Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is being worked however if it is not handled and the account not charged, this will not be settled. Thank you.
Regards,
[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.
Regards,
[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.
[redacted] contacted me on 12/9/14 and stated the corrected claims were being FedEx'd to insurance. She also assured me she is looking into the issue around Seton employees not returning phone calls.
Regards,
[redacted]
needed to create a credit on your account. I was just emailed stating that the credit was approved and is on the account. I emailed the individual who is responsible for the refund and asked that this refund get escalated. There are now 8 managers on this refund and as I type this I was just advised that the refund was approved by one of them. The Ascension group processes the actual check and from what I am told they mail them every week on Fridays, mail has already came so I have been told that this refund should be put in the mail this next Friday the 27th. You are free to call Seton Customer Service at [redacted] and ask for [redacted] and we will be happy to speak with you.
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 Mr. [redacted], In review of your concerns regarding your visit to Seton Southwest on January 1, 2014, please note that your account has not been credit reported at this time. The total outstanding amount due by you is $1,293.03 reflecting a 21% discount with no payments reflected on...
account. Please note that on December 19, 2014, our office received your request via telephone regarding an itemized statement to be mailed to the address on file. In regards to your son’s visit to Seton Southwest on March 04, 2014, our review indicates that we have updated our records to reflect the correct guarantor’s information, please note that this account has also not been credit reported. Please contact us at your earliest convenience to discuss a viable payment plan in order to satisfy your account balance.Thank you for the opportunity to respond to your concerns regarding the following referenced account – Case #[redacted]Revenue Cycle Supervisor - Customer Service Patient Financial ServicesSeton Family of Hospitals Administrative Offices
Mr. [redacted], I'm sorry to hear you are having trouble getting an answer to your inquiry. I will take a look at your account and reach out to the appropriate person to get a resolution.Please allow me a day or so to research the issue and take action. My contact information is...
after a deep review of the account and several calls to the insurance provider we discovered there was a payment received from Aetna on 07/01/16 and a debit balance of $1007.60 was left under the insurance responsibility as the claim was split we ran across an electronic error that left the account...
in "limbo" for several months. Because the balance was less than a cretin dollar amount it was never added to a work list for manual intervention. On 1/12/17 we received a call from the guarantor where she tried to pay the balance. At that time the payment was declined and the guarantor stated that she would reach out to her HSA and find out why the card was declined and return the call. We then sent an itemized statement to the guarantor as there was no statement available at the time, the itemized statement would have shown that there was a residual balance of 1007.60. On this call we did advise that we could take the payment, but due to the card declining the payment we could not resolve the balance. What caused the account to "sit on the shelf" was several electronic process errors that stemmed from the split claim. This has since been resolved. After review with Patient Access managers I have been authorized to offer a settlement of 35% off (352.66) or a one time payment of 654.94 to close the account.
Dear Mr. [redacted], Upon receipt of your Revdex.com complaint [redacted] we ask that you please
contact our office as we are needing additional information, so that we are
able to identify your patient account. Our sincere apologies for any inconvenience that we may have caused...
and
certainly appreciate any feedback regarding your visit. You may contact our Customer Service Department @ [redacted]
Respectfully , [redacted] Revenue Cycle Supervisor - Customer Service Patient Financial Services Seton Family of Hospitals
Complaint: [redacted]
thank you for your response. I am available via telephone to discuss this matter in detail. The hospital has changed some data in the computer and you may or may not be able to understand the full extent of my complaint without more details from me.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:when the itemized statement was sent to me, there did NOT reflect an outstanding balance of $1007.62. It actually showed there was a balance of -$262.00. The issue with my HSA card was resolved and I had until March 31, 2017 to use the remaining money in my HSA account, which was $1004. At that time, the only document I had been sent reflected an amount of $262 which would have been owed to me, based on their accounting. I did not receive an actual bill in the amount of $1007.60 until the middle of April (dated April 12). I have a copy of the statement they sent to me in January.
Regards,
[redacted]
Called the patient mother by calling the phone number provided. I advised the mother that these types of complaints need to be addressed by the Patient Relations department and provided the contact information for how to file a clinical complaint via the Patient Relations department....
I also sent the mothers account and contact information to the patient relations department for a follow up. At this time the billing department cannot become involved if the mother has a complaint about the professionalism of the staff. I will defer to the patient relations department to process the complaint further.
Dear Mr. Nguyen, Upon receipt of your Revdex.com complaint #[redacted] and careful review of your account, that initially insurance was not provided at the time of service on 12/27/2014, however, was then later provided to us on 01/19/2015, then promptly forwarded to your insurance for processing.On...
02/11/2015, your insurance processed the claim communicating that the patient responsibility was as follows; Total Charges due in the amount of $436.54, which includes your copay of $75.00 and coinsurance of $361.54 based on your benefit plan/coverage selected. As per the physician bill, I would like to apologize as we are unable to discuss as billing is not processed through our office. However, you may contact the [redacted] directly at 800 [redacted], regarding any questions or concerns you may have. Please note - that the Seton Healthcare Family received correspondence dated March 9, 2015, regarding your billing concern and have also responded to your concerns on March 11, 2015.You may contact us to discuss a viable payment plan and or other services that Seton provides to its patients at (512) [redacted]. Thank you for the opportunity to respond to your concerns regarding the following referenced account – Case #[redacted]Respectfully, [redacted]Revenue Cycle Supervisor - Customer Service Patient Financial ServicesSeton Family of Hospitals Administrative Offices
Mr. [redacted], Thank you for allowing us the opportunity to address your concerns about your experience during your visits to Seton. After research into your complaint I have verified that you were seen by a Seton provider in May 2016 for multiple medical concerns and ultimately had an...
internal device implanted to monitor any cardiac events. Unfortunately, I have confirmed that the monitor was not activated upon your discharge from the hospital, as you have stated. Upon discovery of the issue and notification to [redacted], she assisted in facilitating your visit to one of the Seton Electrophysiology providers for consultation at no charge to you. She then worked with the hospital to waive copays for the procedure to remove the internal device and wrote-off the outstanding balances and refunded your copay for your clinic visits. Since your complaint to the Revdex.com has been received, Ms. [redacted] has worked with the facility to also refund your copay for the initial procedure and waive your outstanding ER balances as well, though they were determined not to be related to the initial cardiac events. The refund is scheduled to mail out Friday, October 28, 2016. Seton Heart Institute and Seton Patient Financial Services has worked diligently to ensure this issue has been resolved to your satisfaction. We apologize that you had a negative experience with our providers. We pride ourselves on providing a positive interaction and have appreciated the opportunity to address your complaint. Thank you, [redacted] Customer Service Supervisor Patient Financial Services Seton Family of Hospitals
Complaint: [redacted]
I am rejecting this response because:The hospital and I are still in conversation. I called back with information Ms. [redacted] requested, and probably because it was relatively late on Friday afternoon, she has not yet had a chance to call me back.
Regards,
[redacted]
Dear Mr. [redacted],Thank you for the opportunity to respond to your concerns regarding the following referenced account - Case # [redacted] - [redacted]. Upon receipt of your Revdex.com complaint, Below I provided to you direct contacts for the Emergency Medical Group representatives in management...
that you may contact at your convenience as Seton Family of Hospitals does not conduct billing for the physicians. You may contact [redacted] and or [redacted] at 800 [redacted], as they will be happy to address any concerns that you may have regarding your billing concerns. In regards to our conversation held on January 28, 2015, I would once again like to confirm that for the dates of service in question at Dell Children’s Hospital that you have a zero balances. Respectfully , [redacted]Revenue Cycle Supervisor - Customer Service Patient Financial ServicesSeton Family of Hospitals Administrative Offices
Thank you for the opportunity to respond to your concerns regarding the following referenced account - Case # [redacted] - [redacted]. In review, I have been informed by our Manager [redacted] @ Seton Shoal Creek – that she has been in contact with you directly to address...
your concerns regarding this matter. Should you have further questions, please feel free to contact Manager, Ms. [redacted] @ 512 [redacted]. Respectfully, [redacted]Revenue Cycle Supervisor - Customer Service Patient Financial ServicesSeton Family of Hospitals Administrative Offices
Mr. and Ms. [redacted], Thank you for giving me the opportunity to respond to this complaint, Revdex.com ID [redacted]. I have reviewed the account for your visit to Seton Southwest on 03/08/2016. An internal audit performed concluded that the ER charges on your account were appropriate per ACEP tool...
guidelines. www.acep.org/content.aspx?id=30428 These guidelines are the industry standard for determining an ER visit level. I understand this information was also provided in our written response dated 10/18/2016. We understand the “sticker shock” of ER care but because the discharge instructions included the advice to take an oral OTC medication this warranted an ER Level 2. You may contact Customer Service at 512-324-1125, if you would like to make payment on your account or set up a payment plan. Thank you, [redacted] Revenue Cycle Manager - Customer Service Patient Financial Services
Dear Mr. [redacted],
Thank you for the opportunity to respond to your concerns regarding the following referenced account – [redacted] – Revdex.com #[redacted]. Our records indicate that your insurance was billed timely and correctly for the services rendered and your insurance processed our claim...
based on your benefit plan coverage. In this case, your coverage is solely based on your individual benefit plan and I would respectfully encourage you to contact your insurance directly if you feel that they have assessed an incorrect amount reflected as patient responsibility. In summary, our records indicate that you have an outstanding balance of $1,174.86. Based on your benefit plan which indicates that you had a remainder of $100.00 as part of your deductible along with co-insurance in the amount of $1,174.86. Please note that this information was communicated via your health plan to Seton. Please except our sincere apologies for any extended waiting time during your visit in our ER as it is our goal to provide the best care possible.
Please contact us at your earliest convenience to discuss a viable payment plan in order to satisfy your account balance.
[redacted]Revenue Cycle Supervisor - Customer Service Patient Financial ServicesSeton Family of Hospitals Administrative Offices
Complaint: [redacted]
I am rejecting this response because: I cannot decipher what it actually means.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is being worked however if it is not handled and the account not charged, this will not be settled. Thank you.
Regards,
[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.
Regards,
[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.
[redacted] contacted me on 12/9/14 and stated the corrected claims were being FedEx'd to insurance. She also assured me she is looking into the issue around Seton employees not returning phone calls.
Regards,
[redacted]
I apologize for my lingo; prior to a refund we...
needed to create a credit on your account. I was just emailed stating that the credit was approved and is on the account. I emailed the individual who is responsible for the refund and asked that this refund get escalated. There are now 8 managers on this refund and as I type this I was just advised that the refund was approved by one of them. The Ascension group processes the actual check and from what I am told they mail them every week on Fridays, mail has already came so I have been told that this refund should be put in the mail this next Friday the 27th. You are free to call Seton Customer Service at [redacted] and ask for [redacted] and we will be happy to speak with you.
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 Mr. [redacted], In review of your concerns regarding your visit to Seton Southwest on January 1, 2014, please note that your account has not been credit reported at this time. The total outstanding amount due by you is $1,293.03 reflecting a 21% discount with no payments reflected on...
account. Please note that on December 19, 2014, our office received your request via telephone regarding an itemized statement to be mailed to the address on file. In regards to your son’s visit to Seton Southwest on March 04, 2014, our review indicates that we have updated our records to reflect the correct guarantor’s information, please note that this account has also not been credit reported. Please contact us at your earliest convenience to discuss a viable payment plan in order to satisfy your account balance.Thank you for the opportunity to respond to your concerns regarding the following referenced account – Case #[redacted]Revenue Cycle Supervisor - Customer Service Patient Financial ServicesSeton Family of Hospitals Administrative Offices
Mr. [redacted], I'm sorry to hear you are having trouble getting an answer to your inquiry. I will take a look at your account and reach out to the appropriate person to get a resolution.Please allow me a day or so to research the issue and take action. My contact information is...
below.Thank you, [redacted]Manager, Revenue Cycle[redacted] phone
after a deep review of the account and several calls to the insurance provider we discovered there was a payment received from Aetna on 07/01/16 and a debit balance of $1007.60 was left under the insurance responsibility as the claim was split we ran across an electronic error that left the account...
in "limbo" for several months. Because the balance was less than a cretin dollar amount it was never added to a work list for manual intervention. On 1/12/17 we received a call from the guarantor where she tried to pay the balance. At that time the payment was declined and the guarantor stated that she would reach out to her HSA and find out why the card was declined and return the call. We then sent an itemized statement to the guarantor as there was no statement available at the time, the itemized statement would have shown that there was a residual balance of 1007.60. On this call we did advise that we could take the payment, but due to the card declining the payment we could not resolve the balance. What caused the account to "sit on the shelf" was several electronic process errors that stemmed from the split claim. This has since been resolved. After review with Patient Access managers I have been authorized to offer a settlement of 35% off (352.66) or a one time payment of 654.94 to close the account.
Dear Mr. [redacted], Upon receipt of your Revdex.com complaint [redacted] we ask that you please
contact our office as we are needing additional information, so that we are
able to identify your patient account. Our sincere apologies for any inconvenience that we may have caused...
and
certainly appreciate any feedback regarding your visit. You may contact our Customer Service Department @ [redacted]
Respectfully , [redacted] Revenue Cycle Supervisor - Customer Service Patient Financial Services Seton Family of Hospitals
Complaint: [redacted]
thank you for your response. I am available via telephone to discuss this matter in detail. The hospital has changed some data in the computer and you may or may not be able to understand the full extent of my complaint without more details from me.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:when the itemized statement was sent to me, there did NOT reflect an outstanding balance of $1007.62. It actually showed there was a balance of -$262.00. The issue with my HSA card was resolved and I had until March 31, 2017 to use the remaining money in my HSA account, which was $1004. At that time, the only document I had been sent reflected an amount of $262 which would have been owed to me, based on their accounting. I did not receive an actual bill in the amount of $1007.60 until the middle of April (dated April 12). I have a copy of the statement they sent to me in January.
Regards,
[redacted]
Called the patient mother by calling the phone number provided. I advised the mother that these types of complaints need to be addressed by the Patient Relations department and provided the contact information for how to file a clinical complaint via the Patient Relations department....
I also sent the mothers account and contact information to the patient relations department for a follow up. At this time the billing department cannot become involved if the mother has a complaint about the professionalism of the staff. I will defer to the patient relations department to process the complaint further.
Dear Mr. Nguyen, Upon receipt of your Revdex.com complaint #[redacted] and careful review of your account, that initially insurance was not provided at the time of service on 12/27/2014, however, was then later provided to us on 01/19/2015, then promptly forwarded to your insurance for processing.On...
02/11/2015, your insurance processed the claim communicating that the patient responsibility was as follows; Total Charges due in the amount of $436.54, which includes your copay of $75.00 and coinsurance of $361.54 based on your benefit plan/coverage selected. As per the physician bill, I would like to apologize as we are unable to discuss as billing is not processed through our office. However, you may contact the [redacted] directly at 800 [redacted], regarding any questions or concerns you may have. Please note - that the Seton Healthcare Family received correspondence dated March 9, 2015, regarding your billing concern and have also responded to your concerns on March 11, 2015.You may contact us to discuss a viable payment plan and or other services that Seton provides to its patients at (512) [redacted]. Thank you for the opportunity to respond to your concerns regarding the following referenced account – Case #[redacted]Respectfully, [redacted]Revenue Cycle Supervisor - Customer Service Patient Financial ServicesSeton Family of Hospitals Administrative Offices
Mr. [redacted], Thank you for allowing us the opportunity to address your concerns about your experience during your visits to Seton. After research into your complaint I have verified that you were seen by a Seton provider in May 2016 for multiple medical concerns and ultimately had an...
internal device implanted to monitor any cardiac events. Unfortunately, I have confirmed that the monitor was not activated upon your discharge from the hospital, as you have stated. Upon discovery of the issue and notification to [redacted], she assisted in facilitating your visit to one of the Seton Electrophysiology providers for consultation at no charge to you. She then worked with the hospital to waive copays for the procedure to remove the internal device and wrote-off the outstanding balances and refunded your copay for your clinic visits. Since your complaint to the Revdex.com has been received, Ms. [redacted] has worked with the facility to also refund your copay for the initial procedure and waive your outstanding ER balances as well, though they were determined not to be related to the initial cardiac events. The refund is scheduled to mail out Friday, October 28, 2016. Seton Heart Institute and Seton Patient Financial Services has worked diligently to ensure this issue has been resolved to your satisfaction. We apologize that you had a negative experience with our providers. We pride ourselves on providing a positive interaction and have appreciated the opportunity to address your complaint. Thank you, [redacted] Customer Service Supervisor Patient Financial Services Seton Family of Hospitals
Complaint: [redacted]
I am rejecting this response because:The hospital and I are still in conversation. I called back with information Ms. [redacted] requested, and probably because it was relatively late on Friday afternoon, she has not yet had a chance to call me back.
Regards,
[redacted]
Dear Mr. [redacted],Thank you for the opportunity to respond to your concerns regarding the following referenced account - Case # [redacted] - [redacted]. Upon receipt of your Revdex.com complaint, Below I provided to you direct contacts for the Emergency Medical Group representatives in management...
that you may contact at your convenience as Seton Family of Hospitals does not conduct billing for the physicians. You may contact [redacted] and or [redacted] at 800 [redacted], as they will be happy to address any concerns that you may have regarding your billing concerns. In regards to our conversation held on January 28, 2015, I would once again like to confirm that for the dates of service in question at Dell Children’s Hospital that you have a zero balances. Respectfully , [redacted]Revenue Cycle Supervisor - Customer Service Patient Financial ServicesSeton Family of Hospitals Administrative Offices
Thank you for the opportunity to respond to your concerns regarding the following referenced account - Case # [redacted] - [redacted]. In review, I have been informed by our Manager [redacted] @ Seton Shoal Creek – that she has been in contact with you directly to address...
your concerns regarding this matter. Should you have further questions, please feel free to contact Manager, Ms. [redacted] @ 512 [redacted]. Respectfully, [redacted]Revenue Cycle Supervisor - Customer Service Patient Financial ServicesSeton Family of Hospitals Administrative Offices
Mr. and Ms. [redacted], Thank you for giving me the opportunity to respond to this complaint, Revdex.com ID [redacted]. I have reviewed the account for your visit to Seton Southwest on 03/08/2016. An internal audit performed concluded that the ER charges on your account were appropriate per ACEP tool...
guidelines. www.acep.org/content.aspx?id=30428 These guidelines are the industry standard for determining an ER visit level. I understand this information was also provided in our written response dated 10/18/2016. We understand the “sticker shock” of ER care but because the discharge instructions included the advice to take an oral OTC medication this warranted an ER Level 2. You may contact Customer Service at 512-324-1125, if you would like to make payment on your account or set up a payment plan. Thank you, [redacted] Revenue Cycle Manager - Customer Service Patient Financial Services
Dear Mr. [redacted],
Thank you for the opportunity to respond to your concerns regarding the following referenced account – [redacted] – Revdex.com #[redacted]. Our records indicate that your insurance was billed timely and correctly for the services rendered and your insurance processed our claim...
based on your benefit plan coverage. In this case, your coverage is solely based on your individual benefit plan and I would respectfully encourage you to contact your insurance directly if you feel that they have assessed an incorrect amount reflected as patient responsibility. In summary, our records indicate that you have an outstanding balance of $1,174.86. Based on your benefit plan which indicates that you had a remainder of $100.00 as part of your deductible along with co-insurance in the amount of $1,174.86. Please note that this information was communicated via your health plan to Seton. Please except our sincere apologies for any extended waiting time during your visit in our ER as it is our goal to provide the best care possible.
Please contact us at your earliest convenience to discuss a viable payment plan in order to satisfy your account balance.
[redacted]Revenue Cycle Supervisor - Customer Service Patient Financial ServicesSeton Family of Hospitals Administrative Offices