Scripps Mercy Hospital Chula Vista

Review: I had a procedure done at this hospital 12/05/2012, upon arriving provided my information to the receptionist/nurse (they were in a hurry) so brought me inside and while prepping for procedure continued to take information. Everything went fine with the procedure, after I stopped by picked my insurance card they asked for back up asked if I was good to go and they said I was. Went about my life, 11 months later upon pulling a credit report I noticed I was in collections for ~$3600 which was strange to me as I had never received any notices or anything, so I hired a firm to to look into the matter for me and came to find that it was from Scripps Hospital for a procedure on 12/05/2012. I called my insurance company (on November 27th 2013) to find out they had never received any claim for the procedure but that they would cover it if they filed the claim within 1 year of the procedure (still time). I then called the collections agency to find out they had been trying to reach me at the wrong address and wrong phone number & had one number off my insurance identifier for me and had been trying to bill the wrong insurance, upon asking where they received this information they aid from the hospital. I informed them of the correct insurance information but they claimed they would not bill the insurance because too much time had passed although my insurance stated they are willing to cover it if they filed the claim before 12/05/2013, besides the point this complaint is about the hospital, I then called the hospital per recommendation of the collection agency after being bounced around from department to department I finally arrived to a their billing office, what a piece of work that office is. I spoke with a rep who was able to identify me in the system and I asked why they had sent me to collections without notifying me before they said they had and provided a number and address I had never heard or lived at in my life, regardless I informed them of the correct information to bill my insurance and repeated that it needed to be to them by 12/05/2013 and everybody wins they get paid ect, she said she would discuss with a supervisor and call me back (this was Monday December 2nd 2013). Two days later, no phone call so I call back and am told they would again discuss with the person I spoke with last time and a supervisor and they would call me, I heard back a bit later that day only to have them tell me that its past 180 days and the insurance would not cover the cost, they give me the number they are calling and its the wrong insurance office after I've clearly explained to them that that insurance office is the wrong office, I offered to connect the person at my insurance claims office with them just so they can get paid and everybody's happy but "they're very busy at the time". I ask to speak to a supervisor am denied, I then ask how they are even able to send me to collections if I never received a notice from them as they somehow had an address I've never heard or lived at in my life on file, so I ask to speak to a supervisor again as I just want this off my credit report, but they respond with once its been sent to collections a supervisor will not take the call. All I want to do is get them paid and get this off my credit report but because of a Hospital error taking down my insurance identifying number down wrong by 1 number (and I'm pretty sure they scanned the card), and somehow having the wrong address and phone number I end up in collections, and when I offer to correct the problem I keep running into walls, in the end the representative at the billing office just interrupted me "I'm transferring you to the collection ofiice" and just transferred me over. Today is 12/04/2013 (still one day before my insurance will cover it) and I've spent hours on the phone and have realized this is hopeless.Desired Settlement: I would love for you to just bill the correct insurance via the information I've provided to you on several occassions by tomorrow 12/05/2013 so you can get paid and take me off of collections (which you had no right to send me to to begin with). My phone number is ###-###-#### for the hospital to have if they'd like to resolve this and for future references as it seems they cant take that or an address or an insurance number down correctly.

Business

Response:

I am in receipt of your recent correspondence regarding Mr. [redacted] and his concerns with his

bill for medical services provided on 12/5/12.

I have had the opportunity to review this matter and am pleased to report that the following has

occurred:

• Account has been pulled back from CBB, the collection agency

• Account has been billed to Mr. [redacted]'s insurance company, Humana Gold

• Appropriate coaching of all service providers involved in Mr. [redacted]'s encounter

I have also had the pleasure of speaking with Mr. [redacted] and advising him of the above

described steps. I have further advised Mr. [redacted] that should insurance fail to pay due to the

lapsed time since the date of service, we will be happy to waive the balance as a goodwill gesture.

Should you have any questions or require additional information, please feel free to call me at

telephone number ###-###-####.

Sincerely,

Director, Patient Relations