Sisters of Charity of Leavenworth Health System/Exempla Healthcare

Initial Business Response / [redacted] (1000, 6, 2015/09/21) */ 9/21/ Dear Mr [redacted] : Thank you for informing us of your wife's experience with our Patient Access Representative during her hospitalizationWe are committed to compassionate care and excellent servicesWe take complaints very seriously and see them as a chance to improve our services and our people We value your candid and honest feedback as it assists us in focusing our continuous improvement effortsThe concerns you expressed related to our payment collection process have been shared with the Director of Patient AccessShe sincerely apologizes for your wife's experience and is working with our billing office to make immediate changes in this process to positively impact the experience for all patients in the future We are always grateful for the opportunity to be of serviceShould you choose to utilize our services in the future, it is my sincere hope that you experience the excellent and compassionate service that we strive for with each patient in each interaction Sincerely, [redacted] Patient Experience Manager

HelloIn response to the patient complaint, this issue is in process The estimated time for resolution will be up to business days The patient account # [redacted] ,has a new claim generated and in process with CignaThe patient and the child is eligible with Cigna insuranceThe patient payment plan was deactivated instead of adjusted with a new amountThis has been corrected and a new statement will be sent to the patientThis account is no longer in collectionsIn an effort for good faith, a Best in the Nation discount has been offered and applied to the patient account in the amount of $ This adjustment has been applied to the account balance Thank you

Thank you for the information The charges on the patient's hospital account is now in review with the clinical care audit teamThe results of the audit review may take up to days Thank you

Hello, In review of the patient's account and response to the patient, all charges are correct and valid The patient account has been audited and all the charges are correct and in alignment of the services provided The audit also determined that the estimate provided to the patient was lower than what was charged This is due to the fact that the patient required additional services for her condition of a high risk pregnancy An adjustment for Best in the Nation of $was applied to the patient's account for patient satisfactionThe patient's remaining balance is $ Please note that audits require up to days to review and complete from the date of requestThank 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 Sincerely, [redacted] ***

Complaint: ***
I am rejecting this response because: There was no response given
Sincerely,
*** ***

There were several conversations had with *** *** with site and hospital billing personnelAttached are two communications sent to *** *** regarding the outcomes of her account reviews*** *** is disputing that she needed to be seen by physical and occupational therapy staff, however,
the procedures performed are a part of the standard of after care necessary for the procedure that *** *** had performed at our facilityI have attached all communications sent to *** ***

The cause of the issue is that a payment was posted to the spouse account *** (*** ***) and then transferred to *** *** *** accountThe payment amount of $was posted to the spouse account in error The account has been recalled from collections and
the $was adjusted off the account. The account balance is $This will not affect the customer’s credit rating Thank you *** ***

This issue has been resolved with the patient. Although, the resolution was not to the patient's satisfaction, SCLHS has done it's due diligence in reviewing *** ***'s complaints. Reviews were performed by hospital, Billing and our Charge Audit teams and determination has been made that the standard level of care was performed on *** *** and all charges are valid based on services renderedRegards, *** ***Hospital Billing Customer Service Supervisor***

Complaint: ***
I am rejecting this response because: At the time of bill settlement, this treatment and all others current to bill were specifically discussed/had already occurredSCL listed the additional charge a month after discharge as "Credit Adjustment." The explanation at this date does not fit in the timeline of prior payment, treatment and invoicing
Sincerely,
*** *** *** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

At this time, I have been contacted directly by Air China / Air China International Corp. regarding complaint ID [redacted], however my complaint has NOT been resolved because:
The company has refunded the air tickets, but they charged a $600 cancellation fee. I do not agree on the fee since...

my request to cancel the flight was due to their mistake. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello, In review of the patient's account and response to the patient,  all charges are correct and valid.  The patient account has been audited and all the charges are correct and in alignment of the services provided.  The audit also determined that the estimate provided to the patient was lower than what was charged.  This is due to the fact that the patient required additional services for her condition of a high risk pregnancy.  An adjustment for Best in the Nation of $250 was applied to the patient's account for patient satisfaction. The patient's remaining balance is $626.25.  Please note that audits require up to 30 days to review and complete from the date of request. Thank you

Hello. In response to the patient complaint, this issue is in process.  The estimated time for resolution will be up to 45 business days.   The patient account #[redacted],has a new claim generated and in process with Cigna. The patient and the child is eligible with Cigna...

insurance. The patient payment plan was deactivated instead of adjusted with a new amount. This has been corrected and a new statement will be sent to the patient. This account is no longer in collections. In an effort for good faith, a Best in the Nation discount has been offered and applied to the patient account in the amount of $250.  This adjustment has been applied to the account balance.  Thank you

Hello, This account was reviewed and resolved effective 11/2/16.  Patient/Customer [redacted] (AKA [redacted]) paid $20 that was owed on her account [redacted](for [redacted]).  She paid it on her [redacted] account.  She did not have a balance on...

her [redacted] account and the $20 was refunded to her in September 2016.The $20 was reported as a negative item on her credit report.  We recalled the negative item off her credit report.  The $20 from collections was adjusted off account. Both account balances are now $0. Thank you

Thank you for the information.   The charges on the patient's hospital account is now in review with the clinical care audit team. The results of the audit review may take up to 30 days.   Thank you

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

remains the same. The business has not clarified or explained the charges and this is the 4th attempt on our part seeking clarification, having on 3 occasions sent them a letter detailing events, they ought to have these records. We have attached a PDF of the letter as context.
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]

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 and the matter has been resolved.
Sincerely,
[redacted]

Hello,Thank you for the opportunity to respond.   In review of the account,  we have updated the account Guarantor to reflect the child's father [redacted] as the responsible party. Suzanne Roth's account has been updated and removed from the child's and father's accounts....

  This is resolved effective 3/7/17.  Suzanne will no longer receive statements for the child or father. Thank you