St Anthony's Medical Center

We are rebilling the Illinois Medicaid as patient's daughter requested and we will see if they pay on the claim We expect all staff to treat our patient's with respect and compassion and we apologize if that was not your experience

This account is still in review with Medicare The Patient Accounts department is actively working to resolve the issue

Initial Business Response / [redacted] (1000, 7, 2015/09/01) */ [redacted] Director, Patient Accounts spoke with [redacted] Pat [redacted] insurance who reported [redacted] processed the claim incorrectly [redacted] Pinformed Ms [redacted] that he is reprocessing the claim with a corrected code which will reflect a $ co-pay [redacted] Preported the claim reprocessing should be completed within daysThe reference number provided is XXXXXXXXXXXX Ms [redacted] called and left a message for the patient, [redacted] , at XXX-XXX-XXXX, so she can provide this information to her as well

A call was placed to Mr [redacted] to explain the charges We are sorry Mr [redacted] remains dissatisfied

The bill the patient is referring to is not a bill from the hospital, it is from one of the physician's who cared for him Patient was instructed to call the phone number on the invoice regarding this complaint

Initial Business Response / [redacted] (1000, 7, 2015/12/09) */ Contact Name and Title: [redacted] CSR Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @samcstl.org We complied with the patient request for a payment plan and it was set up through the hospital in the amount of $per month on 11/25/ The patient was called and we left messages for her on 11/25/and 11/30/with no return call from the patient Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/12/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) If this is true regarding the 11/and 11/phone calls: this would be me receiving the automated phone call of "this is StAnthony's billing..." of which I ignoreIf it is important enough ,there would have been a real person when I answered the phone! Why do you constantly make phone calls with recordings for me to pay?! If someone is paying monthly, leave me/them alone! You were the one not responding in an appropriate time frame when I called 10/7/2015, 10/9/2015, 11/13/2015!

We did resolve the issue per the consumers desired resolution, and we have absorbed the cost and put this bill down to zeroWe contacted the collection agency to have them removed from their collections systemWe also have sent the request to remove this issue from the credit reports to the credit bureausThey will be sending the patient the information about having this removedI am also sending the patient a statement showing their zero balance

The accounts have been reviewed and the insurance providers were billed appropriately The VA denied some of the claims The Patient Accounts department have mailed new itemized statements to the patient, along with a copy of the Explanation of Benefits from his insurance providers StAnthony's appealed the denials but did not win the appeals The patient needs to contact the VA to discuss their denials

The second hearing aid was returned damaged and outside the time frame allowed for returns This was explained to the client at the time

Initial Business Response / [redacted] (1000, 7, 2015/10/13) */ We have reviewed the individual's concern and discussed our findings with herWe are sorry she remains dissatisfied

We billed primary insurance and $was applied to deductible At that time [redacted] forwarded to their internal HSA processing unit who sent the $without waiting for secondary insurance processing (Medicare) and without waiting for an accurate patient balance Medicare was then billed and paid $228.36; Medicare then took back the payment and we are still waiting on their payment as the claim is in a suspended status We are going to refund Ms [redacted] , $which is the $her HSA paid minus the amount of $which we would have received from Medicare When Medicare pays, we will refund the amount to Ms [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 ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

A Patient Accounts representative will contact the patient to discuss his concerns

We are rebilling the Illinois Medicaid as patient's daughter requested and we will see if they pay on the claim. We expect all staff to treat our patient's with respect and compassion and we apologize if that was not your experience

Initial Business Response /* (1000, 7, 2015/12/09) */
Contact Name and Title: *** *** CSR
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@samcstl.org
We complied with the patient request for a payment plan and it was set up through the hospital in the amount of $per month on
11/25/
The patient was called and we left messages for her on 11/25/and 11/30/with no return call from the patient
Initial Consumer Rebuttal /* (3000, 9, 2015/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If this is true regarding the 11/and 11/phone calls: this would be me receiving the automated phone call of "this is StAnthony's billing..." of which I ignoreIf it is important enough ,there would have been a real person when I answered the phone! Why do you constantly make phone calls with recordings for me to pay?! If someone is paying monthly, leave me/them alone! You were the one not responding in an appropriate time frame when I called 10/7/2015, 10/9/2015, 11/13/2015!

Initial Business Response /* (1000, 7, 2015/10/13) */
We have reviewed the individual's concern and discussed our findings with herWe are sorry she remains dissatisfied

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,
*** ***

Ms*** had requested charity on her children's accounts and was denied on both accounts; one because account was a third party liability due to a dog bite and per hospital policy we do not offer charity on third party accounts. This was explained to Ms*** by phone and by email.
The other child's account had a balance less than $200.00; we do not offer charity for a balance less than $200.00. Ms*** did not request charity on her personal accounts. I've asked our Financial Counselor to review the financial application again to include Ms***'s accountsShe has mailed Ms*** a letter requesting additional information needed for a second review for charity and has asked the collection agency to place her accounts on hold. This review will not include the third party liability (personal injury) account

The accounts have been reviewed and the
insurance providers were billed appropriately. The VA denied some of the claims. The Patient Accounts department have mailed new itemized statements to the patient, along with a copy of the Explanation of Benefits from his insurance providers. StAnthony's appealed the denials but did not win the appeals. The patient needs to contact the VA to discuss their denials