill any insurance for the patient, nor could we have statements sent to patient.To rectify this issue, Methodist Stone Oak Hospital Management has directed that the account balance will be written off and brought to a $balance.Also the negative credit reporting by Medicredit will be reversed This action will be initiated by the Hospital immediately, and the credit bureaus should update and remove any negative reporting within business days maximum.Please express our sincere apologies for this oversight on our part Please be assured that we will use this event for training purposes.Sincerely, *** ***Administrative Support Team Lead Revdex.com Complaint #***To Whom It May Concern---Addendum:Please know that we have contacted San Antonio Emergency Physicians at: ***-***-***, and advised them of our error, and have advised them of our full write-off on the Hospital account.That Group advised me that the patient account with that Group would be noted with my information and their account would be reviewed for possible actions.Sincerely, *** ***Administrative Support
Hello, Ms. [redacted]: I have reviewed the patient complaint below. The patient is correct that we initially failed to get the updated insurance Payer information at the time of service. Unfortunately the previously used Payer information was used by our Registration Team at the Facility. After the...
incorrect Provider was billed, and denied payment, the patient did call us in July, 2015, with the updated information. Due the updated Payer having a timely filing deadline of 95 days, we failed to get the billing information updated in order to bill in a timely manner. Thus there was no payment on the account. The updated Payer received their contractual discount, leaving the present unpaid balance amount of $1021.26. However due to the billing error on our part, we are offering to the patient our ‘uninsured discount’ amount of 85%. This discount will leave the patient a balance of only, $153.19. Ms. [redacted]: I did also call the patient today, and left a voice mail of apology, and also left information regarding my information above advising of the patient balance after the 85 % courtesy discount. Thank you for sending this request. We appreciate your help in getting these types of issues resolved. Sincerely, [redacted] Administrative Support
Hello, Ms***: I have reviewed the patient complaint belowThe patient is correct that we initially failed to get the updated insurance Payer information at the time of service Unfortunately the previously used Payer information was used by our Registration Team at the FacilityAfter the incorrect Provider was billed, and denied payment, the patient did call us in July, 2015, with the updated information Due the updated Payer having a timely filing deadline of days, we failed to get the billing information updated in order to bill in a timely manner Thus there was no payment on the accountThe updated Payer received their contractual discount, leaving the present unpaid balance amount of $ However due to the billing error on our part, we are offering to the patient our ‘uninsured discount’ amount of 85% This discount will leave the patient a balance of only, $Ms***: I did also call the patient today, and left a voice mail of apology, and also left information regarding my information above advising of the patient balance after the % courtesy discountThank you for sending this request We appreciate your help in getting these types of issues resolvedSincerely, [redacted] Administrative Support
Ms***:I have reviewed the complaint as listed below by Ms*** ***, She noted that she had spoken to our representative on 6/21/15. I do see a noted conversation with our approved Vendor, National Payment Account Services (NPAS), on 6/25/14. The notes seem to match
the complaint from Ms***. On this account there was a verbal arrangement made with patient to pay $per month beginning 8/28/14. There was one payment made of $on 6/26/14, then the last payment on this account was made in the amount of $on 6/29/15. Since the agreed amount was not paid, another phone conversation took place on 9/28/14, in which the patient agreed to pay $per month beginning on 9/28/14. At this time the patient was paying $per month, changing to $per month, on another open account that dated 12/25/2012. A new conversation regarding the account listed on this complaint was held on 1/18/15, in which the patient discussed wanting to ‘link’ the accounts together. The patient was advised at that time, due to the amount of patient outstanding balances, that the lowest amount that could be accepted if accounts were ‘linked’ would be $75.00, but the patient advised she could pay no more than $50.00. The Vendor, NPAS, was not able to accept this with their payment guidelines, so this ‘linking’ (combining accounts) was not able to be completed. Again on 3/6/this account was discussed and no solution could be reached between NPAS and patient. After this time NPAS sent to patient at least two letters (3/25/and 4/9/15) which should have explained to patient that this account was going into collections. Unfortunately, since this account was never successfully resolved, it was placed with our approved Collections Vendor, RCPS-Medicredit, on 5/9/15.In review of all of the patient’s open accounts and their loyal payment history on one account, and also in light of the fact of the patient’s statements that they ‘never were told of the account going to collections, and due to patient statement regarding financial ‘limitations’ we are taking the following actions:I have removed the account above from Medicredit and placed it back with NPAS per patient request.I will send the patient a Financial Assistance Application to the address on file (matches information in patient complain regarding address)I will work with patient to ‘link’ all of the open accounts in order to allow patient to make one monthly paymentI have attempted to call the patient twice, but have not yet made contact. I also left my phone number.We are eager to reach a mutually agreeable solution with the patient.Sincerely,*** ***Administrative Support
Revdex.com Complaint #***
To Whom It May Concern:The above complaint has been fully reviewed We are thankful to you and the patient for your patience as we researched the details on this account.The patient arrival and discharge time were located However the patient was not properly
registered by the facility staff, so no contact or billing information was obtained from the patient at time of service.This error created a scenario where there were charges on the account, but we could not bill any insurance for the patient, nor could we have statements sent to patient.To rectify this issue, Methodist Stone Oak Hospital Management has directed that the account balance will be written off and brought to a $balance.Also the negative credit reporting by Medicredit will be reversed This action will be initiated by the Hospital immediately, and the credit bureaus should update and remove any negative reporting within business days maximum.Please express our sincere apologies for this oversight on our part Please be assured that we will use this event for training purposes.Sincerely, *** ***Administrative Support Team Lead Revdex.com Complaint #***To Whom It May Concern---Addendum:Please know that we have contacted San Antonio Emergency Physicians at: ***-***-***, and advised them of our error, and have advised them of our full write-off on the Hospital account.That Group advised me that the patient account with that Group would be noted with my information and their account would be reviewed for possible actions.Sincerely, *** ***Administrative Support
Hello, Ms. [redacted]: I have reviewed the patient complaint below. The patient is correct that we initially failed to get the updated insurance Payer information at the time of service. Unfortunately the previously used Payer information was used by our Registration Team at the Facility. After the...
incorrect Provider was billed, and denied payment, the patient did call us in July, 2015, with the updated information. Due the updated Payer having a timely filing deadline of 95 days, we failed to get the billing information updated in order to bill in a timely manner. Thus there was no payment on the account. The updated Payer received their contractual discount, leaving the present unpaid balance amount of $1021.26. However due to the billing error on our part, we are offering to the patient our ‘uninsured discount’ amount of 85%. This discount will leave the patient a balance of only, $153.19. Ms. [redacted]: I did also call the patient today, and left a voice mail of apology, and also left information regarding my information above advising of the patient balance after the 85 % courtesy discount. Thank you for sending this request. We appreciate your help in getting these types of issues resolved. Sincerely, [redacted] Administrative Support